IT - Master FAQ (Knowledge Base)

Will my voice messages only be available through email?

2009-11-11T22:36:00Z

Unified Messaging, Utah State University's replacement voice messaging system allows customers to listen to their voice messages through email OR using any telephone.

Unified Messaging also allows you many more features and functionality:

Listen to your Voice (Mail) Messages
- through email
- through any telephone
Review and Update the following from any telephone
- Email
- Calendar events
  - review upcoming meetings
  - notify attendees that you will be late
  - reschedule a meeting
- Search Directory Information
  - find telephone number and email addresses
    - call, send an email, to any USU employee directly from your telephone

Is my A-Number private or public information?

2009-11-09T22:36:00Z

According to the USU Policy number 554, effective February 1, 2008, the banner id numbers are treated as public identifiers and not as proof of identity (authenticator of identity).

http://it.usu.edu/policies/htm/banner-identification-number

There are two types of records covered until the FERPA regulations.

http://www.usu.edu/registrar/ferpa/ summarizes at the bottom the two types of records.

USU classifies the A number to be part of the Directory Information as an electronic personal identifier which is considered generally releaseable information. That A numbers can be looked up on a public wiki in and of itself does not consititute a violation of FERPA law.

This is also in accordance with the Privacy Rights section of our Academic Policies and Procedures Manual:

http://www.usu.edu/policies/

http://www.usu.edu/policies/pdf/Privacy-Rights.pdf

Looking at the documentation on the Family Policy Compliance Office (FPCO) Home, the latest ratified FERPA regulations (December 9, 2008) restrict SSN and student identification numbers used as authenticators of identity as falling under personally identifiable information and as such restricted. If the student identification number is not used as an authenticator of identity, then it is considered directory information and can be released generally. When a student has opted out of having their directory information exposed, then the institution is required to make a reasonable effort to protect their directory information.

I'll include some of the information provided in the document located here which basically backs the use of the A number as defined in policy number 554.

http://www.ed.gov/policy/gen/guid/fpco/ferpa/index.html

http://www.ed.gov/legislation/FedRegister/finrule/2008-4/120908a.pdf

"We agree that students should not be penalized for opting out of directory information disclosures. Indeed, an educational agency or institution may not require parents and students to waive their rights under FERPA, including the right to opt out of directory information disclosures. On the other hand, we do not interpret FERPA to require educational agencies and institutions to ensure that students can remain anonymous to others in the school community when using an institution’s electronic communications systems. As a result, parents and students who opt out of directory information disclosures may not be able to use electronic communications systems that require the release of the student’s name or electronic identifier within the school community. (As discussed later in this notice in our discussion of the comments on § 99.37(c), the right to opt out of directory information disclosures may not be used to allow a student to remain anonymous in class.)

The regulations allow an educational agency or institution to designate a student’s user ID or other electronic identifier as directory information if the identifier functions essentially like the student’s name, and therefore, disclosure would not be considered harmful or an invasion of privacy. That is, the identifier cannot be used to gain access to education records except when combined with one or more factors that authenticate the student’s identity.

We have historically advised that student ID numbers may not be disclosed as directory information because they have traditionally been used like SSNs, i.e., as both an identifier and authenticator of identity. We agree, however, that the proposed definition was confusing and unnecessarily restrictive because it failed to recognize that many institutions no longer use student ID numbers in this manner. If a student identifier cannot be used to access records or communicate electronically without one or more additional factors to authenticate the user’s identity, then the educational agency or institution may treat it as directory information under FERPA regardless of what the identifier is called. We have revised the definition of directory information to provide this flexibility."

A summary from the same site which attempts to help understanding of the regulations has the following paragraph:

http://www.ed.gov/policy/gen/guid/fpco/pdf/ht12-17-08-att.pdf

"Electronic personal identifiers. Schools have indicated that the directories that support electronic information systems used to deliver certain student services, such as Web-based class registration, access to academic records and library resources, etc., require disclosure of the user name or other personal identifier, used by a student to gain access to these systems. Public key infrastructure (PKI) technology for encryption and digital signatures also requires wide dissemination of the sender’s public key, which is an identifier. The final regulations allow school districts and postsecondary institutions to designate these electronic personal identifiers as directory information, including student ID numbers, but only if the identifier functions essentially as a name, i.e., it is not used by itself to authenticate identity and cannot be used by itself to gain access to education records. A unique electronic identifier disclosed as directory information may be used to provide access to education records, but only when the identifier is combined with other authentication factors known only to the user, such as a secret password or personal identification number (PIN), or some other method or combination of methods to authenticate the user’s identity and ensure that the user is, in fact, a person authorized to access the records. This change will ensure that institutions can use advanced technologies to deliver student services and access to education records. As noted above, parents and eligible students can opt out of directory information disclosures; those that do will not be able to participate in student services that are delivered in this manner. "

The regulation basically says that if the directory information that is allowed to be disclosed by FERPA (including the A number) has been requested by the student and/or parents to remain private, it is their right to opt out of having the directory information disclosed, but they may not be able to participate in student services that are deliever in a manner that requires the use of the directory information where it can't be masked or hidden easily. What this may mean is that a student who has opted to have the FERPA privacy flag set may not be able to maintain their privacy and participate in a class wiki such as may be hosted on spaces.usu.edu. I have a few thoughts on what might be done to mitigate this.

While not specifically required by the regulations, many schools have adopted a policy defining electronically hosted class/course forums to state that such areas only be accessible by those whom are a direct part of the class. While we don't address this specifically in a policy, I do know that we have encouraged the use of Blackboard Vista where possible to provide this protection. I know that some of the tools within BB Vista aren't the greatest or as fully functional as might be found with a dedicated wiki, but if the format of a class can fit within the tools, it may be a better online forum to use than spaces.usu.edu.

To give some time while reviewing this concern, I've temporarily disabled the "People Directory" option within Spaces.usu.edu which should effectively take care of the immediate concern of being able to look up other people. The Recently Updated listing is another area where a student's name and thus A number might be exposed even when they have the privacy flag for directory information set. If this is a concern, spaces/areas created within the wiki which are used for classes where a student with a privacy flag is participating, should be set to not send updates at all to the front page (configurable per page or space). I think that we'll eventually want to re-enable the People Directory, but restrict anonymous access. Doing this should still ensure that we fall within the FERPA regulation when a student has directory information privacy flag set.

How to setup Aggies Exchange on Windows Mobile 6

2009-11-05T22:36:00Z

Click on Start and select Programs
Find ActiveSync and click on it. The ActiveSync window should appear.
Choose Menu (usually in the bottom right) and then Configure Server.. The Edit Server Settings wizard should start.
Enter owa.usu.edu into the Server Address feild.
Make sure that This server requires an encrypted (SSL) connection is checked.
Select Next
Enter the A number into the User name field.
Enter the password into the Password field.
Enter aggies.usu.edu into the Domain field.
Check the Save password box.
Select Next
Check the boxes that need to be synchronized.
Select Finish. This should bring you back to the ActiveSync window.
Select Sync (usually in the bottom right). The device should establish a connection with the Exchange server and download the email, contacts and calendar information.

How to setup Aggies Exchange on Windows Mobile 6.1

2009-11-05T22:36:00Z

Click on Start and select Programs
Find ActiveSync and click on it. The ActiveSync window should appear.
Choose Menu (usually in the bottom right) and then Configure Server.. The Edit Server Settings wizard should start.
Enter your Aggies Exchange email address in the Email address field.
Make sure that This server requires an encrypted (SSL) connection is checked.
Select Next
Enter the A number into the User name field.
Enter the password into the Password field.
Enter aggies.usu.edu into the Domain field.
Check the Save password box.
Select Next
Enter owa.usu.edu into the Server Address feild.
Check the This server requires an encrypted (SSL) connection box.
Select Next
Check the boxes that need to be synchronized.
Select Finish. This should bring you back to the ActiveSync window.
Select Sync (usually in the bottom right). The device should establish a connection with the Exchange server and download the email, contacts and calendar information.

NOTE: Windows Mobile 6.1 is configured by default to limit the amount of email and calendar events it retrieves from the exchange server.

To allow all Exchange email to synchronize to your phone, follow these instructions:

Click on Start and select Programs
Find ActiveSync and click on it. The ActiveSync window should appear.
Choose Menu (usually in the bottom right) and then Options.
Select E-mail.
Select Settings.
Select Download the past: drop-down menu and select All. (To change the length of time which email is retrieved to something different select a different value listed other than All. The default is 3 days.)

To allow all Exchange calendar events to synchronize to your phone, follow these instructions:

Click on Start and select Programs
Find ActiveSync and click on it. The ActiveSync window should appear.
Choose Menu (usually in the bottom right) and then Options.
Select Calendar.
Select Settings.
Select Synchronize only the past drop-down menu and select All. (To change the length of time which calendar items are retrieved to a different setting select a different value listed other than All. The default is two weeks.)

Configuring Windows Mobile 6.1 for Exchange

2009-11-05T22:36:00Z

Before You Begin

These instructions apply to Windows Mobile 6.1 devices, such as smart phones. If you have Windows Mobile 6 instead of 6.1, refer to Configuring Windows Mobile 6 for Exchange.

Synchronization Choices

Carefully review this information before configuring Exchange on Windows Mobile 6.1. This information pertains to step 11 in the instructions, "Configure Exchange on Windows Mobile 6.1," found below.

E-mail - Select E-mail to synchronize your Exchange email.
- Allows you to send and receive Exchange email.
- Allows you to receive and respond to Exchange meeting invitations.
- Recommended for all Exchange users.
Contacts - Select Contacts to synchronize your Exchange contact list.
- Synchronizing Contacts will cause your contact lists to merge (i.e. contacts in Windows Mobile 6.1 will be added to Exchange, and contacts in Exchange will be added to Windows Mobile 6.1).
- Please Note: You can search the Global Access List (GAL) in Exchange via the Company Directory in Windows Mobile 6.1, even if you choose not to sync contacts. Allows you to access your Exchange contact list.
- Allows you to create contacts through Exchange.
- We recommend caution. You should only sync your Exchange contact list if you use Outlook or Entourage on your computer to manage phone numbers for people you will call (friends, family, etc.).
Calendars - Select Calendars to synchronize your Exchange calendar.
- Synchronizing Calendars will cause your calendars to merge (i.e. events currently in Windows Mobile 6 will be added to your Exchange calendar, and events currently on your Exchange calendar will be added to Windows Mobile 6.1).
- Allows you to view your Exchange calendar.
- Allows you to create appointments and meeting requests through Exchange.
- Recommended for all Exchange users.
Tasks - Select Tasks to synchronize your Exchange tasks.
- Synchronizing Tasks will cause your task lists to merge (i.e. tasks currently in Windows Mobile 6.1 will be added to your Exchange tasks, and tasks currently in Exchange will be added to Windows Mobile 6.1).
- Allows you to view your Exchange tasks.
- Allows you to create tasks through Exchange.
- Recommended for all Exchange users.

Configure Exchange on Windows Mobile 6.1

To configure Windows Mobile 6 for Exchange, do the following:

Click Start > Programs.
Click ActiveSync.
Click Menu > Add Server Source....
In the Email address: box, enter your email address. Your email address is yourAnumber@aggies.usu.edu.
Make sure there is a check mark in the box labeled Attempt to detect Exchange Server Settings automatically.
Click Next.
In the User name: box, enter your A-Number.
In the Password: box, enter your password.
In the Domain: box, enter aggies.
Make sure there is a check mark next to Save password.
Click Next and Windows Mobile 6.1 will attempt to automatically find your Exchange server.
In the Server address: box, type owa.usu.edu.
Make sure there is a check mark in the box labeled This server requires an encrypted (SSL) connection.
Click Next.
You will now be asked what information you would like to synchronize between Windows Mobile 6.1 and Exchange. Refer to the information labeled, "Synchronization Choices," above. We recommend syncing e-mail, calendar, and tasks. If you use Outlook or Entourage on your computer to manage phone numbers for people you call, consider syncing contacts as well.
Click Finish.
If Windows Mobile 6.1 does not start synchronizing automatically, click Sync.

Advanced Options

If Windows Mobile 6.1 is configured to synchronize E-mail, it will retrieve email messages that are three days old (or newer). If Windows Mobile 6.1 is configured to synchronize Calendar, it will retrieve calendar events that are two weeks old (or newer).

To synchronize email messages that are more than three days old, do the following:

Click Start > Programs.
Click ActiveSync.
Click Menu > Options....
Select E-mail.
Click Settings....
Click the drop-down menu labeled Download the past: and select the desired length of time. To retrieve all email in your Exchange mailbox, select All.

To synchronize calendar events that are more than two weeks old, do the following:

Click Start > Programs.
Click ActiveSync.
Click Menu > Options....
Select Calendar.
Click Settings....
Click the drop-down menu labeled Synchronize only the past and select the desired length of time. To retrieve all calendar events, select All.

Configuring Windows Mobile 6 for Exchange

2009-11-05T22:36:00Z

Before You Begin

These instructions apply to Windows Mobile 6 devices, such as smart phones.

Synchronization Choices

Carefully review this information before configuring Exchange on Windows Mobile 6. This information pertains to step 11 in the instructions, "Configure Exchange on Windows Mobile 6," found below.

E-mail - Select E-mail to synchronize your Exchange email.
- Allows you to send and receive Exchange email.
- Allows you to receive and respond to Exchange meeting invitations.
- Recommended for all Exchange users.
Contacts - Select Contacts to synchronize your Exchange contact list.
- Important: To avoid losing contacts currently stored in Windows Mobile 6, select the advanced option, Keep the item on my device, as described in steps 8 and 9, below. This will cause your contact lists to merge (i.e. contacts in Windows Mobile 6 will be added to Exchange, and contacts in Exchange will be added to Windows Mobile 6). Failure to select this advanced option will cause your Exchange contact list to REPLACE the Outlook Contacts (but not Sim Contacts) currently in Windows Mobile 6.
- Please Note: You can search the Global Access List (GAL) in Exchange via the Corporate Directory in Windows Mobile 6, even if you choose not to sync contacts. For example, if you choose not to sync contacts, you can still search the Corporate Directory/Global Access List when adding new contacts.
- Allows you to access your Exchange contact list.
- Allows you to create contacts through Exchange.
- We recommend caution. You should only sync your Exchange contact list if you use Outlook or Entourage on your computer to manage phone numbers for people you will call (friends, family, etc.).
Calendars - Select Calendars to synchronize your Exchange calendar.
- Synchronizing Calendars will cause your calendars to merge (i.e. events currently in Windows Mobile 6 will be added to your Exchange calendar, and events currently on your Exchange calendar will be added to Windows Mobile 6).
- Allows you to view your Exchange calendar.
- Allows you to create appointments and meeting requests through Exchange.
- Recommended for all Exchange users.
Tasks - Select Tasks to synchronize your Exchange tasks.
- Synchronizing Tasks will cause your task lists to merge (i.e. tasks currently in Windows Mobile 6 will be added to your Exchange tasks, and tasks currently in Exchange will be added to Windows Mobile 6).
- Allows you to view your Exchange tasks.
- Allows you to create tasks through Exchange.
- Recommended for all Exchange users.

Configure Exchange on Windows Mobile 6

To configure Windows Mobile 6 for Exchange, do the following:

Click Start > Programs.
Click ActiveSync.
Click Menu > Add Server Source....
In the Server address: box, enter owa.usu.edu.
- Make sure there is a check mark in the box labeled, This server requires an encrypted (SSL) connection.
In the User name: box, enter your A-Number.
In the Password: box, enter your password.
In the Domain: box, enter aggies.
Click Advanced....
Click the drop-down menu labeled, If there is a conflict..., and select Keep the item on my device. Click Advanced....
Click Next.
You will now be asked what information you would like to synchronize between Windows Mobile 6 and Exchange. Refer to the information labeled, "Synchronization Choices," above. We recommend syncing e-mail, calendar, and tasks. If you use Outlook or Entourage on your computer to manage phone numbers for people you call, consider syncing contacts as well.
Click Finish.
If Windows Mobile 6 does not start synchronizing automatically, click Sync.

Advanced Options

If Windows Mobile 6 is configured to synchronize E-mail, it will retrieve email messages that are three days old (or newer). If Windows Mobile 6 is configured to synchronize Calendar, it will retrieve calendar events that are two weeks old (or newer).

To synchronize email messages that are more than three days old, do the following:

Click Start > Programs.
Click ActiveSync.
Click Menu > Options....
Select E-mail.
Click Settings....
Click the drop-down menu labeled Download the past: and select the desired length of time. To retrieve all email in your Exchange mailbox, select All.

To synchronize calendar events that are more than two weeks old, do the following:

Click Start > Programs.
Click ActiveSync.
Click Menu > Options....
Select Calendar.
Click Settings....
Click the drop-down menu labeled Synchronize only the past and select the desired length of time. To retrieve all calendar events, select All.

I do not have a Voice Mail tab in Microsoft Outlook, why?

2009-11-04T22:36:00Z

Microsoft Outlook prior to Outlook 2007 will not have the Voice Mail tab and are not 100% compatible with Unified Messaging. We encourage all users to upgrade their Microsoft Outlook client to Outlook 2007 when activating their Unified Messaging account.

USU Faculty and Staff may purchase Microsoft Outlook 2007 for their University owned computers online for $12.00 at http://software.usu.edu. A direct link to the product license and media may be viewed at http://hd.usu.edu/software/advanced_search.php?key0=outlook

The Voice Mail tab does not appear in Microsoft Outlook, why?

2009-11-04T22:36:00Z

How do I verify my "Personal Information" is accurate for Unified Messaging?

2009-11-04T22:36:00Z

To make sure your Unified Messaging account is setup correctly we reqyest that you verify your "Personal Information" within Banner SSB (Access). Please verify your information by completing the following steps:

Log into Banner SSB (Access)
Click on Personal Information
Click on View/Update Directory Address and Phone Numbers
- Verify / Update your UMC, Building, Room number
- Verify / Update your Business / Work telephone number
  - Fax, Home and Cell numbers are optional
Click Submit once your information is verified and is accurate
Next, click on View/Update Preferred E-mail Address
- Verify / Update your USU Preferred Email address
  - If you need to Update your email address, enter your preferred email address and click Submit
  - If your preferred email address is correct, click on the Personal Information tab
Once your Personal Information is accurate, you are now ready to complete the Unified Messaging Request Form

If you have questions or need assistance please contact the IT Service Desk at 797-HELP (4357) - option 2

How do I change my existing or temporary PIN?

2009-11-03T22:36:00Z

To change your existing or temporary PIN requires calling into the Unified Messaging telephone system.

The following steps will assist you in changing your PIN:

Dial into Unified Message at 7-4200 (on-campus) or 797-4200 (off-campus)
Enter your 5 digit campus telephone extension (example: 74357)
Next, enter your existing or temporary PIN
- (PIN's must be a minimum of 5 digits)
Say "Personal Options"
Press "3" on your telephone keypad
Enter your new PIN, then press the # key
Re-enter your new PIN, then press the # key

You new PIN has been created.

If at any time you forget your PIN you can reset your own PIN by visiting: http://it.usu.edu/htm/faq/faq_q=4388

What is the minimum length for my PIN?

2009-11-03T22:36:00Z

Unified Messaging requires each PIN to be a minimum of 5 digit.

What are the PIN requirements for Unified Messaging?

2009-11-03T22:36:00Z

Unified Messaging has the following requirements when creating a PIN.

Minimum of 5 numerical characters (digits)
May not be sequential numbers (example: 12345)
May not repeat the same number (example: 11111)
PIN's are required to be changed every 365 days

How often do I need to change my PIN?

2009-11-03T22:36:00Z

Unified Messaging requires that each PIN be reset every 365 days.

The "red light" on my phone no longer blinks when I have voice mail, why?

2009-10-28T22:36:00Z

The new Unified Messaging voicemail system currently does not support or activate the red light on your office telephone. This feature has been announced by the system vendor and is scheduled to be implemented in the future. Notification of new voicemail messages will be sent to your email account.

I listened to a voicemail in my email, but when I call into the system it says I have no new messages, why?

2009-10-28T22:36:00Z

Voicemail messages will remain in the system as long as the email (and attachment) remain in your Inbox. Once an email message has been marked as "Read" in your email account, the message is no longer considered "New" by the Unified Messaging system. To have a message listed as "New" you will need to mark the email message as "Unread" within your email client.

How do I delete a voicemail message in Unified Messaging?

2009-10-28T22:36:00Z

Deleting a messaging in Unified Message (UM) is a easy as deleting the email messaging containing the wav attachment. Once the email message is deleted the voicemail is deleted.

Customers may also call into the UM system (7-4200) and delete the voicemail.

I now have a light on my phone that indicates I have a message; will that continue with UM?

2009-10-23T22:36:00Z

The message indicator light is not typically used with Unified Messaging (UM) systems and is not a part of the UM implementation.

I have forgotten my PIN, how do I get a new PIN?

2009-10-20T22:36:00Z

Forgot Your PIN? Reset Your Unified Messaging PIN

If you are unable to log onto the USU Unified Messaging system with your existing PIN, these instructions will reset your PIN.

Using OWA (Web Interface) - Using Internet Explorer (IE)

Log onto Outlook Web Access (OWA) at https://owa.usu.edu/owa
- Note: You must use Internet Explorer (IE) from a Windows computer in order to reset your voice mail PIN
After logging into OWA, click on the Options button in the upper right hand corner of the screen.
Next click on Voice Mail on the left hand side of the screen and then click on Reset Voice Mail PIN...
- You will be asked to confirm that you want to reset the PIN. Click on OK. Exchange will randomly generate a new PIN
  You will receive a confirmation email message containing your new PIN.

Using Outlook 2007

On the top menu click on Tools within Outlook 2007
Next, click on Options
Click on the Voicemail tab
Click on the Reset PIN button
- You will receive your temporary PIN in an email message

Information on how to change your PIN visit: http://it.usu.edu/htm/faq/faq_q=4421

I can�t listen to my voice messages on my phone, why?

2009-10-20T22:36:00Z

This is often caused by moving the email message from the "Inbox" to a subfolder. In order to listen to messages on your phone they must be in your Inbox or a self-created “Saved Voice Messages” folder.

If your message is in your Inbox or a self-created “Saved Voice Messages” folder and you are unable to listen to your message please contact the IT Service Desk at 797-HELP.