Introduction
Welcome to your new digital office, “ello”!
Built to work hand-in-hand with Microsoft Office
software, ello brings you all you need to operate your business communications
online in an easy-to-use package.
With its Mobile apps feature, you can access ello on
your mobile devices such as laptops, tablets and mobile phones, allowing you to
be reachable 24 hours, 7 days a week! While combining all your communications
into one account, ello also offers you storage on-the-go that you may take with
you anywhere you go!
Upgrade your communications and thus upgrade your
business, to your network and the world. ello brings you to a whole new level.
Features
YOUR OWN USERNAME
ello gives you the chance to create your own unique
username, so you don’t have to worry about remembering your IR ID number! Plus,
use your unique username with other QNETservices in the future.
INSTANT ACCESS TO EMAILS
ello allows you to have 24 hours a day, 7 days a
week access to your business email account wherever you may be. And enjoy email
access form any of your portable devices, from your laptop, to you mobile phone
– how you read your emails is your choice.
INSTANT MESSAGING
ello is your around-the-clock instant messenger
allowing you to be in contact with your network and your team members around
the globe! No more having to safeguard phone numbers and relying on phone calls
and emails to get a hold of your business colleagues. Now, all you simply need
to do is Log In!
INSTANT CALLING
ello enables your communications to reach beyond
borders! Enjoy all day everyday calls to your business contacts, clients and
networks’ in any location across the world. And as your calls are connected
through your internet connection, talk for as long as you want for FREE!*
INSTANT CONFERENCING
ello helps you create a borderless meeting room for
any meeting need. You can create, moderate, join pre-planned and/or on-the-fly
audio, video, and web meetings with members from inside or outside of your organisation.
INSTANT STORAGE
ello is also your storage compartment for important
documents and emails, which goes everywhere you go. Be in the office while you
are at home, on a train, at a concert, or on the beach; ello will be with you
anytime any place.
CONNECTING ELLO AND SKYPE™
Do you use Skype™ to keep in touch with your
friends, family members, teammates and prospects? By choosing ello as your work
communications tool, you will now have the ability to connect your ello with
your Skype™ contacts. This enables ello users to take advantage of the global
reach of Skype™ and communicate with hundreds of millions of users worldwide.
ello Specifications
Instant Messenger (IM) and Instant Messenger Client
(IM Client)
Voice Services including Peer2Peer Client Calls
(VoIP)
Web Conferencing including state-of-the-art Audio,
Video and Collaboration features; Whiteboard and Desktop sharing; Recording
feature; online Viewing and Editing of Word, Excel, PowerPoint and OneNote
file.
Email storage of up to 25 GB and Email Client.
QNET Training Materials to enhance your ello
experience.
FAQs
General FAQs:
What is ello?
ello is a communications and collaboration service,
providing you with even more ways to grow your business and stay connected no
matter where you’re working. With ello, you are provided with a rich collection
of team collaboration tools, from cloud storage computing services to instant
access to business emails, instant calling and messaging to HD video
conferencing, and file sharing.
What are the system requirements for ello?
For PC users:
The minimum systems requirements for ello email are:
Windows 7, Windows 8, or Windows 2008 R2 with .NET 3.5 or later; Office 2007+
or later; and Microsoft Internet Explorer 8, 9, or 10; Mozilla Firefox 10.x or
a later version; or Google Chrome 17.x for PC.
For Mac users:
The minimum system requirements for ello email are:
Mac OS X 10.6 or later; Apple Safari 5 or above; and Office 2011 for Mac and
Outlook 2011 for Mac.
How long after I purchase ello can I start using it?
After you purchase your ello subscription from your
eStore, you will instantly receive a welcome email instructing you on how to
select your ello username. Once your preferred username has been selected you
will receive a subscription confirmation email saying that in 24 hours your
account will be activated. Once 24 hours have passed you will receive a third
email saying that your account is now accessible, along with your username and temporary password. If
you do not receive these three emails in the order mentioned above, or
experience any other issues, please contact your local GSC available 24/7 via
email at global.support@qnet.net or by phone at +603 7949 8288.
Sign In and Password FAQs:
How do I change my password?
In your ello email account, click Options >
Change Your Password. If you don't see the option to change your password
directly under Options, click Options > See All Options, then click Change
Your Password.
Follow the instructions on the change password page.
Important:
If you connect to your ello account from your mobile
device, after you update the password for your account, you also need to update
the password in the settings on that device to match your new password.
Similarly, you also need to update the password in the settings of any other
desktop email application you may be using (for example, Apple Mail, Mozilla
Thunderbird, Microsoft Outlook, or Windows Live Mail).
What if I’ve forgotten my password?
You will have to contact your local Global Support Centre
(GSC) to perform the reset.
Why can’t I connect to my account from my mobile
device or desktop email programme after resetting or changing my password?
You need to update the password value in the
settings on your mobile device or desktop email programme each time your
password changes.
How can I set up Outlook 2007 or later so it won't
prompt me to enter my password repeatedly?
Office Outlook 2007 will send you a password prompt
every time you open the programme to connect to your email. You may choose the
“Save my Password” option on the prompt so that your login page does not prompt
you for your password again until you reset your new password when necessary.
Password prompts should appear very infrequently or shouldn't appear at all
after you enter the password once to connect to your email.
How can I fix the sign-out loop issue I'm
encountering in Safari?
You experience a sign-out loop problem in an Apple
Safari browser when you click Sign out from your account. The sign-out loop
continues to toggle between two URLs. This issue results from a cookie setting
in the Safari browser.
How do I fix the problem?
Close the Safari browser or tab where you're
experiencing the sign-out loop issue.
Open up a new instance of the Safari browser.
From the menu at the top, click Edit >
Preferences > Security tab.
Under Accept cookies, select Always.
Close the window.
ello Email FAQs:
How big can attachments be in my ello email? What's
the maximum message size that's allowed?
By default, you can attach a maximum of 125 file
attachments to an email message, none of which can exceed the message size
limit. The default message size limit is 25 MB. The message size includes the
message body, message header, and any attachments that are contained in the
email message.
Can I create a "reply to" email address
for my account in ello email?
No, changing the default "reply to"
addresses are not currently supported.
Why did I receive a warning that my message couldn’t
be sent, and to try again later?
You might have received this message because you’ve
been sending a large number of emails, or a few messages to a large group of
recipients, and have reached the sending limit for your mailbox.
Any emails you send while over the sending limit of
your mailbox will automatically be saved to your Outbox folder. After waiting
awhile, you can open the email from your Outbox folder and try sending it
again. If you’re still over the sending limit, you’ll see the warning message
again. The email will stay in the Outbox folder until you send or delete it. If
you’ve waited a full 24 hours and still receive the same warning when you try
to send a message, try reducing the number of recipients.
What is Connected Accounts?
If you have multiple email accounts and want to
interact with all your mail in one place, then you can connect your ello
account to your other email accounts. This lets you use your ello account to
send and receive mail from the connected accounts.
Go to the Gear Icon for settings on the upper right
corner and click Options
Click connected accounts and then click the + sign
Enter the email address and password of the email
account that you wish to add
How can I bring contacts from other email accounts
such as Yahoo! into my ello email account?
You can use the Import Contacts wizard to import
contacts from other email accounts.
Export the contacts from your other email account/s
to a .csv file. Note where you save the .csv file.
Sign in to your ello email account.
Go to Contacts, and then click Import in the
toolbar. Or, go to Options > My Account > Shortcuts to Other Things You
Can Do, and then click Import Your Contacts from an Existing Email Account.
Enter the path to the .csv file with your contacts,
or click Browse to locate your file.
Click Next.
Wait while your contacts are imported.
When the import is complete, click Finish.
What else do I need to know?
If the same contact is in your Contacts folder and
in the .csv file, a duplicate contact will be created.
if you try to import too many contacts, you'll see
an error message. Use a programme such as Excel to open the file and break it
into smaller files, and then import each file.
Email Programmes FAQs:
Why can’t I connect to my account from my mobile
device or desktop email programme?
This may be related to a password issue. This can
happen if your password has expired. It can also happen if the password setting
that’s entered in the settings on your mobile device or desktop email programme
(for example, Apple Mail for Mac, Mozilla Thunderbird, Microsoft Outlook, or
Windows Live Mail), doesn’t match the most current password for your account.
To resolve this, you may need to update your expired
password or change your password. Or, if your password recently changed, you
may be able to resolve this by updating the password settings value on your
mobile device or desktop email programme to match the most current password
that you use to sign in to ello.
Why am I getting the error notice "An encrypted
connection to your email server is not available" when I try to set up
Outlook 2007 or Outlook 2010 for my email?
When you try to set up your ello email using Outlook
2007 or Outlook 2010, Outlook doesn't connect, and you get the following error:
"An encrypted connection to your mail server is
not available. Click Next to attempt using an unencrypted connection."
To resolve this error, you may need to register your
ello email account before you can connect to your email using Outlook. You can
register your account by signing in to your ello email account. After you sign
in to your account, sign out. Then try to connect to your ello email account
through Outlook again.
Why can't I set up Outlook 2007 to get my email from
my account in the Outlook Web App
(Windows XP)?
If you're running Windows XP on your computer and
are using Outlook 2007 to set up your ello email, you may receive multiple log
in prompts when you're filling in your account information. These prompts may
prevent you from continuing to set up your account. To fix the issue, please
contact your local GSC available 24/7 via email at global.support@qnet.net or
by phone at +603 7949 8288.
How can I move data from my current Outlook account
to my account in ello email?
Currently, the only way to move Outlook 2007 or
Outlook 2010 data is by using a Personal Folder (.pst) file. You can back up
your data from your current account using a .pst file and then import the data
from your .pst file into your ello email account that you're accessing with
Outlook.
If you can use Outlook 2007 or Outlook 2010 to
access an account, you can move your email, contacts, task, and calendar
information from your existing Outlook account to your new account. You do this
by first backing up the existing data in your old Outlook account to a Personal
Folder (.pst) file and then importing it into your new ello email account.
How do I back up my existing Outlook data to move it
to ello email?
In Outlook, click File > Import and Export.
In the Import and Export Wizard dialog box, do the
following:
Under Choose an Action to Perform, select Export to
a File, and then click Next.
On the Export to a File page, select Personal Folder
File (.pst), and then click Next.
On the Export Personal Folders page, under Select
the Folder to Export From, select Mailbox . Select the Include Subfolders check
box, and then click Next.
On the Export Personal Folders page, in the Save
Exported File as box, note the location where the backup.pst file will be
created. By default, it's C:\Users\\AppData\Local\Microsoft\Outlook\backup.pst.
Under Options, select Replace Duplicates with Items Exported, and then click
Finish.
On the Create Microsoft Personal Folders page, click
OK to create a .pst file.
How do I move the data to ello email?
Connect to ello email using Outlook 2007 or Outlook
2010.
In Outlook, click File, and then click Import and
Export.
In the Import and Export Wizard dialog box:
Under Choose an Action to Perform, select Import
from Another Programme or File, and then click Next.
On the Import a File page, select Personal Folder
File (.pst), and then click Next.
In Import Personal Folders, under File to Import,
locate the backup.pst file you created. Under Options, select Replace
Duplicates with Items Imported, and then click Next.
In Import Personal Folders, under Select the Folder
to Import From, select the top node. Select Include Subfolders, select Import
Items into the Same Folder in, and then select the top node of your mailbox
(Mailbox - ). Click Finish.
After you click Finish, Outlook will import the
contents of the backup.pst file into the local Outlook data store on your
computer. After the data has been copied into the local data store, Outlook
will upload the data to your ello email account. If you have lots of data in your
mailbox, this may take hours. Make sure that you don't shut down Outlook, and
make sure you're connected to the destination account while the upload happens.
ello Conference and Chat FAQs:
How do I set up the ello Conference and Chat feature
to work with my PC?
First you need to verify that your computer meets
the software requirements for Lync.
For PC users:
The minimum systems requirements for ello conference
and chat are: Windows 7 operating system, Windows Server 2008 R2 with latest
service pack; and Microsoft Internet Explorer 7, 8, 9, or 10; Mozilla Firefox web browser.
For Mac users:
The minimum systems requirements for ello conference
and chat are: Mac OS X 10.5.8 or later; Apple Safari 5 or above; and Office
2011 for Mac and Outlook 2011 for Mac.
Go to the ello website at www.ello.net, and click on
the Download tab. There you will find two options for 32bit and 64bit versions
of the Lync client depending on your PC hardware. Choose the one that is
appropriate for you and click on the link to Download.
Once downloaded, click the Setup Programme option
and Install the software with default settings.
If you’re not on a private computer, we recommend
you do not select the Keep Me Signed in check box for security reasons.
Click the Windows Start button, All Programs,
Microsoft Office 2013, Lync 2013, and type your ello password, and then click
Sign in.
Make sure that the Sign-In name and username are
both filled with your ello account (i.e. user@ello.net).
How do I join an ello Conference and Chat online
meeting without installing Lync on my PC?
Use the Lync Web App to join a Lync Meeting from
your browser if you don’t have Lync 2013. Lync Web App will launch
automatically when you click the Join Lync Meeting link in the meeting
invitation received my email. You can use your computer’s mic and speakers, or
a headset to connect to the audio portion of the meeting.
In your meeting invitation, click Join Lync Meeting
or the meeting link.
Type your name in the text box to sign in as a guest
(for guest without ello Conference and Chat account) or click Sign in and type
in your ello.net account if you have ello Conference and Chat account.
Make sure to select the option to install the Lync Web
App plug-in. Click Join the Meeting.
In the dialog box that displays a choice to run or
save the plug-in file (may appears in lower part of the web browser), click
Run.
Depending on the meeting options set by the meeting
organizer, you’ll either enter the meeting right away or wait in the meeting
lobby until admitted.
How do I set up an archive of my messages and
conversations?
By default, ello software saves all incoming and
outgoing conversations in a History folder, so you can review previous conversations.
If your conversations are not being saved in this
ello archive, and you want to set up an archive for future conversations, do
the following:
Verify that you are using Microsoft Office Outlook
2007 or Microsoft Outlook 2010.
In the main ello Conference and Chat home window,
click the Options button, and then click Personal.
Click the Save Instant Message Conversations in my
Email Conversation History Folder button, and then click OK.
How do I view my archived messages and
conversations?
ello Conference and Chat can save all incoming and
outgoing conversations in an Conversation History folder (requires Outlook
installed on local computer), so you can review previous conversations.
To view your conversation history, click
Conversations or click the Show Menu arrow, point to File, and then click View
Conversation History. Outlook opens and displays the Conversation History
folder. You can then sort conversations or search for a conversation by keyword
or contact.
To find a previous conversation for a specific
contact, in the Contacts list, right-click the contact, and then click Find
Previous Conversations.
Where are the menus?
Many of the menus in ello appear when you click a
small down▼ arrow (such as the one beside the Options button in the main
window). You can also open the main menu by doing any of the following.
To see the menu in the ello main window, press Alt,
or click the Show Menu arrow, next to the Options button.
To see the menu in a Conversation window, press Alt.
To permanently display the menu bar in the main
window, press Alt, and then click Show Menu Bar.
To permanently display the menu bar in a
Conversation window, press Alt, click View, and then click Show Menu Bar.
You can also see menus for performing frequent tasks
for contacts, groups, and other items by right-clicking on the items.
Why doesn’t my Out of Office note appear in ello
Conference and Chat?
Calendar information (free/busy, meeting subject and
time) and the Out of Office note can take as long as thirty minutes to appear
in ello Conference and Chat. Additionally, you must be running ello Conference
and Chat on a device that can connect to your ello email.
Are my devices set up correctly?
The ello setup should detect any compatible
communication devices you are using, such as a headset, webcam, microphone, and
speakers. You can also add devices after you install ello.
To ensure that your devices are set up correctly, do
the following:
In the ello main home window, click the Options
button, and then click Audio Device.
Under Audio Device, select your primary audio
device.
Under Customise Your Device, click the appropriate
drop-down list(s) to configure your speaker, microphone, and ringer, as well as
volume levels.
Click the green arrows to test the levels of your
speaker and ringer.
Why am I having audio problems?
If there’s a problem, a notification is displayed in
the conversation window or the ello main home window. You can click the
notification to get more details or suggested solutions.
Why am I not getting any sound?
If you’re not getting sound through your speakerphone,
check that:
Your speakers are turned on and that you have not
muted sound in your Windows operating system.
The speaker volume is high enough to be audible.
The device you’re using is selected in the Audio
Device Settings in ello.
ello on Mobile Devices FAQs:
When I make a Lync to Lync call does it use my
mobile minutes?
If you make an audio call to a contact, it is
connected through data network (Wi-Fi / 3G / 4G), so it will not use your
mobile minutes.
Can I make cellular or landline call through the
Mobile App?
Calls to normal cellular or landline numbers are not
supported. To make a call the contact must have an ello account.
I don’t see all my conversations history on my
mobile phone?
The conversations history on the phone is not synced
to the ello server. This means that conversations that occur on your mobile
device will be displayed only on that device’s conversation history and nowhere
else. Also, when you delete a conversation on your mobile device, that
conversation is permanently deleted. To keep a record of a particular
conversation you’ve had on your mobile device, send the conversation to
yourself from the app as an email message.
After I type my username and password to setup my
ello email account on my mobile device, it still asks me for Server name and
other information.
This may happen if you have an older software
version of the mobile device. To fix this you may try to supply the following
information where needed:
Server Name: m.ello.net
Username: your ello email address, (for example,
user@ello.net)
Password: your password
If problem still persists, contact your local GSC.
If I have subfolders created under my Inbox, are
those folders synchronised to my mobile device as well?
Yes, but they are not synchronised by default. To
select which subfolder you want to appear in your mobile device, you have to
access your mobile device’s email option and select these folders individually.
If I de-select a subfolder on my mobile device, will
the subfolder also be removed from my ello email account?
No, it will not.
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