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Office 365 Project FAQs

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O365 is a collection of cloud-based services that work together to increase productivity through collaboration. The move to O365 refers to changing where our content is stored. Our content, such as our emails, are currently stored on servers at UHN.

When we move to O365 we will be moving this content to "the cloud", or Internet space, which enables greater features and increased storage capabilities.

In phase I of UHN's rollout, these features will include increased mailbox storage, so you can stop worrying about email jail. You will also gain access to instant messaging and video chat with Skype for Business, making connecting across UHN easier and more efficient.

The Office 365 project team will be moving mailboxes based on overall complexity. This means staff with a smaller inbox size, fewer shared mailbox and/or fewer delegate accesses will be seen as less complex, and will therefore be moved to O365 first. Staff with larger mailbox sizes, multiple shared mailboxes and/or delegate accesses will be moved after.
This sequencing will help to ensure all mailboxes, even those deemed with high complexity, are managed accordingly and with all email and calendar items intact.
All staff will be migrated to O365 over the span of April to July 2017. The overall migration plan has been reviewed and validated by IT governance and clinical leadership groups to ensure a smooth transition for all UHN staff.  
Office 365 will be rolled out to end users in two phases.

In phase I, users will have access to a 50 GB of mailbox storage space in Outlook, a new Webmail interface, and Skype for Business.
Within UHN Research, end users will see a change in client software dependencies. Not all mail clients currently supported by Research will continue to function – many will be migrated to using Outlook only in an effort to leverage Office 365 functionalities, and transition towards the use of streamlined collaborative tools across UHN.

In Phase II (FY 17/18), it is intended that users will be provided access to additional O365 tools such as OneDrive, SharePoint Online, Groups and Planner.
Phase I of our migrations has been focused on moving email accounts to the cloud and providing all UHN staff with Skype for Business access.
As we move towards Phase II, we will be looking to enable the other apps within the O365 Dashboard, such as OneDrive and Teams. This will be coming to UHN in the upcoming year.
When these other tools are made available, the project team will be communicating this across UHN. 
Since moving to O365, UHN Digital has received some reports of slow email performance. Further investigation has revealed that slowness within the Outlook desktop application or Webmail may be caused by a number of different issues. Some examples include WiFi connectivity, corporate network connectivity or antivirus software that may be slowing down your computer performance.        

If you are running into any issues such as Outlook crashes or delays in receiving email, please contact your local Help Desk to kick off a formal investigation. All agents are prepared to assist with further troubleshooting to improve your UHN email experience.

You will be contacted by the Office 365 project team in advance of migration, with tentative migration date and what to look out for following your move to Office 365.

For the majority of staff, desktop versions of your email will look exactly the same. However, when users log into their emails using the Outlook Web App, the look and feel will be different. You will have access to a whole new set of features, plus Skype for Business Online.

RMP staff is currently undergoing an upgrade to Office 2016, which is scheduled to complete before their move to Office 365. UHN Research staff will be upgraded to Office 2016 as part of their move to Office 365. Over the course of 2017, remaining UHN staff will be upgraded to Office 2016 to better support Office 365 functions and features. Staff will be notified of their Office 2016 in advance.
UHN’s Privacy Office and IT Security team have conducted assessments, including a Privacy Impact Assessment and Threat Risk Assessment to ensure the use of O365 is compliant with organizational standards and policies. 
Based on these assessments, the teams have reviewed and updated existing UHN policies and created the O365 Best Practices. 
This will provide staff with the overall guidelines for acceptable use of O365, a to provide staff with guidelines on the acceptable use of O365 tools, like Outlook and Skype, in a manner which ensures protection of patient health information (PHI) and other sensitive information.

Office 2016 and O365 are two separate updates taking place over the next few months.  

The Office 2016 upgrade will change the look and feel of your Office tools, such as Word, Excel and Outlook, including your mail and calendar.

The move to O365 will not affect the look of your mailbox. Rather it will change where your information is stored in the cloud and also increase the size of your mailbox.

A second factor of authentication is now required for Webmail access. This has been implemented to allow web-based email access from anywhere in the world and from any device.
Approximately 80% of all data breaches are due to compromised user credentials and it only takes one breach to compromise our confidential data - including patient and employee information. As a trusted health organization, we wanted to ensure we had this layer of security in place to protect the data we are all responsible for safekeeping.
Once you migrate to Office 365, you will be required to use multi-factor authentication (MFA) to log into your account while off-site. Please note you will not be required to use MFA if you are using a UHN-managed device (i.e., laptop or mobile phone) or have already logged in using VPN.
UHN shared computers will not be impacted by the O365 migrations. This means there will be no changes to the computer, nor will Skype for Business be installed.
Moving forward, it is recommended you use the O365 Dashboard for accessing your email and calendar on shared computers. You should also sign out of your account as soon as you are finished using your Dashboard. Be sure to log out completely by waiting for a successful sign out message and closing your internet browser window(s). This will ensure greater privacy and security on your account.
If you have been selected by your manager or team member to participate in the Phase II Pilot Programs, you should soon be gaining access to one or more of the Phase II applications. This includes OneDrive, SharePoint Online, Teams and Planner.         

To help you get started, please review the below items for key onboarding information and training support.

OneDrive Pilot Program ToolkitPDF Icon

OneDrive Pilot Tip CardPDF Icon

    SharePoint Online Pilot Program ToolkitPDF Icon

SharePoint Online Pilot Tip CardPDF Icon

We would love to hear back from you! You can reach us directly at or using our Feedback Form.

Email FAQs

It is important to note that your user IDs, such as your T-ID, will not be used for accessing your Outlook Web App or your Outlook application after you move to O365. Instead, your primary UHN email address should be used.

To log into your UHN computer following your move to O365, you can use your T-ID, interchangeably with your primary UHN email address to log in. Please note, you may be required to use your T-ID when logging into other applications.

For Toronto Rehab Research staff, the correct login method is with your domain login name,

We are trying our best to ensure there are no impacts to shared and delegate mailbox accesses. If you are unable to access a shared or delegated mailbox – don’t worry! Please contact your local help desk for technical support.

Microsoft helps to safeguard your data by hosting it in Canadian data centres, with continuous data backup and disaster recovery. We also maintain the latest defences against viruses and spam.

However, it is recommended you do not use electronic communication, like email, for delivery of sensitive information. For more information on UHN’s privacy and security guidelines, please visit our O365 Best Practices page.

Users who currently have a UHN-managed mobile device will be required to follow a series of steps to connect their email to Office 365. The setup process will take a few minutes, and the instructions can be found on our Office 365 Getting Started page.

Once set up, you will regain access to your latest emails.

The migration to O365 does not update your Outlook application. Instead, O365 is a back-end change which primarily moves your email account to the cloud and enables great storage capabilities.

There is another update happening at UHN, which will change the look and feel of your Outlook and other Microsoft applications like Word or Excel. This is called Office 2016 and it is a separate change from your move to Office 365.

For information on how to differentiate the two updates, please visit our Tips & Tricks page and select "O365 or Office 2016: What is the difference?"

At this time, the O365 project will not cause any FCC impacts. Note that any future changes to cost structures will be communicated to UHN staff when available.

Yes - Personal Distribution Lists will need to be updated after moving to O365.

Personal distribution lists are created in Outlook by adding contacts from the Global Address Listing (GAL) into an organized, grouped list. Please view this document to learn more about Personal DL and how to create them.

If you created a personal distribution list prior to your move to O365, all contacts within your distribution list may not be receiving your emails.

Please note, staff with personal distribution lists must update their lists if: 

  1. You have a email address and you have added staff with Radiation Medicine Program (RMP) or Research email addresses.
  2. You have a RMP email address and you have added staff with or Research email addresses.
  3. You have a Research email address and you have added staff with and RMP email addresses.

To update this list and ensure it is compatible with O365, you will need to delete the contacts who do not have the same email address as you. Then, add these individuals back to your personal distribution list by selecting their emails from the GAL. 

This will ensure all contacts found within your personal distribution list will receive your emails moving forward. 

If you use the Notes feature in Outlook, you may have noticed that it does not look the same in the new Webmail interface.

In Outlook, the notes appear in a 'post-it' style whereas Webmail notes appear like draft email messages.

From Webmail, pre-existing notes can be edited and saved to your Drafts folder, however new notes cannot be created.

As a workaround, you can consider creating notes in the Tasks folder or create an additional Tasks folder to hold all your Webmail notes.

If you decide to create notes in the existing Tasks folder, you can mark these with a Category or any other sorting or filtering method to differentiate from your regular Tasks. You can also mark them as 'Done' to prevent each note from showing up as a To-Do item or a pop-up reminder.

It is a good idea to periodically review your Junk Email folder to make sure you're not missing important messages.

If you find any messages incorrectly classified as junk mail, you can update your junk mail settings in the Outlook application and Webmail. This allows you to build a Safe Senders list and any email or domain on that list can come to your inbox..

To learn how to control these settings, please visit our O365 Outlook and Webmail Resources page.

Calendar FAQs

Currently, it is not possible to see everyone’s availability through the Outlook calendar. For example, staff who were part of the Research or Radiation Medicine departments would not be able to see availability for the rest of UHN and vice versa.

After all staff have migrated to Office 365, the ability to see anyone’s free/busy calendars will be available for all UHN staff, making is easier to schedule meetings with anyone across the organization

Users who currently have a UHN-managed mobile device will be required to follow a series of steps to connect their email to Office 365. The setup process will take a few minutes, and the instructions can be found on our Office 365 Getting Started page. Once set up, you will regain access to your latest emails.

You may not notice any change to the GAL at first glance. However, there are now more conference and meeting rooms available for your scheduling convenience.

We are trying our best to ensure there are no impacts to shared calendar permissions. If you are unable to access a shared calendar – don’t worry! Please contact your local help desk for technical support.

Following your move to Office 365, you should be able to view free/busy availability for anyone at UHN, including Research and the Radiation Medicine Program. If you are having any issues, please contact your local help desk for technical support.  

Skype for Business FAQs

You are permitted to use Skype for Business to contact external stakeholders. For example, Skype for Business can be used for contacting a partner at SickKids.

For more information on Skype for Business best practices, visit our Best Practices page.

Unless authorized by the UHN Privacy Office, you are not permitted to use Skype for Business to contact patients.

For more information on our privacy and security guidelines, please visit the Office 365 Best Practices page.

For added privacy and security, the feature for file sharing and downloading files has been disabled on Skype for Business at UHN.

This will ensure any files containing sensitive or patient information is not shared with unauthorized personnel.

To use the Skype instant messaging feature, no additional hardware tools will be required. Simple open your Skype application and start a conversation with a colleague.

For the video chat feature, you will require a webcam and microphone to have both the audio and visual features enabled. Should you require either hardware tools for your work, please speak with your manager and order the required tools from the UHN Hardware Order Form.

Skype is intended for instant messaging, screen sharing and small-scale meetings - not large-scale conferences.

As a result, if you wish to set up a conference for many users, Skype for Business is not the recommended tool as the current infrastructure is unable to support this.