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the BES and exchange are hosted with Telus in the cloud so I have little control over the servers.<br />
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From the portal I can add a new authoritative domain an create and manage users which is about it
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the BES and exchange are hosted with Telus in the cloud so I have little control over the servers.

From the portal I can add a new authoritative domain an create and manage users which is about it

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I think that's what you need.
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I have a customer with an exchange and Blackberry BES server. A new public domain has been added to the Exchange box. Some users will have the new domain as their primary email. <br />
<br />
How can I configure the BB phones on BES to use the new primary email? Do I have to wipe and reprovision the Blackberries?
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I have a customer with an exchange and Blackberry BES server. A new public domain has been added to the Exchange box. Some users will have the new domain as their primary email. 

How can I configure the BB phones on BES to use the new primary email? Do I have to wipe and reprovision the Blackberries?

BES server configuration

Exchange is the server side of a collaborative application product that is part of the Microsoft Server infrastructure. Exchange's major features include email, calendaring, contacts and tasks, support for mobile and web-based access to information, and support for data storage.

Exchange

BlackBerry is a line of wireless handheld devices and services designed and marketed by BlackBerry Limited. BlackBerry devices can record video, take photos, play music and also provide functions such as Web-browsing, email messaging, instant messaging, and the multi-platform BlackBerry Messenger service, and specializes in secure communications and mobile productivity.

BlackBerry

The BlackBerry operating system is proprietary; releases beginning with BlackBerry 10 include support for applications written for the Android platform. As such, developers can use almost any programming language that can be used for other smartphones, including Java, Adobe Air, .NET and HTML5/JS (via an app packaging framework like PhoneGap) .