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Follow the steps below when setting up MiCollab for the first time. For taking Service Desk calls, note that you also need to login to the Mitel Web Agent.

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titleDesktop Application

  1. Download and install MiCollab using the link provided in the MiCollab Installation Instructions email or use the links below.

    1. Windows

    2. Mac

  2. Launch the MiCollab app and enter the Authentication Key provided in Step 2 of the MiCollab Installation Instructions email. If your authentication key has expired, see the MiCollab Self Deployment section of the MiCollab Troubleshooting guide to get a new activation link

  3. Enter your Cal Poly portal password.

  4. Click the Prompt text in the lower right, and toggle the switch to turn on your softphone. In the Call Using drop-down menu, select SoftPhone.

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titleMaking Outgoing Calls

Use the Search or Dial bar at the top of MiCollab to dial a number. Use the following formats for phone numbers:

  • On-campus numbers (extensions): 6xxxx

  • External numbers: 71xxxxxxxxxx

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titleTransferring a Call

  1. Click the menu icon in the bottom right of MiCollab and select Transfer.

  2. Use the search bar in the Transfer window to type in a number, then click the Blind Transfer icon in the lower right.

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titleMuting and Holding

  1. During a call, you can mute your microphone using the microphone icon in the bottom left of MiCollab. If you have another window selected, you can use the microphone button In-Call pop-up window to mute instead.

  2. Alternatively, you can put the customer on hold using the pause button in MiCollab. You will not be able to hear the customer after they are put on hold.

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Call handling can also be done through the Mitel Web Agent. See the Answering Calls Using Mitel Web Agent & MiCollab Campus Wiki page for Web Agent call handling guide.