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Launch MiCollab

  1. Launch the MiCollab desktop application before logging into Web Agent.
    If this is your first time, please see Softphone (MiCollab) - Quickstart, First Time Setup section.

Note

ONLY sign into 1 device with your MiCollab account.

  1. Check that your phone is enabled using the Softphone toggle in the lower right of MiCollab.

    Micollab app inbox showing the Softphone toggle button enabled. Call Using dropdown menu has Softphone selected.Image Modified

Mitel Web Agent (Call Center) Login

  1. Connect to the Cal Poly VPN through GlobalProtect

  2. Log into the Mitel Web Agent with the following credentials:

  • Logon ID: your Cal Poly username. Do not include @calpoly.edu.

  • Password: Staff = Your password was sent in an email. This is not the same as the extension password.

Info

Submit a Desk Phone & Voicemail request if you have not received your password.

  • Extension: your 5-digit softphone extension in the format, 6xxxx. You can find your extension in the bottom right of MiCollab.

  • Choose Integrated Soft Desktop Phone as the Extension type.

Info

“Desktop” refers to your Micollab app, VoIP phone, or a Digital phone.

Image RemovedLogin screen with Logon ID filled in as jmustang. Extension 61111 and Choose Extension Type dropdown showing Desktop Phone.Image Added

Making Yourself Available to Answer Calls

Toggle your status to Ready using the red phone icon. This will put you in the queue to start receiving calls.

Expand
titleTroubleshooting

Status Icon Greyed Out

Make sure that your phone is enabled using the Softphone toggle in the lower right of MiCollab.

Screen capture with the green square Ready status icon featured.Image Modified

Call Handling

Expand
titleAccepting Calls

Use the green phone icon to accept incoming calls. The service group (e.g., Operator, ITS - SD General, etc.) will be displayed in Web Agent.

Image Removed
Expand
titleMaking Calls

  1. Click the white phone icon to open the Dial dialog.

    White phone icon highlighted in red.Image Modified

  2. Enter the number to dial. User the following formats for phone numbers:

    • On-campus numbers (extensions): 6xxxx

    • External numbers: 71xxxxxxxxxx

      Number 61111 entered as an example. Image Modified
Expand
titleTransferring Calls

  1. Open the Dial dialog using the white phone icon and dial a number to start a new call. This will put the customer on hold. Remember to use the follow formats for phone numbers:

    • On-campus numbers (extensions): 6xxxx

    • External numbers: 71xxxxxxxxxx

  2. Once the new call has successfully connected, click the arrow icon to transfer the call.

    Arrow icon highlighted in red.Image Modified
Expand
titlePutting Calls on Hold

Press the pause icon to put a call on hold and press the same button again to retrieve the call. You will not be able to hear a customer put on hold. To mute your microphone, use the mute button in MiCollab instead.

Image Removed

To switch between two active calls, select the held call in the call dialog to highlight it, then click the Retrieve button.

Expand
titleCall Qualification Codes

  1. After ending a call received from the queue, you will be prompted to enter call qualification codes. You may also click the pin icon to open the call qualification dialog during an ongoing call.

    Pin icon highlighted in red.Image Modified

  2. Use the arrow icon to select a qualification code from the CQ Codes dialog.

    Arrow icon circled in red.Image Modified

  3. If the clerical time has reached zero, the call qualification codes dialog will be dismissed automatically. Otherwise, press OK at the bottom of the CQ Codes dialog.

    Screen capture featuring the blue OK button.Image Modified