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MiCollab Self Deployment

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titleClick here to see instructions if you are prompted for a Registration Code, MiCollab authentication keyAuthentication Key, or if you need to activate MiCollab on another device.

  1. Connect to GlobalProtect VPN.

  2. Sign in to the MiCollab web application with your Cal Poly portal username and password.

  3. Navigate to Settings> General> Self Deployment.
    (Follow the steps A-D shown in the illustration below)

    Screenshot of the Micollab App with A placed near the users name highlighted in the upper right region. B is placed near the Settings highlighted menu item. C is placed near the General highlighted menu item. D is placed near the Self Deployment highlighted menu item.

  4. To activate the MiCollab desktop application, click on the QR code (letter E in the illustration above).

  5. To activate the MiCollab mobile application, scan the QR code in the MiCollab app.

  6. Sign in with your Cal Poly portal password to proceed.

General Troubleshooting

  1. If you cannot sign in:

    1. Verify that your Cal Poly account is unlocked.

    2. Verify the password you are using is your Cal Poly password.

    3. Put in a Support Center ticket for assistance.

  2. Click the lower right corner of the app with your SoftPhone extension, ensure your SoftPhone is registered (radio button is blue), and the drop-down says SoftPhone.

  3. Place a test call to your MiCollab extension (805-756-xxxx) from your cell phone.

    1. If it connects, your MiCollab SoftPhone is working!

    2. If it doesn't connect, put in a Support Center ticket for assistance.

  4. Connect to GlobalProtect VPN.

  5. Verify your username, password, and extension are correct.
    Username = username@calpoly.edu

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titleclick to view how to troubleshoot...
Info

Be sure to download and install the MiCollab application on your computer.

  1. Log out of the MiCollab application.

  2. Disconnect from GlobalProtect VPN.

  3. Open the MiCollab app and sign in with your Cal Poly username (username@calpoly.edu) and password.

info

Be sure to use the MiCollab application on your computer and not the Web app!

MiCollab Microphone and Audio Settings

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titleclick to to see options available...

Hardware settings are not available in the MiCollab application and will always use your default audio devices.

Registration Failed

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titleclick to see why and fix...

Screenshot of Micollab App. Softphone showing headphone icon with a triangle exclamation mark and it also says unavailable.

Why

Logged into another instance of MiCollab on another device.

Fix

  1. Disable your MiCollab softphone on your previous device. 

    1. Mac or PC

      Screenshot of bottom section showing Softphone toggle switch as Disabled hightlighted. An arrow is pointing towards the right at the headphone icon Softphone (EXT).

    2. Mobile

      Screen shot of MiCollab mobile app with Softphone toggle switch in the Disabled position highlighted, Arrow pointing at a small grey button that expands the panel when clicked.

Deployment Error - Can't sign in to MiCollab

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titleclick to see why and fix...
Deployment Error dialog box. User account not deployed or deployment expired. Please ask your administrator to deploy it or use the self deployment feature. Error code 15 200. OK button and Send Diagnostics button.

Deployment Error dialog box. Invalid password, retry. OK button.

Why

You just changed your Cal Poly password or you can't sign into MiCollab to perform a Self Deployment.

Fix

Check if your AD account is locked.

If your AD account is not locked, create a Desk Phone & Voicemail ticket with your phone extension and a description of your issue.

Agent Error - "Only one agent can be run at a time"
(For Call Center Users on Windows Computer)

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titleclick here to view how to troubleshoot/resolve this error...


Why

Sometimes the Agent application will become minimized and is difficult to restore. When a user attempts to launch the app, it errors and will not run because it is already running. Resulting in the “Only one agent can be run at a time” error displayed on the screen…

Screenshot of dialog box. Agent - Error Only one Agent can be run at a time.

Fix

  1. Open Taskmanager by right-clicking on the system tray, and selecting Task Manager.

  2. Confirm you are viewing Processes, and sort by Apps.

  3. Right-click on Agent (32 bit) and select End Task.
    If there is more than one Agent, you will need to repeat the end task for all Agents listed.

  4. Wait about 5 seconds.

  5. Close Task Manager

  6. Launch the Agent as you normally would.

  7. If the error persists, please reboot and try again.

Note

If the error still persists, please submit a Support Request.

MiCollab Phone Ringing During Zoom Meetings

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titleclick here to view how to troubleshoot/resolve this error...

Why

MiCollab uses your default audio settings, meaning lowering the volume for MiCollab will also lower the volume for all applications, including Zoom. However, you can prevent calls from ringing through during meetings by adjusting your availability settings.

Fix: Enable “In a Meeting” Mode

  1. Click on your name and initials in the upper-right corner of the MiCollab application.

  2. Select Settings from the dropdown menu

Image Added

  1. Locate the Availability section.

    Image Added

  2. Click the down caret (▼) next to "In the Office" and select In a Meeting or another appropriate status.

When set to "In a Meeting," incoming calls will automatically be sent to voicemail. If the caller's device has an LED screen that can receive data, it will also display that you are in a meeting.

Note

Until you manually change your status back to "In the Office," all incoming calls will continue to be routed to voicemail.

MiCollab Softphone Stopped Ringing & Calls Are Going to Voicemail

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titleClick here to view options to resolve...

  1. Check to make sure you are logged into the MiCollab Client. If you are not logged in, your softphone will not ring.

  2. Verify Your Availability Status

    • Click on your name and initials in the upper-right corner.

    • Navigate to Settings > Availability.

    • If your status is set to In a Meeting, Out of the Office, Away from Desk, Not Available, or similar, calls will automatically go to voicemail.

  3. Update Your Availability

    • Click the down caret (▼) next to your status.

    • Select In the Office to resume receiving calls.

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