Softphone (MiCollab) - Troubleshooting

1. Log out of the Mitel Web Agent and close 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. MiCollab Self Deployment

4. 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. Contact Jordan Moir through Slack.

5. 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.

6. 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, please alert Jordan Moir through Slack.

7. Connect to GlobalProtect VPN.

8. Open the Mitel Web Agent in Firefox.

9. Verify your username, password, and extension are correct.

   1. Username = username@calpoly.edu

   2. Password = xx7000 (verify with Jordan or Preston)

   3. Extension = the same as your MiCollab SoftPhone (6xxxx)

10. Make yourself ready and start answering calls from the queue!

If your MiCollab authentication key expires or you need to activate MiCollab on another device, follow the steps below to generate a new QR code.

1. Connect to GlobalProtect VPN

2. Disable your MiCollab softphone on your previous device. 

   1. Mac or PC

      

   2. Mobile

      

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

4. Navigate to Settings > General > Self Deployment.

   

5. To activate the MiCollab desktop application, click on the QR code and allow your browser to open the link in MiCollab.

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

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

MiCollab usually uses your computer’s default microphone and speakers. If MiCollab is using the wrong audio devices or unexpectedly switches inputs after picking up a call, check the Hardware Settings from the settings icon in the lower left of the MiCollab desktop application.

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

Why

Logged into another instance of MiCollab on another device.

Fix

1. Disable your MiCollab softphone on your previous device. 

   1. Mac or PC
      

      

   2. Mobile