Softphone (MiCollab) - Troubleshooting

MiCollab Self Deployment

Click here if you are prompted for a Registration Code, MiCollab authentication key, or if you need to activate MiCollab on another device.

Connect to GlobalProtect VPN.
Sign in to the MiCollab web application with your Cal Poly portal username and password.
Navigate to Settings> General> Self Deployment.
(Follow the steps A-D shown in the illustration below)
To activate the MiCollab desktop application, click on the QR code (letter E in the illustration above).
To activate the MiCollab mobile application, scan the QR code in the MiCollab app.
Sign in with your Cal Poly portal password to proceed.

General Troubleshooting

click to view how to troubleshoot...

Log out of the MiCollab application.
Disconnect from GlobalProtect VPN.
Open the MiCollab app and sign in with your Cal Poly username (username@calpoly.edu) and password.

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

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.
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.
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.
Connect to GlobalProtect VPN.
Verify your username, password, and extension are correct.
Username = username@calpoly.edu

MiCollab Microphone and Audio Settings

click to to see options available...

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

Registration Failed

click 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

Disable your MiCollab softphone on your previous device.
1. Mac or PC
2. Mobile

Deployment Error - Can't sign in to MiCollab

click 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)

click 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

Open Taskmanager by right-clicking on the system tray, and selecting Task Manager.
Confirm you are viewing Processes, and sort by Apps.
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.
Wait about 5 seconds.
Close Task Manager
Launch the Agent as you normally would.
If the error persists, please reboot and try again.

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