Softphone (MiCollab) – Troubleshooting

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)
   
   

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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.

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.

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. Put in a Support Center ticket for assistance.

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, put in a Support Center ticket for assistance.

7. Connect to GlobalProtect VPN.

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

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

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Why

Logged into another instance of MiCollab on another device.

Fix

1. Disable your MiCollab softphone on your previous device. 

   1. Mac or PC
      
      

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   2. Mobile

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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…

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Fix

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

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

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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.

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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.

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

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3. Locate the Availability section.

    

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4. 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.

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.