Softphone (MiCollab) - Troubleshooting

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

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. 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.

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
      
      

       

   2. Mobile