Answering Calls Using Mitel Web Agent (Call Center)

Launch MiCollab

Launch the MiCollab desktop application before logging into Web Agent.
If this is your first time, please see Softphone (MiCollab) - Quickstart, First Time Setup section.

Check that your phone is enabled using the Softphone toggle in the lower right of MiCollab.

Mitel Web Agent (Call Center) Login

Connect to the Cal Poly VPN through GlobalProtect
Log into the Mitel Web Agent with the following credentials:

Logon ID: your Cal Poly username. Do not include @calpoly.edu.
Password: Staff = Your password was sent in an email. This is not the same as the extension password.

Submit a Desk Phone & Voicemail request if you have not received your password.

Extension: your 5-digit softphone extension in the format, 6xxxx. You can find your extension in the bottom right of MiCollab.
Choose Desktop Phone as the Extension type.

“Desktop” refers to your Micollab app, VoIP phone, or a Digital phone.

Login screen with Logon ID filled in as jmustang. Extension 61111 and Choose Extension Type dropdown showing Desktop Phone.

Making Yourself Available to Answer Calls

Toggle your status to Ready using the red phone icon. This will put you in the queue to start receiving calls.

Status Icon Greyed Out

Make sure that your phone is enabled using the Softphone toggle in the lower right of MiCollab.

Call Handling

Use the green phone icon to accept incoming calls. The service group (e.g., Operator, ITS - SD General, etc.) will be displayed in Web Agent.

Click the white phone icon to open the Dial dialog.
Enter the number to dial. User the following formats for phone numbers:
- On-campus numbers (extensions): 6xxxx
- External numbers: 71xxxxxxxxxx

Open the Dial dialog using the white phone icon and dial a number to start a new call. This will put the customer on hold. Remember to use the follow formats for phone numbers:
- On-campus numbers (extensions): 6xxxx
- External numbers: 71xxxxxxxxxx
Once the new call has successfully connected, click the arrow icon to transfer the call.

Press the pause icon to put a call on hold and press the same button again to retrieve the call. You will not be able to hear a customer put on hold. To mute your microphone, use the mute button in MiCollab instead.

To switch between two active calls, select the held call in the call dialog to highlight it, then click the Retrieve button.

Cal Poly ITS Knowledge Base