---
title: "[DRAFT] Softphone (MiCollab) - Troubleshooting"
canonical: "https://tech.calpoly.edu/space/CPKB/1764818946/%5BDRAFT%5D%20Softphone%20(MiCollab)%20-%20Troubleshooting"
format: markdown
---
<details>
<summary>General Troubleshooting</summary>

1. Log out of the Mitel Web Agent and close the MiCollab app.
2. Sign into the MiCollab app.
3. Click the lower right corner of the app with your SoftPhone extension and make sure your Soft Phone is registered (radio button is blue) and the drop-down says SoftPhone.
4. 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.
5. Connect to GlobalProtect VPN.
6. Open the [Mitel Web Agent](http://solidus.calpoly.edu/webagent/#/login/Cal_Poly_Main) in FireFox.
7. Verify your username, password, and extension are correct.
  1. Password = xx7000 (verify with Jordan or Preston)
  2. Extension = the same as your MiCollab SoftPhone (6xxxx)
8. Make yourself ready and hopefully you can answer calls from the queue!
</details>

<details>
<summary>MiCollab Self Deployment</summary>

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. Disable your MiCollab softphone on your previous device.
  1. Mac or PC
  2. Mobile
2. Sign in to the **[MiCollab web application](https://p-collab-app-1.its.calpoly.edu/ucs/micollab)** with your Cal Poly portal username and password.
3. Navigate to **Settings** > **General** > **Self Deployment**.
4. To activate the MiCollab desktop application, click on the QR code and allow your browser to open the link in MiCollab.
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.
</details>

<details>
<summary> MiCollab Microphone and Audio Settings</summary>

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.

![image](media://a4837379-5c58-45ee-a00a-8e3ddfe817ee)
</details>

<details>
<summary>Registration failed</summary>

![image](media://30163063-f26e-44dd-a4c7-fc0ed1d57306)

### 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
</details>

<details>
<summary>Deployment Error - Can't sign in to MiCollab</summary>

![image](media://6f3ab457-3960-4070-87ce-7d7e5a519efd)

![image](media://03b3b80c-0c07-4801-9d9b-9b8b3aa8eaa0)

### Why

You just changed your Cal Poly password or you can't sign into MiCollab to perform a Self Deployment.

### Fix

Create a [Desk Phone & Voicemail](https://calpoly.atlassian.net/servicedesk/customer/portal/2/group/8/create/43) ticket with your phone extension and a description of your issue.

The telephone team will need to reset your account in MP (reset the AD flags) and then have you log into the web client to do a self-deploy (see instructions above).
</details>

## \uD83D\uDCCE Related articles



> Macro (contentbylabel)