--- title: "Softphone (MiCollab) – Troubleshooting" canonical: "https://tech.calpoly.edu/space/CPKB/1961558017/Softphone%20(MiCollab)%20%E2%80%93%20Troubleshooting" format: markdown --- ### MiCollab Self Deployment
Click to see instructions if you are prompted for a Registration Code, Authentication Key, or if you need to activate MiCollab on another device. 1. Connect to GlobalProtect VPN. 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**. *(Follow the steps A-D shown in the illustration below)* 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.
### General Troubleshooting
click to view how to troubleshoot... > ℹ️ Be sure to download and install the MiCollab application on your computer. 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](https://calpoly.atlassian.net/servicedesk/customer/portal/2/group/8/create/30) 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](https://calpoly.atlassian.net/servicedesk/customer/portal/2/group/8/create/30) for assistance. 7. Connect to GlobalProtect VPN. 8. 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. ](media://85ea91b9-e613-4ce6-9e1b-b4810ee98270) ### 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
### 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.](media://9e801a49-5997-47b5-adc5-099bff5564c2) | ![Deployment Error dialog box. Invalid password, retry. OK button.](media://5ff468c5-3139-41dd-88b5-e421b1b206cb) | | --- | --- | | ### 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](https://calpoly.atlassian.net/servicedesk/customer/portal/2/group/8/create/43) 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.](media://ad630ce7-c0a8-4e95-be08-724c1c3e0884) #### Fix 1. Open Taskmanager by right-clicking on the system tray, and selecting **Task Manager**. 2. Confirm you are viewing **Processes**, and sort by **Apps**. 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.* 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. > ⚠️ If the error still persists, please submit a [Support Request](https://calpoly.atlassian.net/servicedesk/customer/portal/2/group/8/create/30).
### MiCollab Phone Ringing During Zoom Meetings
click here to view how to troubleshoot/resolve this error... **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 ![image](media://8b2bb419-1e2e-46ef-b253-45a36f1764d1) 3. Locate the **Availability** section. 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. > ⚠️ Until you manually change your status back to "In the Office," all incoming calls will continue to be routed to voicemail.
### MiCollab Softphone Stopped Ringing & Calls Are Going to Voicemail
Click here to view options to resolve... 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.
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