---
title: "Answering Calls Using Mitel Web Agent (Call Center)"
canonical: "https://tech.calpoly.edu/space/CPKB/1961590785/Answering%20Calls%20Using%20Mitel%20Web%20Agent%20(Call%20Center)"
format: markdown
---
## Launch MiCollab

1. Launch the MiCollab desktop application before logging into Web Agent.  
If this is your first time, please see [Softphone (MiCollab) - Quickstart](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/1960476675), First Time Setup section.

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

---

## Mitel Web Agent (Call Center) Login

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## Making Yourself Available to Answer Calls

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## Call Handling

<details>
<summary>Accepting Calls</summary>

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.
</details>

<details>
<summary>Making Calls</summary>

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

<details>
<summary>Transferring Calls</summary>

1. 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
2. Once the new call has successfully connected, click the **arrow icon** to transfer the call.
</details>

<details>
<summary>Putting Calls on Hold</summary>

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.
</details>

<details>
<summary>Call Qualification Codes</summary>

1. After ending a call received from the queue, you will be prompted to enter call qualification codes. You may also click the **pin icon** to open the call qualification dialog during an ongoing call.
  
2. Use the **arrow icon** to select a qualification code from the CQ Codes dialog.
  
3. If the clerical time has reached zero, the call qualification codes dialog will be dismissed automatically. Otherwise, press **OK** at the bottom of the CQ Codes dialog.
</details>