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Mitel MiCollab – Software Phone

MiCollab is an application that runs on your iPhone or Android phone and allows you to make calls using your office extension. In addition, you can answer incoming calls without having to remember to forward your phone when you’re away from the office.

The MiCollab mobile app gives you the freedom to answer calls from anywhere. Plus, you’ll have a better chance of reaching someone because your calls will come from your campus extension, not your mobile number which they might not recognize. MiCollab is also available as a desktop application for PCs and Macs, and there's a web client as well. No VPN required.

Please note that MiCollab is not available to employees working at the UCI Medical Center.

MiCollab User Documentation

Once you have MiCollab, please refer to the MiCollab User Documentation to learn how to use the application.

MiCollab FAQ

How do I get MiCollab? How much does it cost?

Though you can have the MiCollab soft phone in all buildings, not all buildings are equipped to support the Mitel SIP desk phones. If you choose to keep a desk along with the MiCollab softphone, please note, there is an additional charge (see link below for pricing of IP Multi-line Phone). You will be charged the monthly fee for a MiCollab softphone and a fee for the IP Multi-line Phone.

Please note, MiCollab softphones do NOT have the ability to have line appearances (MDN/ MNS) of other phone extensions.

To replace your current campus extension with MiCollab:

  1. Go to the Telephone Service Request form in our Service Portal to get a MiCollab account
  2. Under Request, select Modify Existing Service.
  3. Under Instrument Type, select IP Softphone (MiCollab).
  4. Under Service Modification, select Equipment Upgrade.
  5. Under Request Type, select Single (for 1 user) or Bulk (more than 1 user).
    • If selecting Bulk a spreadsheet needs to be attached.
  6. Under Description, provide the below:
    • The UCInetID and email address of the user(s) requesting MiCollab.
    • NOTE: If MiCollab will be used in addition with your desk phone, state that in the description; otherwise, MiCollab will replace your desk phone!
  7. Enter all other required fields, including your current telephone extension and your office location (NOTE: even if you are working off-campus, please provide your campus location).
  8. Select Order now to confirm the order.

To order a new MiCollab soft phone for a new employee:

  1. Go to the Telephone Service Request form in our Service Portal to get a MiCollab account
  2. Under Request, select New Phone Service.
  3. Under Instrument Type, select IP Softphone (MiCollab).
  4. Under Request Type, select Single.
    • Bulk orders not allowed for new phone service.
  5. Under Description, provide the below:
    • The UCInetID and email address of the user requesting MiCollab.
    • NOTE: If MiCollab will be used in addition with your desk phone, state that in the description; otherwise, MiCollab will replace your desk phone!
  6. Enter all other required fields, including the KFS account number and your office location (NOTE: even if you are working off-campus, please provide your campus location).
  7. Select Order now to confirm the order.

To order MiCollab phone service for a new extension number, or to upgrade an existing service*, there is a $90 one-time installation fee to set up the service. Once completed, there will be a monthly recurring fee that is equivalent to the monthly fee of the Mitel IP Multi Line Telephone (most campus desk phones).

*To upgrade an existing service, the $90 one-time installation fee will be waived during the ongoing COVID-19 pandemic. The fee waiver is not applicable for a new phone service. For the upgrade of an existing, you only have to pay the monthly recurring fee. All telephone pricing can be found at https://www.oit.uci.edu/recharge-services/ under "Telephone Services."

Due to demand, this request may take 2-3 weeks to complete.

I have submitted the Telephone Service Request. What are the next steps?

Once the telecom team provisions an account, you'll receive an email with instructions on how to get MiCollab and activate your account. When your extension is converted to MiCollab, you will no longer need to use your office desk phone (unless you requested to use both).

Please check your junk/spam folder if you do not see the email in your inbox.

Can I switch back to a desk phone if I return to campus/no longer need MiCollab?

Yes, you can switch back to a desk phone. However, OIT strongly recommends you continue to use MiCollab even when you return to campus. You can continue to use MiCollab by accessing the web/desktop application on your work computer and accepting the calls from your computer.

If you would still like to switch back to a desk phone, you will need to submit a Telephone Service Request and pay the $90 installation fee to reestablish your desk phone. If you would like to use both MiCollab and your desk phone, there will be a monthly fee for the desk phone in addition to the monthly fee for the MiCollab phone service. This will also need to be requested through the Telephone Service Request.

Due to demand, this request may take 2-3 weeks to complete.

How do I use MiCollab while off-campus?

From your computer, open the MiCollab app (or web client) and go to Settings>General and make sure the Teleworker option is toggled on. This should be enabled by default.

To use MiCollab on your mobile phone off-campus, you will need internet connection (either via WiFi or cellular data). You don't need to do anything else to use MiCollab on your mobile phone.

How do I place a call?

When using MiCollab, you can enter the number on the dialpad in the mobile app or in the Search bar (in the web and desktop client). You will need to dial the number as if you were on campus.

  • For external numbers, enter 9-1-(area code)-(xxx-xxxx)
  • For internal numbers, enter 4-(xxxx)

If you are still unable to place/retrieve calls, click the icon in the bottom right of the MiCollab window (in the web and desktop client) and make sure Softphone is active.

How can I check my voicemail on MiCollab?

We recommend dialing 48989 to listen to your voicemails. When prompted, enter your 5-digit extension and voicemail passcode. Follow the voice prompts to review messages.

If you'd like to hear them using MiCollab there are a few steps involved:

  1. Swipe right in the MiCollab app and tap Voicemail (in the Web & Desktop clients, click Voicemail on the left side of the screen).
  2. You'll see a sign in page. In the Username field, type your 5 digit extension, and in the password field type your voicemail passcode.
  3. If you have a voicemail message waiting, you'll see the date and time it was left. Tap the message.
  4. The voicemail system will call you. Answer the call and the message will play. End the call when you're done listening to the message.
  5. From the app, you can choose to keep or delete the message.

How can I turn off MiCollab temporarily so I do not receive calls?

In the mobile app, swipe left and then toggle the Softphone option to Off.

In the desktop and web app, click the icon in the bottom right of the MiCollab window and the Softphone option will appear. Toggle it off to stop receiving calls.

Do I need to use the VPN?

No. The MiCollab mobile app does not require the VPN to work. The Web & Desktop apps do not require the VPN either, so long as you ensure the Teleworker feature under Settings>General is enabled. This should be enabled by default.

How many personal devices can be logged into MiCollab?

Your extension can be logged in up to four devices simultaneously.

What's this 911 warning I see whenever I open MiCollab?

For web and desktop client: If you were to call 911 on the web/desktop client, your call will provide your campus location only. Be prepared to give the dispatcher your current location. It is strongly recommended that you do NOT use the MiCollab web/desktop client for 911 calls to prevent this confusion.

For mobile app: If you were to call 911, your call will be routed through your mobile phone carrier, not through your campus extension. This is to ensure that 911 dispatch can determine your exact location in the event of an emergency.

I've tried the steps above and I'm still having issues

We recommend you continue your search in our comprehensive ServiceNow Knowledge Base.

If you're still having trouble, feel free to open a ticket. When doing so, please provide the following:

Your full name
Your UCInetID (the first part of your email address, not your ID number)
A detailed description of the issue

Failure to provide this information will delay our response.

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