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Mitel MiCollab – Software Phone

MiCollab is an application that allows you to make calls and answer calls using your UCI phone number (949-824-####).  It runs on your iPhone or Android mobile device, PC or Mac computer.  There is also a web client and no VPN is required.

The MiCollab mobile app gives you the freedom to answer calls from anywhere.  With MiCollab, you will have a better chance of reaching someone because your calls will come from your UCI phone number, not your mobile phone number which they might not recognize.

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

Activating MiCollab and User Documentation

Once MiCollab is activated by the OIT Telecom team, you will receive further instructions and an authentication key.

Calling Emergency Services With MiCollab

Calling 911 from the web browser or MiCollab app on your computer is highly discouraged, as the softphone will not be able to accurately report your location to emergency responders. If doing so is your only option, be prepared to report your precise location when calling. Calling 911 from your cell phone or a landline is the best option; both methods will allow for quicker location accuracy.

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 phone 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 following information:
    • The UCInetID and email address of the user(s) requesting MiCollab.
    • NOTE: If MiCollab will be used in ADDITION to your desk phone equipment, state that in the description; otherwise, MiCollab will replace your desk phone and an OIT technician will remove it!
  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 softphone 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 and an OIT technician will remove it!
  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?

It’s not recommended to use the MiCollab computer app (or web browser) for calling 911 because the location of the softphone may not be accurately reported to emergency responders, may be misdirected to the wrong emergency response center, or could result in an emergency response to the wrong location.  Because softphones are portable and can be used on multiple devices, the emergency 911 location of the device is not automatically updated.

If you are not near a landline or cellphone and must use MiCollab on your computer to call for emergency services, please be sure to inform the dispatcher of your EXACT LOCATION (ie: At the UCI campus, on the 3rd floor of the science library in the office marked John Smith.)

Calling from your cell phone or a landline is the suggested method. Doing so will quickly provide emergency responders with your precise location.

Can I use my headphones with MiCollab?

Virtually any headset that is compatible with your computer may work with the softphone, but some headsets work better than others.  Many headsets are available with a broad range of features, quality and price.  Options include wired and wireless.  We recommend wired headsets with noise-cancelling microphones for the best reliability and audio quality.  Many Micollab users have experienced poor audio quality when using wireless headsets.  Although many computers have adequate speakers and microphones that can be used instead of a headset, the audio quality is typically best when using a wired headset with a noise-cancelling microphone (especially in noisy environments).

OIT does not sell, rent or support headsets, but we've compiled a list of various products that will work with MiCollab, should you be interested in buying some:

Why does the app show that my calendar integration has failed?

This is an error that will be resolved during the next upgrade.  If you toggle 'Calendar Integration' on under the settings section on the left-side blue tab in the app, your calendar will be integrated regardless of the credentials showing 'failed'. Your avatar on the right-side green tab will reflect the correct status.

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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