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Mitel MiCollab – Software Phone

MiCollab is a softphone service provided by OIT that departments can choose to use instead of desk phones.. It’s an application used on a mobile device or computer that allows users to make and answer calls using a UCI phone number. There is also a web client, which does not require VPN.

MiCollab benefits:

  • Freedom to make or receive UCI calls from anywhere
  • Calls are routed to/from UCI phone numbers, not personal mobile phone numbers

Additional information can be found below in the FAQs on how to submit a request, cost of services, etc.

Looking for user-specific information? If you’ve already been set up for MiCollab and are looking for FAQs and getting started information, visit our User Documentation page.

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

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 convert myself (or a new employee) to MiCollab? How much does it cost?

Though you can have the MiCollab softphone 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.

Important: 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 from noreply@mitel.easydeploy.net in your inbox. The activation link will be active for 24 hours only. If you need a new activation link, send an email to oit@uci.edu requesting a new activation link for MiCollab.

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

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.

Can MiCollab be used for both on and off-campus use?

Yes. 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 on or 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.

Will I be able to use MiCollab to contact 911 (or other emergency service number)?

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:

I've reviewed the questions above and I still have questions.

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 MiCollab question.

Failure to provide this information will delay our response.

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