Overview:
Instructions in this article are for:
- Administrators using the application on a Smartphone
- First Time Installation and Set-Up
- Using MiCollab
Instructions:
Click "see more" at the right of each category to expand the sections.
MiCollab App (smartphones)
Administrators only
Installing and Configuring the MiCollab Application for Smartphones
Administrators must open a Hardware > "Telephone" Service Request to request the Install and set up of the MiCollab App on their smartphone. You will then receive an email with information how to install the Application and a link to click once the App is installed that will configure the App settings. You must click this link on your smartphone.
Click below to submit a Service Request for the App Configuration email to be sent to you.
Request Service: Telephone
MiCollab Configuration - Audio/Microphone settings
Softphone and Hot Desk-In Users
Changing the Audio Configuration in MiCollab
The audio for your phone calls will be through your computer automatically. If you would like to use a headset with a microphone for your calls, follow the steps below.
- In the MiCollab client, click the two gears icon in the bottom left
Use the options displayed here to change microphone, audio, and camera settings.
Installation and Set-Up
First Time Set-Up
Install MiCollab from Software Center
- Open the Software Center on your computer.
- Find the MiCollab Client and install it.
- Once done, the client will open and ask for an authentication key
Authentication Key and Sign in
- Check you district email for a message from noreply@miteleasydeploy.net. (NOTE: You may have more than one email. You will typically want the most recent one that includes your extension in the subject line)
- Step 2 in the email will have a 'click here' link you can use to open MiCollab with and automatically use the authentication key. Alternatively you can copy the key from the end of the 2nd paragraph in of that same email and paste it into MiCollab.
- MiCollab will then prompt for a password. This is your network password, which is the same one used to sign in to your computer and email.
Enabling the Softphone
Enabling the Softphone
Enabling the Softphone
- Once MiCollab is opened and signed in, on the bottom right you should see the word SoftPhone with your extension number. Clicking on this will give you a toggle to switch the softphone on and off.
- Toggle the switch to turn on your softphone. Once on you phone is active and any calls to that phone will come through the MiCollab. (NOTE: For users who a in a Call Tree, there are additional steps needed to be done in Ignite before you will receive calls from the tree. Those steps are below. Non-Call Tree users can ignore those steps)
Log in to Ignite Web Portal
CALL TREE USERS ONLY
Logging in to Ignite
- Access the web portal to log in. Ignite Web Client
- On the log in screen, enter your username in the format of an email address, the password is the same as your computer log in. Example: ab012345@ad.matsuk12.us
- Once logged in, click on your name on the top right corner to change your State (or Status).
- The users State should always be available, unless stepping away from the phone. Changing your State to "Make Busy" will allow you to select form a list of Make Busy codes to use when you cannot receive calls for any period of time.
- When only one person is available to receive phone calls (all staff are Make Busy), the phone call will wait in the queue until it is answered. It is recommended that if there will be a meeting, or only one staff is logged in and needs to make busy, that the State is changed to "Offline" instead of using a make busy code. All staff being in the Offline state will allow for unanswered calls to be sent to the voice mail box, rather than experiencing abnormally long wait times.
Ignite Web Dashboard Set-up
CALL TREE USERS ONLY
Setting up the Dashboard in Ignite Web
When you log in to Ignite, you are brought straight to the Dashboard.
Using the "Dashboard" in Ignite can help you to see if there are calls waiting to be taken and if other users are signed in. This can help you determine if you will need to "Make Busy" when stepping away, or go in to "Offline" mode.
- On the Ignite Landing page (or if you select "dashboard" on the left) you can edit your dashboard with the Pencil icon on the top right.
- This gives you the options to add widgets to and reorganize the widgets on your dashboard.
- To change the name of your Dashboard, and select a Layout, click Options on the top right.
These are your personal preferences, no specific layout or name is required.
- Click "Add Widget" to find the widget you want to add.
- Helpful widgets are "Agent State" and "Queue Now"
- Once added you can move the widget to reorganize it's location by clicking on the four-headed arrow and dragging the widget around on the dashboard.
- Once you have added the widget, you can add the data in the widget that you want to see, by selecting the "cog" or "gear" icon on the top right of the widget.
- For example, Add the "Queue Now" widget, it comes in blank. Click the cog to see which queue's you have available to add. Select the Queue, for it to display within the Widget.
- Additionally, after adding the "Agent State" widget, click the cog and you will see multiple Agents that you can add to the widget. Select all of the agents that you want to display in the Widget.
- You could select one Agent to display in this widget, and then add an additional "Agent State" widget, and select other agents in this widget. For example, maybe you want to display just your Agent State in one widget, and then have everyone else in your queue, to display in a second widget. Or, maybe you want to group your Agents by School Type, or some other identifying factor.
- Remember to SAVE the dashoboard you have just created, to see these changes the next time you log in.
- You can edit your dashboard again later, any time you need, by clicking the edit button on the top right.
- You can create multiple dashboards as well, just make sure to be on the dashboard you intended to create.
Answering, Transferring, and Making calls
Answering Calls
- When a call comes through MiCollab, a notification within the app will pop up and a ringtone will play on the computer. In the app, you will have the option to pick up or decline the call.
- After you pick up a call, several option will appear in the app that will allow you place the call on hold, transfer, or end the call.
Making Calls
- To make a call, type the number you would like to call in the search bar near the top of the app and select the number from the dropdown.
If this did not solve your problem, click the Request Service button below to work with a technician.
Request Service: Other Software Issues