Softphone Troubleshooting Guide

Softphone Troubleshooting Guide

Introduction 

 

This is an informational document provided by the IT Team. Its purpose is to provide basic troubleshooting to staff concerning Mitel MiCollab Softphone.  


Softphone Activation Issue 

  1. If your Softphone toggle becomes frozen, Restart the application via the Icon tray located in the bottom right-hand corner of your main screen, this is indicated by the chevron (^) Icon.  

 

  1. Right click the MiCollab Icon and press Quit, then reopen the MiCollab softphone application and try again.  





Audio Issues 

Your softphone will ring via the default audio output, sometimes this can become misconfigured, you can check this via a few options.  


Settings cog within the Mitel MiCollab softphone application 

 

Ensure the Microphone and Audio options are set to your current headset.  



Check the “Call settings” within the Mitel MiCollab software 


​Press on your initials in the top right and select “settings.” 

Press “call settings” and ensure the “call using” option is set to “softphone.”

Check your system settings are set to your headset. 

If your softphone settings are correct, make sure your device is recognising your headset.  

 

  1. 1. Press on the start menu in the left hand of your task bar and search for “Sound mixer options.”  

  1. 2. Ensure the Output and Input device options are set to your headset. 

  1. 3. Scroll down and ensure the MiCollab app has the same options set to your headset.  





Check the MiCollab application is not muted. 

 

  1. 1. From the volume mixer ensure that the MiCollab app is not muted.  

  1. 2. Check the Volume Icons are showing as the screenshot on the Left.  

  1. 3. Right hand screenshot shows the MiCollab app is muted. 


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