Service Group


Service Dependencies

Phone System and Network

Service Department:

Infrastructure and Computing Services

Service Description

Brief Description:
MiCollab is a softphone client (tool) from Mitel that allows Call Center, Help Desk, and other college support staff to make and receive phone calls using an internet device such as a computer or mobile device. 
The MiCollab communication tool allows you to answer or make phone calls, set status messages, view call history, check voicemail, and contacts. 
Available Hours:
The MiCollab softphone is available 24/7. 


How to Access:
Please submit a ticket into the Service Desk. An email will be sent to you to download the desktop application. 



All service level requests will be initially handled by the Service Desk. 

Priority Levels and Response Times:
A priority system will be applied to all calls and tickets by the Service Desk and routed to the appropriate department according to the following criteria:
Priority, Impact, Definition, Response Time, and Resolution Time

Priority: 1
Impact: Critical
Definition: A number of college systems impacted or affects multiple people significantly
Response Time: Within 30 minutes
Resolution Time: 4 business hours or until fixed
Priority: 2
Impact: High
Definition: Affects small number of people significantly
Response Time: Within 1 business hour
Resolution Time: 10 business hours
Priority: 3
Impact: Normal
Definition: Affects small  number of people, but work can still be performed
Response Time: Within 3 business hours
Resolution Time: 24 business hours
Priority: 4
Impact: Low
Definition: Affects One person, but work can still be performed
Response Time: Within 1 business day
Resolution Time: 48 to 72 business hours


Report a Problem

Problems with this service should be reported to the ITS Service Desk. The Service Desk is available Monday-Friday 8:00am-5:00pm. You can contact us directly by calling 704-216-7200 or by visiting our Service Desk Portal site. A ticket will be created to track this issue and provide further communications. 


Creation date: 12/15/2021 3:02 PM      Updated: 6/13/2023 12:03 PM