MiCollab
Service Group
Faculty/Staff
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.
Features:
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.
Help
How to Access:
Please submit a ticket into the Service Desk. An email will be sent to you to download the desktop application.
FAQ's:
None
SLA
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
Status
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.