In our continuous efforts to improve efficiency and enhance the end-user experience, Rowan-Cabarrus Community College will be transitioning to Microsoft Single Sign-On (SSO) for accessing all our systems and applications. Single sign-on is an authentication method that allows a user to log in to a system or application with one user ID and password. This change will help streamline the login process for employees and students, providing you with a more seamless and secure experience. Blackboard will be the first of several systems the Rowan-Cabarrus ITS team will be moving to Microsoft Single Sign-On. What does this mean for you? Beginning Wednesday, March 27th when you access Blackboard, you will be prompted to log in using your Rowan-Cabarrus email address and password. • For Students - Your Rowan-Cabarrus email address is your [last name].[first initial].[last 5 numbers of student ID]@student.rccc.edu • For Faculty/Staff – Your Rowan-Cabarrus email address is your [first name].[last name]@rccc.edu We understand that any technology changes may raise questions, and we are here to support you every step of the way. If you encounter any issues or have questions about this transition, please do not hesitate to reach out to our IT Help Desk at (704)216-7200 or visit our ITS Help Desk website. We appreciate your cooperation and understanding as we work to improve your learning experience at Rowan-Cabarrus Community College. Thank you for your attention to this important update.

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. 

Documentation

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