Micollab Mobile Softphone not ringing

Micollab - Not receiving Notifications/Calls on Android

To Troubleshoot why your Android phone may not be receiving calls through micollab, check the following.

  1. Check Settings within Micollab
    1. Softphone needs to be turned on
      1. Open Micollab App
      2. Tap your profile picture in the upper right
      3. Make sure the "softphone" toggle is "On"
    2. The settings for your Availability status need to be set to "Send my Calls to: My Ring Group"
      1. Open Micollab App
      2. Tap your profile picture in the upper right
      3. Tap the Bolded Status next to Availability, then tap "Manage Status"
      4. Tap the Setting you are using (in this example its "In the office")
      5. Verify that "Send my calls to" is set to "My Ring Group" and that "Softphone" is selected (other Items like Deskphone may also be on, they will not effect this)
      6. Verify that "Enable Do Not Disturb" is set to "Off"



  2. Make sure you are not connected to the Guest Wifi
    1. This may be the issue if the problem is present only when you are in the office
    2. Pull down from the top of your screen, Long Press on the Wifi Icon to pull up your connection settings

  3. Check The App Settings
    1. Open the Settings App, Tap Apps, Tap See All, or All Apps, and Select Micollab. Or Use the search function to open the Micollab App settings.
    2. Tap Notifications and Ensure all options are checked
    3. Tap the Back arrow, scroll to the bottom and ensure that "Pause App Activity if Unused" is unchecked


  4. Make Sure "Battery Saver" is turned off
    1. Open the Settings App
    2. Tap Battery
    3. Check that the "Battery Saver" option is turned off
      1. Note: Some phones may also have "Battery optimization" that needs to be disabled for Mitel. This can be found by searching within settings for "Battery Optimization" though in most cases this is handled through the checkbox in Step 3. C.
      

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