Transfer a browser-webphone call to another agent or phone number

During an active call in the full IllyVoIP browser webphone, select Transfer, choose Agent/line or PSTN Number, and follow the transfer status until it completes. A ringing destination is not yet a completed transfer.

Check the call and destination first

This guide covers the full Portal browser-webphone interface. A desk phone, an embedded phone widget and the Webphone SDK can expose different controls. Use their own instructions rather than assuming the screens are identical.

You need an active call, access to the webphone and an eligible destination. Confirm whom the caller needs before transferring. For an external number, check the full international number and the applicable calling permissions, account balance and charges. A transfer does not bypass destination restrictions or caller-ID policy.

1. Open Transfer during the call

1. Confirm that you are handling the intended active call.
2. Tell the caller that you are transferring them.
3. Select Transfer in the call controls.
4. Choose the destination type in the transfer dialog. Do not use the ordinary dial action to place an unrelated second call.

The transfer controls depend on call state. If there is no active call or a transfer is already underway, the action may be unavailable. Do not reload the page in the middle of a conversation just to force the button to appear.

2. Transfer to an agent

1. Choose Agent/line.
2. Select the intended agent from the available list. Verify the person rather than relying only on a similar-looking name.
3. Select Transfer once.
4. Watch the progress message. The original call may be put on hold while the destination is connected.
5. Wait for the completion or failure result before considering the handoff finished.

An agent listed in the selector is not a guarantee that their device will answer. The transfer can still encounter an unavailable destination or a changed call state.

3. Transfer to another phone number

1. Choose PSTN Number.
2. Enter the destination in full international form with its country code, following the field's example. Recheck every digit.
3. Review the destination before selecting Transfer.
4. Follow the same progress and completion checks as for an agent transfer.

For example, when sending a caller to a colleague's mobile, use that colleague's actual reachable international number. Do not enter the IllyVoIP incoming number that sent the call to you if that would route the call back into the same flow. The external leg may incur normal calling charges.

4. Read progress correctly

• Putting current call on hold: the transfer is being prepared.
• Destination ringing or connecting: the receiving side has not yet been confirmed as a completed handoff.
• Waiting for transfer confirmation: the webphone is still resolving the result. Avoid another transfer or a page reload while it does so.
• Call transferred successfully: the webphone has received a successful completion result.
• Unable to transfer, or confirmation lost: inspect the original call state before trying another action. Do not assume either success or disconnection from an uncertain response.

This workflow does not provide a documented separate consultation conversation in the transfer dialog. Do not describe it to the caller as a private introduction to the receiving agent unless you are using another supported workflow that actually provides one.

5. Cancel or recover from an unanswered transfer

Before submitting, Cancel closes the destination selection. During a pending transfer, use Cancel only when the control is available. It sends a cancellation request; wait for the resulting state. A transfer can finish while cancellation is being processed.

If the webphone confirms that the transfer was canceled and the original call resumed, check that you can hear the caller again. For a failed or unanswered destination, read the message and check whether the original call is still active before choosing another destination. Never assume that a request to cancel has already reconnected the original conversation.

If you cannot complete the transfer

Check the active call, selected agent or number, your webphone access and the visible error. For an external destination, review the applicable calling restrictions and balance. If confirmation is lost, inspect the current call state and reports before repeating the action. Contact support with the time, timezone, public call reference and exact message, excluding passwords or unrelated customer details.

The active-call screens cannot be demonstrated safely without an actual call. This guide describes the verified controls and status handling; it does not claim a live test of your destination.

Related guides

See using the browser webphone. For a physical Yealink phone, use Yealink call transfers; for an application, use Voice API transfer and no-answer handling.

Reviewed 10 October 2026 against the current IllyVoIP Portal and service implementation. Options depend on account access and current service availability.