Check availability and the active tab
Open the webphone, then its Settings tab. Review Availability and the selected identity under SIP line → Act as.
When Availability is turned off, the webphone signs out in every tab and stays offline until it is turned on again. Confirm that being available for calls is appropriate before changing it.
The Session area identifies whether this tab controls the webphone. Use Take over in this tab only when you intend to move control, and avoid reconnecting or changing sessions during a call.
Check microphone and speaker
- In webphone Settings, review the selected microphone and speaker. Use Refresh if you have connected a different device.
- Check the physical headset mute switch, system volume and the webphone’s call volume.
- Review microphone permission for app.illyvoip.com in the browser and operating system.
- When ready to test locally, use the microphone Start test to check activity and Play test sound to check output.
Microphone and desktop-notification permissions are separate. Allowing alerts does not grant microphone access.
On a managed computer
Your administrator may control microphone permissions. Ask them to review the policy if the setting cannot be changed.
If incoming calls do not ring
- Confirm the incoming number is active and its saved destination points to the expected SIP identity or team workflow.
- Check the webphone identity and availability.
- Review ringtone volume and the browser’s notification settings.
- Test in the actual browser and tab setup you intend to use. An alert setting is not proof that the number is routed correctly.
If outgoing calls fail
Confirm the dialed number, selected outgoing identity, account balance and applicable route. Review Fraud Control if a destination or rate restriction could apply.
Use Connection quality to check reachability from the current browser. Its result does not measure real call audio, jitter or packet loss.
Collect a useful example
- Environment
- Browser and operating-system versions, microphone/headset and whether the issue occurs on another network.
- Symptom
- Offline, no ringing, failed outgoing call, missing microphone audio or missing speaker audio. State whether one or both parties are affected.
- Reference
- Call ID if present, date and timezone, error text and the checks already completed.
Keep passwords, API keys and unrelated customer records out of screenshots or logs.
Prepare a support request