Transfer Calls to Mobile, Web, Phone & SIP of a user - no personal number required!

11th September 2026

Overview

You can now transfer calls from the mobile app to staff members who don't have a personal phone number.

Prerequisites

To use this feature, you will need:

LANA

Steps

Step One
Make a regular call from the mobile app (outbound or inbound)

Step Two

In the active call, tap the transfer call icon at the top right corner

Step Three

Go to the Staff Members tab and choose the staff member you want to transfer the call to. Device types they can receive the transferred call on are shown next to their name

Step Four
Tap Call and Hold for a warm transfer, or Transfer and End for a blind transfer
Step Five
The staff member receiving the transferred call can see that it's a transferred call, along with who transferred it. On iOS, the incoming call banner shows the contact name followed by "via" and the name of the staff member who transferred it — for example, John Doe via Michael Scott.
On Android, the incoming call screen shows Transferred call from Michael Scott

Step Six
They tap Answer
Step Seven
The warm transfer can be executed as usual
Key points
Works for both warm and blind transfers
Works for both outbound and inbound calls
The mobile app now works as both transfer source and destination
Re-transferring a call (transferring a call that was already transferred to you) isn't supported yet
Transfers ring every device the staff member has set under "Forward calls to" at the same time: Web App, Mobile App, Phone, and SIP desk phone
Staff members with no device configured appear as disabled in the transfer list

Support

Reach out to Support@lana.software for all support related enquiries

Reach out to Accounts@lana.software for all accounts related enquiries