Skip to main content

​
What are Service Addresses?

A service address is a physical Australian address your team keeps on file and records against each phone number it owns. Voxworks will not assign a number without one — the Assign phone number dialog shows an Address Required alert if your team has no addresses yet: “Add a team address below before assigning a number. Addresses are used as the service address for number assignments.” Your team’s addresses are shared across the platform:
  • Number assignment — every number claimed from the inventory pool is assigned to a team address. See Phone Numbers for the full claim flow.
  • Locations — each routing location can hold one of these addresses, which is how a number’s Set location control works. A placed Australian address also lets the location take part in location routing.
  • AI Receptionist — the receptionist’s Your phone number card prompts you to fix any number that is missing an address.
On the Locations tab, adding and editing addresses requires permission to manage routing — the address cells are read-only for members without it.

​
Why numbers need a service address

In Australia, a service address must be held on record for every active phone number. Carriers supply this information to the Integrated Public Number Database (IPND) — the national register that Triple Zero (000) emergency services use to help locate callers, and that underpins directory records. Keeping an accurate service address against each number is a regulatory requirement, not a Voxworks preference. That is why:
  • You cannot assign a number without selecting an address — the dialog’s Assign number button stays disabled until both a number and an address are chosen.
  • You cannot clear the address from an assigned number — attempting to do so is refused with “Assigned numbers must have a service address”.
  • Older numbers assigned before this requirement show a nudge in the AI Receptionist settings: “This number needs a service address.” with an Add address link that opens the Set service address dialog.
Use the address where the number is genuinely answered — your office, shopfront, or registered business premises — rather than a PO box or an unrelated address. The same requirement is why trial accounts use temporary shared numbers: a Temporary badge on a number notes that “Temporary numbers expire after the trial period. A dedicated number can be assigned once an address is available.” See Phone Numbers for trial gating.

​
Adding an address

You can add a team address from three places, all writing to the same shared list:
  1. While assigning a number — the Assign phone number dialog (opened by Add number on the Numbers tab, or Get a number in receptionist settings) includes the address form inline. If you already have addresses, pick one from the Select team address dropdown or click + Add new address.
  2. From the Locations tab — go to Numbers & Routing → Locations and click a location’s Address cell (it reads Add address when empty). Saving creates the address and links it to that location. See Locations → Address.
  3. From a receptionist’s settings — the Set service address dialog appears when an assigned number is missing an address: “Every assigned number needs a service address. Pick a team address or add a new one.”

​
Address form fields

Start typing in the Search for an address… field to autocomplete a real address — suggestions cover Australian addresses only, and picking one fills the fields below, which you can still adjust manually. Under the fields, a line tells you whether the address can be placed on the map for location routing: “Placed from the address lookup.”, “Will be placed at the centre of the suburb and postcode entered.” or “Only Australian addresses take part in distance routing.” Editing the street, suburb, state, postcode or country by hand after picking a suggestion clears the looked-up position. Click Add Address to save (or Save Address when editing an existing one).

​
Editing addresses

To change an address, open Numbers & Routing → Locations and click the Address cell of the location that holds it. Your changes are saved to the address itself, so any number recorded against it follows. An address that is currently recorded against a phone number can never be deleted — the platform refuses with “This address is assigned to a number and cannot be deleted”. Move the number to a different address first, or release the number.

​
Changing a number’s address

A number’s service address is changed through its Set location control on the Numbers tab detail panel. Locations wrap your saved addresses, so picking a location records that location’s address against the number. Locations without an address are greyed out with “Add an address to use this location”. Because assigned numbers must always have a service address, you can swap the address but never remove it.

​
Business verification (AU regulatory requirements)

Australian regulations require business details to be verified before dedicated phone numbers can be provisioned to a business. Voxworks handles this through a regulatory verification of your company details — your Company name, Address, and ABN, as entered under Settings → Billing. All of these must be complete, including the ABN, before verification can be submitted. Numbers you claim from the Voxworks inventory pool are already provisioned, so most teams never need to complete verification themselves. Where verification does apply to your account, it moves through these statuses: If your business needs its own verified regulatory profile — for example, to provision numbers registered directly to your company — speak to the Voxworks team for further custom configuration.

​
Next Steps