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Overview

A routing endpoint is a transfer destination. It joins one location and one department, references a schedule, and points at a single destination. When the assistant transfers a call, it resolves the matching endpoint, checks whether it is open, and dials the destination. The Endpoints tab — “Transfer destinations grouped by location and department.” — lists endpoints with a live open/closed status that polls in the background. The table columns are Name, Location, Department, Destination, Schedule, Fallback and Coverage, and you edit most of them by clicking the cell. The toolbar holds Routing settings (see Location Routing) and Add endpoint, which needs at least one location and one department to exist.

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Fields

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Destination Types

Exactly one destination value is set, matching the selected type.
A sip_uri endpoint only transfers a caller out to a SIP address on your own phone system — it is not SIP trunking or a BYO carrier connection. No SIP destination or connection is self-serve: setting up a sip_uri endpoint, SIP trunking, and BYO carrier are all configured directly with the Voxworks team. See SIP Trunking & BYO Carrier.

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Open / Closed Status

An endpoint is open when it is active, has a valid destination, and its effective schedule reports open right now. It shows closed outside the schedule’s hours, on excluded public holidays, and on date-override closures. An endpoint is flagged broken when its destination cannot be dialled — for example a member whose account is no longer on the team or has no number on file, or a destination value that is missing. Broken endpoints surface on the Overview dashboard.

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When Closed (Fallback)

Click an endpoint’s Fallback cell to choose what happens to a call when the endpoint’s schedule is closed. The editor is headed When closed and has three options: The cell summarises the choice: Voicemail, Message, or the name of the forward target. When a forward target itself forwards on, the cell shows the first target and a count of the rest; hover to see the whole chain, for example Sydney Sales → Head Office. No endpoint in red means Forward is chosen but the target is missing, so pick a new one.

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Forward chains

A forward chain is followed hop by hop until it reaches an endpoint that is open, and that endpoint is dialled. The walk stops after five hops, or as soon as it would revisit an endpoint it has already tried.
When a transfer from a script reaches a closed endpoint that doesn’t forward (or a chain that finds nothing open), the transfer doesn’t go ahead: the assistant tells the caller the team isn’t available and the conversation carries on along the step’s failure path — see Transferring Calls. Speak to the Voxworks team for further custom configuration.
An endpoint can’t fall back to itself. Keep chains short — for example Branch → Head Office, with Head Office falling back to voicemail — so callers aren’t passed around.

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Resolution

When a transfer targets an endpoint (directly, or by location + department), Voxworks:
  1. Finds the matching active endpoint. If more than one matches, it picks the lowest priority.
  2. Determines the effective schedule (endpoint → department → location → team default).
  3. Checks the schedule. If open, it dials the destination.
  4. If closed and its fallback is Forward, it moves to the next endpoint and checks that one’s schedule in turn, for up to five hops. If no open endpoint is reached, the transfer doesn’t go ahead and the call continues on the failure path.
Every resolution is recorded in the Audit Log with the endpoint chosen, the open/closed state, and the destination dialled, linked to the call.

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Next Steps

  • Schedules — Control when an endpoint is open
  • Location Routing — Offer the caller’s nearest endpoint by distance
  • Handoff — The tool that transfers a caller to a human