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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 lists endpoints grouped by location with a live open/closed status that polls in the background.

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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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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, it falls back — voicemail by default.
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
  • Warm Handoff — The tool that transfers a caller to a human