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.Fields
| Field | Type | Required | Default | Description |
|---|---|---|---|---|
| Name | string | Yes | — | Endpoint name, e.g. “Sydney Sales”. Unique per team. |
| Location | location | Yes | — | The location this endpoint serves. |
| Department | department | Yes | — | The department this endpoint serves. |
| Schedule | schedule | No | inherited | Explicit schedule override. When empty, the endpoint inherits department → location → team default. See Schedules. |
| Destination type | string | Yes | phone | One of phone, member, or sip_uri. |
| Destination | string | Yes | — | The destination value, matching the type (see below). |
| Extension | string | No | none | Optional internal short code. |
| Priority | integer | No | 0 | Tie-breaker when more than one active endpoint matches a location × department. Lowest wins. |
| Active | boolean | No | true | Inactive endpoints are skipped during resolution. |
Destination Types
| Type | Input | Notes |
|---|---|---|
phone | Phone number | Validated as a real number (E.164). |
member | Team member | Dials the member’s verified mobile on file. Every team member has one. |
sip_uri | SIP URI | Must start with sip:. |
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 amember 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.
Resolution
When a transfer targets an endpoint (directly, or by location + department), Voxworks:- Finds the matching active endpoint. If more than one matches, it picks the lowest
priority. - Determines the effective schedule (endpoint → department → location → team default).
- Checks the schedule. If open, it dials the destination.
- If closed, it falls back — voicemail by default.
Next Steps
- Schedules — Control when an endpoint is open
- Warm Handoff — The tool that transfers a caller to a human