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What is Routing?

Routing gives your assistant a structured way to transfer a live call to a human — to the right location, department, and destination, while respecting business hours. Instead of describing a transfer in prose, you define addressable destinations the assistant resolves and dials at call time. The feature lives under Numbers & Routing in your team dashboard and is built from four concepts, plus optional location-based routing:

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How It Fits Together

A routing endpoint joins one location and one department, points at a single destination (a phone number, a team member, or a SIP URI), and uses a schedule to decide whether it is open right now. SIP destinations are not self-serve — see SIP Trunking & BYO Carrier for how those are set up with the Voxworks team.
When the assistant transfers a call, it resolves the matching endpoint, checks the schedule, and dials the destination if open. If closed, it follows the endpoint’s Fallback: a Forward fallback passes the call on to another endpoint, checked against its own schedule. If nothing in the chain is open, the transfer doesn’t go ahead and the conversation continues on the failure path. See Endpoints.

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Tabs

The Numbers & Routing area is organised into tabs:

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Getting Started

A team starts with one seeded schedule named Business default (Mon–Fri 09:00–17:00 in the team timezone, all Australian states’ public holidays excluded). From there:
  1. Create a location.
  2. Create a department.
  3. Create an endpoint on that location × department and pick a destination.
  4. Transfer callers to the endpoint during a call. See Handoff.

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Next Steps

  • Schedules — Define when endpoints are open
  • Endpoints — Configure transfer destinations
  • Location Routing — Route callers to the nearest location
  • Handoff — Transfer callers to an endpoint from a script