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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:
ConceptWhat it is
SchedulesReusable business-hours calendars (weekly hours, timezone, public holidays, date overrides)
LocationsThe physical or logical places your team operates from
DepartmentsFunctional groupings such as Sales, Service, or Bookings
EndpointsTransfer destinations that sit on a location × department and reference a schedule

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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. 
Location (Sydney HQ)  ×  Department (Sales)
        -> Endpoint "Sydney Sales"
              destination: team member or phone
              schedule:    "Showroom hours"
When the assistant transfers a call, it resolves the matching endpoint, checks the schedule, and dials the destination if open. If closed, it falls back (voicemail by default).

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Tabs

The Numbers & Routing area is organised into tabs:
TabPurpose
OverviewDashboard of open endpoints, recent resolutions, and any broken endpoints
NumbersYour phone numbers and the inbound script assigned to each
EndpointsRouting endpoints grouped by location, with live open/closed status
SchedulesSchedule editor and 7-day preview
LocationsLocations with address and default schedule
DepartmentsDepartments with presets and default schedule
Audit LogEvery routing resolution, with the destination dialled and a link to the call

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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 Warm Handoff.

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Next Steps

  • Schedules — Define when endpoints are open
  • Endpoints — Configure transfer destinations
  • Warm Handoff — Transfer callers to an endpoint from a script