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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:

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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 falls back (voicemail by default).

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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 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