> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voxworks.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Numbers & Routing

> Route inbound calls and live transfers to the right human at the right location, department, and time of day.

## 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:

| Concept                             | What it is                                                                                  |
| ----------------------------------- | ------------------------------------------------------------------------------------------- |
| [Schedules](/routing/schedules)     | Reusable business-hours calendars (weekly hours, timezone, public holidays, date overrides) |
| [Locations](/routing/locations)     | The physical or logical places your team operates from                                      |
| [Departments](/routing/departments) | Functional groupings such as Sales, Service, or Bookings                                    |
| [Endpoints](/routing/endpoints)     | Transfer destinations that sit on a location × department and reference a schedule          |

***

## 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.

```text theme={null}
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).

***

## Tabs

The Numbers & Routing area is organised into tabs:

| Tab             | Purpose                                                                       |
| --------------- | ----------------------------------------------------------------------------- |
| **Overview**    | Dashboard of open endpoints, recent resolutions, and any broken endpoints     |
| **Numbers**     | Your phone numbers and the inbound script assigned to each                    |
| **Endpoints**   | Routing endpoints grouped by location, with live open/closed status           |
| **Schedules**   | Schedule editor and 7-day preview                                             |
| **Locations**   | Locations with address and default schedule                                   |
| **Departments** | Departments with presets and default schedule                                 |
| **Audit Log**   | Every routing resolution, with the destination dialled and a link to the call |

***

## 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](/routing/locations).
2. Create a [department](/routing/departments).
3. Create an [endpoint](/routing/endpoints) on that location × department and pick a destination.
4. Transfer callers to the endpoint during a call. See [Warm Handoff](/tools/warm-handoff).

***

## Next Steps

* [Schedules](/routing/schedules) — Define when endpoints are open
* [Endpoints](/routing/endpoints) — Configure transfer destinations
* [Warm Handoff](/tools/warm-handoff) — Transfer callers to an endpoint from a script