# Destinations

**Telephony** is company-wide. The agent editor is per agent. You build people, groups, rooms, and named transfers **here**. You turn them on for **this** agent **there**. Doing only one side leaves the agent with nowhere to send, or a route pointed at something that does not exist.

This page is the map. Each Telephony tab has its own walkthrough.

## Company here, agent there

| You configure | On Telephony | The agent uses it |
|---------------|--------------|-------------------|
| Trunk + numbers | **Trunks** | **Channels - Telephony** - which DID this agent answers |
| Second landing / caller-ID pool | **Routing** | Agent telephony add-route (when shown), and outbound campaigns / API |
| People and seats | **Active directory** | **Call handling - Transfer** type **User** |
| Several people, one extension | **User Groups** | Transfer type **User group**; inbound / trunk default |
| Named transfer + dial digit | **Call Transfers** | IVR / menus - **not** the Transfer destination list |
| Dial-in bridge | **Conference Rooms** | Routing destination; PIN rooms need **join_conference** |
| SIP domain + recording default | **Call settings** | User-extension transfers; **Recording & Privacy** |

**Call Transfers** and **Call handling - Transfer** are different lists. Creating a Call Transfer does not add a row on the agent Transfer tab.

- **Active directory** — who to dial
- **User Groups** — ring several people
- **Call Transfers** — named + dial digit
- **Conference Rooms** — dial-in bridges
- **Call settings** — SIP + recording default

## First setup - one destination the agent can say

1. **A production number already rings this agent** - [Get a number](https://docs.voicelogica.ai/telephony/).
2. **Create the person or group** - [Active directory](https://docs.voicelogica.ai/telephony/active-directory/) (invite / seat) or [User Groups](https://docs.voicelogica.ai/telephony/user-groups/).

     <ShotPlaceholder
       src="/assets/telephony/destinations-form.png"
       name="destinations-form"
       alt="Active directory with seated user and AI agent"
       capture="Telephony Active directory as destination catalog."
     />

3. **Open the agent - Call handling - Transfer** - On, Warm, one line in **When and where to transfer** that uses that name. [Transfer](https://docs.voicelogica.ai/telephony/transfer/).

     <ShotPlaceholder
       src="/assets/telephony/destinations-add.png"
       name="destinations-add"
       alt="Agent Transfer Specific destinations type picker"
       capture="Agent Transfer destinations."
     />

4. **Call the production DID** and ask to be passed. Listen on **Calls**.

Skip Call Transfers until an IVR needs a dial digit. Skip Conference Rooms until someone should join a bridge.

## Troubleshooting

**I created a Call Transfer and Transfer still has no destinations**

Call Transfers do not fill the agent Transfer list. Add a **User**, **User group**, or **AI agent** on Transfer, or turn **Allow the AI to transfer to any enabled destination in this company** on after those objects exist.

**Where do I create a support queue the agent can name?**

[User Groups](https://docs.voicelogica.ai/telephony/user-groups/) - then pick **User group** on Transfer. Inbound can also land on that group from [Routing](https://docs.voicelogica.ai/telephony/routing/).

## Next Steps

[Active directory](https://docs.voicelogica.ai/telephony/active-directory/) - people and click-to-call.  
[User Groups](https://docs.voicelogica.ai/telephony/user-groups/) - several people, one extension.  
[Transfer](https://docs.voicelogica.ai/telephony/transfer/) - turn the catalog on for *this* agent.