Understanding Destinations - Complete Setup Guide

Last Updated: August 2025
Reading Time: 10 minutes

Destinations are the heart of your call routing strategy in CallGrid. CallGrid's destination system is designed to be intuitive while offering even more powerful routing capabilities.

🎯 What Are Destinations?

Destinations define where your calls go and how they get there. Think of them as smart endpoints that can:

• Accept or reject calls based on criteria
• Determine pricing dynamically
• Track capacity in real-time
• Route to multiple locations
• Integrate with any call buyer system

📝 Creating/Editing a Destination

Access destinations through: Campaigns → Select Campaign → Routing → Add/Edit Destination

🏢 Basic Information

Destination Naming

• Use clear, descriptive names
• Include buyer identifier
• Add campaign type for easy filtering

Buyer Selection

• Select Existing: Choose from dropdown
• Create New Buyer: Click link to add new buyer inline
• Links all destination data to buyer reporting

Sub ID (Optional)

• External reference number
• Used for buyer's internal tracking
• Passed through in webhooks

Timezone Setting

• Set buyer's local timezone
• Affects schedule-based routing
• Critical for business hours accuracy

⏰ Business Hours Configuration

Control when destinations accept calls:

Always Open

• Toggle ON for 24/7 availability
• Bypasses all schedule restrictions
• Best for: National call centers, emergency services

Custom Schedules

When toggled OFF, configure:

• Day-by-day availability
• Specific hours per day
• Holiday blackouts
• Timezone-aware scheduling

📞 Call Settings

Phone Type Options

1. Static Number

• Fixed destination number
• Format: Standard phone format
• Use for: Direct buyers, single locations

2. Variable Number

• Number provided by webhook
• Requires webhook configuration
• Use for: Dynamic routing, multiple locations

3. SIP

• Direct VoIP routing
• Format: sip:user@domain.com
• Example: 19548720849@tldcrm-abb.sip.telnyx.com
• Use for: Advanced integrations, call centers

Dialing Configuration

Dial Attempts

• Range: 1-5 attempts
• Default: 1
• Recommendation: 3 for critical buyers

Dial Timeout

• Range: 5-60 seconds
• Default: 8 seconds
• Recommendation: 15-20 seconds

Recording Options

• Enable/Disable call recordings
• Checkbox to turn off for specific destinations
• Compliance: Disable for states with strict recording laws

💰 Capacity and Limit Settings

Call Volume Controls

Cap Type

• Connect: Count answered calls only
• Attempt: Count all call attempts
• Impact: Connect typically allows more traffic

Max Concurrent Calls

• Simultaneous call limit
• Prevents overwhelming buyers
• Example: 1 = one call at a time

Global Cap

• Total calls across all time
• Infinity (∞) = No limit
• Use for: Testing or limited contracts

Monthly Cap

• Calendar month limit
• Resets automatically
• Infinity (∞) = No monthly limit

Daily Cap

• 24-hour rolling limit
• Resets at midnight buyer timezone
• Infinity (∞) = No daily limit

Hourly Cap

• 60-minute rolling limit
• Prevents traffic spikes
• Infinity (∞) = No hourly limit

Advanced Scheduling

• Enable Capacity Schedule: Time-based capacity
• Enable Concurrency Schedule: Time-based concurrent limits
• Configure different limits by hour/day

💵 Revenue Settings

Revenue Type

Fixed Revenue

• Static price per call
• Set amount regardless of buyer response
• Best for: Established contracts

Variable Revenue

• Dynamic pricing from webhook
• Buyer determines price per call
• Best for: Marketplace/bidding scenarios

Revenue Amount

• Dollar amount for fixed revenue
• Minimum acceptable for variable
• Format: No $ symbol needed (e.g., "50")

Conversion Configuration

Conversion Type

• Duration: Time-based qualification
• Webhook: Buyer-confirmed conversion
• AI: Automated detection

Duration Start

• Connect: When call is answered
• Dial: When dialing begins
• Impact: Affects billable calculation

Duration Type

• Fixed: Exact duration required
• Minimum: At least X seconds
• Range: Between X and Y seconds

Duration Seconds

• Minimum call length for billing
• Industry standards:
• • Insurance: 90-120 seconds
  • Home Services: 60-90 seconds
  • Finance: 120-180 seconds

🏷️ Tag Routing Rules

Understanding Filters

Powerful call filtering before routing:

Add Filter

Create rules to include/exclude calls:

• Click "+ Add Filter"
• Select tag type
• Choose operator (Equals, Not Equals, etc.)
• Set value(s)

Common Filter Examples

State Filtering:

InboundStateCode Equals "FL,TX,SC"

ZIP Exclusions:

InboundZipCode Not Equals "90210,10001"

Time-Based:

WorkNotes Contains "T1-PPC"

Multi-Condition:

InboundStateCode Equals "CA" AND

SourceName Equals "Google Ads"

Managing Tags

• Click tag icon to edit inline
• Use Clear Filters to reset
• Manage Tags for bulk operations

🔌 Webhook Configuration

Webhook Integration Toggle

Enable to connect with external services for:

• Real-time bid requests
• Dynamic routing decisions
• Buyer system integration

Template Mode

Simplified setup for common integrations:

1. Toggle "Template Mode" ON
2. Select platform from dropdown
3. Enter required credentials
4. Auto-configures all settings

Manual Configuration

Request Setup

• Method: GET or POST
• URL: Full endpoint URL
• Headers: Click "+ Add Header" for auth tokens

URL Variables

Available in URL using double brackets:

https://buyer.com/api?phone=[[tag.InboundNumberNoPlus]]&state=[[tag.InboundStateCode]]

Webhook Testing

Test Process

1. Configure webhook settings
2. Scroll to "Webhook Testing"
3. Fill test variables
4. Click "Run Webhook"
5. Review response

Test Variables

Common test values:

• Phone: +13055551234
• State: FL
• ZIP: 33101

Response Parsing

Acceptance Parsing

How to determine if buyer accepts:

1. Select response format (JSON/XML)
2. Choose field containing decision
3. Set acceptance criteria:
4. • Greater Than 0
   • Equals "true"

Configure: ready Greater Than 0

Agent Availability Parsing

Monitor buyer capacity:

• Select field with agent count
• Updates dashboard availability
• Prevents routing to full buyers

💡 Best Practices

Testing Protocol

1. Configure all settings
2. Run webhook test
3. Verify acceptance logic
4. Start with low daily cap
5. Monitor first 10 calls
6. Adjust based on results

Common Configurations

Pay-Per-Call Setup

• Phone Type: Variable
• Revenue: Variable
• Conversion: Duration 90 seconds
• Caps: Start with 10 daily

Direct Buyer Setup

• Phone Type: Static
• Revenue: Fixed
• Conversion: Duration based
• Caps: Based on contract

Network Integration

• Phone Type: SIP
• Revenue: Variable
• Conversion: Webhook confirmed
• Caps: High concurrent, moderate daily

Performance Optimization

• Test webhooks during setup
• Monitor response times
• Adjust dial timeouts based on buyer
• Use filters to improve quality
• Regular capacity reviews

🚨 Troubleshooting

Common Issues

Webhook Failures

• Check URL formatting
• Verify headers/auth
• Test with curl/Postman
• Review response format

No Calls Routing

• Verify business hours
• Check capacity limits
• Review tag filters
• Confirm buyer status

Low Accept Rates

• Review filter criteria
• Check buyer requirements
• Verify test data accuracy
• Examine time zones

📊 Monitoring Performance

After setup, monitor:

• Accept rate (target >70%)
• Average revenue per call
• Conversion rates
• Capacity utilization
• Response times