What Is DID? Why Does Your Business Need It?

Nov 25, 2022

Callers often resent having to go to navigate an automated phone menu or a human receptionist to reach someone at a business. They prefer to contact the person directly without waiting. This is possible if the organization has configured a direct inward dialing(DID) service.

We'll see what it is and why businesses need a DID service.

About DID

When someone says, "reach me at my direct number," he is referring to DID. The term DID also stands for a direct-dial number, direct dial, and direct dial-in.

DID is a block of certain telephone numbers that a telephone service provider assigns to the organization's Private Branch Exchange (PBX). DID enables organizations to set up virtual numbers that can bypass the exchange and connect directly to desk extensions without going through the main reception line. DIDs are often used with local numbers and with premium-rate, or toll-free numbers. The virtual numbers assigned are termed DID numbers.  They help optimize call routing over existing telephone lines

DID Number

To users, DID is similar to any standard telephone number. However, technically, a DID is a virtual number. It goes to and activates the device at the extension point it is associated with. A DID number service can thus be considered a shortcut to a phone line.

DID number points inbound calls to the organization's network of phone systems and makes the number "direct" to the individual user. Dedicated call routing is possible through phone systems such as VoIP or PSTN.

DID forwarding is flexible. It gives us more control over where and when we receive calls. A DID is a preferred option for an organization to offer a unique contact phone number for an employee or team. A single DID number allocated to a team ensures no missed leads and manages calls efficiently. It is also possible to forward multiple DID numbers to the same destination. The ability to forward customer calls to agents' mobile numbers, as well as landlines to manage business calls from anywhere.

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Why do Businesses need DIDs?

Often callers are short on time. They are likely to skip the phone menu or receptionist and go directly to the agent or sales department. Regardless of the size of the business, connecting with customers is important. They are required to reach the right contact without any wait.

If an organization has dedicated lines for customer service, sales, and other departments, it is likely to benefit from DID, preferably paired with a dedicated VoIP system.

Some of the benefits are listed below:

Cost Saving: DID reduces the number of trunk lines needed to connect the business. By using a VoIP system, it is also possible to forward DID to different continents. This method saves a lot on long-distance calling costs.

Save in Time: Direct call routing is easier and faster for customers when their agent has a single number.

ScalabilityScalability: DID is the best technology supporting scalability at a nominal cost. The telephone network does not demand any additional hardware for extended operations of businesses.

Marketing Attributes: The ability to assign different numbers to different campaigns enables accurate tracking of each campaign's performance.

Increased CX: Consumers prefer to call local phone numbers rather than toll-free or foreign numbers. That adds to their convenience.

DIDs in Contact Center

Many companies' contact centers have a high traffic of customer calls. The calling system in such support centers and contact centers have IVR systems, mainly integrated through DID numbers. These systems route incoming customer calls and connect them to the appropriate agents. This system enables businesses to track missed calls and obtain metrics to monitor average handle and hold time, first-call resolution, and agent performance.


DID numbers help promote the business and provide a way to run a well-connected office? After setting up DID service, inbound callers can reach the team quickly and easily. In a competitive market where great customer service is a competitive advantage, using a DID number service is another way to enhance the customer experience.


Many organizations are increasing the effectiveness of their operations with cloud telephony work environments that include virtual numbers, IVRs, toll-free numbers, and DIDs. Call-centric businesses, especially those using direct-dial numbers, are benefiting the most from DID numbers obtained from leading cloud business communication solution providers like Knowlarity.

Written By:  Manna Khare


DID System
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