Direct inward dialing (DID) routes inbound calls directly to a specific phone or extension within a company instead of going through automated menus. Businesses purchase DID numbers from a service provider and then assign them to users without requiring separate phone lines for each. With a DID number, companies streamline the caller experience by connecting callers immediately to the phone line of the intended recipient.
How DID works depends on the type of phone system your company uses, whether it’s a public switched telephone network (PSTN) or voice-over-internet protocol (VoIP). Let’s examine how each one works.
DID on PSTN
Traditional DIDs use the conventional public switched telephone network (PSTN) method, wherein the service provider assigns phone numbers based on the company’s location. In this setting, the company is required to lease and install copper wires called PRI (primary rate interface) from the telephone provider.
Each user assigned with a DID number has a dedicated PRI trunk line connected to the company’s private branch exchange (PBX) system. When a caller dials a local DID, the incoming call will be forwarded to the company’s PBX through the trunk line, which will then route the call to the desired extension.
Telephone providers often require customers to purchase bundles of DID numbers, which can be costly along with the hardware requirements. With the PSTN, only up to 23 simultaneous calls are allowed within a company’s phone network, making it a less efficient way of handling calls.
DID on VoIP
VoIP offers a more flexible and cost-effective way of facilitating DID calling. A VoIP provider uses session initiation protocol (SIP) trunking that allows for virtual phone lines over the internet.
With SIP trunking, DID numbers can be assigned from any location using the provider’s phone software. The provider will then configure the number internally by activating the SIP trunk line, linking the DID number to the assigned user through the application. VoIP uses virtual numbers or extensions to handle DID calls. Once the numbers have been established, the VoIP system can now route incoming calls to the DID number specified.
DID numbers are virtually provided within the same day. Most providers let you purchase DID numbers online and make calls right away. Each number is independent and can be requested on a per-need basis. It can be configured internally and assigned to the preferred user using the phone app. Unlike PSTN, VoIP allows DID users to make an unlimited number of calls simultaneously.
How to Get a DID Number
Now that you know what direct inward dialing is, it’s time to find out how to set one up. Getting a new direct inward dialing number for your business is a quick and straightforward process when partnering with a VoIP provider. Subscribing to a VoIP phone system comes with a free business phone number for every user account, along with a suite of communication features.
The cost of direct inward dialing numbers ranges from $5 to $40, depending on several factors: VoIP provider, number type (local, toll-free, or vanity), geographic location, and business phone features. If you already have an existing subscription with a VoIP provider, you can acquire a DID number through your provider’s account portal or by contacting their support team.
If you prefer the self-service route, follow the steps below:
- Navigate to the section where you can order phone numbers. It is usually located on the “Users” dashboard.
- You will be prompted to enter the state and your desired area code. The screen will display a list of available DID numbers to choose from.
- Review the associated cost of your DID number, as this will be added to your monthly subscription.
- Confirm your selection and then add the DID number to your account.
Once you’re done, make sure to test the new DID number to ensure incoming calls are routed to the correct destination. You can always return to the account portal if you want to activate or deactivate your DID numbers or create call queues or ring groups associated with a group of DID numbers.
Benefits of DID
If you’re wondering what direct inward dialing is used for, DID offers a range of advantages to businesses regardless of size and industry. If you’re still unsure whether to get a DID number for your company, here are some benefits you should know about:
- Better flexibility: VoIP providers allow businesses to assign DID numbers to employees wherever they are located. It also includes access to various inbound routing features, giving you more control over how you want to receive calls. For instance, you can forward incoming calls to your mobile device after business hours.
- Improved customer service: A study by Salesforce revealed that 77% of customers expect to reach someone immediately when they contact a company. Putting them through complicated phone menus or transferring their call multiple times will only add to their frustration. A dedicated DID number gives them a quick and direct way to speak to the person they need on the first call. This creates an impression that you value their time and needs, improving loyalty and satisfaction.
- Simplified internal communication: DID makes it easier for employees to directly contact their colleagues in different locations through a dedicated extension. This eliminates the time spent going through the company’s main line or directory to search for their number. This is particularly useful for large organizations with distributed teams and multiple departments, as each gets assigned a unique phone number.
- Cost-effective: Using VoIP for DID helps your company save costs by eliminating the need to pay for the installation of separate phone lines and phone hardware. With a cloud-based solution, you can acquire multiple DID numbers within minutes while leaving all the setup and maintenance tasks to your provider. VoIP plans also help you save on long-distance calls with competitive per-minute rates.
Best VoIP DID Providers
Finding the right VoIP provider for your DID needs can be challenging, given the number of options available in the market. Each VoIP provider varies in pricing structure, feature set, and niche capabilities. Below, we listed some of the experienced VoIP providers to help you set up your DID numbers seamlessly.
Frequently Asked Questions (FAQs)
Yes. However, the customization options for DID numbers vary depending on the VoIP provider. AVOXI, a global VoIP solution, uses number selection, where users can search through their global database to find the DID number they’re looking for. Others let you choose an area code to identify with a specific geographic location, while some offer the option of purchasing vanity numbers.
DID numbers refer to the phone number used by external callers to directly reach a company extension without passing through the automated phone menu. Direct outward dialing, or DOD, allows internal users within a company’s PBX system to make calls to external phone numbers without going through the central operator.
Certainly. VoIP providers offer the option to transfer an existing DID number through the number porting process. Depending on the provider, number porting is offered for free or for a minimal charge. The process involves sending your account information from your former carrier to your new service provider.
Bottom Line
DID provides businesses a way to streamline communications by allowing callers to directly dial a person or department within a company’s phone system without having to go through a menu. Besides offering a direct contact point, DID personalizes the caller experience and reduces the overhead costs involved in setting up physical phone lines. Sign up for a 14-day free trial at Dialpad to set up your DID number quickly.