Direct Inward Dialing improves customer experience by allowing direct extension dialing.
In this article, we will understand how DID works and its advantages can help businesses improve communication and productivity.
![What Is Direct Inward Dialing (DID)?](https://callwave.com/wp-content/uploads/2023/10/image-412-1024x594.png)
What is Direct Inward Dialing?
- Direct Inward Dialing (DID), also called Direct Dial-In (DDI), is a feature offered by telephone companies that enables external callers to dial directly to an internal extension on a company’s private branch exchange (PBX) phone system.
- DID provides a unique phone number for each employee that can be dialed by customers and other outside callers to connect with them directly, without going through a receptionist or directory service.
- The local phone provider assigns a range of DID numbers to the company for use with their extensions. These DID numbers are linked to corresponding internal extensions.
- When an outside caller dials a DID number, the telephone company routes the call directly to the linked receiving extension at the company’s PBX.
- DID allows for any quantity of simultaneous incoming calls up to the capacity of the PBX phone system.
What is a DID Number?
- A DID number is a Direct Inward Dial phone number assigned by the telephone company to a business for connection to their PBX extensions.
- DID numbers enable outside callers to dial directly to individual employees or departments right on their direct lines, bypassing a switchboard.
- DID numbers are normal-looking 10-digit phone numbers using the standard numbering plan in the region.
- The company can assign each employee their individual DID number that rings to their direct extension.
- DID numbers all point back to the main business PBX but route to the specified direct extension when dialed.
- Companies are allocated a range of DID numbers in sequential blocks of typically 20, 50, or 100 numbers.
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How Does Direct Inward Dialing Work?
Direct Inward Dialing works through interaction between the telephone company’s digital telephony switches and the customer’s PBX phone system:
- The local telephone provider allocates a range or block of DID numbers to a business for their exclusive use.
- The business assigns each of these DID numbers to correspond to individual user extensions on the PBX phone system.
- The telephone company programs its digital switches to route inbound calls for each DID number to the PBX trunk lines.
- When an outside caller dials a DID number, the phone company’s switch interprets the number and directs the call to the PBX system.
- The PBX receives the inward call and automatically routes it to the assigned internal extension that corresponds to the DID number being called.
- This enables any quantity of individual DID numbers to ring directly to their matched extensions simultaneously.
- Callers don’t have to memorize extension numbers, improving customer experience.
Direct Inward Dialing (DID) vs Direct Outward Dialing (DOD)
While often confused, DID and DOD are distinct direct dialing functions:
- DID enables external callers to dial inward directly to employees at a company. DOD allows employees to dial outbound calls directly.
- DID routes incoming calls to PBX extensions. DOD allows dialing outside calls without going through a switchboard operator.
- DID provides direct extension numbers for inbound calls. DOD grants direct outgoing external access.
- DID requires programming at the telephone company switch. DOD involves configuration on the PBX phone system.
- Companies use DID to improve inbound customer experience. DOD boosts employee productivity by making outbound calls.
- DID facilitates inbound traffic directly to employees. DOD controls and manages employee outgoing call access.
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Benefits of DID
There are many benefits DID inbound calling provides for businesses:
- Improves customer experience allowing direct dialing to employees or departments.
- Increases inbound call capacity with the availability of multiple simultaneous DID numbers.
- Enables individual employee recognition by giving each their number.
- Allows flexible extension assignments as employees join or depart.
- Simplifies contact management for clients with direct dial numbers.
- Avoid the bottleneck of transferring or holding all calls through a receptionist.
- Enables organizations to port existing DID numbers when changing business locations or phone systems.
- Provides a full-featured business phone presence and professional image for small companies.
- Integrates conveniently with automated attendants, voicemail systems, and phone menus.
- Supports detailed tracking of calls to individual DID numbers using call analytics.
How to Get DID?
Follow these steps to get Direct Inward Dialing numbers for your business:
- Determine how many DID numbers you need for existing extensions and potential growth. Common blocks are 20, 50, or 100 numbers.
- Contact your local telephone company to order DID service. The provider will assign your company a range of DID numbers corresponding to your requested block.
- Choose which DID number you want to assign to each extension on your business phone system. Develop a mapping plan.
- Configure your PBX system to route inbound calls from each assigned DID number to its corresponding user extension.
- Confirm with the telephone provider that your DID numbers are programmed in their digital switches to direct inward calls to your PBX trunks.
- Begin distributing DID number assignments to employees and departments.
- Update business materials with individual DID phone numbers for sales, support, departments, and employees.
- Leverage DID call routing to handle growth by adding new user extensions mapped to newly allocated numbers.
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Frequently Asked Questions (FAQ)
Q1: What does the acronym DID stand for?
Ans: DID stands for Direct Inward Dialing. It is also sometimes referred to as Direct Dial-In.
Q2: How do DID numbers work on a PBX phone system?
Ans: The business PBX programming routes each inbound DID number to its assigned corresponding internal extension when calls are received.
Q3: What are the advantages of DID numbers for customers?
Ans: DID enables customers to dial employees directly without going through a receptionist or phone directory. This improves customer experience.
Q4: How many DID numbers can a business obtain from their phone provider?
Ans: Telephone companies typically allocate DID numbers in blocks of 20, 50, 100, or more. Companies can request sufficient DID numbers for all their extensions.
Q5: Can existing phone numbers be converted to DID?
Ans: Yes, most providers can convert your current business phone numbers to DID numbers mapped to your PBX extensions. Porting numbers is common when activating DID service.