DID Explained: Delving into Direct Inward Dial Numbers

Victoria Berezhetska
Content Lead
6 minutes read
Victoria Berezhetska
Content Lead
6 minutes read

To reach a company representative, consumers often navigate through an endless series of menu options and questions via an IVR. When this process lacks educational value or sustainability, a customer’s failure to contact a business can prove costly.

Very few consumers can overlook a negative experience when every attempt at customer interaction results in encountering a busy signal or unanswered calls. However, many businesses still fail to recognise the significance of the caller journey and overlook it as a vital component of their marketing strategy.

If your calling clients are unfamiliar with such issues, your company must revamp its customer service to mitigate external and internal business damage. For instance, improving every caller’s touchpoint and reassessing your telephone service can help secure the loyalty of impartial first-time callers and nurture relationships with existing customers.

Businesses seeking to address missed calls and enhance the customer experience often turn to configuring Direct Inward Dialling (DID) service and utilising call forwarding features through a PBX system.

Let’s delve into the intricacies of DID telephony, its functionality, and its benefits for businesses operating via calls.

What Is Direct Inward Dialling (DID) & Why Do Businesses Require It?

Direct Inward Dialling, also known as direct-dial or direct dial-in, is a feature found in most business phone systems. DID numbers enable companies to establish virtual numbers and direct calls through a Private Branch Exchange (PBX).

If you’ve ever been instructed to contact someone at a ‘direct number,’ they likely meant a DID phone number. DID enables callers to connect directly with a specific employee or department instead of navigating through an IVR menu or dialling an extension.

With a DID line in operation, businesses can allocate numerous virtual phone numbers to employees or departments, enhance accessibility, and ensure efficient communication with clients without disclosing agents’ personal contact information. Furthermore, DID service can be utilised with local, vanity, or toll-free numbers.

What Constitutes a DID Number?

A DID phone number is a virtual telephone number that facilitates the routing of calls to existing phone lines or extensions. DID numbers do not necessitate physical phone lines, enabling them to handle an unlimited number of inbound calls and efficiently direct them to any extension or device.

Employing direct dial numbers assists companies in implementing the correct approach to call management and enables customers to make calls irrespective of their geographic location.

For instance, consider a scenario where your company is headquartered in the Middle East but requires local phone numbers to connect with your customers in North America and Europe. With Phonexa’s Cloud PBX telephony system, your business can access all the essential call management features and allocate DID numbers, allowing you to remain in the Middle East and utilise local calls.

How Does DID Operate?

When initiating a call to a DID telephone number, the customer is directed to a VoIP (Voice over Internet Protocol) system via SIP trunking or a PSTN (Public Switched Telephone Network) device. Let’s explore both alternatives in greater depth.

Direct Dialling on PSTN

In this scenario, a DID service provider links trunk lines to the customer’s PBX and subsequently assigns and allocates a DID telephone number or numbers to the client. Here’s the process:

  • An inbound call initially reaches a direct inward dial number.
  • Subsequently, the trunk line forwards the call to the PBX.
  • The dialled number is identified, and the system identifies a recipient.
  • The customer’s PBX system directs the call to the company’s telephone extension and establishes a direct connection between the caller and the call recipient.


When integrated with a VoIP phone system, direct inward dialling empowers businesses to utilise their mobile and desktop devices to make and receive calls without the need for additional equipment or analogue phone lines.

Presently, VoIP stands as the most adaptable method for deploying direct-dial numbers through SIP trunking, also known as digital line connections. A software provider associates these digital connections and DID numbers with your phone extension.

Since you do not need to physically link the trunk lines to your PBX, you can establish as many trunk lines as necessary and transfer your business phone numbers at a fraction of the cost if you opt to change service providers.

Direct Inward Dialling and Vanity Numbers

It’s quite common for businesses to utilise vanity numbers instead of standard phone numbers as a marketing strategy. Choosing meaningful and memorable combinations of letters or numbers assists companies in grabbing the attention of their target audience, fostering brand awareness, and extending their reach nationally.

DID telephony aids businesses in bolstering their marketing initiatives and using vanity numbers as a prominent aspect of their call campaigns, regardless of their geographical location.

Direct Inward Dialling and Freephone Numbers

Freephone numbers, also known as toll-free numbers, have existed for many years. As DID service seamlessly integrates with local, vanity, and toll-free numbers, businesses can not only manage multiple inbound calls effectively but also delegate their call centre services to external providers.

How Can I Acquire DID?

Businesses that aim to connect with specific individuals or departments within their organisation and facilitate callers bypassing the IVR menu or queue often opt to implement Direct Inward Dialing.

If you’re considering implementing Direct Inward Dialling, the initial step involves selecting the appropriate service provider. Typically, VoIP and telephone numbers are included with the service you procure. If your business requires international calling, intelligent call routing, call tracking, and other advanced features, opting for an experienced service provider such as Phonexa is advisable.

With Phonexa’s comprehensive suite of solutions, your company can acquire a toll-free, local, or vanity telephone number, establish a telephone system with reduced costs and enhanced control, and seamlessly transfer your business telephone numbers.

Do Businesses Truly Require Direct Inward Dialling?

Customer-facing businesses must effectively manage high call volumes, strategise caller journeys, and deliver exceptional service. Therefore, if you aim to streamline the call process and facilitate easier access for potential partners, prospects, or colleagues to reach the appropriate departments or individuals, incorporating DID is a highly beneficial decision.

10 Benefits of Direct-dialling

Still uncertain about the necessity of direct dialling for your company? Here’s how large enterprises and medium-sized businesses can profit from implementing Direct Inward Dialling:

  • Cost-effectiveness: DID allows businesses to replace traditional phones, set digital line connections, and eliminate the expenses associated with analogue hardware maintenance.
  • Uninterrupted service: Companies can utilise a cloud phone system reliant solely on the stability of the internet connection.
  • Flexibility: Integrating DID with Phonexa’s Call Logic gives businesses greater control over when, where, and how they manage and receive calls.
  • Enhanced customer experience: DID enables companies to streamline the call process, allowing customers to reach your business without waiting in a queue.
  • Employee contentment: Systems like Phonexa’s Cloud PBX facilitate both internal and external business interactions, enabling employees to concentrate on service quality.
  • Intelligent call forwarding: Direct-dial lines can automatically redirect inbound calls to mobile devices or other numbers without disclosing private information to customers.
  • Synchronised business communication: Virtual phone numbers assist businesses in remaining accessible and ensuring seamless communication across multiple devices.
  • Personalised call routing: When paired with IVR software, Phonexa’s Cloud PBX can ensure accurate agent scoring and queue availability, simplifying the process of connecting callers to the most suitable company representatives.
  • Closed-loop attribution: With DID and call tracking, businesses can acquire crucial data, develop caller profiles, allocate different numbers to ad campaigns, and achieve closed-loop attribution.
  • Local & toll-free phone numbers: DID aids companies in establishing a local presence, remaining accessible, and allowing customers to reach businesses regardless of their geographical locations.

Did this article resonate with your business model and experience? Book a consultation to discover how Phonexa’s Cloud PBX can assist companies in enhancing their business communication, refining caller journeys, and seizing growth opportunities.

Got Questions?

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Victoria Berezhetska avatar
Victoria Berezhetska
Content Lead

Victoria Berezhetska is a Content Lead at Phonexa. She has a Bachelor of Science degree in Business Administration, with extensive working experience as a PR specialist and content writer. In her work at Phonexa, she covers diverse topics around digital marketing, including affiliate marketing, call tracking, lead generation, marketing automation, and so much more.

Education: City University of Seattle

Expertise: Affiliate marketing, digital marketing, call tracking, lead generation, insurance


  • 8+ years of experience in digital marketing, specializing in building customer loyalty

  • Deep B2B and B2C content expertise intertwined with strong analytical and interpersonal skills

  • Unwavering drive for growth and commitment to creating impactful content

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