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What is DID Number and how is it beneficial

October 03, 2022 | 3 Minutes Reading

The key to success for any business these days is to have excellent customer service. To cater to this side of operations, expanding businesses and competitive marketplaces have increased the need for DID numbers. But what are DID numbers, and how are they beneficial?  Let us learn how having a DID number for your business can help you increase customer satisfaction with call handling and business communication.


What is a DID number?

DID, short for Direct Inward Dialing, is a method of forwarding incoming calls directly to a specific phone number. A DID Number is a virtual telephone number that corresponds to a country, city, or a specific area but is not tied to a physical line, unlike the traditional telephone. 

DID numbers can be set up for particular teams, departments, or employees. They are used to give each employee a unique number, known as an extension, so that when a user calls using that extension, the call gets immediately forwarded to that individual.

You can route hundreds or even thousands of incoming calls simultaneously to the proper extensions with the help of a DID number. As a result, they not only help scale the capability of your business, and its phone system, but also help provide top-notch customer service.

To better understand how a DID number can improve the customer experience for your business, let us see some real-life use cases for it.

What is a DID number used for?

A DID number can provide functionality and advantages to basic local phone systems. For example, you can add a foreign DID number to your existing business phone system, which results in your business expanding its customer services to a global scale.

A DID number can be used to give access to non-PSTN (Public Switched Telephone Network) services like VoIP (Voice over Internet Protocol) or to provide local phone numbers to companies that answer calls from consumers worldwide.

Calls made to a DID number can be forwarded to any network, including satellite offices and offices with remote employees. It is possible to connect all personnel, groups, and business locations to a single private branch exchange with the help of a DID number.

Additionally, a DID number coupled with VoIP enables you to forward incoming calls to mobile devices, route them to a CRM, hold conference or video meetings, and route them to distant workers.

How does DID work?

There are essentially two ways in which DID works, which are:

  • Public Switched Telephone Network (PSTN) lines 

  • Voice over the Internet Protocol (VoIP)

Direct Dialing on Public Switched Telephone Network (PSTN)

In PSTN, a set of trunk lines are connected to the customer-hosted PBX (Private Branch Exchange) via the telephone service provider. The next step is for a provider to assign a block of phone numbers to the customer as direct-dial numbers.

When the caller dials one of the direct-dial numbers, the call is routed through the trunk line to the customer's PBX. The called number and calling party are connected when the call reaches the PBX.

Lastly, the incoming calls are automatically routed straight to one of the company's phone extensions by the PBX without an operator or an auto attendant.

Direct Dialing on Voice over Internet Protocol (VoIP)

VoIP is used by a majority of enterprises. VoIP phone systems operate in a manner as to enable companies to place and receive calls via the internet without the use of hardware installed in-office or through actual phone lines.

To leverage DID on VoIP, businesses can use DID numbers with Session Initiation Protocol or SIP trunking. Virtual links are made available when a business needs ‘trunk’ line connections using SIP trunking.

DID is significantly more versatile and scalable when using a VoIP provider than an older or analog phone system since the internet connectivity through VoIP removes the hurdle of physical line connections.

What are the benefits of having a DID Number?

Let us understand how getting a DID number is beneficial to your business-

1. Cost Efficient

In any business, the cost is always a priority. Fortunately, the cost of the employees who work remotely and must communicate with one another for business continuity can be reduced by the organization by using DID numbers.

DID numbers can be created in one place and then assigned remotely to the employees. Moreover, getting trunk lines is considerably less expensive for the business than a conventional setup, and they are simple to install. 

2. Scalable Option

Since no extra hardware is needed, direct inward dialing is one of the most convenient solutions for growing companies. Getting more DID numbers will also be cheaper than setting up extra phone lines whenever there is a new employee or a new office is set up. 

Every department of a small business can have its dedicated DID number. Further, the number of ‘extensions’ you can have is unrestricted when it comes to DID numbers.

3. Great Customer Experience

It is much simpler for a set number of calls to be made simultaneously with the help of DID numbers. Customers can reach your company instantly with DID instead of waiting in lines or going through the phone menus. They can instantly connect to the particular person they want to speak with without having to suffer prerecorded options to choose from.

Customers can contact the same executive again by using the specialized extension after giving the unique number to the customer. This guarantees considerably better customer relationship management and speeds up the entire service process.

4. Better Communication

As each employee gets their own unique DID Number, they are able to directly receive calls at their end, which results in improved communication. Improved communication is especially beneficial for employees working remotely, as they are much more accessible, thanks to the specific extension provided to them.

A team of experienced executives that can interact with one another about a problem that cannot be resolved by one person alone is always better for good customer service.

5. Manage several time zones

If your business offers a 24x7 customer care service and you employ staff from different time zones, DID Numbers can be of great help. You can expand your assisting hours for certain clients in specific geographical locations. This becomes possible as you can program calls to ring at the appropriate location depending on the time of day by combining DIDs and automated call forwarding.

6. Call routing and forwarding

Equip staff with the necessary resources so they can take calls on a desk phone, a laptop, or a mobile device. All of this may be done without the caller ever realizing any difference. All they know is that they can get through to the executive right away.


In conclusion, DID numbers offer a variety of advantages that are ideal for both contact centers and businesses. Any business must communicate effectively with both its clients and its employees in order to thrive. And one of the greatest ways to guarantee the same is to get DID numbers.


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