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What is a DID Number and What Are Its Benefits?

What is a DID Number and What Are Its Benefits?

What is a DID number? 

Direct Inward Dialling (DID) is a method of directing incoming calls to a particular phone number. Instead of being linked to a physical telephone line like a traditional phone number, a virtual phone number is assigned to a country, city, or region. DID numbers can be assigned to individual employees, departments, or groups, and are used to give a unique number to each employee’s extension, ensuring that calls are directed to the right person.

Using a DID number, hundreds or even thousands of incoming calls can be routed to the correct extensions simultaneously, which not only helps to expand your business capabilities but also provides excellent customer service. 

What is a DID number used for? 

A DID number serves multiple purposes. It can offer advantages and features to local telephone systems. By incorporating a foreign DID number into your company’s current phone system, you can expand your customer service globally. DID numbers can also provide access to non-PSTN services, such as VoIP, and offer local phone numbers to companies that deal with customers worldwide.

DID numbers allow calls to be routed to any network, including remote workers and satellite offices, enabling all individuals, groups, and locations to connect to a single private branch office. Additionally, a DID number with VoIP service allows you to redirect incoming calls to mobile devices, integrate with CRM, host conference or video meetings, and manage remote workers.

How does DID work? 

DID works in two ways, which are: 

Public Switched Telephone Network (PSTN) lines 

Voice over  Internet Protocol (VoIP) direct dialling on the Public Switched Telephone Network 


The PSTN system consists of interconnected trunks and a customer-hosted PBX telephone service provider. The provider assigns a block of telephone numbers to the customer as direct numbers.

When a caller dials one of the Direct Dial numbers, the call is directed to the customer’s PBX via the trunk line. Upon arrival at the PBX, the called number and the caller are connected.

With automatic routing, incoming calls are then directed straight to one of the company’s phone lines via the PBX, eliminating the need for an operator or automated maintenance.

Direct Dialing – Voice over Internet Protocol (VoIP) 

The majority of companies today utilise VoIP technology. This type of phone system operates by enabling businesses to make and receive calls over the Internet without the need for physical phone lines or equipment installed in their office.

To incorporate DID with VoIP, companies can leverage DID numbers through Session Initiation Protocol or SIP trunks. Virtual links become accessible when a business requires “trunk connections” with SIP wiring.

What is the use of a DID number? 

 Let us know how getting a DID number benefits your business – 

1. Cost-Effective

One of the top priorities for any business is cost-effectiveness. The good news is that by utilising DID numbers, organisations can reduce communication expenses associated with remote work and business continuity. DID numbers can be established in a central location and then distributed to remote employees. Furthermore, trunk cables are significantly less expensive for the company to purchase than traditional installations, and they are easy to install.

2. Scalable Option

As additional equipment is not required, the direct option is one of the most practical solutions for growing companies. Adding DID numbers is also less costly than creating new phone lines for each new employee or office. Each department of a small business can have its own DID number. Additionally, the number of “extensions” available for DID numbers is unlimited.

3. Improved Customer Experience

DID numbers make it much easier to handle a high volume of calls simultaneously. With DID, customers can contact your business directly without waiting in line or navigating phone menus. They can immediately connect with the specific person they wish to speak with without having to endure prerecorded options to choose from. Customers can reconnect with the same executive using the designated extension after providing the unique number, resulting in significantly better customer relationship management and faster service.

4. Enhanced Communication

DID numbers facilitate improved communication within an organisation, as each employee receives a unique number that enables direct communication. This is especially beneficial for remote workers, who can be easily accessible through their extension. With VoIP, these numbers can be used in conjunction with SIP trunks, further enhancing communication capabilities between team members.

5. Efficiently Managing Multiple Time Zones

For businesses that provide 24/7 customer service and have employees located in different time zones, DID numbers are a valuable asset. These numbers can be programmed to ring at a convenient location based on the time of day, allowing businesses to expand their hours of operation to specific geographic areas.

6. Versatile Call Handling and Forwarding

DID numbers provide employees with the flexibility to answer calls from their desk phone, laptop, or mobile phone seamlessly and without interruption. These numbers can route calls to any type of phone, including VoIP phones, mobile phones, and landlines, and are often used with call forwarding.

In addition to the benefits mentioned above, DID numbers are cost-effective and scalable, making them an ideal solution for contact centres and growing businesses. By routing incoming calls to the correct extensions, DID numbers enable businesses to improve their customer service and streamline their phone system capabilities. For any organisation looking to communicate effectively and provide top-notch customer service, DID numbers are a must-have.


Question: What does Direct Inward Dialing (DID) mean in telephony?

Answer: Direct Inward Dialling (DID) is a telephone service that allows a direct phone number to be assigned to each employee or department within a company. This means that callers can bypass any menus or receptionists and directly reach the intended person or department.

Question: How can businesses use DID numbers?

Answer: Businesses can use DID numbers to improve their customer service and expand their reach. By assigning unique phone numbers to each employee or department, customers can easily reach the person they need without going through a complicated phone menu. Additionally, businesses can use foreign DID numbers to establish a local presence in different countries and expand their customer base.

Question: What is a SIP DID number and how does it work?

Answer: A SIP DID number is a phone number that is used in conjunction with a SIP trunk to route calls over the internet. SIP stands for Session Initiation Protocol, which is a technology used to initiate and manage voice and video calls over the internet. A SIP DID number is assigned to a specific phone or device and is used to establish a connection between that device and the internet.

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