What is Direct Inward Dialling (DID)?
Direct Inward Dialling (DID) is a feature that provides unique phone numbers for different users or departments within a contact centre or organisation.
Instead of routing every incoming call through a central operator or menu, DID allows external callers to connect directly to the person or team they need.
In contact centres, DID numbers are often allocated to agents, teams, or campaigns to make inbound call management more efficient.
For example, separate DIDs might be used for sales, customer support, and billing, allowing calls to be tracked and routed automatically through the PBX or VoIP system.
This setup is particularly valuable for businesses managing large volumes of inbound calls, as it reduces call handling time and improves customer experience.
It also supports marketing and performance tracking, so companies can assign unique DIDs to different advertising campaigns or locations to measure response rates and conversion performance.
DID works by connecting a business’s internal phone system (PBX or VoIP) to a provider’s network through SIP trunking or digital lines.
This allows a range of external numbers to be directed internally without needing a separate physical line for each.
Why Direct Inward Dialling Matters
Direct Inward Dialling improves efficiency and professionalism in customer communications by allowing direct access to agents or departments.
It enhances tracking, reduces operational complexity, and supports scalable contact centre operations.
Related Terms: