What are DID numbers? And how do businesses use them?

Learn how DID  numbers  help connect customers to the right employee at the right time, while letting you measure and track all interactions.

What are DID or virtual numbers?

DID numbers are Direct inward dialing numbers, also known as virtual numbers. It is a system of routing two or more telephone numbers to a single telephone line. The DID or virtual number masks your existing phone number. Using this system you can assign a direct number to each of your employees or agents without needing multiple telephone lines.  The DID numbers can simultaneously route to their existing desk phone, computer system or cellphone. 

5 important ways businesses use virtual numbers

Calling a restaurant via Zomato? Or giving a delivery agent instructions to reach your house? Maybe you’re talking to a carpenter you’ve hired via an online app. Or speaking to your Uber cab driver.  Here are five ways businesses use DID or virtual numbers to track, measure, and improve their customer communications:

1. Establish Local Presence

Local numbers see improved pickup rates during outbound sales campaigns.  You can use virtual numbers to match the geographic region and improve the call pickup rates. This feature helps you establish a local presence no matter where your call center agents are located.  

2. Centrally manage calls from across geographies

Sharing local numbers with your customers or prospects it makes it easier for them to reach out as well. So whether it’s for customer support centers or inbound sales campaigns, you can share local (virtual) numbers and route them to a centralized call center.

3. Track Leads

Use virtual numbers to track returns on your marketing investment. For this, assign a separate virtual number for each campaign. For example, publish a separate number on your OOH advertising, another one on your online ads, and a third number on your print ads. You may route the calls to the same or different set of agents, but either way, the marketing manager can clearly see how many leads have come in per campaign by accessing your call center reports. 

4. Manage direct employee-customer connections

Many businesses need to offer customers one on one conversations with their employees. For example, customers need one-on-one conversations with consultants from their financial services firm. Or they may need to speak to on-the-move service engineers who are coming in to repair an electrical appliance. Virtual numbers allow you to route calls directly to the staff member without sharing their personal numbers.

5. Enable anywhere, anytime conversations

Since the numbers are not assigned to one specific phone, your team can function from anywhere and not miss customer calls. This means that the agents can answer the calls on their smartphones even when they are out of office.


Using virtual or DID numbers help you manage operations from a centralized call center or via remote employees. It helps customers associate a single number to your business. It enables your staff to manage their business and personal calls on the same phone number while ensuring that you can track and record these conversations. For your business, this enables greater control over your customer communications while improving customer experience.  

Also Read:
How Real Estate Agents use DID numbers to improve sales conversations
How Kent RO used virtual numbers to improve service delivery


About the Author:

Prashanth is VP, International Business at Ozonetel Communications. He is focused on delivering impactful business benefits through our contact center solutions.

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