What is Direct Inward Dialing? Why and When Should Businesses Use It?

Dinesh V

Oct 10, 2023 | 6 mins read

It shouldn’t be challenging for your customers to find the support they need. You require the right communication system — a proper infrastructure and platform— to connect with customers and build on those relationships.

Thanks to modern cloud technology, communication management is easier than ever. Keep an open line of communication by using a direct inward dialing service.

Direct Inward Dialing Explained with Examples

What is direct inward dialing? Direct inward dialing is when a business uses a virtual phone number to optimize its communication efforts. With that, customers can bypass a receptionist or hold lines and directly connect with the correct extension.

People also refer to a direct inward dialing number as direct-dial numbers, direct dial-ins, or direct dials.

If you want to know more about direct inward dialing, it is best to understand how it can solve a specific problem:

On a typical day, a vendor or customer wants to get through to a particular person or department. Problems arise when individuals have to navigate several menus to reach their intended destination. An automated voice menu only offers endless prompts, placing the customer on hold for several minutes.

These navigation insufficiencies lead to damaged customer relations and lost business. Direct inward dialing is a virtual phone configuration connecting customers or vendors with a specific extension.

Telephone companies connect a particular block of numbers to your Company’s Private Branch Exchange (PBX). As a result, a virtual number bypasses the main reception line and connects customers with a particular extension.

You can use a DID phone number with local, toll-free, or premium-rate numbers.

Enabling DID -How Direct Inward Dialing works

Enable direct inward dialing at your business through Public Switched Telephone Network (PSTN) or VoIP network (Voice Over Internet Protocol).

VoIP is an optimal way to begin the direct inward dialing process. Your internet provider and the phone company can facilitate the procedure with SIP trunking.

With SIP trunking, all lines are virtually provided on an as-needed basis. A DID VOIP number is configured internally and linked to the employee via a software application.

However, some businesses prefer the traditional analog avenue of PSTN. The company must contact a telephone company to connect the trunk lines to a PBX. The telephone provider allocates a block of numbers to your business, and contact numbers are assigned to a direct dial-in number.

What is a DID phone number? Let’s find out!

What Are DID Telephone Numbers?

A direct dial number resembles standard telephone numbers. These direct inward dialing numbers are virtual and connect to a specific person or department.

With a DID IP phone number, the customer never has to wait for someone to pick up or navigate complicated menus.

With these phone numbers, all inbound calls connect to the company’s phone system. An existing VoIP phone system can easily manage this dedicated call routing.

Note: A DID telephone number can also be used for outward dialing. This direct outward dialing is also used for number masking, to enable easy two-way communication between your company representatives and customers or prospects.

Why Should Businesses Use Direct Inward Dialing?

Now that you understand what is a did number for VoIP, you can decide if it is the right choice for your company.

Is that the best way to manage all of your inbound calls if you already have a reception system?

Some customers want to connect directly to a specific department of your company. A DID phone number can be an additional benefit for companies with separate lines for customer service or sales, especially when paired with a VoIP system.

Benefits of Direct Dial Numbers

Improve customer experience

Allow customers to reach employees without any hassles. With that, you can improve your customers’ experiences.

Save time

Enable calls to be routed directly to a specific person without navigating through a phone menu. In addition to that, your employees can follow up with customers when they have a direct line.

Cost Savings

Reduce the number of trunk lines in your business. When you use a VoIP system, forward DID to different locations and save on those long-distance costs.

Improve team communications

Your employees have a dedicated extension whether they are located in a different city or country.

Localized phone numbers

Customers can call a local phone number, no matter your location. Set up a local number for your specific market. These local phone numbers when used for direct outward dialing, can also improve pick-up or connection rates on your outbound calls.

Use existing equipment

With your pre-existing VoIP, the direct dial number occurs within your network, eliminating the need for new hardware or equipment.

Add flexibility

With a DID system, your business has more control over how you receive calls. This flexibility is the ideal solution for a mobile workforce. It allows you to combine SIP, VoIP, and DID with email, SMS, and mobile phones lines. All that equals a more robust telecommunications solution for your business.

Automatic call forwarding

All incoming calls route to a mobile phone or another number with a direct dial line. You can accomplish that without the customer having access to these numbers. In addition to that, you can forward the calls at a specific time, across several different time zones.

When Should Companies Use Direct Inward Dialing?

DID numbers allow businesses to centralize their calls while still giving their customers a professional experience. Let’s look at how various industry verticals use virtual numbers to their benefit.

Centralize sales and support

Customers don’t want to traverse through an endless list of numbers to find the correct department. DID numbers route calls to a specific department, whether the department is local or across the globe. With that, your customers will have no trouble connecting to the right person to resolve their issues or complete a sale.

Establishing a local presence

Many customers want to connect with a local company. If you have an outbound sales campaign, prospects will not answer for a number that comes from an unknown number. You can avoid these sales challenges by using a local DID number. Your team might be from across the globe, but you can make the outreach process more accessible with a local DID number.

Track your marketing campaign

Use those virtual phone numbers to keep tabs on your marketing efforts. You can easily assign a number to each campaign. When the calls come back to your department, you’ll see which ones make the best impressions on your prospects.

Build relationships for financial services and banks

Some industries are working harder to build relationships with their clients. Financial services and banks are leading the way. These calls can be assigned to a specific person who can understand the clients’ problems and find solutions.

Also Read: How a growing business, Enterprise Capital, build better relationship management with a DID solution

Improving food delivery and e-commerce experiences

For those on-the-go companies, it can be hard to connect with customers. Virtual numbers can be assigned to a delivery agent, and the DID telephony system gives a virtual number to the customer. As a result, the agent and customer can communicate efficiently without revealing personal information.

Connecting with service engineers

Customers want fast answers when there is a service problem. Virtual numbers allow companies to manage communication between engineers and customers. In turn, that provides a better experience for everyone involved in the process.

Use DID for your Business

There are several ways that a DID number can help your business. If you are searching for a virtual number solution, turn to the team at Ozonetel. We offer virtual phone numbers to countries across the globe. With our cloud telephony, call forwarding, and call routing, we can help your business manage all communications while focusing on those critical customer relationships. Talk to sales to get a demo today!

Ready to take control of your call transfer
experience for better CX outcomes?

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