What are DID numbers?

What are DID numbers?

Applies to: Admins/Owners managing numbers.
Outcome: Understand DIDs, choose Shared vs. Dedicated, set up a DID, and verify it works.
Time to complete: 5–10 minutes.

What is a DID?

A Direct Inward Dialing (DID) number is a public phone number customers dial to reach your business. You can map a DID to an IVR, queue/department, or user, and optionally use it as your outbound caller ID (CLI).

Important: Simultaneous call capacity comes from your channels/concurrency, not from the DID itself.

Benefits at a glance

  • Flexible routing: Send callers to IVR, queues, or specific users.
  • Fewer physical lines: One DID can front many extensions/agents.
  • Smart handling: Pair with IVR/queues for distribution, recordings, voicemail.
  • Work from anywhere: Agents answer on any device/location.
  • Attribution & brand: Use different DIDs per region/campaign for trust and tracking.
  • Resilience: Keep at least one extra DID from a different operator/region.

Prerequisites

  • Role: Admin/Owner with Numbers/DIDs permission.
  • Account: Active plan with KYC approved.
  • Billing: Accept DID one-time and monthly rental (varies by region/type).
  • (Optional) Decide if the DID will be Inbound, Outbound CLI, or both.

Set up a DID (purchase & map)

  1. Buy/activate the DID
    • Dashboard → Manage → DIDs → Add New
    • Filter by Region (e.g., Bangalore/Noida/Mumbai) and Operator Group if shown.
    • Select a number → Continue → review pricing → Confirm.
    • Expected: DID appears as Active in Manage → DIDs.
  2. Map to inbound flow (recommended)
    • IVR/Call Flow → Entry/Queue → Assign DID → Save/Publish.
  3. (Optional) Set as outbound caller ID
    • Calls → Outgoing → Caller ID Policy → assign DID to team/agent/campaign → Save.
  4. Verify
    • Inbound: call the new DID from two different carriers; IVR plays and an agent rings.
    • Outbound: place a test call; Calls → Logs shows Caller ID = new DID.

Troubleshooting & edge cases

  • Active but no ringing: Ensure DID is assigned in IVR/Call Flow and business hours/queues are Open.
  • Outbound still shows old CLI: Update Caller ID Policy; have agents refresh/re-login.
  • Busy/failed calls despite active DID: You may be channel-limited; add channels for higher concurrency.
  • Need to keep your old number: Consider porting into MyOperator (check eligibility/lead time).
  • OTP/registration use: Reserve a separate DID for permitted business verifications; avoid financial/telephony OTPs (see policy).

FAQ (quick answers)

Does a DID increase the number of simultaneous calls I can handle?
No. Channels control concurrency; a DID is an entry point/identity.

Should every department have its own DID?
Often yes (Sales, Support) for clarity and analytics. Keep Support DID stable; use separate DIDs for campaigns.

Can I use the same DID for outbound caller ID?
Yes—assign it in Caller ID Policy. Confirm it displays correctly during tests.

Can I port my existing number into MyOperator?
Usually possible—check eligibility, documents, and timelines with your Account Manager.


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