Applies to: Admins/Owners managing numbers.
Outcome: Understand what a DID is, purchase/activate one, and map it to inbound/outbound flows.
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).

Note: Simultaneous call capacity depends on your channels/concurrency, not on the DID itself.

Benefits at a glance

• Direct routing: Send callers to the right team/user without delay.
• Branding & trust: Local/region-specific numbers improve pickup rates.
• Attribution: Use different DIDs for campaigns/sources to track performance.
• Resilience: Keep at least one extra DID from a different operator/region for failover.
• Scalable: Add/remove DIDs without hardware changes.

Prerequisites

• Role: Admin/Owner with permission to manage Numbers/DIDs.
• Account: Active plan with KYC approved.
• Billing: Willing to accept the DID’s one-time fee + monthly rental.
• (Optional) Decide if the DID is for Inbound, Outbound CLI, or both.

Part A — Buy/activate a DID

1. Sign in to the Dashboard.
2. Go to Manage → DIDs.
3. Click Add New.
4. Filter by Region (e.g., Bangalore/Noida/Mumbai) and, if shown, choose Operator Group.
5. Select a DID → Continue.
6. Review pricing and terms.
7. Click Confirm to activate.

Expected result: The DID appears in Manage → DIDs with status Active.

Copy-paste nav: Manage → DIDs → Add New → (Region/Group) → Continue → Confirm

Part B — Map the DID to your call flows

Inbound (IVR/queues)

1. Go to IVR/Call Flow.
2. Open your Entry or target Queue/Department.
3. Assign DID → Save/Publish.

Outbound (caller ID/CLI)

1. Go to Calls → Outgoing → Caller ID Policy.
2. Assign the new DID to the team/agent/campaign.
3. Save.

Verify (make sure it worked)

• Inbound test: Call the new DID from two different carriers.
• Pass if: IVR plays and at least one agent rings.
• Outbound test: Place a test Click-to-Call.
• Pass if: Logs show Direction: Outgoing and Caller ID = new DID.

Where to look: Calls → Logs (check agent, DID, disposition).

Troubleshooting & edge cases

• “Add New” not visible: Your role lacks permissions → ask an Admin/Owner.
• No inventory in desired region: Try another Region/Operator Group or request number porting.
• Inbound not reaching IVR: Ensure DID is mapped and business hours/queues are Open.
• Outbound shows old CLI: Update Caller ID Policy; ask agent to refresh/re-login.
• Busy/failed despite active DID: Check channel limits; buy more channels if you need higher concurrency.

Best practices

• Redundancy: Keep 2+ DIDs from different operator groups/regions.
• Tracking: Use distinct DIDs for ads/partners/landing pages.
• Stability: Keep Support/Helpdesk DID stable; rotate Sales/Marketing DIDs as needed.
• Test/Fallback: Reserve one DID for monitoring and failover drills.