Will the DID number be the same for incoming and outgoing calls?

Will the DID number be the same for incoming and outgoing calls?

⚡Quick answer -

No. Incoming and outgoing Direct Inward Dialing (DID) numbers are different. Incoming calls on the incoming DID route to your IVR, while call-backs on the outgoing DID follow the existing DID call-back flow. The process of obtaining the outgoing DID remains unchanged.

When should I use this guide?

Read this article whenever you need to confirm how the platform handles inbound versus outbound DIDs—especially before configuring IVR routing or setting up call-backs.

1. Overview

• Incoming and outgoing DIDs are not the same.

• Incoming calls on the incoming DID are routed to IVR.

• Call-backs originate from a separate outgoing DID and follow the standard DID call-back flow.

• The method for requesting or assigning an outgoing DID does not change.

2. Why can’t I reuse one DID?

The system uses two distinct numbers, so each call direction follows its correct flow. Attempting to place call-backs from the incoming DID skips the defined call-back flow and is therefore unsupported. Keep the numbers separate to ensure proper routing.

3. Expected outcome

After setup:

• All customer-initiated calls reach IVR via the incoming DID.

• All outbound call-backs present a separate outgoing DID to the customer.

Keywords: incoming DID, outgoing DID, IVR, call-back flow, separate DIDs