Phone Numbers (DIDs)

Updated: December 9, 2024

Go to: PBX > Phone Numbers (DIDs)

Phone Numbers (DIDs) (or Direct Inward Dialing) are numbers configured to ring to a specific destination such as a queue, IVR, ring group, agent, etc. This is useful when attempting to reach a destination directly at a business (e.g. bypassing an auto-attendant or IVR).

Purchase DIDs

There are two methods of purchasing DIDs:



A) One Click Bulk Ordering

This method is used when looking to purchase large quantities by selecting one of the following options:

• Purchase 1 Number in Every Area Code.

• Purchase 1 Number in Every State.
  
  

Both options will require settings to be configured.

SMS-Enabled. Bulk orders allows for DIDs to be sms-enabled. On the top-right of the ordering window there is an "sms-enabled" with a toggle switch. When this toggle switch is enabled, it auto-enables all DIDs within the order to be sms-enabled. By default this features is disabled.

Quantity: When ordering in bulk, a quantity must be entered for each DID purchase. The default is "1."

High Demand. This indicates whether an area code is in high demand and may not be available due to inventory. 

Name. Create a name for the DID(s).

Destination. Select a destination from the dropdown menu (required).

Block Anonymous Calls. When enabled, this feature blocks calls that have no caller ID.

B) Purchase

This method is more granular which provides a more customized ordering process.

Click Purchase to begin.

Name. Create a name for the DID.

Destination. Select a destination from the dropdown menu (required).

Block Anonymous Calls. When enabled, this feature blocks calls that have no caller ID.

Area Code, Toll Free, State Search. DIDs can be searched by are code or toll free prefixes and by state.

• High Demand. Some area codes are in high demand. Our system may provide some "near by" area codes that might be suitable for your contacts. The high demand area code can be selected, however if inventory is low, the purchase might not complete. This will be displayed in the "View Orders" section.

• Leaving the area code and state fields blank allows the system to auto-select US numbers at random.

Quantity. Enter the number of DIDs from this query to be purchased.

SMS and MMS Enabling. Click the downward arrow ▿ to open the SMS/MMS enabling feature. SMS allows for text messaging to be sent. MMS allows for images to be sent. Either one or both settings can be enabled.

+ Add Row. Click this button to add a new search field and repeat the process.

Click Confirm to place the order.

DIDs and Caller IDs

*NOTE* Inbound Routes automatically creates the DIDs caller ID when purchased.

DID Editing

After DIDs have been purchased, additional editing options are available to further customize the number by clicking Edit on the main Phone Numbers page.

Used As Destination By. Click the downward arrow for a quick view of any destinations that may be using this DID as its destination.

Monthly Bill Cycle. Each DID has a monthly billing cycle that's separate from the account's monthly invoice. This is important to keep in mind because DID invoices may be generated throughout the month. 

Destination. Destinations can be changed at any time.

Hold Music Group. If music audio files have been uploaded and added to a "Hold Music Group," it can be played to callers when they are placed on hold.

Inbound Ring Time. This number (in seconds) is the amount of ring time for an inbound call before it reaches its next destination.

Click Save to finish.

Bulk Editing

On the main Phone Numbers page, click on 2 or more check boxes (located on the left hand side of the table). At the bottom of the screen, a blue menu pane will become available for editing.

• Click Delete to bulk delete all selected DIDs.

• Click Edit DIDs to bulk edit DIDs. This window provides full editing options for all selected  DIDs.

Deleting DIDs

When DIDs are selected to be deleted, there are two options:

• Delete Now: This means the DID will be deleted after pressing this button.

• Delete End of Cycle: This means the DID will be deleted at the end of its billing cycle.

If "Delete End of Cycle" is selected, and a change is required to reverse this action, find the DID, click Edit, and select Click Here to Keep This Number. This immediately removes the scheduled deletion.



Note! It's important to ensure that the right DIDs are selected and whether they are to be deleted immediately or at a later time. Consider any marketing campaigns that may be affected when deleting DIDs.

Filter Options

On the main page, click Filter Options to search DIDs using the following filters:

• Name searches DIDs by name.

• State searches DIDs by state.

• Area Code searches DIDs by area code.

• Destination searches DIDs with a specific destination assignment.

• SMS Enabled searched DIDs that are SMS-enabled.

• Has Caller ID searches DIDs that have a caller ID assignment.

Click Filter Results to run the query.

View Orders (DID Orders)



On the main page, click View Orders to see an overview of DID orders placed.

Filter Results. Query filters are provided to narrow down a search by:

• State

• Area code

• Status (Completed, Processing or Canceled)

• Quantity

• Quantity Filled

Click Filter to run the query.

10DLC

10DLC (10-Digit Long Code) is a messaging standard created to support Application-to-Person (A2P) SMS and MMS messaging. It provides businesses with a reliable, scalable, and compliant way to communicate with their customers via text messaging.

Note: It's important that businesses register their numbers with the "Campaign Registry" to ensure that legitimate business messages reach recipients without issues.

Click on this 10DLC article to read more about this important feature.

Conclusion

DIDs are an essential component on our platform. They're at the front of all contact efforts and activities. Ensure there is an adequate number of DIDs for campaigns and that they're used strategically. Contact support for details on how to best use DIDs.