Providing Direct Inward Dialing (DID) services can be a lucrative business line for IT or telecommunications providers, but how do you convince your clients that DID can benefit them? We’ve put together a simple three-step process for you to use to help your customers understand what DID is, how it works, and what it can do for them.

What is Direct Inward Dialing?

If your customer doesn’t know what direct inward dialing is, it will be hard to convince him to invest in it. Explain in simple terms exactly what it is.

DID is a method of directing calls that does not require an operator. A business needs only to invest in one phone line but can still have multiple direct numbers to specific people or voicemails in the organization. For instance, if ABC Company needs direct lines to the salesperson and the customer service representative in addition to the general 800 number but doesn’t want the expense of buying multiple phone lines, your DID services are for them. DID allows them to purchase one phone line and a few additional phone numbers that are directed through that line to reach the desired person in the organization.

How does it work?

Not all customers will need an explanation of how DID works, but some will benefit from it. If you sense that explaining in a little more detail will help seal the deal, keep your explanation simple and concise. Your customer may benefit from these simple facts:

  • Your company provides trunks and associates phone numbers with these trunks.
    Trunks are pathways that can handle many calls at the same time. The customer purchases a set of phone numbers, say 567-1000 through 567-1234 and the teleco directs those phone numbers through the company’s one or many trunks.
  • Call comes into the PBX and then routes the call to the desired location.
    Instead of a receptionist answering calls that come to the general phone number, once the call comes into the PBX, it is automatically directed to the intended recipient, but without the hassle of multiple phone lines.

What are the benefits of a DID?

DID provides the company with several benefits that will save them money and time in the long run and that may also enable a smoother experience for their customers.

  • Caller goes directly to the intended recipient.
    When customers call trying to reach the customer service desk or perhaps sales, instead of being sent through a receptionist or a complicated menu at the beginning of their call, they can call the person they wish to speak with directly, saving time and perhaps some frustration on their part.
  • An operator is not always necessary.
    An operator may still be necessary in some instances, but, for the most part, an employee whose main job is to direct calls becomes redundant when the system can perform the same tasks.
  • No need for multiple phone lines for each recipient.
    A DID offers the flexibility of direct phone numbers for each department or employee in the organization if necessary without the expense of purchasing multiple phone lines. If that isn’t a selling point, we don’t know what is.


A DID can add to both your customer’s bottom line, but also to yours.

How has a DID benefited your customers?

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