Manage Direct Inward Dialing (DID) numbers

Overview

Direct Inward Dialing (DID) is a number assigned to a specific individual, extension, or desk within an organization. Unlike a general company phone number, a direct dial number allows callers to reach a specific person directly bypassing the main company line.

With DialPad, you can have multiple direct dial numbers. Assign these numbers to your office employees and switch between them, making it convenient to manage their communication preferences.

Things to know

• DID numbers must be local numbers. Toll-free numbers cannot be assigned to users as Direct Dial numbers.

• All the tracking numbers are tied to a Call Continuity Number, an external number that calls get forwarded to in the event of an outage.

• After a DID number is removed, it becomes a regular tracking number and needs to be assigned to a location.

Assign a DID number

This feature is only available with Phones Pro integration. To get started with Phones Pro, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager.

1. Go to the top bar and click Settings > Phones Pro > Phone Numbers.

2. Click Add New Number.

3. Select Local Number.

4. Search by the Area code, ZIP, or both, and click Search Numbers.

5. Select the number you want to add and click Choose Number.
   A new window opens. 

6. In the Set Call Continuity Number field, enter the emergency fallback option for your company. You can also choose to use the default number.

7. In the Allow Incoming SMS section, click Yes to receive texts to this number.

8. To set a campaign for this number, click the dropdown under the Set Campaign field.

9. Choose the Default Call Type and select Direct Dial as the number type.

10. Select a user from the Select User dropdown.

11. When you're done, click Add Number. In DialPad Settings, the Direct Dial number is added as the employee's Primary Number. Save this number to add it to their profile in ServiceTitan as their Office Phone.

To change the employee's office number in ServiceTitan:

1. Go to the top bar and click Settings > People > Employees.

2. Click Edit to edit the employee's profile and update their Office Phone number to the new number. 

Remove an existing DID number

Removing a DID number requires there to be an unused, unassigned number in the Reserve Pool. The office employee needs to have two or more Direct Dial numbers. If they only have one, see the steps for adding a new direct dial above.

To remove a DID number:

1. In DialPad, go to Admin Settings > Office > Users.

2. Find the employee account you want to edit and click Options.

3. Click the Calling dropdown and select Manage Phone Numbers.

4. Click Options for the Secondary Number and select Remove.         

   Note: You cannot remove the primary number. If this is the number that needs to be removed please see the steps for swapping numbers.

5. Ensure the Direct Dial listed in Dialpad matches the user's Office Phone number in their ServiceTitan profile by going to Settings   > People > Employees.

Swap numbers - Change Primary Direct Dial

1. In DialPad, go to Admin Settings > Office > Users.

2. Find the employee account you want to edit and click Options.

3. Click the Calling dropdown and select Swap Phone Number. A new window opens with the user's primary and secondary phone numbers.

4. Select a new Direct Dial from the Reserve Pool then click Select.

5. In ServiceTitan, go to the top bar and click Settings > People > Employees.

6. Click Edit to edit the employee's profile and update their Office Phone number to the new number.