DID Numbers
DID (Direct Inward Dialing) numbers are the phone numbers that callers use to reach your organization. This document explains how to manage DID numbers and configure their routing in OPBX.
What are DID Numbers?
A DID number is a phone number that can be routed to a specific destination in your phone system. In OPBX:
- DIDs are provided through Cloudonix
- Each DID can be routed to a different destination
- DIDs are unique to your organization
- You can have multiple DIDs for different purposes
Adding DID Numbers
Prerequisites
Before adding a DID to OPBX:
- You must have the phone number available in your Cloudonix account
- The number should be active and ready to receive calls
- You need Owner or PBX Admin role
Adding a DID
- Navigate to DID Numbers in the main menu
- Click Add DID Number
- Enter the phone number in E.164 format (e.g.,
+15551234567) - Optionally, add a Friendly Name for easy identification
- Select the Routing Type
- Configure the routing destination
- Set the Status (Active/Inactive)
- Click Save
DID Number Format
OPBX expects phone numbers in E.164 format:
+[Country Code][Area Code][Number]
Examples:
+1-555-123-4567 (USA)
+44-20-7946-0958 (UK)
+61-2-9374-4000 (Australia)
The E.164 format ensures consistent routing across international boundaries.
Routing Types
OPBX supports multiple routing types for DID numbers:
Extension Routing
Route calls directly to a specific user's extension.
Configuration:
- Select "Extension" as routing type
- Choose the target extension
Use Cases:
- Direct dial numbers for employees
- Dedicated lines for executives
- Personal business numbers
Ring Group Routing
Route calls to a group of extensions.
Configuration:
- Select "Ring Group" as routing type
- Choose the target ring group
Use Cases:
- Department numbers (Sales, Support)
- Hunt groups
- Team coverage
IVR Menu Routing
Route calls to an interactive voice response menu.
Configuration:
- Select "IVR Menu" as routing type
- Choose the target IVR menu
Use Cases:
- Main company numbers
- Automated attendant
- Self-service options
Conference Room Routing
Route calls directly to a conference bridge.
Configuration:
- Select "Conference Room" as routing type
- Choose the target conference room
Use Cases:
- Dedicated conference dial-in numbers
- Meeting room lines
- Webinar access
Business Hours Routing
Route calls differently based on open/closed status.
Configuration:
- Select "Business Hours" as routing type
- Choose the business hours schedule
Use Cases:
- Time-based routing
- After-hours handling
- Holiday schedules
AI Assistant Routing
Route calls to an AI-powered virtual assistant.
Configuration:
- Select "AI Assistant" as routing type
- Choose the AI assistant
Use Cases:
- After-hours support
- Automated customer service
- Call screening
AI Load Balancer Routing
Route calls to an AI Load Balancer for distribution.
Configuration:
- Select "AI Load Balancer" as routing type
- Choose the load balancer
Use Cases:
- High-volume AI handling
- Distributing load across AI assistants
Friendly Names
Friendly names help you identify DIDs in the system:
| Phone Number | Friendly Name |
|---|---|
| +1-555-0100 | Main Company Line |
| +1-555-0101 | CEO Direct Line |
| +1-555-0200 | Sales Department |
| +1-555-0300 | Support Hotline |
Best Practices for Naming
- Use descriptive, recognizable names
- Include department or purpose
- Keep names consistent
- Update names when purpose changes
DID Status
DIDs can have one of two statuses:
Active
- Calls are routed according to configuration
- Number is live and operational
- Counts toward your DID limit
Inactive
- Calls are not routed (may receive busy signal or error)
- Configuration is preserved
- Does not count toward limit
- Use for temporary disabling or before number porting
Managing DID Numbers
Editing DID Configuration
To change a DID's routing:
- Navigate to DID Numbers
- Find the DID to edit
- Click Edit
- Modify routing type or destination
- Save changes
Changes take effect immediately. Test after making changes.
Deleting DID Numbers
To remove a DID from OPBX:
- Navigate to DID Numbers
- Find the DID to delete
- Click Delete
- Confirm deletion
Deleting a DID only removes it from OPBX configuration. The number remains in your Cloudonix account.
Viewing DID Details
Click on any DID to view:
- Phone number and friendly name
- Current routing configuration
- Status
- Call statistics
- Recent call history
DID Number Limits
The number of DIDs you can configure depends on your OPBX plan:
| Plan | DID Limit |
|---|---|
| Starter | Up to 5 |
| Business | Up to 20 |
| Enterprise | Unlimited |
Contact your administrator to upgrade if you need more DIDs.
Testing DID Routing
Always test your DID configuration:
- Call from external number - Use a mobile phone
- Verify routing - Ensure it reaches the expected destination
- Test all options - For IVRs, test each menu option
- Check ring groups - Verify all members are called
- Document results - Keep records of testing
Troubleshooting
DID Not Receiving Calls
Problem: Calls to the DID don't reach OPBX.
Solutions:
- Verify the number is active in Cloudonix
- Check Cloudonix integration status
- Ensure the DID is configured in OPBX
- Verify the DID status is "Active"
Wrong Routing
Problem: Calls go to unexpected destination.
Solutions:
- Check the DID's routing configuration
- Verify you're testing the correct phone number
- Review routing destination (ensure it exists and is active)
- Clear browser cache and refresh configuration
"Number already exists" Error
Problem: Cannot add a DID that's already configured.
Solutions:
- Check if the DID is already in your organization
- Look in inactive DIDs list
- If the DID belongs to another organization, contact support
Best Practices
Organization
- Use friendly names - Makes management easier
- Document your DIDs - Maintain a directory
- Group by purpose - Organize logically
- Regular audits - Review DIDs quarterly
Configuration
- Test before going live - Always verify routing
- Have fallbacks - Configure backup destinations
- Monitor usage - Check call logs regularly
- Keep it simple - Avoid unnecessary complexity
Security
- Review regularly - Ensure DIDs are still needed
- Disable unused - Set inactive if not in use
- Monitor for fraud - Check for unusual call patterns
- Secure direct lines - Consider PIN protection
Example Configurations
Small Business Setup
| DID | Friendly Name | Routing | Destination |
|---|---|---|---|
| +1-555-0100 | Main Line | IVR Menu | Main Menu |
| +1-555-0101 | Sales | Ring Group | Sales Team |
| +1-555-0102 | Support | Ring Group | Support Team |
Enterprise Setup
| DID | Friendly Name | Routing | Destination |
|---|---|---|---|
| +1-800-555-0100 | Toll-Free Main | IVR Menu | Corporate Menu |
| +1-555-0200 | Sales East | Ring Group | East Coast Sales |
| +1-555-0201 | Sales West | Ring Group | West Coast Sales |
| +1-555-0300 | Support | Business Hours | Open→Support, Closed→AI |
| +1-555-0900 | Emergency | Extension | On-Call Engineer |
Next Steps
Learn about specific routing features:
- Ring Groups - Configure department call distribution
- IVR Menus - Create automated call menus
- Business Hours - Set up time-based routing
Related Documentation:
- Call Routing Overview - General routing concepts
- Cloudonix Integration - Phone system backend
- Extensions - Understanding extension types