Phone Numbers (DIDs)

Direct Inward Dialing (DID) numbers are the phone numbers that external callers dial to reach your organization. This page explains how to manage phone numbers and configure their routing.

What Is a DID

A DID (Direct Inward Dialing) number is a phone number assigned to your organization. When someone calls this number, the call enters your PBX system and routes according to your configuration.

Phone Number Format

OPBX stores phone numbers in E.164 international format:

• Starts with a plus sign (+)
• Followed by country code
• Followed by national number

Example: +14155551234 (US number, 415 area code)

warning

Phone numbers are immutable after creation. If you need to change a number, delete the old entry and add a new one.

Routing Types

When a call arrives at a DID, OPBX routes it to a destination. The following routing types are available:

Routing Type	Routes To	Best For
Extension	A specific extension	Direct lines
Ring Group	A group of extensions	Department coverage
IVR Menu	Interactive voice menu	Main company number
Business Hours	Time-based routing	Open/closed handling
Conference Room	Conference bridge	Dedicated conference lines
AI Assistant	AI voice agent	Automated support
AI Load Balancer	Distributed AI agents	High-volume AI routing

Adding a Phone Number

To add a new phone number to your organization:

1. Navigate to Phone Numbers in the sidebar
2. Click Add Phone Number
3. Enter the number in E.164 format (e.g., +14155551234)
4. Select the routing type
5. Choose the destination (the specific extension, ring group, etc.)
6. Save the configuration

tip

Use a consistent format for all numbers. Include the plus sign and country code to ensure proper routing.

Changing Routing

To change where a phone number routes:

1. Find the number in the Phone Numbers list
2. Click to edit
3. Select a new routing type
4. Choose the new destination
5. Save changes

Routing changes take effect immediately. Active calls are not affected, but new calls follow the new routing.

Phone Number Status

Each phone number has a status that controls whether it accepts calls:

Status	Behavior
Active	Routes calls to the configured destination
Inactive	Calls are rejected with an error message

Set a number to Inactive when:

• The number is being ported
• You want to temporarily block calls
• The number is reserved for future use

Routing Examples

Direct Line

Route a DID directly to a user's extension:

• Number: +14155551001
• Routing Type: Extension
• Destination: Extension 1001 (John Smith)

Result: When someone calls +14155551001, John Smith's phone rings.

Main Company Number

Route a DID to an IVR menu:

• Number: +14155551000
• Routing Type: IVR Menu
• Destination: Main Menu

Result: Callers hear the main menu and press digits to reach departments.

After-Hours Support

Route a DID through business hours:

• Number: +14155551002
• Routing Type: Business Hours
• Destination: Open hours route to Support Ring Group, closed hours route to Emergency IVR

Result: Calls reach the support team during business hours, and an emergency menu after hours.

Best Practices

Number Organization

• Label numbers with their purpose (Sales, Support, Main)
• Use consistent routing patterns for similar numbers
• Document which numbers are published externally

Routing Strategy

• Use IVR menus for main numbers to reduce misdirected calls
• Route department numbers to ring groups for coverage
• Consider business hours routing for time-sensitive departments

Testing

• Test each number after configuration
• Verify routing changes with test calls
• Check that inactive numbers properly reject calls