Direct Dial Inward (DDI)

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know? 60% of customers say being transferred multiple times is the most frustrating part of a service experience.

1. What is Direct Dial Inward (DDI)?

Direct Dial Inward (DDI) is a telephony service that allows external callers to reach an internal extension of a business directly, without going through a receptionist or phone menu. Each employee or department gets a unique DDI number mapped to their internal phone line.

2. What is direct inward dialing?

Direct inward dialing (DID) is the US equivalent of Direct Dial Inward (DDI). It enables businesses to assign individual numbers to employees or departments, improving call routing and customer experience.

3. Can I call a DDI number?

Yes, you can call a DDI number just like any standard phone number. The call automatically routes to the assigned internal extension within the business phone system.

Explore how IVR systems work with DDI to streamline inbound call routing and boost CX.