What Is the Purpose of Direct Inbound Number?

Overview

You want to know what is the function of Direct Inbound Number (DIN) when setting up agents and how having and empty DIN would affect agents who are performing outbound calls. 

Information

Having an empty Direct Inbound Number will not affect agents who are making outbound calls or receiving calls through a Call Path/ Rep Queue (they will receive calls that are made to the inbound number configured for the Call Path). 

Direct Inbound Number only needs to be configured if you want agents to receive calls to their direct numbers through Playbooks:

1. From the Playbooks Manager Application:
   • Open the Teams tab and click on a Team
     Or
   • Open the People tab.
2. Click on the target agent’s Name.
3. Under Direct Inbound Number, click Change.
4. Select one of the available numbers.
   
   Note: Numbers will only appear if they’ve been assigned to your account. Contact your Customer Success Manager or Support team to get new numbers assigned to your account.