Adding a DID Route in VICIdial

Setting Up Your Incoming Calls: DID & Routing

This is the third and final step of setting up your incoming calls. Follow the instructions below to add a DID and configure your routing in the VICIdial phone system.

After purchasing a number from the eTollFree number search page, you will need to route the DID (phone number) through your PBX to your assigned VICIdial domain.

Watch the video walkthrough ▶

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Step 1 — Add a New DID

1. Open your VICIdial admin dashboard.
2. Navigate to Inbound → DIDs, then click “Add a new DID”.
3. In the DID Extension field, enter the 10-digit phone number you just purchased.
4. Enter a descriptive label in the DID Description field.
5. You can leave the Admin User Group setting at its default value.
6. Click Submit.

Once submitted, additional routing settings will appear for that phone number.

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Step 2 — Configure the DID Route

1. DID Route

   Select the type of route you want for this DID. Each option in the drop-down includes a help icon (ⓘ) with a full definition. For this setup, select ingroup to direct calls to an inbound call group.

2. In-Group ID

   Select the In-Group you previously created for handling incoming calls. This links the DID to the correct queue or agent group.

3. In-Group Call Handle Method — CIDLookup

   Set this to CIDLookup. With this method, VICIdial will search the entire system for any previously saved information matching the caller’s number.

   • Returning caller: If a match is found, the agent will see the customer’s full details in the Customer Information field.
   • New caller: If no match exists, the agent will see only the caller’s phone number — all other fields will remain blank until the record is saved.

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Need help setting up your VICIdial system? Contact our support team at 866-273-4639 or reach our sales team at 1 (800) 233-0234. You can also Search for a Toll-Free Number.