Direct Inward Dialing (DID) Numbers

A DID (Direct Inward Dialing) number is a public telephone number that the PSTN can deliver calls to. In LaraCopilot, DIDs are provisioned against a tenant and act as the entry point for all inbound traffic. When a caller dials a DID, LaraCopilot looks up the associated DidRoute records to decide where the call should go — an extension, a call queue, or an IVR menu. Each DID is sourced from a carrier or VoIP provider and carries a status that controls whether it is actively accepting calls.

Key fields

Field	Type	Description
`tenant_id`	integer	The tenant this DID is assigned to. Required.
`number`	string	The E.164 or local-format phone number (e.g. `+12125550100`). Max 50 characters.
`provider`	string	The carrier or SIP trunk supplying this number (e.g. `Twilio`, `Vonage`).
`description`	string	Optional free-text label to identify the number’s purpose.
`status`	string	Operational state (e.g. `active`, `inactive`). Inactive DIDs do not route calls.

How DID routing works

Each DID can have one or more DidRoute records attached to it. Routes define the destination — an extension or a queue — and any conditions that govern when that destination applies (time of day, day of week, etc.). When an inbound call arrives, LaraCopilot evaluates the routes in order and forwards the call to the first matching destination.

A DID with no active routes will fail to connect inbound calls. Always configure at least one route before setting a DID’s status to active.

API examples

Create a DID

curl -X POST https://your-instance/api/dids \
  -H "Content-Type: application/json" \
  -d '{
    "tenant_id": 1,
    "number": "+12125550100",
    "provider": "Twilio",
    "description": "Main inbound line",
    "status": "active"
  }'

{
  "message": "DID created successfully.",
  "data": {
    "id": 10,
    "tenant_id": 1,
    "number": "+12125550100",
    "provider": "Twilio",
    "description": "Main inbound line",
    "status": "active",
    "created_at": "2026-04-22T10:10:00Z",
    "updated_at": "2026-04-22T10:10:00Z"
  }
}

Retrieve a DID with its routes

curl https://your-instance/api/dids/10

{
  "message": "DID loaded successfully.",
  "data": {
    "id": 10,
    "tenant_id": 1,
    "number": "+12125550100",
    "provider": "Twilio",
    "description": "Main inbound line",
    "status": "active",
    "tenant": { "id": 1, "name": "Acme Corp" },
    "routes": []
  }
}

Routing DIDs to extensions vs. queues

Route to an extension

Best for dedicated lines — a direct number that always rings a specific person’s extension, such as an executive or a department head.

Route to a queue

Best for shared lines — a support or sales number that distributes calls across a pool of available agents using the queue’s configured strategy.

Point high-volume inbound DIDs at a call queue rather than a single extension. Queues provide hold music, overflow handling, and agent-level reporting that a direct extension cannot.

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Core Concepts

Features

Customer Portal

Direct Inward Dialing (DID) Numbers

Key fields

How DID routing works

API examples

Create a DID

Retrieve a DID with its routes

Routing DIDs to extensions vs. queues

Route to an extension

Route to a queue

​Key fields

​How DID routing works

​API examples

​Create a DID

​Retrieve a DID with its routes

​Routing DIDs to extensions vs. queues

Route to an extension

Route to a queue

Key fields

How DID routing works

API examples

Create a DID

Retrieve a DID with its routes

Routing DIDs to extensions vs. queues