# DID & Toll-Free Numbers

**Navigation:** Admin → Telephony → DID Numbers
**Last verified:** Genesys Cloud Resource Center — March 2026

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## What Are DID and Toll-Free Numbers?

DID (Direct Inward Dial) and toll-free numbers are the inbound phone numbers your organization uses. They must be added to Genesys Cloud as inventory before they can be assigned to a person, phone, or call flow.

| Number Type | Description |
|---|---|
| **DID** | Geographic number with a local area code; used for direct user or department dialing |
| **Toll-Free** | Non-geographic number (800, 833, 844, 855, 866, 877, 888); typically used for public-facing inbound access |

Both DID and toll-free numbers are managed in the **same workflow** under `Admin → Telephony → DID Numbers`.

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## Two Main Areas

| Tab | Purpose |
|---|---|
| **DID Ranges** | Add and manage blocks of DID or toll-free numbers |
| **DID Assignments** | Assign individual numbers to a person, phone, or call flow; view and manage current assignments |

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## Navigation

| Task | Path |
|---|---|
| Open DID Numbers | `Admin → Telephony → DID Numbers` |
| Open DID Ranges | DID Numbers → **DID Ranges** tab |
| Create a range | DID Ranges → **Create Range** |
| Open DID Assignments | DID Numbers → **DID Assignments** tab |
| Assign a number | DID Assignments → select number → Assign |
| Unassign a number | DID Assignments → select assigned number → Unassign |

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## Step 1: Create a DID or Toll-Free Range

Numbers must be added as a range before they can be assigned.

| Step | Action |
|---|---|
| Step 1 | Navigate to `Admin → Telephony → DID Numbers` |
| Step 2 | Open the **DID Ranges** tab |
| Step 3 | Click **Create Range** |
| Step 4 | In **DID Start**, select the country and enter the first number |
| Step 5 | In **DID End**, select the same country and enter the last number |
| Step 6 | Enter the **Service Provider** (carrier/provider name) |
| Step 7 | Save the range |

### Range Creation Fields

| Field | Description |
|---|---|
| **DID Start** | First number in the range — country selector + number |
| **DID End** | Last number in the range — same country as Start |
| **Service Provider** | Carrier or provider name associated with this block |

> ℹ️ For a single number, enter the same value in both Start and End.

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## Step 2: Assign a Number

Once numbers are in inventory, assign them from the **DID Assignments** tab.

| Step | Action |
|---|---|
| Step 1 | Open the **DID Assignments** tab |
| Step 2 | Locate the desired number (search or filter by assignment status) |
| Step 3 | Select the number |
| Step 4 | Choose the assignment target type |
| Step 5 | Select the specific **Person**, **Phone**, or **Call Flow** |
| Step 6 | Save the assignment |
| Step 7 | Test inbound routing |

### Assignment Target Types

| Target | Use Case |
|---|---|
| **Person** | Assign a direct number to a specific user |
| **Phone** | Assign a number to a specific device |
| **Call Flow** | Assign a number to an inbound Architect flow (IVR / queue entry point) |

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## Common Assignment Scenarios

| Scenario | Target |
|---|---|
| Employee direct inward dial | Person |
| Main inbound IVR number | Call Flow |
| Shared lobby or reception device | Phone |
| Public-facing toll-free number | Call Flow |
| Branded toll-free for a department | Call Flow |

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## Unassigning a Number

Select the assigned number in DID Assignments and choose **Unassign**. The number returns to available inventory and can be reassigned.

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## Troubleshooting

| Issue | Cause | Resolution |
|---|---|---|
| Number not visible | Range not created or not imported | Recheck DID Ranges and provider data |
| Number cannot be assigned | Already assigned or not in available inventory | Filter by assignment status; unassign first if needed |
| Calls do not reach destination | Wrong assignment target or downstream routing issue | Verify the assignment target and its call flow/phone/user setup |
| Wrong user or flow receives calls | Incorrect assignment | Unassign and reassign correctly |
| Toll-free not available | Number not yet purchased, ported, or activated | Confirm procurement or porting status with carrier |

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## Quick Reference

| Question | Answer |
|---|---|
| Where do you manage DID and toll-free numbers? | `Admin → Telephony → DID Numbers` |
| What are the two main tabs? | DID Ranges and DID Assignments |
| What can a number be assigned to? | A person, a phone, or a call flow |
| What fields are needed to create a range? | DID Start, DID End, and Service Provider |
| Can toll-free numbers be managed here too? | Yes — same workflow |
| What must happen before a number can be assigned? | It must exist in a DID Range |

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## Naming Convention

| Resource | Example |
|---|---|
| DID Range (provider) | `CarrierA_US_DID_Block_01` |
| Toll-Free main entry | `US_TF_Main_Inbound` |

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## See Also

- **Call Routing & Message Routing** — DID numbers are associated with inbound call routes
- **Architect Overview** — call flows are the assignment target for main inbound numbers
- **Extensions** — separate from DIDs; extensions are internal-only dialing numbers
- **Architectural Build Order** — DID numbers are configured in Phase 2

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## Screenshots

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/FusLVHfVpESkXguI-image-1773119763223.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/FusLVHfVpESkXguI-image-1773119763223.png)

To unassign
[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/a8BuYedK78ii0zZk-image-1773119826693.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/a8BuYedK78ii0zZk-image-1773119826693.png)

DID Ranges
[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/JJ1apyyG8HrCw0rl-image-1773119852238.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/JJ1apyyG8HrCw0rl-image-1773119852238.png)