Assigned and Add-On Direct Dial-In (DDI) Numbers

Every User Gets a CloudCall Number

CloudCall assigns each user one phone number and extension as part of their CloudCall o1 subscription. Whenever possible, we provide numbers with a local area code based on user preference. New users are asked for their preferred area code before a number is assigned.

Direct Dial-In (DDI) Numbers
Your assigned user number is sometimes referred to as a DID (Direct Inward Dialing) or DDI (Direct Dial-In) number. "DID" is commonly used in the US, while "DDI" is the preferred term in the UK and other regions, but both refer to the same concept—a unique phone number assigned to an individual or department for direct inbound calls, bypassing the main switchboard or IVR (Interactive Voice Response) menu.

Extensions

Each CloudCall user is assigned an extension, which serves as their unique identifier for routing inbound calls. A single user may have multiple DDIs routed to their extension, meaning all calls to those numbers will ring to that user.

Extensions also make it easy to dial colleagues without using full phone numbers. For example, if your CloudCall extension is 1234 and your colleague’s is 4567, you can simply dial 4567 from the softphone instead of entering their full number (555-555-4567).

Private vs Shared Numbers

In CloudCall, numbers can be designated as Private or Shared numbers. 

• 🔒 Private Numbers: Assigned to an individual user; only that user will receive calls to this number. A Private Number will show as "routed to" an individual user's extension in the Numbers section of the CloudCall Workspace. Individuals can text from private numbers. 
• 👐 Shared Numbers: Can be used by multiple team members for outbound calls, making them ideal for departments or campaigns needing a unified caller ID. A Shared Number may be part of an IVR workflow, in which case it will appear as "routed to" the IVR workflow name in the Numbers section of the CloudCall Workspace. Text messaging is not possible with shared numbers/main lines. 
• ⏯️ Pre-Provisioned Numbers:  Purchased numbers that have not yet been assigned as Private or Shared. These appear on the Workspace Numbers page list as "pre-provisioned" until an admin designates them.

Outbound Caller ID Rules

Your Outbound ID, also known as Caller ID (CID) or Calling Line Identification (CLI), is the number displayed to the recipient of a call. Depending on system settings, this can be a specific DID/DDI, a general business number, or another approved number. In some regions, CLI must follow strict regulations to prevent spoofing, requiring only verified numbers to be displayed.

By default, your assigned Private Number will appear as your outbound Caller ID (CID) when making calls. If no Private Number is associated with your account, a Shared Number will be used instead.

CloudCall also allows users to override their default CID and select a different number (such as a DID/DDI) as their Outbound ID for branding or regional presence. You can adjust this directly from the CloudCall o1 Softphone. Learn more about setting your Outbound ID from the CloudCall o1 Softphone. 

Managing Numbers in the CloudCall o1 Workspace

View and Sort All Numbers from the Numbers Page

You can view all company-assigned numbers on the Numbers page in the CloudCall o1 Workspace. This page displays a table with:

• Each number’s Ownership status (Shared, Private, or Pre-Provisioned)
• How calls to the number are Routed (to a workflow or extension)
• The name of the workflow or user it’s routed to (Routing Object)
• The last update dated and time for these settings

Edit Number Settings

You can adjust a number’s settings by clicking on the hyperlinked phone number from the Numbers page table or the Users page table. When you click to edit a hyperlinked DDI, that Number's Settings Page will open. Here you can: 

Rename the Number Name – By default, the number appears as itself (e.g., +44 116 350 5248), but you can rename it to something more recognizable, like "Jean’s Desk."

Change a Shared Number to a Private Number – You can convert a Shared Number to a Private Number, but not vice versa.

Edit Where Calls Are Routed - If a number is part of an IVR workflow, routing changes require CloudCall Customer Support assistance. If the number is not in a workflow, you can update its routing to either:

• An Extension (calls will go directly to the assigned user).
• A Queue (calls will enter an existing queue or IVR flow set up with CloudCall support).

Need More Numbers? Add-On DIDs Available

While every user gets one assigned number and an extension when they subscribe to CloudCall,  you can purchase additional ones as needed. Businesses often add extra numbers to establish a local presence, improve answer rates with familiar caller IDs, comply with regulations, or separate functions like sales and support. They also make it easy to expand into new regions without a physical office.

Supported International DDIs

You can purchase additional numbers based on your business location and availability. Numbers in some locations require special handling due to regulations or carrier costs, while others may need a custom quote from a CloudCall representative.

🚨 If a country isn’t listed below or is marked with a *, contact your CloudCall rep for details.🚨

*Special Cases

Setting up numbers for these countries involves additional complexity due to regulatory requirements or elevated carrier costs. However, we can work through special terms and conditions with you on a case-by-case basis:

• Austria
• Bulgaria
• Czech Republic
• France
• Italy
• Lithuania
• Luxembourg
• Malaysia
• Malta
• Norway
• Portugal
• Singapore
• South Korea
• Spain
• Switzerland
• Turkey
• Germany

Restricted Cases

In these countries registration requirements and restrictions must be discussed before we can begin requisition requests. 

• Colombia
• Georgia
• Indonesia
• Thailand

How to Request Additional Numbers

You can request an add-on number through your CloudCall representative:

• Sales Representative sales@cloudcall.com 
• Customer Support (CS) Team support@cloudcall.com 
• Customer Success Manager (CSM) 

Or you can request an add-on number by using the "Request Number" form in CloudCall o1, which generates support ticket and notifies the Customer Success team to process your request.