Matrix ETERNITY NE - Direct Inward Dialing (DID); DID with Built-In Auto Attendant

Matrix ETERNITY NE System Manual 561
Direct Inward Dialing (DID)
What’s this?
Direct Inward Dialing (DID), an auto attendant feature, allows external callers to reach an extension directly without
the intervention of the Operator.
When DID is enabled on a trunk, whenever an external call lands on that trunk, the Built-In Auto Attendant or the
Voice Mail Auto Attendant (if Voice Mail module is installed) of ETERNITY NE, greets the caller and prompts the
the caller to dial the desired extension number. The call is then transferred to the extension number dialed by the
caller.
ETERNITY NE also offers Delayed DID, whereby incoming calls to Extensions defined as the landing destinations,
can be answered by the Built-In or the Voice Mail Auto Attendant, if none of the landing extensions answers the call
within a certain time period.
DID can be used by regular callers who know extension numbers to reach the desired extensions without Operator
assistance. Thus, DID reduces call traffic on the Operator extension, call set-up and transfer time for the callers. It
is useful especially during non-working hours and holidays, and projects a professional image of the organization.
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Delayed DID works only when you have selected Operator or Extensions as the the landing destination
for incoming calls on the trunk.
DID will not work, when the dialed extension has Privacy from DID enabled in its Class of Service. So, if
you want to prevent direct access to certain extensions by external callers, enable Privacy from DID in
their Class of Service. See “Privacy”.
How it works
DID can be configured on all trunk types—CO, Mobile, SIP—for the Day (working hours) and Night (non-working
hours).
When configuring DID on a trunk, you may select either the Built-In Auto Attendant or the Voice Mail Auto Attendant
as the destination for incoming calls.
DID with Built-In Auto Attendant
When the Built-In Auto Attendant of ETERNITY NE is selected as the destination for incoming calls on a trunk, this
is how DID will work:
• A call lands on a Trunk.
• The system waits for the period of the DID Answer Wait Timer (default: 05 seconds) to answer the call.
The caller gets Ring Back Tone from the CO network during this period.
• The system greets the caller with the pre-recorded voice message called the DID Welcome Greeting for
the current time zone. A Voice Module must be assigned for the DID Welcome Greeting.
• The DID Welcome Greeting message is played once.