Direct dialing is a feature that allows a caller to connect directly with an agent in your organization. However, for direct dialing, the caller should know the extension number of that particular user. Suppose customer A wants to call a particular sales agent whose extension number is 15. To talk directly to the sales agent customer A needs to dial : [Business number,15].
Direct dialing is beneficial as it allows the caller to get connected to a particular agent without waiting. The entire 1VR menu, press 1 for sales, 2 for support,etc gets skipped. The customer’s call is directly transferred to the concerned agent. Therefore, this helps to solve queries instantly and saves the time of the customer.