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Numbers and porting for customers

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Submit number porting applications for your customers, handle cutover and rejections, and order large or consecutive number ranges.

You can bring your customers’ existing numbers to the platform by porting them, and order large blocks of new numbers for them.

Before you start

Section titled “Before you start”
  • The number must be active with the current (losing) provider. A disconnected number can’t be ported.
  • Have the customer’s current provider details and account number ready, ideally with a recent bill. Wrong details in the form’s Current Service Provider section are a common reason for rejection.

Submit a porting application

Section titled “Submit a porting application”

The porting form gives the platform authority to move the numbers from the losing provider, along with the details needed to do it.

Australia only

In Australia the form is called a Porting Application Form (PAF). Ports are Category A (simple) or Category C (complex), with different lead times. See Category A and Category C porting.

  1. Go to Porting › Number porting and click Add.
  2. Choose the Customer, Select your country and the Template. The porting form appears under Application Text.
  3. Fill in the form for the customer. Check the Current Service Provider details carefully.
  4. Upload the customer’s bill in Upload your phone bill from losing carrier (highly recommended).
  5. Set Status to New to submit the application, or to Draft to finish it later.
  6. Click Create.

Porting fees, and rejection fees, depend on the type of port and the country. The pricing is shown near the bottom of the porting form.

Prepare for cutover

Section titled “Prepare for cutover”

The number is added to the customer’s account as soon as the port is submitted. This lets you set it up before the port day, so downtime is short.

  1. In the customer’s PBX, add the number to an Inbound number and connect it to the right part of the call flow.
  2. If the customer wants to show the number on outgoing calls, set it as the caller ID on the relevant Users.
  3. Click Apply configuration.
  4. After cutover, test with a call from a mobile or another provider’s phone. A test call from a phone on the platform can give a false result.

Ports are normally cut over in business hours. After-hours ports aren’t recommended, because the risk of a long outage is high. If one is needed, a fee applies; ask the support team for a quote.

See Prepare for porting cutover for the customer view.

Deal with a rejected port

Section titled “Deal with a rejected port”

A port can be rejected for many reasons, such as a wrong account number, a complex service on the number, extra numbers on the account, an open order with another provider or a contract still in force.

  1. Read the advice sent with the rejection notice.
  2. Work with the customer and the losing provider to fix the cause.
  3. Select the application, open Comments and add a Public reply to tell the porting team it’s fixed. They help you resubmit it.

Common rejection reasons and fixes are in Porting rejections. If you’re unsure what a rejection means, ask the porting team in the application’s comments or through a support ticket.

Order a large or consecutive range of numbers

Section titled “Order a large or consecutive range of numbers”

For blocks of numbers, such as 10, 20, 50 or 100 numbers, raise a support ticket in Support › Support tickets. See Partner support. Tell the team:

  • the customer account the numbers are for;
  • the country and state;
  • the city or dial prefix, if the customer needs a specific one;
  • how many numbers are needed;
  • whether they must be consecutive.

For a specific local number or pattern that isn’t available, such as a number ending in 700, ask for a manual number search in a support ticket and give the team a few prefixes or patterns. A fee applies.

The team replies with the available numbers. Once you approve them, the team adds the numbers to the customer’s account. The normal monthly fee applies to every number, so agree the extra cost with your customer first.

Check it works

Section titled “Check it works”
  • A submitted port shows in the Porting list with its Status and, once booked, the Cutover booked for date. The Porting tab shows how many applications have unread comments.
  • After cutover, a call to the ported number from a mobile rings where the call flow sends it.

Next steps

Section titled “Next steps”