This article details the process for what is called a porting project and requires the assistance of a porting coordinator who will work with your former provider to get your numbers. A Porting project is often more complex than a standard number transfer order and as such, it is vital that you read and follow the requirements and guidelines
- Large Number Pools
- 50 numbers or more at once
- When porting more than 30 total numbers with 2 or more carriers and each carrier has more than 10 numbers and the port needs to happen at the same time
- When porting more than 30 total numbers and you have more than 10 of those numbers in different prefixes or service addresses and the port needs to happen at the same time
If you do not meet these requirements, please submit a number transfer request in your account.
- Collect the following Documentation
- A completed letter of authorization for each service address and carrier
- A completed mapping document
- A copy of your most recent bill from each carrier (must be within 30 days of request submission)
- Come up with an ideal date for the numbers to transfer over.
- Most Number Transfer Projects take between 15 and 21 business days. Keep in mind that while we will try our best, we cannot guarantee any port date until we hear back from your carrier(s)
- Send the information to 8x8
- If you're working with an Implementation or Deployment agent, you can send them the documentation
- Otherwise please create a case for our number transfer team and attach the documents to the case. Note: depending on the quantity and scope of the numbers being ported, there may be an additional charge
- Please make sure to list the products that you are transferring your numbers to (EX Virtual office, Virtual Contact Center)
- When filling out the case form, set the subject as Port Project for the quickest assistance
- Once the request is assigned to an agent, they will reach out to you about next steps and updates
What happens if my order is rejected?
If your port request is rejected, you will receive notification (email or phone call) from your 8x8 porting project coordinator. We’ll provide instruction on how best to immediately resolve the rejection. Please note, if the Customer Service Record (CSR) is received prior to porting, it will lessen the possibility of rejection by your current provider.
What should I expect on the day of Port?
Ports are typically scheduled to be completed at 5:30 am PST. This allows all carriers to work together and ensures little to no downtime. We are, however, sensitive to your business needs, if you need a different time, please communicate that with your project coordinator.
8x8 Admin Console or Account Manager (VO)
- When your numbers are released to 8x8, your porting coordinator will start to activate the numbers. This process will only take a few minutes
- Once activated, all 8x8 temporary numbers will be replaced by your ported numbers, based on the information provided in the User Mapping document.
- If numbers aren't assigned to any user or service, you will hear a busy tone (depending on the call
Virtual Contact Center (VCC)
- When the port request is submitted, your numbers are provisioned on your Virtual Contact Center account (tenant) as a new channel.
- You MUST attach a script to each channel and enable the channel prior to porting.
- If channels associated with your numbers are not enabled, your customer will hear the following: “The number is currently not activated.”
- If the channels are enabled, but no script is attached, the call will have no message and the call will drop (disconnect)
Completing the Mapping Document
The mapping document is important as it tells us where your numbers need to end up. Follow the guidelines on how to fill it. Please note that the document must be fully and accurately completed before we can process your request.
Please download the form and fill out the following columns in Excel:
- Porting # - The number that you are planning to port to 8x8, 1 number per line make sure to include the country code and area code. EX 14086445454
- Temporary # - The number on your 8x8 system that we are replacing with the porting number
- Business Name - The name of your business according to your former provider
- Billing Telephone # - The billing telephone number for your former provider, this is typically the main number on your account,
- Carrier - this is the name of your former provider. EX Comcast business
- Address (If there's multiple) - This is the service address for that phone number, if all the numbers have the same service address this only needs to be listed once
- Authorized name - The name of the authorized contact for the former provider
- Product - The product you are transferring the number to. This is most commonly Virtual office, or Virtual Contact Center