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8x8 Support

Porting to 8x8: How does the 8x8 number porting process work?


This article covers the high level process of how a number is ported to 8x8 and what steps you need to take to successfully port your numbers to 8x8.

Applies To

  • Customers looking to port numbers to 8x8  products

Important concepts

When porting, there are some important terms to know:

  • Temporary number - This is an 8x8 number that is used in the setup of your system as a placeholder before your permanent number ports over.
  • Permanent number - A number you are transferring to 8x8.
  • BTN - Known as the billing telephone number, this is the main number on your account. If you're not certain what this is, make sure to contact your former provider.
  • CSR - Customer Service Record, obtained from your former provider.
  • Transfer date - This is the date that your numbers are scheduled to be transferred

The Porting Process

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Preparing for the Submission

Before you submit your number transfer request it's important that you're ready. We highly recommend at least partially setting up your system prior to submitting your port so you're prepared for the numbers to move over at any point in time.

  • Make a list of all the numbers you would like to transfer over to 8x8.
  • Contact your former provider to get a CSR. This will have all the information needed to port, and is important to have on hand to prevent delays in the process. It can be helpful to also have the most recent copy of your bill with your former provider. 
  • Setup and test your call flow using temporary phone numbers.

Number Port Submission


Before you start the transfer of your numbers to 8x8, we recommend that you setup your call flow and users with temporary numbers. This allows you to make sure the phones work the way you want and allows you to catch any snags early instead of scrambling after the numbers have ported to 8x8.

When you're ready to start the porting process, the first thing you will want to do is submit the request. For most requests, this can be completed within the Admin Console. Once the order is submitted our system goes to work to submit the request to your former provider.

Sometimes a port request is too complicated for our system to handle automatically, if this is the case, one of our number transfer agents will have to handle the process manually. Not to worry, the process works the same, but an agent may reach out to you if additional information is needed. If you're porting large quantities of numbers simultaneously we may also require you to purchase our managed porting service in order to allow us to coordinate the requests.

Former Provider Confirms Information

After the request has been submitted, porting becomes a waiting game. Your former provider must confirm that the information you provided on the port matches what they have on file.  This process usually takes a few days to hear back from your former provider but can vary depending on the number type, quantity of numbers and how backlogged a carrier is.

Once we hear back from the losing carrier, one of two things will happen:

Porting Date Received

Congrats! your former provider has said everything matches in their records and the numbers are ready to move over to 8x8. You will get sent an email with the transfer date and additional information about preparing for port completion

Rejection Received

Oh no! Your former provider has rejected the port request. This is commonly due to the information that was entered on the port but don't worry we'll send you an email to let you know what happened and how to fix it. You can check out this cheat sheet to learn more about the different rejections and how to resolve them but most port rejections can be fixed by contacting your former provider for the correct information, then updating it in your admin console by resubmitting the port request.

Preparing for Transfer

In the days leading up to the transfer of your number(s), it's important to finalize the configuration of your 8x8 account. This includes making sure all your users are setup, phones are activated, callflow is configured, and any network concerns have been addressed. Once you're all set with that, you can get ready for the cutover. 

There are two types of cutover:

Hard Cutover - You wait to set up any of the 8x8 phones until the day of the port.


  • You don't have to worry about managing two phone systems at the same time.


  • A lot of work on the day of number port.
  • Configuration issues often discovered after the go-live cause downtime as you try to troubleshoot any issues.

Soft Cutover - You forward your numbers from your former provider to 8x8 while you wait for the transfer to complete.


  • You can start using your 8x8 services before the number ports.
  • Minimal setup needed on day of port.
  • Any issues with configuration are discovered early on can be fixed before the numbers port over.


  • Your temporary numbers will show when calling outbound.
  • Some providers do not support forwarding.

Numbers Transferred to 8x8

The day of port can often be nerve-wracking, so let's go through what to expect.


The time of day that your port will take place will depend on a variety of factors. To learn more about what time of day your numbers will port, check out this article.

Port Completion

Once your numbers have ported over to 8x8, we'll send you an email to notify you that the numbers have ported in. The temporary numbers that were attached to your phone numbers will be removed from your account. However, you can re-claim numbers that were used as temporaries if you have sufficient number licenses.

On day of port it is common to experience some downtime as the port completes. If, However you experience downtime of 30 minutes+ on the day of port, please reach out to us via your case and we will investigate the delay with our carrier.

What to do After the Port

When the numbers are ported over to 8x8, it's important to ensure your phones are working properly. Check out this article to learn more about what to do after your numbers port.


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