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8x8 Support

How to Engage LNP- For Managed Porting

Question

How to engage LNP for Managed Porting

Applies To

  • Managed Porting
  • LNP

Answer

Managed LNP processes for the following scenarios

Implementation Starter with Managed LNP - *Partner to do complete implementation and does NOT need to use the 2-Hours of provided implementation assistance, but wants Managed LNP
  • The Managed LNP case does NOT automatically get created.
  • Send an email to: managedporting@8x8.com with the below information
    • Subject: New Managed Porting Case ( No IMP Needed )
    • Description add the below information so we can create the case 

              Order Number, point of contact ( name, email and phone number), and request to open the Managed                       LNP case.

  • Please do not cc customer and partner in this email to managed porting.
Implementation Starter with Managed LNP - *Partner or customer to do implementation, but will need to use the 2-Hours of provided implementation assistance.
  • The Managed LNP case does NOT automatically get created.

  • The Implementation rep will open the Managed LNP case when the customer is ready to start the number porting.

  • In this case, be sure to stress the importance of having the customer or partner go through the Admin Console 101 Walkthrough, and schedule their implementation appointment.
  • If it turns out that the customer does not need any implementation assistance,  then email  managedporting@8x8.com  with the Order Number, point of contact, and request to open the Managed LNP case.
  • KB for IMP to follow on how to engage 
  • https://support.8x8.com/support-services/number-transfer/Port_Project_Creation_and_engagement_guidelines
Implementation Plus with Managed LNP 
  • The Managed LNP case does NOT automatically get created.

  • The Implementation rep will open the Managed LNP case when the customer is ready to start the number porting.

Managed LNP on a separate AO order after the initial CO order is Closed Won,
  •  It will automatically create a Managed LNP case in the system.
  • Do not attempt to create your own Managed LNP cases because they are not routed properly, and must be created by LNP.
  • *IF case does NOT automatically get created.
  • *Send an email to: ManagedPorting@8x8.com with the Order Number, point of contact, and request to open the Managed LNP case.

Additional Information

In all cases where Managed LNP sku is sold, be sure to instruct the partner and customer NOT to manually submit their number porting in the Admin Console.
This will create a completely separate case in the system, and can slow the case progression because the LNP rep has to tie the Managed LNP case back to the regular LNP case that gets auto-generated.

  • SLA for case assignment once case is generated is 48 hours and then the Managed Porting Specialist has 48 hours to scope and provide a response to customer.
    • For Managed porting via IMP our SLA does not start until we have all correct docs and information from the rep 

In all cases please ensure that enough licenses (DID slots) are available for ALL numbers that are on the order (Local and Toll Free).  For example if you order Managed Porting for 120 NTBP’s and 1 Toll Free, you need 121 total licenses (DID slots) meaning 120 local and 1 Toll Free in order to ensure the port will process.  If licenses are missing the LNP agent will not submit an order until it is rectified.  And this may cause 8x8 to miss the requested go live date.

Please use the ManagedPorting@8x8.com email alias for any urgent matters or one-off scenarios.

** If a case was closed due to no response please follow the below process ( include old cases )

  • Send an email to: managedporting@8x8.com with the Order Number, point of contact, and request to open the Managed LNP case.
  • Please do NOT post in the LNP chat room.
  • Please do not cc customer and partner in this email to managed porting.

Managed Local Number Porting Services - *Customer facing
https://support.8x8.com/support-serv...orting-process

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