Port DID numbers by email
Prerequisites
- Genesys Cloud Voice Admin role
When you are porting 500 or more DID numbers into Genesys Cloud Voice, you have to use one of our large batch porting processes rather than entering individual numbers using the port DID numbers feature. You can use the port DID numbers in bulk procedure or you can use the port DID numbers by email procedure described in this article.
To port DID numbers into Genesys Cloud Voice using the email procedure, you download as specially formatted spreadsheet template and add your numbers to it. You then send the spreadsheet, by email, to our support technicians.
Unlike the port DID numbers in bulk procedure, the spreadsheet that you use for the port DID numbers by email procedure can contain more than 500 numbers.
Contact your existing carrier
Before you submit a request to port numbers to Genesys Cloud Voice, you must work with your existing carrier to determine what information you need from them to begin the port procedure. Having that information beforehand ensures a smooth transition between your existing carrier and Genesys Cloud Voice. Failure to do so, can result in delays.
Activation
Our support technicians are committed to activating your numbers in Genesys Cloud Voice as quickly as possible. However, it is important that you understand that the actual activation is restricted to the hours of 8 a.m. to 7 p.m. Eastern Time, Monday thru Friday.
On specific holidays, DID number porting is unavailable.
| Holiday | Date |
|---|---|
| New Year's Day | January 1, 2024 |
| Martin Luther King Jr. Day | January 15, 2024 |
| Presidents' Day | February 19, 2024 |
| Good Friday | March 29, 2024 |
| Memorial Day | May 27, 2024 |
| Juneteenth | June 19, 2024 |
| Independence Day | July 4, 2024 |
| Labor Day | September 2, 2024 |
| Columbus Day | October 14, 2024 |
| Election Day | November 5, 2024 |
| Veterans Day | November 11, 2024 |
| Thanksgiving Day | November 28, 2024 |
| Day after Thanksgiving | November 29, 2024 |
| Christmas Eve | December 24, 2024 |
| Christmas Day | December 25, 2024 |
| Holiday | Date |
|---|---|
| New Year's Day | January 1, 2024 |
| New Year's Next Day | January 2, 2024 |
| Family Day | February 19, 2024 |
| Good Friday | March 29, 2024 |
| Easter Monday | April 1, 2024 |
| Victoria Day | May 20, 2024 |
| St. Baptiste Day (Quebec) | June 24, 2024 |
| Canada Day | July 1, 2024 |
| Civic Holiday | August 5, 2024 |
| Labour Day | September 2, 2024 |
| National Day for Truth and Reconciliation | September 30, 2024 |
| Thanksgiving Day | October 14, 2024 |
| Remembrance Day | November 11, 2024 |
| Christmas Eve | December 24, 2024 |
| Christmas Day | December 25, 2024 |
| Boxing Day | December 26, 2024 |
| New Year's Eve | December 31, 2024 |
Pricing
There is no fee for the number porting operation. However, once the numbers are ported into Genesys Cloud Voice, you will incur any non-recurring charge (NRC), Monthly recurring charge (MRC), and usage fee associated with having your numbers in Genesys Cloud Voice. For more information, see Genesys Cloud Voice pricing.
SMS services
The Genesys Cloud Voice number porting process is specifically designed for voice service numbers. Any SMS services present on ported numbers will not be automatically transferred along with voice service. In fact, the SMS services will likely be disrupted by the port process.
If you would like to transfer your SMS service to Genesys Cloud along with your voice service, you need to take additional steps after you initiate the porting process. To begin, when you respond to your port submission confirmation email, please use Reply All and add a note to your message informing the team that you would like to port your SMS service along with the voice service. Our team will then begin the SMS service porting process.
If you would like your SMS service to remain with your current carrier, you will need to contact them after the voice port is complete and request that they reconnect the SMS service to the number.
To port your numbers
To port DID numbers into Genesys Cloud Voice, perform the appropriate tasks for your country.
- Compile a list of the phone numbers that you want to port.
Download the appropriate spreadsheet template and enter all phone numbers. The spreadsheet templates include instructions for providing the required information.
- United States: US DID Number Porting Template
- Canada: CAN DID Number Porting Template
- Complete a Letter of Authorization (LOA) form.
The LOA form is a fillable .pdf. Save the .pdf to your hard disk and then using a PDF reader (such as Adobe Reader), fill in the required information. You must electronically sign and lock each LOA form. We will reject any unlocked forms.
Note: Complete both the DID Number Porting Template and the DID Number LOA. It is imperative that all information match exactly with what the current carriers have on record per location. If you are unsure, ask your carriers for a Customer Service Record (CSR), also known as Services and Equipment list. This list can serve as the official record of information to put on the LOA form. If there are multiple locations or multiple carriers, complete a DID LOA form for each location or carrier.- United States: DID Number LOA Form
- Canada
- Email the LOA form and the spreadsheet to Genesys Cloud Voice support
When our system receives your email request, it automatically creates a support request ticket and our support technicians handle your request during our normal business hours: M-F 8 AM – 5 PM EST. Keep in mind that while our support technicians process your port request within 24 hours of receipt, it could take up to 10 days to confirm an exact port date. - Set up and remove forwarding for phone numbers you plan to port to Genesys Cloud Voice (optional).
- After you provision DID numbers from Genesys Cloud Voice, contact your carrier to request that they forward these numbers to the Genesys Cloud Voice numbers.
- Once the porting process is complete, work with your carrier to unassign and disconnect forwarding.
