Port DID numbers by email

Prerequisites

  • Genesys Cloud Voice Admin role

Note: The procedure described in this article is specifically for porting numbers in the US and Canada. For more information about porting numbers other countries, see Port DID numbers in EMEA.

When you are porting 500 or more DID numbers into Genesys Cloud Voice, you have to use one of our large batch portings processes rather than entering individual numbers using the Port In 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.

Tip: Because it can take up to 10 days to know the exact date that your carrier releases your numbers, we recommend that you submit a port request 2–3 weeks in advance. This ensures coverage of the 10 days that it can take to get an exact date and also allows you to prepare for number porting.

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.

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. SMS services can typically transfer 3-5 days after the voice port, during which time SMS will not be available on the number.

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.

  1. 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.

  2. 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.
  3. Email the LOA form and the spreadsheet to PCVoiceTelcoRequest@genesys.com.
    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.
  4. 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.
Note: Snapbacks may not be accepted, so it is crucial that you confirm all porting information before submitting your request.