Port DID numbers in bulk

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 in other countries, see Port DID numbers in EMEA.

When you port 500 or more DID numbers into Genesys Cloud Voice, you must use a Genesys large batch porting process rather than enter individual numbers via the Port In DID Numbers feature. You can use the port DID numbers by email procedure or the port DID numbers in bulk procedure described in this article.

To port DID numbers into Genesys Cloud Voice using the bulk procedure, download a specially formatted .csv file template and add your numbers to it. Then use the Port Bulk option on the Port in DID Numbers page to upload your .csv file.

Each .csv file can hold a maximum of 500 numbers. For example, if you have 1000 numbers you want to import, you must use two .csv files, each with 500 numbers. Likewise, if you have 550 numbers to import, you must use two .csv files, one with 500 numbers and one with 50 numbers.

Warning: If you enter more than 500 numbers in a .csv file, the import process fails.

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, Genesys recommends that you submit a port request 2–3 weeks in advance. This process ensures coverage of the time that it takes to get an exact date and also allows you to prepare for number porting.

Activation

Genesys support technicians are committed to activating your numbers in Genesys Cloud Voice as quickly as possible. However, the actual activation is restricted to 8:00 a.m. to 7:00 p.m. Eastern Time, Monday through Friday in the US, and 6:00 a.m. to 5:00 p.m. Eastern Time, Monday through Friday in Canada.

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.

Download the template

  1. Click Admin.
  2. Under Genesys Cloud Voice, click Number Management.
  3. On the Number Management page, click the Port Numbers button and select DID.
  4. Select the Port Bulk tab.
  5. Click Download Template to access the .csv template.

Add numbers to the template

Using a text editor, enter your numbers using the e.164 format and the restriction codes exactly as described in the template.

Warning: Do not use a spreadsheet application to add your numbers to the .csv template. Doing so strips out the leading + on all your e.164 formatted numbers.

Upload your .csv file

  • On the Port Bulk tab, click Browse, locate the .csv file, and click Open. The .csv file uploads in the background.

Complete the port details

  1. Specify the emergency service location:
    • If the location exists, select it from the Location list.
    • If the location does not exist, create a new location. Then select the location from the Location list.
  1. Click create a location.
  2. In the Add Location dialog box, fill in all the required information.
  3. Click Save. If Genesys Cloud verifies the address, an indicator appears.

  1. In the Requested Activation Date and Time box, specify the date and time you want the ported numbers to become active. 
  2. In the Email box, type the email address for Genesys to use to contact you for questions.  
  3. In the Contact Phone Number box, select your country and type a phone number for Genesys to use to contact you for questions.
  4. In the Letter of Authorization Localization panel, complete the settings.
    1. From the Country list, select your country.
    2. If a Letter of Authorization is available in multiple languages for your country, select the language from the Language list.
  5. In the Authorized Contact Name box, type your name or the name of the person who is responsible for the request. 
  6. In the Company Name box, type your company name exactly as it appears on the bill from your current DID service provider.
  7. In the Service Address boxes, type your service address, including the country, exactly as it appears on the bill from your current DID service provider.
  8. Click Confirm.
  9. On the Terms and Conditions page, read and accept the terms and conditions. For more information, see Accept terms and conditions (port numbers).
Notes:
  • For questions or to follow up on your submission, contact Genesys Cloud Voice support.
  • Snapbacks may not be accepted, so you must confirm all porting information before you submit your request.

Check your port status

After you complete the port operation, you can check on the status of the port.

  1. Click Admin.
  2. Under Genesys Cloud Voice, click Number Management.
  3. On the Number Management page, click the Port Requests tab.

By default, the Port Requests page shows the ports with a Port Pending status. To see completed ports, click Show Completed Port Requests.