Port toll-free numbers in bulk

Prerequisites

  • Genesys Cloud Voice Admin role

When you port toll-free numbers into Genesys Cloud Voice, you can port the number in bulk rather than entering individual numbers. To port multiple toll-free numbers into Genesys Cloud Voice, follow this procedure to download and complete the template.

Note: Genesys does not submit toll-free port requests to the losing carrier until two weeks before the requested port date. This timeline is an industry standard designed to prevent the premature disconnection by the losing carrier. You may submit a request to Genesys up to 30 days before the requested port date, but Genesys cannot confirm the port until it is submitted and approved by the losing carrier.

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 Toll-Free.
  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 the 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. You can then select the location from the Location list.
  • Click create a location.
  • In the Add Location dialog box, complete the required information.
  • 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 that you want the ported numbers to become active. 
  2. In the Email box, type the email address that Genesys uses to contact you for questions.  
  3. In the Contact Phone Number box, select your country and type a phone number that Genesys uses to contact you for questions.
  4. In the Letter of Authorization Localization panel, complete the settings.
    • From the Country list, select your country.
    • 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 make sure that you confirm all porting information before submitting 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.