Why can’t I port DID numbers into Genesys Cloud Voice during off hours?

Genesys Cloud Voice support technicians work with technicians from your carrier to port the numbers from their service to Genesys Cloud Voice. As such we must work within both our and their normal business hours, which typically do not include Saturdays. Number port requests are restricted to the hours of 8:00 AM to 7:00 PM Eastern Time, Monday thru Friday.

Note: We cannot port numbers on bank holidays.


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 process ensures coverage of the 10 days that it can take to get an exact date and also allows you to prepare for number porting.