How to Submit Phone Number Port In Requests

Objective

A "port" is a request to transfer phone numbers from one carrier to another. A "port in" request is a request of a transfer from a losing carrier to Outreach (Twilio). Typically, a customer will want to bring in phone numbers from other carriers as there may be historical context such as it belonging to a specific user(s). 

Applies To 

• Organizations who want to port in numbers from other carriers such as Dialpad, Salesloft, Gong, Zoom Phone, RingCentral, etc.. 
• Only applies to US numbers. We do not support porting in of international phone numbers or toll-free numbers (1-800)

Procedure

Step 1: Inform customers of supporting article 

Apply the 'Port In Phone Numbers' in canned response: Port In Phone Numbers. Before sending the customer message, please review that is being asked and ensure that their request is a port-in request. 

Step 2: Ensure all documents are received and validated  

1. A Letter of Authorization (LOA) filled out by the customer.
   • Ensure the Account Number is filled out for each number, provided by the losing carrier. 
2. The list of numbers that the customer would like to port into Outreach in .csv
   • Ensure they have listed the PIN numbers for each number. 
   • Ensure that there is no international numbers or toll-free numbers (1-800) 

3. A Customer Service Record (CSR). To obtain a Customer Service Record (CSR), you’ll need to contact your current carrier, and you may need to ask for your carrier’s Porting Team.

4. A scanned (or electronic) copy of the most recent phone bill, within the last 30 days, that includes the account, owner/authorized user name, and address information for all the numbers you’d like to port. 
   • The billing is within the last 30 days 

   • The name on the LOA and the bill must match

   • The business name on the LOA and bill must match

   • The signature on the LOA has to match the name on the LOA

   • The numbers in the LOA must be present on the bill

Step 3: Start the porting process within Twilio Console 

1. Go to https://console.twilio.com/
2. Go to the sub-account of the customer. 
3. Double check to ensure you are in the correct sub-account. Below example shows I am in a customer sub-account: "outreachofficedemo", which is typically the organization's shortname
4. Go to Develop -> Port & Host -> Port in request or this link (ensure your on the customer's sub) . Select Port a Number
5. Checkmark all 5 acknowledgements and fill out the Basic Information
   • Port Request Name (optional): {{date_shortname_ZDticket#}} As an example 10_18_2024_outreachofficedemo_ZD1130332
   • Select Business -> Company: Review their LOA, Business Name would be the company name 
   • Address: Review their LOA, Address, City, State/Province, Zip/Postal Code 
   • Wireless Numbers: Add all numbers here. Click "Add another Wireless Number" for a new line
     • Phone Number: the number with +1 (i.e +13478979098). It should be 11 digits in total +1XXXXXXXXXX
     • Wireless Account Number: The account number associated with the losing carrier. Similar to what we have as a sub-account SID, each losing carrier has a unique account ID associated with the customer. This should be within the CSR they provide. You can double validate by checking their billing records. See below examples (REF_1, REF_2) 
     • PIN: provided by the customer within the csv 
   • Letter of Authorization: Upload the customer provided LOA
   • Billing Statement(s): Upload the customer provided billing statement 
6. Double check everything. (all phone numbers are accounted for, names and addresses align, PINs align, etc) Hit Submit.
7. Once you have submitted, Twilio Support will reach out to you with either
   1. It's been approved, and there is a future port date. Respond back to the customer on the expected port date. You can monitor to see the status within "Port in Requests". Each number has a status. There may be varying porting dates for each number.
   2. It's been rejected, with details. If no details, ask them within the Twilio ticket why it was rejected. Within the Twilio Support ticket, you can mediate the rejection. 
8. Once we see "Completed" under all phone numbers we can import the numbers into Outreach. This typically occurs on the same date as the porting date Twilio notes. DO NOT import numbers until the porting process is complete in Twilio. It will cause non-working numbers to be imported into Outreach. 
9. Go to Support Admin and under the organization's sub account -> Overview -> select "Import Twilio Numbers"
10. Review that the numbers have imported successfully by impersonating and reviewing their numbers within https://web.outreach.io/admin-exp/phones
    • Additionally verify by looking at this DataDog Dashboard: https://app.datadoghq.com/logs?saved-view-id=2885061   
    • If there is an error in DD, and the numbers failed to import, notify the voice SME for further instructions 
11. If all numbers have imported successfully, notify the customer the port in process is completed. This is the end of the porting process.  

REF_1

REF_2