How to Handle Phone Number Port Out Requests

Objective

A "port" is a request to transfer phone numbers from one carrier to another. A "port out" request is a request of a transfer from Outreach (Twilio, the losing carrier) to the winning carrier. 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 out US numbers from Outreach/Twliio to other carriers such as Dialpad, Salesloft, Gong, Zoom Phone, RingCentral, etc..
• Only applies to US Numbers. For all other numbers, we need to know which international phone numbers they are trying port out and should confirm with Twilio via a Twilio support ticket if it's allowed.  

Procedure

Step 1: Inform the customer on next steps

Apply the port out Macro: Port Out Phone Numbers. Before sending the customer message, please review that is being asked and ensure that their request is a port-out request. 

Step 2: Validate numbers exists in their sub-account in 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 here: https://console.twilio.com/us1/develop/phone-numbers/manage/incoming or navigate to "Active Numbers" as shown in the below picture
5. These are all the current active numbers they own. Validate that numbers given by the customer is present here. 

Step 3: Submit the Twilio Support Ticket

1. Go to https://help.twilio.com/submit 
2. Submit the support ticket
   • Title: "Request for Port Out details (CSR and PIN numbers)" 
   • Description: "Hi there - I would like to request the PIN numbers and the CSR (Customer Service Record) for the following numbers. Here are the details."
     • Provide the sub-account for the instance where the numbers are 
     • Provide the .csv or the list of numbers 
3. Put Outreach ticket on hold, and when Twilio responds provide the PIN number and CSR (Customer Service Record) to the customer on the Outreach Zendesk ticket. This information is required by the winning carrier.
4. This will conclude Outreach's responsibility and the port-out process is initiated on the winning carrier's end.