Overview
When you start using the 8x8 platform you may want to bring telephone numbers with you from your previous service provider. This article outlines the basic steps involved in porting a telephone number from another provider to 8x8.
Basic Stages
These are the five basic phases of the number porting process.
Stage | Details |
|---|---|
Preparation | Confirm the numbers to be ported and the data your current provider has on record. These are a few of the key details which will always be needed to initiate a port request:
|
Submission | Submit your request on the 8x8 platform, along with any required documentation. |
Validation | Wait for your request to be accepted/rejected based on the information provided. |
Acceptance | Once accepted your port will be scheduled for a future date. |
Day Of Port | Expect email contact from 8x8 to provide updates on your port, and to confirm when the process is complete. |
Terminology
When porting your numbers there may be abbreviations & terms used which are only familiar if you have experience porting telephone numbers in the past. Click here to see a list of definitions for common number porting terms.
Detailed Stages
Preparation
We highly recommend only submitting your port request when you are confident that all affected users & services are ready to move to 8x8. To prepare for the submission of your port request you will need to confirm the list of numbers to be ported, and the information associated with these numbers on your current provider's records. The information required to port varies depending on the country and the number type but there are a few key details which are always needed:
Current provider name
Billing Telephone Number / Main Number(s)
Company name
Registered address
All numbers to be ported are active
Make sure to check these for all the numbers you are looking to port, as the details may differ from number to number.
USA - Service providers in the USA use the Customer Service Record (CSR) process to ensure you can obtain the information you need to port your numbers. When preparing to port USA numbers, ask your current provider for a CSR as this will hold the information needed to port, and will reduce the risk of rejections and delays. We would also recommend having the most recent copy of the bill from your current provider.
Here are some third party links to guide you on how to obtain CSRs from some of the most used carriers: Verizon, AT&T, Comcast. Please note these links are not sponsored, endorsed or maintained by 8x8 inc.
Global - In the rest of the world, the process for acquiring ‘port out information’ is less defined. To obtain the relevant information you will need to ask your current provider for the exact details you would like. In addition to the four points listed above, it is also valuable to check the existing carrier for your telephone numbers. Often you will be billed by a service provider, such as 8x8, but there will also be a carrier, such as Orange, who are routing the calls to and from the 8x8 platform. In most countries your port request will need to be sent directly to the 'carrier' so checking this information will help to get your request accepted.
Submission
Before you start the transfer of your numbers we recommend that you claim temporary numbers from the 8x8 pool to set up your users & services in advance and test that they are configured correctly.
When you have the numbers, and associated information, you are ready to submit your request. This step is completed within the 8x8 platform, via your Admin Console. For guidance on how to do this, see Submit a Port Request in Admin Console.
Note:
If you have purchased dedicated support for your 8x8 deployment then this Admin Console step may be handled by an 8x8 engineer on your behalf.
Once your request is submitted via Admin Console, a Number Transfer Request case will be generated, and you will receive an email with a case reference in the format: C1234567. You can access your case via the My 8x8 Support Portal, to upload any required documentation for your port request. For the number porting documentation requirements in each country, see 8x8 Number Porting LOAs.
USA - For most requests you can sign off the required documentation electronically within the Admin Console submission process, so no further action is needed. We will reach out to you if we need any additional details or paperwork.
Global - After submitting your request in Admin Console, we will also need you to provide the correct porting documentation before we can validate the request or submit to the current provider.
Validation
Once your request has been sent to the current provider they will check that the information provided matches what they have on record. This process typically takes up to 5 business days for most orders but can vary depending on the volume, number type, and country. Your current provider will either accept or reject the port request.
Port Order Response | Explanation |
|---|---|
Accepted | Congratulations! Your current provider has agreed that the request matches their records and the numbers are scheduled to move to 8x8. We will email you to confirm the port date and any other helpful information. |
Rejected | Unfortunately, your current provider has rejected the port request. This is typically due to the information submitted on the request. We will send you an email confirming the reason for the rejection. Most rejections will require you to contact your current provider to determine what to submit next time to achieve acceptance. |
Acceptance
Once your port request has been accepted and scheduled, we would recommend again to check the configuration of your 8x8 account. This includes making sure that: users are set up, phones are activated, any auto-attendants and ring groups are set up, and any network concerns have been addressed. Once you're all set with that, you can get ready for the switch to the 8x8 platform. There are two different approaches to going live on the 8x8 platform:
Hard Cutover - You wait to set up any of the 8x8 phones until the day of the port.
Pros:
No need to worry about managing two phone systems at the same time.
Cons:
Increased work on the day of port.
Configuration issues identified on the day of port will result in downtime whilst you correct the relevant user/service.
Soft Cutover - You forward calls from your current provider to 8x8 whilst you await completion of your port.
Pros:
You can start using 8x8 before your numbers port.
Minimal work on the day of port.
Configuration issues are identified, and can be addressed, before porting your numbers.
Cons:
Outbound calls will show your temporary 8x8 numbers, until the port completes.
Your current provider may not support call forwarding.
Day of Port
The day of port can often be nerve-wracking, so let's go through what to expect.
Timing
To learn more about what time your numbers will port, and what downtime to expect, please refer to What time will my numbers port to 8x8?
Port Completion
Once your numbers have ported over to 8x8, we'll send you an email to notify you that the numbers have ported in. The temporary numbers that were attached to your phone numbers will be removed from your account. However, you can re-claim numbers that were used as temporaries if you have sufficient number licenses. See Claim Phone Numbers in 8x8 Admin Console.
What to do After the Port
When the numbers are ported over to 8x8, it's important to ensure your phones are working properly. We would recommend placing test calls to your most important numbers to ensure that they are routing as expected.
Test calls should be made from both an 8x8 number and a non-8x8 number to ensure that both internal and external calls to your 8x8 account are working correctly.