How to port a phone number to AMS+

Overview

Porting allows you to transfer your phone number from one service provider to another, enabling you to keep the same number across different platforms. Note that only the number transfers; platform-specific features do not. For instance, porting a number from RingCentral to AMS+ means you will lose access to RingCentral's features.

You can purchase one phone number in your AMS+ account for free. We recommend using this number to test our calling and texting features. If you’re satisfied with how VoIP works, follow the steps in this article to port your existing number. Be sure to check with your Customer Success Manager (CSM) to see if porting is right for you and to get help with any questions. Once your ported number is active, you can choose to keep the free number or delete it.

IN THIS ARTICLE

When to port

Note: It may take up to 14 business days or longer for Twilio to complete the porting process. While your number is being ported, we recommend that you keep it active and use it until the process is complete.

• You have a number that your clients know well and easily recognize
  • We do not recommend porting your cell phone number, as this will disconnect the number from your current carrier, preventing your cell phone from making or receiving calls
• Your business has been using the same number for years and it’s to your advantage to keep it
• Your business has multiple locations (mostly the same, the numbers are known or have been with your company for years)

What we need from you

All porting requests are handled by our phone service provider Twilio. In order to port a phone number to AMS+, Twilio requires documentation from you to complete the process.

1. (Required) Download and complete our authorization form
2. (Required) Provide a copy of your last month’s bill from your current phone service provider
   Make sure the address on your bill matches the address on the authorization form. In addition, your bill must be in PDF format.
3. (Recommended) Register your phone number(s) at https://www.freecallerregistry.com to help keep them off spam lists
   Learn more in this article.
4. (Recommended) If you're a business, request a business verification to reduce the chances of your number being marked as spam.
   

   Learn more in this article.

Note: If you’re already using Twilio, or if your current provider uses Twilio, we can transfer your numbers without the required documentation listed above. Just let us know, and we’ll handle the rest for you.

For mobile and VoIP carriers, if you are using an outgoing dialer, please contact the carrier and ask them for a Transfer PIN.

How to submit a porting request

To begin porting your existing phone number into your AMS+ account, start by filling out our pre-porting checklist. You’ll need to provide the following information for each number you want to port:

• The phone number you want to port
• The transfer PIN (if applicable)
• A Letter of Authorization (LOA)
• A copy of your most recent billing statement

You can also submit a business verification request through the same checklist. Business verification helps reduce the chances of your number being flagged or marked as spam.

As part of this process, you may be able to add your business name to caller ID. Note that caller ID display doesn’t work on all mobile devices. This step is optional but highly recommended. Learn more about business verification and why it matters.

After completing the pre-porting checklist, a member of our Support team will provide you with next steps.

Note: It may take up to 14 business days or longer for Twilio to complete the porting process. While your number is being ported, we recommend that you keep it active and use it until the process is complete.

Common questions

When should you port a number?

You can purchase one phone number in your AMS+ account for free. If you already have a business phone number that your clients recognize and you plan to use our calling features, porting that number into AMS+ is a good option.

If your main goal is to send SMS text messages, we recommend using the free local number.

Note: We do not recommend porting your cell phone number. Once the process is complete, your number will be removed from your current carrier, and you will no longer be able to make or receive calls with that number on your cell phone.

Can I use my number during the porting process?
Yes. We recommend that you keep your number active and use it until the porting process is complete.

Can I purchase a number from AMS+ and use it while my numbers are being ported?
Yes.

Can I delete a purchased number after mine have finished porting over?
Yes. However, please be aware that you will still incur charges for any call minutes or texts used with the purchased number.

My phone number was successfully ported. What’s next?
Navigate to your agency settings to properly set up your number(s). Go to My Agency Settings > Phone Dialer & Call Queues and confirm that your ported number is present and ready to use.

• Caller ID: Select 'MAKE PUBLIC' on the Caller ID section if you want agents to be able to select it as their Caller ID. If you want this number to be the account default number, select 'SET AS CALLER ID'.
• Phone Numbers: You will want to associate a voicemail message with it, and check the settings at the very least. You may also want to check "Make SMS Default.”
• Greetings & Recordings: If you haven't yet set up voice mail messages or welcome messages (such as "This call will be recorded. Transferring to a licensed agent now”) or an IVR menu, go to the Greetings & Recordings tab to create that VM message.

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