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.

Your AMS+ subscription includes 1 free local phone number. We recommend using this number to test our call-making and texting features. If you’re satisfied with the VoIP functionality, follow the instructions in this article to port your existing number. Additionally, consult your Customer Success Manager (CSM) to determine if porting suits your needs and to assist with any questions you might have.

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 fill out a copy of our authorization form
2. (Required) Provide a copy of your last month’s bill from your current phone service provider
   Make sure that your addresses on both the authorization and the billing statement match. The statement files must also be in PDF format.
3. (Recommended) Register your phone number(s) at https://www.freecallerregistry.com to help keep them off spam lists
   Visit this article for more information.
4. (Recommended) If you're a business, request a business verification to add your business name to the caller ID. Otherwise, your caller ID could show up incorrectly.
   

   Visit this article for more information.

Note: If you’re already using Twilio, you will still need to move your number to AMS+, but you won’t need to send the above documentation to us. Just let us know you’re using Twilio and we’ll take care of the rest.

If you want to port a Google Voice number, please send us the Account PIN and a screenshot of your Google Voice account.

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 the process of porting your existing phone number into your AMS+ account, fill out our pre-porting checklist. When completing this checklist, you will need to provide information about the phone number you want to port, the transfer PIN (if applicable), a Letter of Authorization (LOA), and a copy of your most recent Billing Statement. You must provide this information for each phone number that you want to port.

At that time, you can also submit a business verification request within the same checklist. Business verification is the process of adding your business name to the caller ID for landlines. Your business name appearing on caller ID does not work for cell phones, however business verification does help minimize “potential spam” flags. This process is optional but highly recommended. You can find more information about what a business verification is and why it is valuable here.

Once you have completed 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?
All AMS+ accounts include 1 free local phone number. Porting is a good option if you have an established business phone number and plan to utilize our call-making features.

If your goal is to only send SMS text messages, we recommend maximizing the use of the 1 free local number included with your account.

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.

• Click-To-Call: If you have not activated click-to-call and call recordings, please set these up now.
• 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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