This article explains how to port an existing phone number from your current provider into AMS+. Porting allows you to keep your existing business number while using AMS+ VoIP features. The process is managed by our provider, Twilio.
For more on VoIP setup, including training and related resources, see this feature overview.
Requirements
- Your agency’s AMS+ account must have at least one VoIP phone number. Learn more.
- Porting is available for all AMS+ subscription packages, but functionality varies by package:
- Grow or Accelerate - Ported numbers can be used for sending SMS messages only.
-
Elevate - Ported numbers can be used for calling, call recording, and sending SMS messages.
- Full calling functionality is only available on the Elevate package.
- You must be the Account Owner of your agency’s AMS+ account to port a number.
When to port
You may want to port a number if:
- Your business has used the number for years and clients recognize it
- Your business operates across multiple locations and the number is well known
- You don’t want to switch to a new number for inbound calls
Note: We do not recommend porting your cell phone number. Once the process is complete, your number will be disconnected from your current mobile carrier and will no longer work on your cell phone.
Timing: Porting generally takes up to 7 business days. Keep your number active and continue using it until the port is complete.
What you’ll need
All porting requests are handled by Twilio. To initiate a port, you'll need to provide the following:
- (Required) Download and complete our authorization form.
- (Required) Upload a copy of your most recent phone bill from your current provider.
Make sure the address on your bill matches the address on the authorization form. In addition, your bill must be in PDF format.
- (Recommended) Register your phone number(s) at https://www.freecallerregistry.com to help keep them off spam lists.
- (Recommended) If you're a business, request a business verification to reduce the chances of your number being marked as spam.
Already using Twilio? If you or your current provider already uses Twilio, documentation may not be required. Let us know and we’ll help transfer your number directly.
Using a mobile or VoIP carrier? You may need a Transfer PIN. Contact your current carrier to request it.
Submit a porting request
To begin porting your existing phone number into your AMS+ account, start by filling out our . You’ll need to provide the following information for each number you want to port:
To start the porting process:
- Fill out the pre-porting checklist.
- In the form, provide the following information:
- The phone number(s) you want to port
- The transfer PIN (if applicable)
- A completed Letter of Authorization (LOA)
- A PDF copy of your most recent billing statement
After you complete the checklist, a Support team member will contact you with next steps.
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.
Part of business verification can include adding your business name to caller ID. Your business name appearing on caller ID does not work for all cell phones. This process is optional but highly recommended. You can find more information about what a business verification is and why it is valuable here.
After your number is ported
- Go to My Agency Settings > Phone Dialer & Call Queues > Phone Numbers.
- Confirm the ported number appears.
- Configure the following:
- Caller ID: Select Make Public to allow agents to use the number. To make it the default, select Set as Caller ID.
- Phone Number Settings: Assign a voicemail message and consider setting it as your SMS default.
- Greetings & Recordings: If needed, create voicemail messages, welcome messages, or IVR menus under the Greetings & Recordings tab.
FAQs
Can I use my number while it’s being ported?
Yes. Keep your number active until the process is complete.
Can I buy a number in AMS+ while I wait?
Yes. You get one free number to test calling and texting features.
Can I delete the purchased number after porting?
Yes, but you'll still be billed for any usage on that number.
Should I port my cell number?
No. Porting a cell number will disconnect it from your mobile carrier, and it will no longer work on your phone.