Objective

Applies To

• Admin Console
• Number Transfer

Procedure

• For details on how to submit a port request for US or Canadian numbers, click here.
• For details on how to submit a port request for numbers in any other country, click here.

US & Canada Submission

1. Log in to Admin Console. 
2. Click Phone Numbers. 
3. Click Port Numbers.
4. This will take you to the Pre-check screen which ensures the following for the numbers that you are requesting to port:
   •  You are the owner of the numbers.
     • Confirm with your provider the service information on file to ensure you have the correct name of the Authorized/Billing User, the company name (if applicable) and the billing telephone number. If possible obtain a Customer Service Record (CSR) from your provider.
   • You do not have DSL or special features such as Centerx, Distinctive Ringing, etc.
     • DSL and other special features often cause numbers to be delayed or rejected by your provider. We recommend that you cancel these services before you go on to the next step.
   • Ensure you have enough licenses available to port numbers over, this can include numbers youve already claimed if youre replacing them as part of the port.
5. Click Continue.
6. Enter the Basic Information for this user.
   • Authorized First Name and Last Name: This is the person listed as a contact on your former providers account who is allowed to make changes to this account.
   • Company: This field is required for business locations, but you can leave it blank for residential locations.
   • Address: Click New Address to add your contacts address.
     • Note: this can be found on your bill or, for US addresses, on your Customer Service Record (which can be provided on demand by your former provider). If your bill has both a billing address and a service address, input here the service address. For CA addresses ask the losing provider what they have on file and use that address ( sometimes they use a service address sometimes it can be the billing address)
     • When entering a new address:
       • Street number: Numbers only
       • Street name: Name of the street without ave, street, blvd, etc., and without any directional north, south, east, etc,
       • Street name suffix: Ave, street, blvd, etc.
       • Pre/Post directional: An address element that indicates geographic location such as N, S, E, W, NE, NW, SE, and SW that is placed to the left of (before) the street name, such as E HOOVER ST
       • Secondary location: Suite, unit, floor, etc.
       • Unit/other: The floor or unit number depending on the secondary location type (2a, 9, etc.)
7. Click Continue.
8. Select a Service Provider and enter the Billing Telephone Number for your account with that provider.
9. Enter the phone numbers that you wish to port, including area and country code, then click Enter to add this number to the field. Repeat this step for as many service providers as you need.
   • If any of the information on the address or authorized user differs between service providers, you will need to submit a new port starting from step 3 for each service provider.
10. Select a Preferred Porting Date. This is the earliest that you would like to see the phone numbers port. We will request that the numbers transfer over on this date but we cannot guarantee that the number will port on the selected date.
    Note: When you enter a cell phone number to port, you will need to enter your account number and PIN in the Wireless Numbers section. You can usually find your account number in the top corner of your bill or invoice. Your PIN is given to you by your former provider and is usually pre-selected. Click the toggle to use the same account number and PIN for all wireless phones.
    During the porting process the system will allocate temporary numbers for each number that you are porting. The temporary number will be chosen from our pool of numbers. Alternatively you can choose to manually specify the temporary number to be used during the porting process, in which case you will have to select the temporary numbers from your existing numbers inventory.
11. Click Continue. Note; You will need CA licence and CA temp for CA ports and US licence and US temp for US ports you  can not internchange them 
12. Read the Letter of Authorization and check the box at the end of the article to state that you agree to this letter. In this letter you will receive a confirmation of the following:
    • Number(s) you are transferring to 8x8
    • Number Type: This indicates whether this is a Standard number or a Toll Free Number
    • Service Provider
    • Service Location Address: (This is the address of your former service provider.)
13. Check the box that says I agree.
14. Click I agree at the bottom of the page.
15. Enter the emails of anyone you would like to receive notifications about the porting process.
16. Click Continue.

US Toll-Free Numbers

1. Copy of Bill dated within the last 30 days and lists the TF number, Company Name, and Billing Address.
2. A signed copy of the Toll-Free Letter of Authorization.

Global Submission

1. Log in to 8x8 Admin Console. 
2. Click Phone Numbers. 
3. Click Port Phone Numbers.
4. Pre Check
   1. Confirm you are the owner of the numbers to be ported.
   2. Confirm there are no special features/services linked to the numbers you are looking to port (such as broadband or security lines).
   3. Click Continue.
5. Basic Information 
   1. Enter the Authorised First and Last Name. (This should be the same individual within the organisation who is responsible for signing off the porting documentation later in the process).
   2. Enter the Company name. (This should be the business name as held on the records of the current provider).
   3. Enter the Address. (This should be the 999 emergency service address held on the records of the current provider).
   4. Click Continue.
6. Select Numbers
   1. Select the Service Provider. (This should be the current provider. If the correct provider is not present in the dropdown select Other and manually enter the provider name).
   2. Enter the Billing Telephone Number. (This should be the Main Billing Number which the current provider holds for the numbers to be ported. If the current provider host your numbers with a separate carrier then you may need to ask them to liaise with that carrier to confirm the information).
   3. Enter the Phone Numbers to Port. (If you have multiple providers, addresses, or main billing numbers then multiple port requests would need to be submitted. You can use the Add New Service Provider option to submit multiple requests).
   4. If you would like the porting numbers to replace existing numbers on your 8x8 account, select the Manually assign temporary numbers option. This will allow you to select, on the next page, which temporary numbers will be replaced when the port completes.
   5. If porting outside the US, Canada & UK: You must use the Manually assign temporary numbers option to select existing numbers on your account to be replaced. If you do not have enough existing phone numbers for the relevant country you will need to raise a case with our technical support team to claim new numbers.
   6. Select the Preferred Porting Date. (This is the earliest date that you would like the phone numbers to port. We will target this date if possible or, if the date is unachievable, we will aim for the earliest available date).
7. Manually Assign Temporary Numbers
   1. For each Porting Number, select a Temporary Number from the dropdown. If you know the number you wish to use then you can search it in the dropdown to filter the list of numbers.
8. Confirmation
   1. This is your final opportunity to check that the information provided is correct. If you need to amend any of the previous sections, then click the titles on the left hand side to move back to a previous page.
   2. Once the details are all correct click Continue.
   3. Enter the email addresses which you would like to be notified of any updates on the port request(s), and then click Continue to complete the Admin Console port request process.
9. Acknowledgement from the 8x8 Number Porting Team
   1. Once your request has been submitted you will receive an email confirming your Case Number in the following format: C1234567.
   2. The email will also ask you to complete the relevant porting documentation, which can be found in Documentation: Number Porting LOAs, and upload it to your case via the 8x8 Support Portal.

Objective

Applies To

• Admin Console 
• Phone Numbers

Procedure

1. Log in to Admin Console.
2. Select Phone Numbers.
3. To add a new phone number, select Claim Phone Number.
   
   
   
4. Select the Country and the Number Type for the phone number you wish to claim. The Number Type field allows you to choose whether this number will be a Toll-Free number or a Regular number, depending on the service of your plan. You can see how many available Regular and Toll-Free numbers you have at the top of the Claim Phone Numbers screen.
   
   
   
5. You can then filter by Number or by Location. Filtering by number allows you to search for any phone number that Starts with, Ends with, or Contains your desired string of numbers. To filter by Location, select your location from the drop-down. Click Search to bring up any available phone numbers that match your search parameters.
6. Your search results will show up under the Search button. Check the box next to the number that you want to claim. The Number Type is listed to the right of each number.
   
   
   
7. Click Claim Phone Numbers.
8. Once you complete these steps, you will receive a message confirming that your phone number is claimed.

Filtering Phone Numbers

Availability

• Assigned numbers are phone numbers that are already assigned to users.
• Available numbers are phone numbers that can be assigned out.

• Porting Complete shows phone numbers that have successfully ported to your account.
• Porting Pending shows phone numbers that are currently in the process of being ported to your account.
• Porting Failed shows phone numbers that have not ported correctly to your account.
• Pre-Porting shows phone numbers that have been added in bulk to your account and flagged for porting.

No Numbers Available

• Which country do you need numbers for?
• What is your local business address in this country?
• What type of numbers do you need? (Geographic / Toll Free)
• How many numbers do you need?

Objective

Applies To

• Admin Console
• Phone Numbers

Procedure

1. Log in to Admin Console.
2. Click Phone Numbers.
3. Before you can return the number, be sure that Number Status column is listed as Available.
   • If the Assigned To column has a user, ring group, auto attendant, or call queue listed, the number is assigned to a location. The current location must be removed before returning the number.
4. Once you have verified the number is Available, you can click on the More menu (3 dots) and select Return number to 8x8.
   1. When returning multiple numbers, you can check the box directly to the left of the numbers you wish to return.
   2. Once all of the numbesr have been selected, click on the Return numbers to 8x8 button in the upper right.
5. A dialog box will appear asking, "Are you sure?" Click Continue to complete the process and return the number(s) to 8x8.

Additional Information

Objective

Applies To

• 8x8 Admin Console
• Phone Numbers

Procedure

1. Log in to 8x8 Admin Console.
2. Click Phone Numbers.
3. Set the following filters: Available, Regular, and Claim.
   
   
4. Choose the numbers you want to return and then click Return numbers to 8x8.
   
   

Additional Information

Symptom

Applies To

• Porting
• Admin Console

Troubleshooting Steps

Blank Screen

1. Reload the page.
2. Restart the port request process as normal.
3. When when you get to the phone numbers to port: 
   • Avoid using the Tab key to separate telephone numbers.
   • If you are copying from an Excel CSV or Spreadsheet try pasting the numbers to an alternative notepad application, then copy the numbers from the notepad to the Phone Numbers to Port section.

Field Exceeds The Max

Insufficient Licenses

Insufficient Temporary Numbers

Invalid Value Field

Missing Mandatory Field

If when you submit your port request you receive the error message Failure Reason: Missing mandatory field then there is likely to be an issue with the address you have used. 

Not Portable

Additional Steps

• Submit smaller orders
  • If you are trying to submit more than 300 telephone numbers, try submitting your request in smaller batches.
  • For example, if trying to submit 900 telephone numbers try submitting 3x orders with 300 numbers each.
• Check the area codes
  • If you are trying to port telephone numbers with different area codes then submit one order for each area code.
  • For example, if trying to port numbers beginning +1 212 and +1 408, then submit a separate request for each prefix.
• Check the current providers
  • If your telephone numbers currently belong to multiple service providers then multiple port orders are needed.
• Check the address & country
  • You must provide an address within the country for the telephone numbers you are porting.
  • If you are porting in multiple countries, separate port requests will be needed for each country.