FAQs: Genesys Cloud Voice number porting

When you port numbers in Genesys Cloud Voice, those numbers appear on Genesys Cloud Voice / Number Management page. Each number has a status indicator that lets you know status of the port operation. For more information see, Genesys Cloud Voice number status indicators and About Genesys Cloud Voice.

You can find the service address (the location where the phone number is being used) for your Genesys Cloud Voice numbers in Number Management.

1. Click Admin.
2. Under Genesys Cloud Voice, click Number Management.
3. Type the phone number or phone number range in the Genesys Cloud Voice Number filter box using the E.164 international standard format.

You will find the service address for the number in the Location column.

No. Genesys Cloud Voice support technicians work with technicians from your carrier to port the numbers from their service to Genesys Cloud Voice. As such we must work within both our and their normal business hours, which typically do not include Saturdays. Number port requests for US DIDs are restricted to the hours of 8:00 AM to 7:00 PM Eastern Time, Monday thru Friday. Porting windows for other countries can vary.

Tip

Because it can take up to 10 days to know the exact date that your carrier releases your numbers, we recommend that you submit a port request 2–3 weeks in advance. This process ensures coverage of the 10 days that it can take to get an exact date and also allows you to prepare for number porting.

Genesys Cloud Voice support technicians work with technicians from your carrier to port the numbers from their service to Genesys Cloud Voice. As such we must work within both our and their normal business hours, which typically do not include Saturdays. Number port requests are restricted to the hours of 8:00 AM to 7:00 PM Eastern Time, Monday thru Friday.

Tip

Because it can take up to 10 days to know the exact date that your carrier releases your numbers, we recommend that you submit a port request 2–3 weeks in advance. This process ensures coverage of the 10 days that it can take to get an exact date and also allows you to prepare for number porting.

No. The Genesys Cloud Voice number porting process is specifically designed for voice service numbers.

If you would like to transfer your SMS service to Genesys Cloud along with your voice service, you need to take additional steps after you initiate the porting process. To begin, when you respond to your port submission confirmation email, please use Reply All and add a note to your message informing the team that you would like to port your SMS service along with the voice service. Our team will then begin the SMS service porting process. SMS services can typically transfer 3-5 days after the voice port, during which time SMS will not be available on the number.

If you would like your SMS service to remain with your current carrier, you will need to contact them after the voice port is complete and request that they reconnect the SMS service to the number.

No, there is not a fee for the actual number porting operation. However, once the numbers are ported into Genesys Cloud Voice, you will incur any Non-recurring charge (NRC), Monthly recurring charge (MRC), and usage fee associated with having your numbers in Genesys Cloud Voice. For more information, see Genesys Cloud Voice pricing.

No. When porting numbers out of Genesys Cloud Voice, your new carrier may request CSRs. However, Genesys Telecom does not provide CSRs and they are not required for the actual port operation.

Toll-free numbers start with a very specific scheme that consist of a three-digit code that begins with the number 8 followed by two identical numbers. For example: 800, 833, 844, 855, 866, 877, and 888 are toll-free numbers. 

DID numbers begin with a three-digit area code that designates a specific geographic region and can consist of any number combination. 

When porting numbers into Genesys Cloud Voice, there are separate procedures for porting toll-free and DID numbers. To avoid problems, make sure you use the proper procedure for your type of phone numbers.

When porting toll-free numbers, this error typically appears after completing the Docusign procedure when one or more of the following situations exist:

The number is already active.

• This situation could be the result of inadvertently transposing digits in the number, such that the number entered matches an existing number.
• This situation could be the result of entering a number that has been entered in a previous port request.

The number entered is not a toll-free number.

• This situation could be the result of a typo when entering the digits.
• This situation could be the result of inadvertently entering a DID number instead of a toll-free number.

Check all the numbers you entered, make corrections, and then try the port procedure again.

For information, see Port numbers out of Genesys Cloud Voice.