Genesys Cloud provides automated support for porting toll-free numbers that you manage with your current carrier into Genesys Cloud Voice. You can enter individual numbers or you can use our downloadable template to port numbers into the system in bulk. 

The following procedure describes how to port toll-free numbers. This procedure works best when you have a few numbers to port. To port many toll-free numbers, use the bulk number porting feature. For more information, see Port toll-free numbers in bulk.

Pricing

There is no fee for the 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 on pricing, see the Voice options section of the Genesys Cloud pricing hub.

SMS services

The Genesys Cloud Voice number porting process is specifically designed for voice service numbers. Any SMS services present on ported numbers will not be automatically transferred along with voice service. In fact, the SMS services will likely be disrupted by the port process.

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.

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.

Port toll-free numbers

1. Click Menu > Digital and Telephony > Telephony > Number Management.
2. On the Number Management page, click Port Numbers and select Toll-Free. The Port In Toll-Free Numbers page appears.
3. Select the Port Individual tab. For more information about the Port Bulk option, see Port Toll-Free numbers in bulk.
4. In the Toll-Free Numbers to Port box, select the country for which you want to port numbers. Then type the first toll-free number to port in to Genesys Cloud Voice.
5. From the Restrict to Calls From list, select US only, US and Canada, US and Caribbean, or US and Caribbean, and Canada, to specify how you want to restrict toll-free calls.
6. If you enter more than one toll-free number, select the same restriction for all numbers you enter. To do so, under the Same restrictions for all porting numbers, click Yes.
   • To add another number, click Add additional number.
7. Specify the emergency service location.
   • If the location exists, select it from the Location list.
   • If the location does not exist, create a new location. Then select the location from the Location list.

9. In the Requested Activation Date and Time box, specify the date and time that you want the ported numbers to become active. 
10. In the Email box, type the email address that Genesys uses to contact you for questions.  
11. In the Contact Phone Number box, select your country and type a phone number that Genesys uses to contact you for questions.
12. In the Letter of Authorization Localization panel, complete the settings.
    • From the Country list, select your country.
    • If a Letter of Authorization is available in multiple languages for your country, select the language from the Language list.
13. In the Authorized Contact Name box, type your name or the name of the person who is responsible for the request. 
14. In the Company Name box, type your company name exactly as it appears on the bill from your current DID service provider.
15. In the Service Address boxes, type your service address, including the country, exactly as it appears on the bill from your current DID service provider.
16. Click Confirm.
17. On the Terms and Conditions page, read through and accept the terms and conditions. For more information, see Accept terms and conditions (port numbers).

Check your port status

After you complete the port operation, you can check on the status of the port.

1. Click Menu > Digital and Telephony > Telephony > Number Management.
2. On the Number Management page, click the Port Requests tab.

By default, the Port Requests page shows the ports with a Port Pending status. To see completed ports, click Show Completed Port Requests.