When you port 500 or more DID numbers into Genesys Cloud Voice, you must use a Genesys large batch porting process rather than enter individual numbers via the Port In DID Numbers feature. You can use the port DID numbers by email procedure or the port DID numbers in bulk procedure described in this article.

To port DID numbers into Genesys Cloud Voice using the bulk procedure, download a specially formatted .csv file template and add your numbers to it. Then use the Port Bulk option on the Port in DID Numbers page to upload your .csv file.

Each .csv file can hold a maximum of 500 numbers. For example, if you have 1000 numbers you want to import, you must use two .csv files, each with 500 numbers. Likewise, if you have 550 numbers to import, you must use two .csv files, one with 500 numbers and one with 50 numbers.

Contact your existing carrier

Before you submit a request to port numbers to Genesys Cloud Voice, you must work with your existing carrier to determine what information you need from them to begin the port procedure. Having that information beforehand ensures a smooth transition between your existing carrier and Genesys Cloud Voice. Failure to do so, can result in delays.

Activation

Genesys support technicians are committed to activating your numbers in Genesys Cloud Voice as quickly as possible. However, the actual activation is restricted to 8:00 a.m. to 7:00 p.m. Eastern Time, Monday through Friday in the US, and 6:00 a.m. to 5:00 p.m. Eastern Time, Monday through Friday in Canada.

On specific holidays, DID number porting is unavailable. For more information, see Genesys Cloud Voice port holidays.

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.

Download the template

1. Click Admin.
2. Under Genesys Cloud Voice, click Number Management.
3. Click Menu > Digital and Telephony > Telephony > Number Management.
4. On the Number Management page, click the Port Numbers button and select DID.
5. Select the Port Bulk tab.
6. Click Download Template to access the .csv template.

Add numbers to the template

Using a text editor, enter your numbers using the e.164 format and the restriction codes exactly as described in the template.

Upload your .csv file

• On the Port Bulk tab, click Browse, locate the .csv file, and click Open. The .csv file uploads in the background.

Complete the port details

1. 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.

2. In the Requested Activation Date and Time box, specify the date and time you want the ported numbers to become active. 
3. In the Email box, type the email address for Genesys to use to contact you for questions.  
4. In the Contact Phone Number box, select your country and type a phone number for Genesys to use to contact you for questions.
5. In the Letter of Authorization Localization panel, complete the settings.
   1. From the Country list, select your country.
   2. If a Letter of Authorization is available in multiple languages for your country, select the language from the Language list.
6. In the Authorized Contact Name box, type your name or the name of the person who is responsible for the request. 
7. In the Company Name box, type your company name exactly as it appears on the bill from your current DID service provider.
8. 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.
9. Click Confirm.
10. On the Terms and Conditions page, read 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 Admin.
2. Under Genesys Cloud Voice, click Number Management.
3. Click Menu > Digital and Telephony > Telephony > Number Management.
4. 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.