Genesys Cloud enables bulk porting of toll-free numbers into Genesys Cloud Voice, allowing administrators to import multiple numbers simultaneously through a structured process. Users with the Genesys Cloud Voice Admin role can download a CSV template from the Number Management section, populate it with numbers in e.164 format and restriction codes using a text editor (not spreadsheet applications, which strip formatting), and upload the file to initiate the porting process. Port requests can be submitted up to 30 days before the requested activation date, though Genesys does not submit requests to the losing carrier until two weeks prior, industry standards to prevent premature disconnection.
The porting operation itself incurs no fees, but users will be subject to non-recurring charges (NRC), monthly recurring charges (MRC), and usage fees once numbers are active in Genesys Cloud Voice. SMS services on ported numbers are not automatically transferred and will likely be disrupted; users must notify the Genesys team via reply to the port confirmation email to initiate separate SMS porting or contact their current carrier to maintain SMS service separately.
The process requires specifying an emergency service location (either selecting an existing location or creating a new one), the requested activation date and time, and providing contact information (email and phone number) for Genesys communications regarding the port request. For DID numbers, users must select their country and language preference for the Letter of Authorization, enter authorized contact and company information matching their current service provider's billing details, and confirm the service address. After accepting terms and conditions, users can monitor port status through the Number Management section by navigating to Menu > Digital and Telephony > Telephony > Number Management and selecting the Port Requests tab, which displays pending ports by default with an option to view completed requests.
Important considerations include verifying all porting information before submission to avoid snapback rejections and contacting Genesys Cloud Voice support for questions or follow-up on submissions. Users can access related resources covering Voice billing cycles, number status indicators, toll-free number porting, and Enhanced 911 emergency dialing terms
Genesys Cloud Voice Admin role
When you port toll-free numbers into Genesys Cloud Voice, you can port the number in bulk rather than entering individual numbers. To port multiple toll-free numbers into Genesys Cloud Voice, follow this procedure to download and complete the template.
Note: Genesys does not submit toll-free port requests to the losing carrier until two weeks before the requested port date. This timeline is an industry standard designed to prevent the premature disconnection by the losing carrier. You may submit a request to Genesys up to 30 days before the requested port date, but Genesys cannot confirm the port until it is submitted and approved by the losing carrier.
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
Click Admin.
Under Genesys Cloud Voice, click Number Management.
Click Menu > Digital and Telephony > Telephony > Number Management.
On the Number Management page, click the Port Numbers button and select Toll-Free.
Select the Port Bulk tab.
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.
Warning: Do not use a spreadsheet application to add your numbers to the .csv template. Doing so strips out the leading + on the e.164 formatted numbers.
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
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. You can then select the location from the Location list.
Click create a location.
In the Add Location dialog box, complete the required information.
Click Save. If Genesys Cloud verifies the address, an indicator appears.
In the Requested Activation Date and Time box, specify the date and time that you want the ported numbers to become active.
In the Email box, type the email address that Genesys uses to contact you for questions.
In the Contact Phone Number box, select your country and type a phone number that Genesys uses to contact you for questions.
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.
In the Authorized Contact Name box, type your name or the name of the person who is responsible for the request.
In the Company Name box, type your company name exactly as it appears on the bill from your current DID service provider.
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.