Phone Number Porting Guide
Porting is the process used to transfer your existing phone numbers from your current provider to your new service provider – in this case Unity Connected Solutions. The accuracy and completeness of the data is vitally important in ensuring a smooth and timely transfer. To aid in the process, this guide covers the steps required to port your services.
Contents:
Before We Begin Porting
For a successful port to take place , we must be provided with the right documentation that shows the specific numbers to be ported and that proves ownership of those numbers.
Information Required
We require ALL of the following information. (Note: it is not necessary to provide pricing information, so feel free to remove or black this out.
The Account Number
The Phone numbers you are porting
Any roll-overlines that may not be present on the invoice. These are typically found on analog systems where you have one main number but multiple phone lines into your business. Each one of the additional lines is called an overline and has an associated phone number
Billing Telephone Number (BTN); sometimes known as a Pilot Number. This is the primary phone number on the account, often the first listed on your invoice.
If it is a Full or Partial port. A partial port is when some numbers will be remaining with the original provider.
If it is a partial port and the BTN is one of the numbers moving to us, we’ll need a new BTN to take over the remaining numbers in your old account.
Desired Port Date.
The Service Address associated with the numbers to be ported.
The Porting Process
Here is an overview of the process to transfer an existing phone number to Unity Connected Solutions:
Submit a transfer request through Unity’s Porting team using MAC@UnityConnected.com with PORTING the first words on the subject line. Please make sure that all information matches exactly what’s on record with your Current Provider. The request should include all the documents as defined in the ‘Before You Begin Porting’ section.
Unity will review the information provided and create a Porting Form with a list of all the services identified. The document will include a drop down to select services to:
Port (to be transferred over to Unity Connect)
Remain Active (stay with the Current Provider)
Disconnect (to be cancelled completely)
The Porting Form will also include information such as Site address, Billing address, Billing name, Circuit Number (if on a PRI today), etc., which must be confirmed by you prior to requesting Port.
Unity will return this document to you and provide an opportunity for you to review - and select what services you want to Port, Remain Active (with Current Provider) or Disconnect.
You will return the reviewed and updated document back to Unity to initiate the Porting process.
Unity will submit your transfer request to your Current Provider.
Unity will be immediately notified by the Current Provider of a tentative due date. Unity will provide you this information.
The Current Provider may change the tentative due date once it is processed. This will be a confirmed due date - assuming the submission is accepted. Unity will notify you of these dates.
Once the Port request is initiated, there are two outcomes:
Successful Port: Unity will notify you of a successful Port. Unity will ensure that your lines have been Ported over successfully and have a destination (the phone system endpoint)
Rejected Port: If the port is rejected Unity (stranded services, Name or Site Address Mismatch, etc.) Unity will notify you of a rejection and review the information you provided and determine the correct information to redo the Port request. (Note: The current provider will have rejection fees – billable to you.)
Note: If a new implementation, Unity's implementation team will walk you through the Porting process
Note: You are responsible for paying for any services you are Keeping. You are also responsible for any outstanding or cancellation fees with the Current Provider.
Common Terms Explained
Letter of Agency (LOA) – A Letter of Agency (LOA) is a document authorizing a telecommunications services provider to act on a customer’s behalf. The LOA is required to authorize Unity to work with your Current Provider in order to transfer information and port numbers on your behalf. Currently several providers require that you call them directly to add an authorized ‘Agent’ to request information or make changes on your behalf.
RespOrg Form – RespOrg stands for Responsible Organization which is the organization responsible for maintaining the registration of toll-free numbers. RespOrg form completion is required to process the change of provider for any Toll-Free numbers.
Identified or Pilot Number – Every SIP trunk has a number in one rate centre that is used to identify you in Call Detail Records (CDR), including defining the local calling area of your SIP trunk. It is used in the same way that a telco would deliver a PRI or Digital Trunk to your location; however the difference with our SIP trunk is that you can add DID's to it from any of our rate centres, where a local PRI can only support DID's in the same local rate centre of the PRI.
Current Provider – The provider of your current lines or trunks, including DID and Toll-Free numbers which we are porting over.
Rate Centre - The geographic area used by local exchange carriers to set rate boundaries for billing and for issuing phone numbers.
Stranded Services - If the porting number(s) are part of a Hunt Group or if there is any other service/number on the account it is considered a stranded service and can be the cause of a rejection. Before starting the porting process, make sure the porting number is left alone (not being attached to any Hunt Group or any other service) or provide the Hunt Group information within the porting notes.
End Customer name – This is the name on the bill with your Current Provider
End Customer Service address – This is the physical location that your Current Provider has for the service (It may be different than the billing address)
All numbers currently on your account – we need to let your old provider know what to do with any numbers that will be left on your account with them. Disconnect them or leave them active.
Frequently Asked Questions (FAQ)
How long will it take to port my number(s)?
Most ports are completed in 5 business days, some areas do take longer to complete (up to 21 business days) our porting team will advise you of this and provide you with tentative and confirmed port dates as the order progresses.
Will there be any downtime while my number is being ported?
We take all possible steps to avoid any downtime when your number is ported and test to ensure everything is working properly once it has been completed.
How many numbers can I submit on one port ticket?
There is no limit to the number of numbers you can submit on a port ticket. If you are sending more than 14 please use the Bulk Port Spreadsheet provided.
When do I cancel my services with my Current Provider
You should only cancel your services with your Current Provider after Unity has notified you of a successful port.
Are there additional Port fees?
Unity will provide you the upfront fees to port numbers based on a successful Port. If a Port is rejected you will incur additional Port fees.
When do I need to submit separate tickets?
If any of the information below differs, then we must submit a separate port request:
Customer Name
Service Address
Rate Centre
Current Carrier
If you have any further questions or feedback around the Unity Connect Desktop Client or anything else Unity Connect related, please reach out to us via the contact info provided here!