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This is a verified product documentation article. For case-based resolutions articles, please reference the Knowledge Base section of Invoca Community.
stevestormoen
Employee
Employee

If your organization already owns toll-free or local phone numbers that you would like to use with your Invoca account, you can transfer — or port — those numbers into your Invoca account. Standard port-in requests usually take 2-5 weeks, depending on your previous carrier. Requests for porting over 200 numbers may take extra time due to volume.

Invoca assesses a service fee to port in phone numbers from your previous carrier. If you haven't already, we strongly recommend you contact your Invoca Account Manager to discuss pricing and billing before submitting your port-in request to our Customer Success team.
 

Submitting a phone number port-in request

Once you’ve discussed your port-in request with your Account Manager or Onboarding Specialist, you can follow these steps to submit a port-in request. Note that requests for porting local phone numbers and toll-free numbers must be made separately.

  1. Draft a Letter of Authorization (LOA) permitting Invoca to transfer and manage your phone numbers using one of the templates below. Your LOA must be signed and dated within 30 days of submitting your request.
     
  2. List the phone numbers in the porting spreadsheet template below and specify the campaign URL you would like to use for each phone number. 
    1. Required fields: Number to Port, Campaign_url
    2. Optional fields: description, media_type, detected destination, any other marketing data you want applied. 
    3. Porting_Template spreadsheet
  3. Scroll down to the bottom of this article and click “Contact Support” to create a new ticket with our customer success team, including the following information:
     
    • Subject and Description: "Request to port-in phone numbers"
    • Case Reason: Number Management
    • Sub-Category: Porting Numbers
    • When you are finished, click Submit
       
  4. In your new ticket, click the Attachments tab, then attach the LOA you created in step 1 to your support ticket, as well as your spreadsheet of phone numbers if you created one in step 2. 

That’s it! Our friendly telecom operations team will process your request and keep you updated on the status of your phone numbers. If you need to port in both local and toll-free numbers, repeat these steps to make another request for the rest of your phone numbers.

Requirements to get started:

  • Internal porting project owner to handle all details and communication with Invoca 
  • Know the current RespOrg who controls the number
  • Letter of Authorization
     
    • Details that match what the current RespOrg has on file
    • Signed within 30 days
       
  • Invoca campaign to place static numbers once ported in

 
Losing carrier
The important thing to know is Invoca is dependent on the carrier who is the current responsible organization (or RespOrg). There are many free online databases that give details on who controls a toll-free or local phone number.

The letter of authorization (LOA) delivered to the losing carrier needs to match the exact information they have on file, or the request will be rejected. If rejected, you have 10 business days to respond before the porting case is closed out and you’ll have to start again.

Invoca is dependent on the losing carrier to confirm LOA details, prepare, and port the number. Carriers are known for being slow, and we do our best to work closely with them to your number ported quickly.

Common Reasons for Rejections
 

  • Billing address mismatch
  • Customer/Business name mismatch
  • Authorized name and signature mismatch
  • Account with losing carrier is on hold due to non-payment
  • Numbers are on a bundle account and carrier will not allow numbers to port out of a bundle account
  • Pin required for number release

 
Once a corrected request is received, it is resubmitted as a new order, and therefore, increases the time to port.
 

NOTE: The numbers ported in to Invoca will run against the contractual allotment of numbers for billing purposes. 

i.e. If your platform is contracted for 1000 numbers and you port in 700, that will constitute as 70% of the contractual allotment!

 

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