How to port phone numbers to Zoom Phone

Porting phone numbers to Zoom Phone involves transferring your existing phone numbers from another provider to Zoom Phone. This process requires careful planning and execution to ensure minimal service disruption. You’ll need to gather necessary information about your existing numbers, submit a porting request to Zoom, and coordinate the transfer with your current provider.

Prerequisites

• Zoom Phone License: Ensure you have a Zoom Phone license assigned to your account.
• Admin Access: You must be an account owner or administrator in the Zoom web portal.
• Letter of Authorization (LOA): Obtain a Letter of Authorization (LOA) from your current provider. This document authorizes Zoom to port the numbers on your behalf. The LOA typically requires accurate account information, including the account holder’s name, service address, and a list of phone numbers to be ported.
• Billing Telephone Number (BTN): Have your Billing Telephone Number readily available. This is the main number associated with your account with your current provider.
• Phone Number Inventory: Create a comprehensive list of all phone numbers you intend to port, including associated features (e.g., SMS, fax).
• Review Country-Specific Requirements: Be aware of any country-specific requirements for phone number porting by consulting Zoom’s list of requirements.

Prepare Your Zoom Phone Account

1. Log in to the Zoom web portal: Navigate to zoom.us and sign in with your admin credentials.
2. Access Phone System Management: In the navigation menu, click Phone System Management, then Phone Numbers.
3. Review Existing Numbers (if any): Familiarize yourself with your current phone number inventory in Zoom Phone. This helps you avoid potential conflicts.

Submit a Porting Request

1. Initiate the Porting Process: In the Phone Numbers page, click Port Numbers.
2. Provide Contact Information: Fill out the required contact information form, including your name, email address, and phone number. This information is used for communication regarding your porting request.
3. Upload the LOA: Upload the completed and signed Letter of Authorization (LOA). Ensure that the LOA is clear, legible, and contains all the necessary information.
4. List Phone Numbers to Port: Carefully enter each phone number you wish to port. Double-check for accuracy to prevent delays or errors.
5. Specify Desired Activation Date: Indicate your preferred date for the numbers to be activated in Zoom Phone. Note that the actual activation date is subject to approval from your current provider.
6. Submit the Request: Review all the information you provided, then submit the porting request.

Coordinate with Your Existing Provider

1. Contact Your Provider: After submitting the porting request to Zoom, contact your current provider to inform them of your intention to port your numbers.
2. Verify Account Information: Confirm with your provider that the account information on your LOA is accurate and up-to-date. Any discrepancies can cause delays or rejection of the porting request.
3. Address any Holds: Inquire about any holds or restrictions on your account that may prevent the porting process. Resolve any issues before proceeding.
4. Coordinate Cutover: Work with your current provider to coordinate the cutover process. This ensures a smooth transition with minimal downtime.

Configure Zoom Phone Settings After Porting

1. Assign Phone Numbers to Users: Once the numbers are successfully ported to Zoom Phone, assign them to users, auto receptionists, call queues, or other desired destinations. Refer to “Batch importing, exporting, or updating phone users” for assistance with batch assignments.
2. Configure Call Routing: Set up appropriate call routing rules to direct incoming calls to the correct destinations. Use the “[Managing Call Routing and Phone Numbers](kb_article:phone. Managing Call Routing and Phone Numbers)” section for guidance.
3. Test Your Phone Numbers: Make test calls to and from your ported numbers to verify that they are functioning correctly.
4. Configure SMS (if applicable): If you are porting numbers that use SMS, be aware that there can be between 24-48 hours of downtime with SMS ports, as detailed in “[Porting phone numbers that use SMS](kb_article:phone. Porting phone numbers that use SMS)”. Ensure you have met all 10DLC requirements.
5. Update Profile Cards: Add the phone numbers to the profile cards using this article: “[Adding phone numbers to your profile card](kb_article:phone. Adding phone numbers to your profile card)“

Common Issues

• Incorrect LOA Information: Ensure all information on the Letter of Authorization (LOA) matches exactly what your current provider has on file. Discrepancies, even minor ones, can cause delays or rejection.
• Account Holds or Restrictions: Resolve any holds or restrictions on your account with your current provider before submitting the porting request.
• Incomplete Porting Request: Double-check that all required fields in the porting request are completed accurately.
• SMS Downtime: Be prepared for potential downtime of 24-48 hours with SMS functionality when porting numbers that use SMS. Make sure all 10DLC requirements are met.
• Activation Date Issues: The actual activation date may differ from your desired date due to the processing times of your current provider. Maintain close communication with both Zoom and your current provider to stay informed of any changes.