Porting Phone Numbers to Conquer Voice (Details)

Moving your phone numbers to Conquer Voice is called porting. This article covers what we need from you, how long it takes, what can go wrong, and what to expect along the way.

Table of contents

• Overview
• Information We Need
• Authorization Forms
• During the Port
• Timeline and Expectations
• Porting International Numbers
• Common Reasons for Delays
• After Your Numbers Port
• Porting Numbers Away from Conquer

Overview

Porting lets you keep your existing phone numbers when you move to Conquer Voice, so your callers and contacts do not need to learn a new number. Your current carrier releases the number, and we activate it on our platform on an agreed date.

One thing worth understanding up front: your current carrier controls the timeline. We submit the request and we chase it, but they decide when to accept it and when to release the numbers. Most of what makes a port go smoothly happens before we submit, in the accuracy of the information you provide.

Information We Need

Please gather the following from your current carrier before we start. Having this ready and accurate is the single best way to avoid delays.

One rule governs all of it: every detail has to match your current carrier's records exactly. Your carrier validates our request against their own account record, and any mismatch causes a rejection. If you are unsure about any of these details, ask your carrier for a Customer Service Record (CSR), which is their authoritative copy of your account information, and send us that.

Required

• Billing Telephone Number (BTN): The number your current provider uses to identify your account. It may differ from the numbers you’re porting. If incorrect or inactive, the request will be rejected. Provide it even if it matches your account number.
• End user or business name: Exactly as registered with your current carrier, not a trading or parent company name unless that’s what’s on file.
• Account holder name: The authorized person to release the numbers, often different from the project coordinator. This name goes on the authorization form.
• Service address: Full address where the phone rings (street, suite, city, state, ZIP). This may differ from your billing address. Confirm with your carrier if unsure.
• Account number: Your current carrier’s account number.
• PIN or passcode: If required by your carrier. Some issue one PIN for the account; others issue separate, often expiring, PINs per number. Provide PINs promptly to avoid delays.
• Complete list of all numbers on the account: Include both porting and non-porting numbers. Get this list from your carrier, not internal records, as internal lists can be inaccurate. Flag toll-free numbers since they require a different process.
• Copy of your most recent invoice: Used to complete the authorization form accurately.
• Requested port date: Provide at least 48 hours’ notice after submitting all required info. Inform us if you have a go-live or contract end date to allow for scheduling.

If your numbers span multiple accounts

If your numbers are split across more than one account with your carrier, each account needs its own separate port request, its own BTN, and its own set of details.

If you are only porting some of the numbers on an account

This is called a partial port. On top of the current BTN, we will need either a new BTN for the lines that stay behind, or an instruction to disconnect them. If the BTN itself is one of the numbers you are porting, your carrier will need to know what the account's new BTN should be.

If you are sending a spreadsheet

For larger ports it is easier to send this as a sheet, and the authorization form allows you to attach additional pages rather than writing every number onto the form itself. Please include one row per number with these columns: current BTN, end user name, authorized person name, account number, PIN, phone number, whether the number is geographic or toll-free, whether that number is porting or staying, and the service address. For international numbers, also include the country and the specific city or region.

Authorization Forms

A signed Letter of Authorization (LOA) is what allows your current carrier to release the numbers. It is required in most cases. The forms are attached to this article, and we will send you the right one.

Which form applies to you

• Standard numbers (regular geographic numbers in the US and Canada) use the LNP Porting LOA.
• Toll-free numbers (800, 833, 844, 855, 866, 877, 888) use the Toll-Free Porting LOA. This is technically a RespOrg transfer rather than a standard port, and it asks for different information, including a requested completion date and a contact phone number. Toll-free numbers also frequently sit on a different account with your carrier, which means they may need their own port request and their own timeline.
• International numbers use country-specific forms. We will send the template for each country involved upon request.

Note: If your port includes both standard and toll-free numbers, you will need to sign both forms. Tell us up front which numbers are toll-free so we can send everything together rather than coming back to you for a second signature later.

Key Points Before Signing

The form is valid for 30 days from signing. If your port date changes or info gathering takes longer, an early-signed form expires and must be signed again. We usually ask for your signature closer to submission for this reason.

Use your invoice to fill in details. Enter the customer name, address, account number, and other info exactly as on your latest invoice to avoid rejection.

Signing doesn’t cancel your current service. Authorizing a port isn’t a disconnect order. You’re responsible for closing your old account and any fees after the port completes. Don’t close it before the port finishes.

During the Port

These are the things that most often go wrong on the customer side. All of them are avoidable.

• Keep your lines active with your current carrier until the port completes. A number that has been disconnected cannot be ported. If your carrier deactivates a line before the port date, that number will be rejected and may not be recoverable.
• Do not close your account with your current carrier until we confirm every number has ported. An account in a closing or closed state will block the port request entirely, even for numbers that are still active. If your contract is ending on a specific date, tell us that date early so we can schedule with room to spare rather than porting the day before.
• Close it once the port is done. The port itself will not cancel your old service, and we cannot cancel it on your behalf.
• Respond quickly if your carrier issues time-limited PINs. If your PINs expire before we submit, you will need to request them again and the schedule slips.
• Tell us as soon as a date moves. A schedule change can invalidate an already-signed authorization form, and we would rather get a fresh signature in advance than have the port rejected.

Timeline and Expectations

1. You provide the account and number information above, along with a copy of your current invoice.
2. We confirm the port date with you and send the authorization form for signature, timed so it does not expire before submission.
3. We check each number for portability and submit the port request to your current carrier.
4. Your carrier confirms a Firm Order Commitment (FOC) date, which is the date and time your numbers will actually move. Until there is an FOC, there is no confirmed date. We will not quote you one, because your carrier has not committed to one yet.
5. We configure the numbers on your Conquer account ahead of the FOC date so they are ready to use the moment the port completes.
6. You (or your implementation specialist) makes sure your phone numbers are configured for inbound Queues and Extensions ahead of time:
   1. Extensions
   2. Queues
   3. Phone Numbers
7. On the FOC date, your numbers go live on Conquer Voice.

Typical lead times. A straightforward port between VoIP providers can complete in one to three business days once submitted. Ports involving mobile or wireless carriers usually take longer. International ports take considerably longer, often a month or more. See the international section below.

A note on adding numbers. Once a port request has been submitted, we cannot add numbers to it. If you think of more numbers afterwards, we will start a new request for them, and that request gets its own FOC date. It is worth taking the extra day up front to make sure the list is complete.

Porting International Numbers

International ports work differently from domestic ones. They use different suppliers, require additional documents, and take substantially longer. If your request includes both domestic and international numbers, we will usually split them into two efforts so your domestic numbers are not held up.

• Additional documents required. A signed Letter of Authority on the correct template for the country, and your most recent invoice from the losing carrier. We will send you the right template for each country involved.
• Specific location required. For international numbers we need the specific city or region each number belongs to, not just the country and area code. Many country area codes cover multiple cities, and a mismatch will cause a rejection.
• The underlying carrier, not the reseller. If your numbers are managed through a platform or reseller, we need to know the actual carrier holding the numbers. Reseller names are not accepted on international port requests.
• Expected timeline. Plan for at least a month. Australian ports in particular have run to roughly 35 days from submission. International numbers also tend to complete individually over several weeks rather than all landing on one date, so expect a staggered cutover and plan your communications to your teams accordingly.

Common Reasons for Delays

Knowing these ahead of time helps you avoid the most common holdups.

• An incorrect or inactive BTN. If the Billing Telephone Number does not resolve to a live account at your carrier, they cannot find the account and the request stops there. This rejection comes back with very little detail, so it is worth double checking the BTN before we submit rather than after.
• An expired authorization form. Signed more than 30 days before the port request, the form is no longer valid. This usually catches people out on a port that was already delayed for some other reason, which is why we ask you to tell us when a date moves.
• Address or ZIP code mismatch. This is the most common reason a port is rejected. If you are not certain the address you have matches what your carrier holds, ask your carrier for a Customer Service Record (CSR), which is their authoritative record of the account details. We can then use their exact wording. The copy of your invoice usually resolves this quickly too.
• The wrong form, or the wrong signature. A standard form used for toll-free numbers or the reverse, an unsigned form, or a form signed by someone who is not the authorized account holder will all cause a rejection.
• Numbers split across multiple accounts. If your carrier holds your numbers on more than one account, each account requires its own port request. Confirm this with them before we submit.
• Expired or per-line PINs. Wireless carriers commonly issue one PIN per number with a short validity window. This turns a single port into several separate requests and creates a deadline on your side.
• Numbers that will not validate. Occasionally a carrier cannot confirm a number belongs to your account even when you are certain it does. This has to be resolved directly with your current carrier. We cannot resolve it from our side, and resubmitting the same request will produce the same rejection.
• Inactive, disconnected, or already released numbers. A number that has been deactivated, or that sits on a closed account, will be rejected. In some cases your carrier can push the release through manually. In others the number is genuinely gone.
• Your carrier says everything is fine but keeps rejecting. This does happen. When it does, the fastest resolution is a joint call with your carrier, you, and our telecom engineer on the same line rather than messages being relayed between three parties. Ask us to set one up.
• When a number may not be recoverable. If your carrier rejects the same numbers repeatedly for a reason outside our control, we will tell you plainly and give you the option to proceed with the numbers that did port and take new numbers for the rest, rather than letting the go-live slip indefinitely.

After Your Numbers Port

• Make sure your phone numbers are configured for inbound Queues and Extensions ahead of time in Denali Workspace:
  • Extensions
  • Queues
  • Phone Numbers
• Close your old account. The port does not do this for you, and leaving it open means paying two providers.
• Text messaging is a separate step. Enabling SMS on a ported number is not part of the voice port, and it uses its own authorization form rather than the porting LOA. If you want texting on these numbers, tell us and we will handle it as a separate request.
• Make sure your phone numbers are configured for inbound Queues and Extensions ahead of time in Denali Workspace:
  1. Extensions
  2. Queues
  3. Phone Numbers
• Test your inbound calls. We will confirm the port on our side, but it is worth having your team place a few test calls to the ported numbers on the first day.
• Configuration. Call flows, caller ID, and CNAM are configured separately from the port itself. Your Customer Success Manager can help scope those.

Porting Numbers Away from Conquer

If you ever move a number from Conquer to another provider, please tell us before the port date rather than after.

We need to remove the number from our platform and routing at a specific moment, close to but not before your new provider takes it over. If we remove it too early your users lose service; if we do not remove it at all, calls can misroute after the port. To get this right we need the confirmed FOC date and time from your new provider, not just the date you have requested.

Your new provider will need these details for Conquer:

DIALSOURCE (5009719)
200 S VIRGINIA ST, 8TH FL
RENO, NV 89501
United States

We will provide the port-out PIN on request through a support ticket.

If you have any questions during the process, reach out to your Customer Success Manager or our Support team.