Port Numbers
Transfer your existing business phone numbers from another carrier to Commtrix. Porting allows you to keep your established phone numbers while benefiting from our platform's features.
Only users with Administrator privileges can initiate number porting.
What is Number Porting?
Number porting transfers ownership of a phone number from your current carrier to Commtrix. Your customers can continue calling the same number they already know.
Before You Start
Gather the following information from your current carrier:
| Required Information | Description |
|---|---|
| Account Number | Your account number with the current carrier |
| PIN/Password | Security PIN or password for the account |
| Authorized Name | Name on the account authorized to make changes |
| Service Address | Address associated with the phone service |
| Current Carrier | Name of your existing phone provider |
| Phone Numbers | List of all numbers to be ported |
Do not cancel service with your current carrier before the port completes. Canceling early can result in losing your number permanently.
Initiating a Port Request
- Navigate to Channel Management from the sidebar and click the Manage Numbers card, this will open a dialog to view all your channel related details.
- Click Number Porting.
- Fill in the required information:
- Phone number(s) to port
- Current carrier details
- Account information
- Authorized signer information
- Review and sign the Letter of Authorization (LOA).
- Submit the port request.
Port Timeline
| Phase | Duration |
|---|---|
| Submission Review | 1-2 business days |
| Carrier Processing | 3-10 business days |
| Port Completion | Instant once approved |
Total typical time: 5-14 business days
Toll-free number ports may take longer (up to 2-4 weeks) due to additional carrier requirements.
Port Status
Track your port request status in the Number Porting tab:
| Status | Description |
|---|---|
| Submitted | Request received and under review |
| Pending | Sent to losing carrier for processing |
| Scheduled | Port date confirmed |
| Completed | Number successfully transferred |
| Rejected | Port failed (see reason for details) |
Common Port Rejection Reasons
| Reason | Solution |
|---|---|
| Account info mismatch | Verify account number and PIN match exactly |
| Unauthorized signer | Use the name exactly as it appears on the account |
| Address mismatch | Use the service address on file with the carrier |
| Outstanding balance | Pay any past-due amounts with current carrier |
If a port is rejected, correct the issue and resubmit.
After Port Completion
Once the port completes:
- Immediate: The number is active in your Commtrix account.
- Configure Routing: Assign the number to an IVR or queue.
- Test: Make test calls to verify the number works correctly.
- Cancel Old Service: You can now safely cancel service with your previous carrier.
Best Practices
- Plan Ahead: Start the port process 2-3 weeks before your target go-live date.
- Prepare IVR First: Set up your IVR flow before the port completes so routing is ready.
- Communicate Internally: Inform your team about the port timeline.
- Test Thoroughly: After porting, test all call flows and features.