Porting existing phone numbers - Amazon Chime SDK

Porting existing phone numbers

Important

Starting Friday, March, 01, 2024, Amazon Chime SDK phone number porting requests moved to the Account and billing section of the AWS Support Center console. To create a new support case for phone number porting, choose Account and billing, open the Services dropdown menu, and choose Chime (Number Management).

In addition to provisioning phone numbers, you can also port numbers from your phone carrier into your Amazon Chime SDK inventory. This includes toll-free numbers. You can use ported numbers with Amazon Chime SDK Voice Connectors, and Amazon Chime SDK SIP media applications.

The following sections explain how to port phone numbers.

Prerequisites for porting numbers

You must have the following in order to port numbers:

  • A Letter of Agency (LOA). You must have an LOA for US and international phone numbers. Download the Letter of Agency (LOA) form and fill it out. If you are porting phone numbers from different carriers, fill out a separate LOA for each carrier.

    Note

    A number of countries have documentation requirements for porting phone numbers. For more information, see Country requirements for phone numbers, in this guide.

  • Before you can port phone numbers for Amazon Chime SDK Voice Connectors, you must create a Voice Connector. For more information, see Creating an Amazon Chime SDK Voice Connector.

Porting phone numbers into the Amazon Chime SDK

You create a support request to port existing phone numbers into the Amazon Chime SDK.

To port existing phone numbers into the Amazon Chime SDK
  1. Open the Amazon Chime SDK console at https://console.aws.amazon.com/chime-sdk/home.

  2. In the navigation pane, under Contact Us, choose Support.

    That takes you to the AWS Support console.

    Note

    You can also go directly to the AWS Support Center page. If you do, choose Create case, then follow the steps below.

  3. Under How can we help, do the following:

    1. Choose Account and billing.

    2. From the Service list, choose Chime SDK (Number Management).

    3. From the Category list, choose Phone Number Port In.

    4. Choose Next step: Additional information.

  4. Under Additional information, do the following

    1. Under Subject, enter Porting phone numbers in.

    2. Under Description, enter the following information:

      For porting US numbers:

      • Billing Telephone Number (BTN) of the account.

      • Authorizing person’s name. This is the person in charge of account billing with the current carrier.

      • Current carrier, if known.

      • Service account number, if this information is present with the current carrier.

      • Service PIN, if available.

      • Service address and customer name, as they appear in your current carrier contract.

      • Requested date and time for the port.

      • (Optional) If you want to port your BTN, indicate one of the following options:

        • I am porting my BTN and I want to replace it with a new BTN that I am providing. I can confirm that this new BTN is on the same account with the current carrier.

        • I am porting my BTN and I want to close out my account with my current carrier.

        • I am porting my BTN because my account is currently set up so that each phone number is its own BTN. (Select this option only when your account with the current carrier is set up this way.)

        • After you choose one of the options listed above, attach your Letter of Agency (LOA) to the request.

      For porting international numbers:

      • You must use the SIP Media Application Dial-In product type for non-US phone numbers.

      • Type of number (Local or Toll-Free)

      • Existing phone numbers to port in.

      • Estimate usage volume

      • Country

    3. From the Phone number type list, select Business Calling, SIP Media Application Dial-In, or Voice Connector.

    4. Under Phone number, enter at least one phone number, even if you're porting multiple numbers.

    5. Under Porting Date, enter the desired porting date.

    6. Under Porting Time, enter the desired time.

    7. Choose Next step: Solve now or contact us.

  5. Under Solve now or contact us, choose Contact us.

  6. From the Preferred contact language list, choose a language

  7. Choose Web or Phone. If you choose Phone, enter your phone number. When finished, choose Submit.

AWS Support lets you know whether your phone numbers can be ported from your existing phone carrier. If you can, you need to submit any required documents. The steps in the next section explain how to submit those documents.

Submitting required documents

After AWS Support says you can port phone numbers, you need to submit any required documents. The following steps explain how.

Note

AWS Support provides a secure Amazon S3 link for uploading all requested documents. Do not proceed until you receive the link.

To submit documents
  1. Open the Amazon Chime SDK console at https://console.aws.amazon.com/chime-sdk/home.

  2. Sign in to your AWS account, then open the Amazon S3 upload link generated specifically for your account.

    Note

    The link expires after ten days. It is generated specifically for the account that created the case. The link requires an authorized user from the account to perform the upload.

  3. Choose Add Files, then select the identity documents related to your request.

  4. Expand the Permissions section, and choose Specify individual ACL permissions.

  5. At the end of the Access control list (ACL) section, choose Add grantee, then paste the key provided by AWS Support into the Grantee box.

  6. Under Objects, choose the Read checkbox, then choose Upload.

After you provide the Letter of Agency (LOA), AWS Support confirms with your existing phone carrier that the information on the LOA is correct. If the information provided on the LOA does not match the information that your phone carrier has on file, AWS Support contacts you to update the information provided on the LOA.

Viewing request status

To use the Amazon Chime SDK console to view the status of your porting requests.

To view the status
  1. Open the Amazon Chime SDK console at https://console.aws.amazon.com/chime-sdk/home.

  2. In the navigation pane, choose Phone number management.

  3. Choose the Orders tab.

The Status column shows the status of your request. AWS Support also contacts you with updates and requests for further information, as needed. For more information, see Phone number porting status definitions, later in this section.

Assigning ported numbers

After your existing phone carrier confirms that the LOA is correct, they review and approve the requested port. Then they provide AWS Support with a Firm Order Commit (FOC) date and time for the port to occur.

To assign numbers
    • Assign Amazon Chime SDK Voice Connector numbers to your Voice Connectors.

    • For Amazon Chime SDK SIP Media Application Dial-In numbers, use SIP rules to assign numbers. For more information about SIP rules, refer to Creating SIP rules.

    The phone numbers are not activated for use until after the Firm Order Commit (FOC) date is established, as shown in the following steps. For more information, see Managing phone number inventory and Creating an Amazon Chime SDK Voice Connector.

  1. AWS Support contacts you with the FOC to confirm that the date and time works for you.

    Note

    The phone numbers cannot place or receive calls until you assign them.

  2. On the FOC date, the ported phone numbers are activated for use with the Amazon Chime SDK.

Porting phone numbers out of the Amazon Chime SDK

Note

The ability to port numbers out of the Amazon Chime SDK depends on the receiving carrier’s ability to accept those numbers.

To port existing phone numbers into the Amazon Chime SDK
  1. Open the Amazon Chime SDK console at https://console.aws.amazon.com/chime-sdk/home.

  2. In the navigation pane, under Contact Us, choose Support.

    That takes you to the AWS Support console.

    Note

    You can also go directly to the AWS Support Center page. If you do, choose Create case, then follow the steps below.

  3. Under How can we help, do the following:

    1. Choose Account and billing.

    2. From the Service list, choose Chime SDK (Number Management).

    3. From the Category list, choose Phone Number Port Out.

    4. Choose Next step: Additional information.

  4. Under Additional information, do the following

    1. Under Subject, enter Porting phone numbers out.

    2. Under Description, enter any relevant data.

AWS Support responds with an account ID and PIN to use when requesting the port from your new carrier. You receive responses based on your selected contact methods and any email addresses you entered for additional contacts.

When the porting process finishes and the phone numbers are ported to your new carrier, unassign and delete the phone numbers from your Amazon Chime SDK inventory. For more information, see Managing phone number inventory and Deleting phone numbers.

Phone number porting status definitions

After you submit a request to port existing phone numbers into the Amazon Chime SDK, you can view the status of your porting request in the Amazon Chime SDK console under Calling, Phone number management, Pending.

Porting statuses and definitions include the following:

CANCELLED

AWS Support cancelled the porting order because of an issue with the port, such as a cancellation request from the carrier or from you. AWS Support contacts you with details.

CANCEL_REQUESTED

AWS Support is processing a cancellation of the porting order because of an issue with the port, such as a cancellation request from the carrier or from you. AWS Support contacts you with details.

CHANGE_REQUESTED

AWS Support is processing your change request, and the carrier response is pending. Allow for additional processing time.

COMPLETED

Your porting order is completed, and your phone numbers are activated.

EXCEPTION

AWS Support contacts you for additional details needed to complete the port request. Allow for additional processing time.

FOC

The FOC date is confirmed with the carrier. AWS Support contacts you to confirm the date.

PENDING DOCUMENTS

AWS Support contacts you for additional documents needed to complete the port request. Allow for additional processing time.

SUBMITTED

Your porting order is submitted, and the carrier response is pending.