Amazon Chime
Administration Guide

Working with Phone Numbers

Use the Amazon Chime console to provision phone numbers. Choose from Amazon Chime Business Calling or Amazon Chime Voice Connector phone numbers.

Amazon Chime Business Calling lets you provision and assign phone numbers to your existing Amazon Chime users. You can grant your users permissions to send and receive phone calls and text messages using Amazon Chime.

You can integrate an Amazon Chime Voice Connector with an existing phone system. You can also use the Amazon Chime console to provision phone numbers for your Amazon Chime Voice Connector. For more information, see Working with Amazon Chime Voice Connectors.

For information about bandwidth requirements for Amazon Chime Business Calling and Amazon Chime Voice Connector, see Bandwidth Requirements.

Your phone number Inventory is limited to 25 phone numbers by default.

Provisioning Phone Numbers

Use the Amazon Chime console to provision phone numbers for your Amazon Chime account. Choose from the Amazon Chime Business Calling or Amazon Chime Voice Connector options.

To provision phone numbers

  1. Open the Amazon Chime console at https://chime.aws.amazon.com/.

  2. For Calling, choose Phone number management.

  3. Choose Orders, Provision phone numbers.

  4. Select Business Calling or Voice Connector, and choose Next.

  5. Search for available phone numbers by country and other location options. Select the phone number or numbers to provision, then choose Provision.

The phone numbers appear in your Orders and Pending lists. When provisioning is complete, the phone numbers appear in your Inventory and can be assigned to individual users or Amazon Chime Voice Connectors that you create.

Before you can assign provisioned phone numbers to an Amazon Chime Voice Connector, you must create the Amazon Chime Voice Connector. For more information, see Creating an Amazon Chime Voice Connector.

Porting Existing Phone Numbers

You can port existing United States phone numbers from your phone carrier to use with Amazon Chime Business Calling or Amazon Chime Voice Connectors. To port existing phone numbers to Amazon Chime, submit a support request from the Amazon Chime console. The porting process can take between 2-4 weeks.

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

Note

Toll-free numbers can be ported for use with Amazon Chime Voice Connectors. Toll-free numbers are not currently supported for Amazon Chime Business Calling.

To port existing phone numbers into Amazon Chime

  1. Open the Amazon Chime console at https://chime.aws.amazon.com/.

  2. Choose Support, Submit request.

  3. For Category, choose Other.

  4. For Subject, enter Porting phone numbers in.

  5. For Issue, enter the following:

    • Existing phone numbers to port in. Indicate the phone number type, Business Calling or Voice Connector.

    • 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.

  6. For Email, enter the email address associated with your Amazon Chime administrator account.

  7. Choose Submit request.

AWS Support responds to your support request to let you know whether your phone numbers can be ported from your existing phone carrier. If your phone numbers can be ported, you are asked to complete a Letter of Authorization/Agency (LOA). This authorizes your phone carrier to release your existing phone numbers for porting. Then, your phone numbers are ported to the phone carrier for Amazon Chime.

The information provided on the LOA must match the information that your phone carrier has on file. Mismatched information can delay the porting process. If you are porting phone numbers from different carriers, fill out a separate LOA for each carrier.

When the porting process is complete, the ported phone numbers appear in your Inventory and can be assigned to individual users or the Amazon Chime Voice Connectors that you create .

To port existing phone numbers out of Amazon Chime

  1. Open the Amazon Chime console at https://chime.aws.amazon.com/.

  2. Choose Support, Submit request.

  3. For Category, choose Other.

  4. For Subject, enter Porting phone numbers out.

  5. For Issue, enter the phone numbers to port out. Indicate the phone number type, Business Calling or Voice Connector.

  6. For Email, enter the email address associated with your Amazon Chime administrator account.

  7. Choose Submit request.

AWS Support responds with an account ID and PIN to use when requesting the port from your new carrier.

When the porting process is complete and the phone numbers are ported to your new carrier, unassign and delete the phone numbers from your Amazon Chime inventory. For more information, see the following sections.

Managing Phone Number Inventory

Use the phone number management Inventory page to assign or unassign phone numbers. You can do this with Amazon Chime Business Calling phone numbers for individual users, or phone numbers for Amazon Chime Voice Connectors or Amazon Chime Voice Connector groups.

Manage Amazon Chime Business Calling phone numbers from within user profiles. Manage Amazon Chime Voice Connector phone numbers on the corresponding Voice connectors or Voice connector groups page. For more information, see Managing User Phone Numbers, Assigning and Unassigning Amazon Chime Voice Connector Phone Numbers, or Assigning and Unassigning Phone Numbers for an Amazon Chime Voice Connector Group.

To assign an Amazon Chime Business Calling phone number to a user

  1. Open the Amazon Chime console at https://chime.aws.amazon.com/.

  2. For Calling, choose Phone number management.

  3. Choose Inventory, and select the Amazon Chime Business Calling phone number to assign to a user.

  4. Choose Assign.

  5. Select the account that the user belongs to, and choose Next.

  6. Select the user's full name, and choose Assign.

For instructions on how to edit the user's calling and SMS permissions, see Editing Calling and SMS Permissions. When you change a user's Amazon Chime Business Calling phone number or phone number permissions, we recommend providing the user with their new phone number or permissions information. Before users can access their new phone number or permissions features, they must sign out of their Amazon Chime account and sign in again.

To assign Amazon Chime Voice Connector phone numbers to an Amazon Chime Voice Connector or Amazon Chime Voice Connector group

  1. Open the Amazon Chime console at https://chime.aws.amazon.com/.

  2. For Calling, choose Phone number management.

  3. Choose Inventory, and select the phone numbers that you want to assign.

  4. For Assignment type, choose Voice connector or Voice connector group.

  5. Choose Assign.

  6. Select the Amazon Chime Voice Connector to assign the phone number to, and choose Assign.

You can also choose Reassign to reassign phone numbers with the Voice Connector product type. This lets you reassign these numbers from one Amazon Chime Voice Connector or Amazon Chime Voice Connector group to another.

The following procedure unassigns phone numbers from individual users or Amazon Chime Voice Connectors.

To unassign inventory phone numbers

  1. Open the Amazon Chime console at https://chime.aws.amazon.com/.

  2. For Calling, choose Phone number management.

  3. Choose Inventory, and select the phone number to unassign.

  4. Choose Unassign.

  5. Select the check box, and choose Unassign.

You can then view the details about your inventory phone numbers. You can see which user or Amazon Chime Voice Connectorthat a number is assigned to. You can also see if phone calls and text messages are enabled.

To view inventory phone number details

  1. Open the Amazon Chime console at https://chime.aws.amazon.com/.

  2. For Calling, choose Phone number management.

  3. Choose Inventory, and select the phone number to view details for.

  4. For Actions, choose View details.

If you have unassigned Amazon Chime Business Calling and Amazon Chime Voice Connector phone numbers, you can switch them from one product type to another.

To edit product types

  1. Open the Amazon Chime console at https://chime.aws.amazon.com/.

  2. For Calling, choose Phone number management.

  3. Choose Inventory, and select the phone number or numbers to change product types for.

  4. Select Business Calling or Voice Connector, and choose Save.

Updating Outbound Calling Names

Set a default calling name that appears to recipients of outbound calls made using the phone numbers in your Inventory. Default calling names apply to all phone number product types. You can update the names once every seven days.

Note

When you place a call using an Amazon Chime Voice Connector, the call is routed through the public switched telephone network (PSTN) to a fixed or mobile telephone carrier of the called party. Not all fixed and mobile telephone carriers support Caller ID names (CNAM) or use the same CNAM database as Amazon Chime Voice Connectors. Even though you set your caller ID name in the Amazon Chime console, the called party might see no calling name at all, or they might see a calling name that is different from the value that you set.

To set a default calling name

  1. Open the Amazon Chime console at https://chime.aws.amazon.com/.

  2. For Calling, choose Phone number management.

  3. Choose Inventory.

  4. For Actions, choose Update default calling name.

  5. For Default calling name, enter a default calling name of up to 15 characters.

  6. Choose Save.

The default calling name is updated within 72 hours.

Set a unique calling name for individual phone numbers on the phone number details screen.

To set a unique calling name

  1. Open the Amazon Chime console at https://chime.aws.amazon.com/.

  2. For Calling, choose Phone number management.

  3. Choose Inventory.

  4. Select the phone number to update.

  5. For Actions, choose View details.

  6. On the phone number details screen, for Actions, choose Update unique calling name.

  7. For Unique calling name, enter a unique calling name of up to 15 characters.

  8. Choose Save.

The unique calling name is updated within 72 hours. After the update is complete, you can update the calling name again.

Deleting Phone Numbers

Delete unassigned phone numbers from your phone number management Inventory. For more information about unassigning phone numbers, see Managing Phone Number Inventory.

To delete unassigned phone numbers

  1. Open the Amazon Chime console at https://chime.aws.amazon.com/.

  2. For Calling, choose Phone number management.

  3. Choose Inventory, and select the phone number or numbers to delete.

  4. For Actions, choose Delete phone number(s).

  5. Select the check box, and choose Delete.

Deleted phone numbers are held in the Deletion queue for 7 days before they are deleted permanently.

Restoring Deleted Phone Numbers

You can restore deleted phone numbers from the Deletion queue for up to 7 days after they are deleted. Restoring a phone number moves it back into your Inventory.

To restore deleted phone numbers

  1. Open the Amazon Chime console at https://chime.aws.amazon.com/.

  2. For Calling, choose Phone number management.

  3. Choose Deletion queue, and select the phone number or numbers to restore.

  4. Choose Move to inventory.