The following steps are for a typical porting request. This process requires timely communication to make progress. If you take longer than 30 days to respond to requests for information, your porting request may be cancelled, rescheduled, or restarted from the beginning. For a list of country-specific requirements for porting numbers, see Region requirements for ordering and porting phone numbers.
Step 1: Submit an Amazon Connect support ticket
Submit an Amazon Connect support ticket to verify if your phone number can be ported to Amazon Connect.
Premium support plan
Open AWS Support Center at https://console.aws.amazon.com/support/home
and sign in using your AWS account.
Choose Create case.
Choose Technical support.
For Case classification, do the following:
Choose service as Connect (Contact center).
Choose category as Phone Number Porting.
Choose the required severity.
For Contact Center Instance ARN, enter the instance ARN (also called the instance ID). For instructions on how to find your instance ARN, see Find your Amazon Connect instance ID/ARN.
Enter the subject.
Under Case description, Use case description, include as much information as possible about your request, including phone number(s) to be ported, your current carrier, and the contact information for the person authorized to make changes to your current phone service. If you don't know all of these details, you can leave information out.
Expand Contact options, and then choose your Preferred contact language and Contact methods.
Choose Submit.
The Amazon Connect team will review your ticket and gets back to you.
Basic support plan
Step 2: Complete Letter of Authorization (LOA)
If the phone number qualifies for porting, the Amazon Connect team will provide you a Letter of Authorization (LOA) to be completed by you. Complete all mandatory fields and sign the LOA.
Along with the LOA, Telecom regulations in many countries require additional documents to register a number, such as proof of business, proof of address, and proof of ID. For a list of country-specific requirements for porting numbers, see Region requirements for ordering and porting phone numbers.
How to complete an LOA
Step 3: The porting request goes to the Amazon Connect carrier
After you have submitted all required documentation, the Amazon Connect team submits the porting request on your behalf to the winning carrier.
The losing and winning carrier follow an industry standard process to validate the contents of the LOA and submitted documentation.
If the LOA contains discrepancies, it will be rejected and you will need to fix the discrepancies and submit a new LOA.
After the carriers successfully validate the LOA, they will either confirm your requested date or provide an available date for the actual porting. This is known as the "mutually agreed date."
Note
Most carriers require that portings are completed during normal business hours. For country-specific business hours, see Region requirements for ordering and porting phone numbers.
Step 4: Assign the phone number to the flow, request service quota increases
About 3-4 days before the mutually agreed date and time, the Amazon Connect support team loads the phone number that will be ported into the instance ARN you have provided, and then notifies you. Now it's time for you to perform the following steps:
Associate the phone number to the desired flow so the phone number will be ready to receive phone calls after the porting is completed. If you require assistance assigning multiple phone numbers to contact flows, let us know in your support request.
Important
If you do not assign the phone number to the flow, calls will not arrive successfully to your Amazon Connect contact center.
Submit a service quota request at least five days in advance of the mutually agreed date for any changes to your service quotas required to support your use case. For example, you may need to increase the number of concurrent calls per instance, or enable countries for outbound calling.
Step 5: Checklist of activities on your porting date
The action of porting a number can be disruptive: the process involves updating the routing of phone numbers between carriers across a country or Region, including carriers not involved in the actual porting. In rare cases it can take several hours before all routes across all Telecom carriers are fully updated.
Steps you perform to minimize disruption to your phone services
On the mutually agreed port date, perform the following steps:
Double-check that the activities listed in Step 4 have been completed:
Verify that you have assigned the number being ported into your Amazon Connect instance to the appropriate contact flow.
Verify that any required service quota increases or changes for your Amazon Connect instance were implemented. For example, increase the number of concurrent calls per instance, or enable countries for outbound calling.
Monitor call traffic from your existing contact center to confirm that incoming traffic has stopped.
Place test calls to your Amazon Connect instance to verify calls are being routed to the correct flows.
Ensure agents are logged in to the Contact Control Panel (CCP) and can answer calls as they are received.
Monitor call traffic to your Amazon Connect instance to confirm that you are receiving the expected levels of traffic.
Steps the Amazon Connect team performs to ensure a smooth transition
After the Amazon Connect team receives confirmation that the porting has been completed, we will perform final testing to confirm that the porting was successful and the phone number is receiving calls to Amazon Connect.
After we have completed our testing, we will notify you and ask you to verify the successful completion of the porting.