Number Porting: Inporting Requests

Number Porting
Numbers are moved (or ported) using a 3 rd party gateway that interacts between the Donor
Provider, the provider the number originally belongs to (200 = Gibtel; 222 = Sapphire) and the
Recipient Provider, the provider the number is moving to.
Inporting Requests
When a customer is porting a number form another provider to us.
Customer raises a ticket to move their number to u-mee.

Reply to the ticket with the Number Transfer/Porting Guide & Link macro
This provides the customer the link to go to our website registration page and sets the expectations
The link the customer gets is u-mee.com/porting and on the page they have to fill in their ID number
for verification, the number they are moving and a mobile number for contact purposes.
Once the customer had followed the instruction, a ticket is created on the portingxs site as Awaiting
Customer.
The customer will receive an email to call a number from the landline they are moving and input a
PIN to verify the request. Once completed the status will change to Authorisation Request, this is for
the Donor provider to then authorise, when complted the status will change to Authorised.
Sometimes this is denied, see the Failed Porting section below on how to proceed if this happens.
Create the number and device swap
Assign the ticket to Sales/Support with a comment to ask if they can conduct the next part of the
process
Create the number on OBS and conduct a device swap in readiness of the move. This will provision
the number on our voice switch and the customer router POTS 1.
Select the blue +Add Item Details button in Inventory screen and fill in the form as below, select 59
—Ported telephone number in Grn Id* with the number the customer wants move in MAC-ID* and
Serial Number*
Now conduct a device swap on the customer’s account. This will provision the number on the
customer router, ready to be routed through when the porting is completed.
Sales/Support will now pass the ticket back to Porting
We can now go to Portingxs site and select Instruction Request, this asks the Donor provider to
release the number and send the calls to us.
While this is with the donor provider, check the number provisioning has worked by accessing the
customer’s router to check the status on the voice section that POTS1 is Enabled, with the new
number and a status of UP.
When the Donor provider diverts the calls to us, the status changes to Request Completed.
Now send the macro to the customer that the process is completed and they can move the phone
onto our router.
Failed Porting:
Porting requests can fail in 2 ways; Timed out or Authorisation blocked.
Timed out is normally given because the customer has not entered their PIN to verify the request
within the allotted time.
When this happens, send the customer the NUMBER TRANSFER::Porting Failure macro.
Authorisation blocked is when the donor provider refuses to release the number for a reason given
at the bottom of the status.
It is not for us to say why it’s blocked, so in this instance, we reply to the customer with the NUMBER
TRANSFER::Porting Blocked macro that advises them to contact their current provider for more
information.
Outporting Requests
These are requests from our customer who want to move their number from us to another provider.
This is normally because the customer is about to leave us and is moving the number before
cancelling the service.
This time there is no ticket raised in Zendesk as the request comes directly via the Recipient provider
into PortingXS portal. So this needs to be checked on a regular basis. (24hr Checklist Day shift)
The first stage is for Authorisation request. This is the requesting provider asking us to approve a
porting request. Select the request to see the customer details.
You must check that all details are correct; name, email, address and phone number. You must also
check if the customer does not have an outstanding balance on their OBS account. If all is Ok, then
to approve the request, you enter a response code 0 and send authorisation response.
If there is a discrepancy with the account, you can select an appropriate response, such as:
outstanding balance or details mismatch
Next step is an Instruction request.
This is the requesting provider asking us to release the number. This is done via OBS, therefore pass
the ticket to Sales/Support asking them to do so.
In OBS inventory, under u-mee numbers, search for a faulty 222 number, this would be mean the
number was used before but can be used again for this purpose.
Edit the number and change the status to Good. Now the number is ready to use
On the customer’s account, conduct a device swap from the current number to the number you
have just made Good.
If you have swapped out a number not part of our allocation 200 or 225, delete this number for OBS
stock.
Sales/Support will now move the ticket back to the Porting group.
Once the number is released, the Instruction request can now be responded with a code of 30 on
Porting XS.
This returns the request to completed

Number Porting: Inporting Requests

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Number Porting: Inporting Requests

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Number Porting

Customer raises a ticket to move their number to u-mee.

Porting requests can fail in 2 ways; Timed out or Authorisation blocked.

This returns the request to completed

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