Porting Numbers to CTM

What is Porting?

Porting a number is transferring a phone number from one telecommunications provider to another while keeping the same number. This allows users to switch service providers without changing their existing phone numbers. The process typically involves submitting a porting request to the new provider, who coordinates with the current provider to complete the transfer. Porting a number ensures continuity and convenience for users, as they can retain their familiar contact information even when changing service providers.

CTM does offer porting from other countries (where available). For further information, please submit a ticket. Our Carrier Regulations and Regulatory team will contact you regarding the regulatory paperwork required.

Before starting your port request, please review the following:

• Only US numbers can be ported into CTM via the Port Numbers page. 
• Verify the numbers in the port and make sure they are not active Receiving Numbers.
  • If a Receiving Number is ported, you will no longer be able to answer that number directly outside of CTM. 
  • If a number you are porting is an active Receiving Number, please choose an alternate routing method for the associated tracking numbers.
• Porting phone numbers into CTM can take 2 - 4 weeks to complete.
• Porting fax numbers into CTM can take 1 - 2 weeks to complete.
   

Note: Number(s) should be ported into the account you would like the phone number(s) to reside in. Please do not move numbers between sub-accounts until the porting process has been completed.

Porting a Fax Number:

Porting a fax number into your CTM account is handled by our Carrier C team. Please open a ticket with our Carrier Relations and Regulatory Team with the following information:

• Account ID
• Fax Number
• Proof of Ownership
• Carrier C Letter of Authorization
• Please use the subject: "Fax Porting Documentation -add account ID"

Porting a Voice Number:

Navigate to Numbers > Port Numbers.

General

Provide a friendly name for the port request for later reference.

Details

In the following few sections, you will be asked to enter information about your company and the owner of the phone number(s) you are requesting to port. This information can be obtained from your losing carrier in the form of bills you receive and Customer Service Records (CSR) you can request from your current carrier.

User Details

Billing Details

Authoritative Representative Details

Port in Details

There are two ways to add numbers to your port request: you can manually add numbers by typing them into our provided text area, or you can upload a CSV document that loads all your numbers at once without having to enter them manually.

Manual Add

• Phone numbers must be comma-separated or one number per line

• Number formats accepted:
  

Upload CSV

Upload numbers to be ported in a CSV-formatted document. If you are adding routing configurations, make sure to use the routing ID in the CSV and not the friendly name; see the example below.

After entering the number(s) you would like to port, click Check Portability to be sure all numbers have been entered correctly and can be ported.

Bulk Import Template for Port Requests

If you are submitting a large quantity of numbers in a single port request, you can use the bulk import template below to help streamline the process. The template includes all required fields and formatting needed for a successful import into your port request.

Some fields in the template require CTM object IDs (such as account IDs, tracking source IDs, or routing IDs), which may not be immediately visible within the platform. To help with this, we recommend using the reference information included in the template to locate the correct values before submitting your request.

[Click here to download the bulk import template.]

Before uploading your file:

• Use the exact column headers and formatting provided in the template.
• Enter one number per row.
• Do not modify or remove required fields.
• Verify that all CTM object IDs are correct before submitting.
• Save the file in CSV format unless otherwise instructed by Support.

The following table describes each field in the bulk import template and indicates |where to locate the required information within CTM.

Configure Numbers

Configure your numbers for call routing and any other necessary categories in this section. Double-check if you’ve uploaded your configurations via CSV before clicking "Continue."

Some numbers may get rejected at this stage. Below is a list of reasons this might happen.

• Not a valid US/CA number
• Number is a receiving number, a fail-safe number, or assigned to a user
• Already a tracking number
• Already in another active or complete porting request

User Agreements

Read through the user agreement items and check each box confirming you agree to the terms laid out in this section. Once all items have been checked and all the previous steps are completed and verified with a green check mark, you can move on to the Letter of Authorization(LOA) section.

Letter of Authorization

There are three ways to get a signed LOA: sign the LOA yourself, send it to the responsible party, or upload an already signed copy.

Proof of Ownership

Upload a copy of your latest bill from your current carrier.

Click the Submit button to submit your port request to our Carrier Relations team. Once our team receives your request, we will contact the carriers and schedule your port. 

If you have any questions along the way, please contact us via email at [e-mail].