Phone Number Purchasing & Porting Procedure

Customer Specific Phone Number Purchase Procedure (Bandwidth)

1. Purchase through Bandwidth:

   • All customer-specific phone numbers must be initially purchased via the Bandwidth platform.

2. Port-In Requests:

   • All port-in requests from customers should be ported into the Bandwidth platform.

3. LOA Requirement:

   • All ports must include a Letter of Authorization (LOA).
   • Sample LOA

4. Integration with Genesys Cloud:

   • All numbers added to the Genesys Cloud -> Call Routing interface must first be purchased and set up through Bandwidth.

5. Initiating the Process:

   • Submit a ticket to the IT team to begin this process.

Number Port Time Frame and Activation Details (Bandwidth)

1. Toll-Free Number Ports:

   • Default Activation Time: Always 8:30 AM PST on the Firm Order Commitment (FOC) date.
   • Activation Procedure: Service Desk must call 855-864-7776 to activate before 8:30 AM PST.
   • Note: Cannot be activated after 8:30 AM PST on the FOC date.
   • FOC Date Definition: The date when the local exchange carrier commits to having the T1 circuit you ordered provisioned and physically ready.

2. Local Number Ports:

   • Default Activation Time: As specified on the FOC date.
   • Early Activation: Can activate anytime during the day before the requested activation time.

PH TECH Business Group and Individual Number Purchase Procedure (Genesys Cloud)

1. Individual User Numbers:

   • Phone numbers assigned to individual users in Genesys Cloud can be purchased directly within the platform.

2. Internal Business Team Numbers:

   • Numbers assigned to internal business teams can also be purchased directly in Genesys Cloud.
   • Note: These numbers do not require failover capabilities.

3. Requesting New Phone Numbers:

   • Please provide the Service Desk with 48 hours' notice when requesting a new phone number.
   • IVR/Call Routes Setup: You can begin building IVR/Call routes before ordering a new phone number. No need to wait.

Bandwidth + Genesys Cloud Utilization Charges

1. Viewing Charges:
   • Log in to Google using your phtech.com account to view Bandwidth and Genesys Cloud utilization charges.

By following this procedure, you can effectively purchase and port phone numbers for both customer-specific and internal use.