# Managing phone numbers in Amazon Chime SDK
The topics in this section explain how to manage phone numbers for use with the Amazon Chime SDK.
You can obtain numbers in the following ways:
+ Provision numbers by ordering them from a pool of numbers provided by the Amazon Chime SDK. You can only do this in countries that don't have identification requirements.
+ Port existing numbers over from another carrier into the Amazon Chime SDK.
+ Order international phone numbers.
The provisioning and porting processes add the numbers to your inventory. You then use the numbers with Amazon Chime SDK Voice Connectors, Amazon Chime SDK Voice Connector groups or Amazon Chime SDK SIP media applications.
**Note**
You can port toll-free numbers for use with Amazon Chime SDK Voice Connectors, and with Amazon Chime SIP media applications. Amazon Chime Business Calling doesn't support toll-free numbers. For more information, see [Porting existing phone numbers](porting.md), later in this guide.
To use a phone number with an Amazon Chime SDK Voice Connector or Amazon Chime SDK Voice Connector group you use the Amazon Chime SDK console to assign the number. For information about Voice Connectors, see [Managing Amazon Chime SDK Voice Connectors](voice-connectors.md). For information about assigning numbers to Voice Connectors, see [Assigning numbers to a Voice Connector or Voice Connector group](assign-to-cvc.md).
**Note**
You also use Voice Connectors to enable emergency calling from Amazon Chime. However, the Amazon Chime SDK doesn’t offer emergency calling services outside of the United States. To modify the emergency calling services that the Amazon Chime SDK provides for the United States, you can obtain an emergency call routing number from a third-party emergency service provider, give that number to the Amazon Chime SDK, then assign the number to an Amazon Chime SDK Voice Connector. For more information, see [Setting up third-party emergency routing numbers](chime-voice-connector-emergency-calling.md).
To use a phone number with a SIP media application, you add it to the SIP rule associated with the application. For more information about SIP media applications, see [Using SIP media applications](use-sip-apps.md). For more information about adding phone numbers to SIP rules, see [Creating a SIP rule](create-sip-rule.md).
**Note**
Amazon Chime SDK Voice Connectors, and Amazon Chime SDK SIP media applications have bandwidth requirements. For more information, see [Bandwidth requirements](network-config.md#bandwidth).
**Topics**
+ [Provisioning phone numbers](provision-phone.md)
+ [Requesting international phone numbers](request-intl-numbers.md)
+ [Porting existing phone numbers](porting.md)
+ [Managing phone number inventory](phone-inventory.md)
+ [Deleting phone numbers](delete-phone.md)
+ [Restoring deleted phone numbers](restore-phone.md)
+ [Optimize your outbound calling reputation](optimize-outbound-calling.md)
+ [STIR/SHAKEN for Amazon Chime SDK](stir-shaken.md)
# Provisioning phone numbers
You use the Amazon Chime SDK console to provision phone numbers for your Amazon Chime SDK account. Choose from the following approaches:
+ Amazon Chime SDK Voice Connectors – Integrate with an existing phone system. For more information, see [Managing Amazon Chime SDK Voice Connectors](voice-connectors.md).
+ Amazon Chime SDK SIP media applications – Integrate with Amazon Chime SDK meetings and interactive voice response services such as Amazon Lex. For more information, see [Managing SIP media applications](manage-sip-applications.md).
You provision phone numbers from a pool of numbers provided by the Amazon Chime SDK. When provisioning finishes, the phone numbers appear in your inventory, and you can assign them to individual users.
**Important**
You only follow these steps for countries that do not have identification requirements. For information about provisioning phone numbers in countries with identification requirements, see [Requesting international phone numbers](request-intl-numbers.md).
**To provision phone numbers**
1. Open the Amazon Chime SDK console at [https://console.aws.amazon.com/chime-sdk/home](https://console.aws.amazon.com/chime-sdk/home).
1. In the navigation pane, under **Phone numbers**, choose **Phone number management**.
1. Choose the **Orders** tab, then choose **Provision phone numbers**.
1. In the **Provision phone numbers** dialog box, choose **Voice Connector**, or **SIP Media Application Dial-In**, then choose **Next**.
**Note**
The product type assigned to a phone number affects your billing. If you set a default calling name, the system assigns it to newly provisioned phone numbers in the United States. Also, for Voice Connector and SIP media application outbound calls, the caller ID must match a number in your inventory. Alternately, for SIP media applications, it may match the original caller ID from an inbound call that was sent back by the associated Lambda function. For example, the function could use the `CallAndBridge` action. For more information, see [Setting outbound calling names](calling-name.md) in this guide, and [CallAndBridge](https://docs.aws.amazon.com/chime-sdk/latest/dg/call-and-bridge.html) in the *Amazon Chime SDK Developer Guide*.
1. On the **Provision phone numbers** page, do the following:
+ Open the **Select Application Type** list and choose one of the options, **Voice Connector** or **SIP Media Application Dial-in**.
Your choice affects the countries that you see in step 6.
+ (Optional) Under **Phone number(s) details**, in the **Name** box, enter a descriptive name for the phone number, such as a cost center or office location.
This field differs from outbound calling names. For more information about outbound calling names, refer to [Setting outbound calling names](calling-name.md) in this guide.
1. Under **Number Search**, open the **Country** list and select a country, then do one of the following:
+ For numbers outside the U.S.:
1. Open the **Type** list and select an option.
Depending on the country you select, one of the types may not be available. For example, you can only select local numbers for Canada and toll-free numbers for Italy.
1. Choose the **Search** button.
+ For U.S. numbers:
1. Open the **Type** list and select an option.
1. Open the **Area** list and choose **Location** or **Area code**.
+ If you choose **Location**, open the **State** list and choose a state, then enter a city and choose the **Search** button.
**Note**
If the search doesn't return numbers, clear the **City** field and search again.
+ If you choose **Area code**, enter an area code in the **Area Code** box and choose the **Search** button.
1. From the resulting list, select one or more phone numbers.
1. (Optional) Under **Phone number(s) details**, enter a name for the number or numbers. If you selected multiple numbers in the previous steps, the name applies to all of them.
1. Choose **Create Phone Number Order**.
The phone numbers appear in the **Orders** and **Pending** tabs while the provisioning occurs. When provisioning finishes, the numbers appear on the **Inventory** tab.
# Requesting international phone numbers
The steps in this section explain how to request international phone numbers for use with the Amazon Chime SDK. You can only use international numbers with the **SIP Media Application Dial-In** product type.
To purchase international numbers, regulations in many countries require you to have the following items:
+ A local address
+ Proof of your identity, from the Amazon Chime SDK or our carriers
Allow 2-6 weeks for the Amazon Chime SDK to fulfill your request. For more information about the documentation requirements for various countries, see [Country requirements for phone numbers](phone-country-reqs.md).
**To request international phone numbers in countries with identification requirements**
1. Open the Amazon Chime SDK console at [https://console.aws.amazon.com/chime-sdk/home](https://console.aws.amazon.com/chime-sdk/home).
1. In the navigation pane, under **Contact Us**, choose **Support**.
That takes you to the AWS Support console.
**Note**
You can also go directly to the [AWS Support Center](https://console.aws.amazon.com/support/home#/) page. If you do, choose **Create case**, then follow the steps below.
1. If it isn't already selected, choose **Account and billing**.
1. For **Service**, choose **Chime SDK (Number Management)**.
1. For **Category**, choose **Phone Number Requests**, then choose **Next step: Additional information**.
1. For **Subject**, enter **Provisioning international numbers**.
1. For **Issue or Description**, enter the following:
+ Individual or Business
+ Name (Individual Name or Business Name)
+ Type of number (Local or Toll-Free)
+ Country
+ Quantity of phone numbers
1. Under **Email**, enter the email address associated with your Amazon Chime administrator account, then choose **Submit request**.
AWS Support responds to your support request via email to let you know whether the phone numbers can be provisioned. Once the numbers are provisioned, you can view them in the Amazon Chime SDK console. Under **Phone numbers**, choose **Phone number management**. Your numbers appear on the **Inventory** page.
1. Use SIP rules to assign the phone numbers to the appropriate SIP media application.
## Submitting required documents
After you receive the requested phone numbers, you submit any required documents. The following steps explain how.
**Note**
AWS Support provides a secure Amazon S3 link for uploading all requested documents. Do not proceed until you receive the link.
**To submit documents**
1. Open the Amazon Chime SDK console at [https://console.aws.amazon.com/chime-sdk/home](https://console.aws.amazon.com/chime-sdk/home).
1. Sign in to your AWS account, then open the Amazon S3 upload link generated specifically for your account.
**Note**
The link expires after ten days. It is generated specifically for the account that created the case. The link requires an authorized user from the account to perform the upload.
1. Choose **Add Files**, then select the identity documents related to your request.
1. Expand the **Permissions** section, and choose **Specify individual ACL permissions**.
1. At the end of the **Access control list (ACL)** section, choose **Add grantee**, then paste the key provided by AWS Support into the **Grantee** box.
1. Under **Objects**, choose the **Read** checkbox, then choose **Upload**.
After you provide the Letter of Agency (LOA), Support confirms with your existing phone carrier that the information on the LOA is correct. If the information provided on the LOA does not match the information that your phone carrier has on file, Support contacts you to update the information provided on the LOA.
# Outbound calling restrictions
## China
Chinese carriers are increasingly blocking international routes into China. The Amazon Chime SDK continues to support our existing customers, but all customers approved to call China must meet the following conditions:
### Eligibility criteria
**Unsupported use cases**
+ Short duration calls and alerting of less than 15 seconds.
+ High volume of calls, especially over a short period of time, using the same outbound caller ID (more than 5 calls per minute).
+ Any form of cold calling.
+ Any calls to invalid phone numbers. All numbers called must be validated as accurate.
+ Repeated calls using the same FROM and/or TO numbers.
+ Attempts to call China from any number that has not been pre-approved.
**Supported use cases**
+ Direct calls to known business entities, such as a hotel or IT support function.
+ Calling users who attempt to engage with your business, such as university placement schemes or product purchases.
### Data required for setup
Follow these steps to obtain permission to call Chinese telephone numbers (\$186):
+ Provide an exact and complete list of phone numbers used to call China.
+ The number must be a DID provided by the Amazon Chime SDK. No other number is acceptable.
+ The number cannot be a DID provided by Hong Kong, Macau, Taiwan, China, or Singapore.
**Note**
The above list may change at any time.
+ For each number, you must record an announcement that identifies the name of your business so that anyone calling the number will hear the recording and know what company is placing the call.
+ You must provide AWS with a detailed description of your use case for calling China, and you must confirm that you meet the eligibility criteria described in this topic.
### Consequences of violating the criteria
The Amazon Chime SDK has a zero-tolerance policy for calling into China. Amazon will suspend your Amazon Chime SDK account if you use the service for any of the restricted use cases listed above. Your Amazon Chime SDK administrators must communicate this policy to other members of your organization so that they are also aware of these restrictions. Ignorance of the rules is not an acceptable reason for a breach.
### Service assurance
If Chinese carriers block major international routes without prior warning and impact the ability to call China, the exclusions in the [ Amazon Chime SDK Service Level Agreement](https://aws.amazon.com/chime/chime-sdk/sla/) take effect.
# Country requirements for phone numbers
Outside the US, regulations often require a local address and specific identification documents in order to purchase and use a phone number. The address can be a business or personal address. The following tables list the countries that require identification. When you [request international phone numbers](request-intl-numbers.md) or you [port existing phone numbers](porting.md), the Amazon Chime SDK support works with you to submit the necessary documents.
**Note**
Make sure you provide the identities and addresses of the end-users who use your phone numbers.
**Topics**
+ [Australia](order-port-australia.md)
+ [Austria](order-port-austria.md)
+ [Canada](order-port-canada.md)
+ [Denmark](order-port-denmark.md)
+ [Finland](order-port-finland.md)
+ [Germany](order-port-germany.md)
+ [Ireland](order-port-ireland.md)
+ [Italy](order-port-italy.md)
+ [New Zealand](order-port-nz.md)
+ [Nigeria](order-port-nigeria.md)
+ [Puerto Rico](order-port-pr.md)
+ [South Korea](order-port-s-korea.md)
+ [Sweden](order-port-sweden.md)
+ [Switzerland](order-port-switzerland.md)
+ [United Kingdom](order-port-uk.md)
# Australia
The following tables list and describe the requirements for ordering and porting phone numbers in Australia.
**Ordering phone numbers**
[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/chime-sdk/latest/ag/order-port-australia.html)
**Porting phone numbers**
[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/chime-sdk/latest/ag/order-port-australia.html)
# Austria
The following tables list and describe the requirements for ordering and porting phone numbers in Austria.
**Ordering phone numbers**
[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/chime-sdk/latest/ag/order-port-austria.html)
**Porting phone numbers**
[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/chime-sdk/latest/ag/order-port-austria.html)
# Canada
The following tables list and describe the requirements for ordering and porting phone numbers in Canada.
**Ordering phone numbers**
[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/chime-sdk/latest/ag/order-port-canada.html)
**Porting phone numbers**
[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/chime-sdk/latest/ag/order-port-canada.html)
# Denmark
The following tables list and describe the requirements for ordering and porting phone numbers in Denmark.
**Ordering phone numbers**
[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/chime-sdk/latest/ag/order-port-denmark.html)
**Porting phone numbers**
[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/chime-sdk/latest/ag/order-port-denmark.html)
# Finland
The following tables list and describe the requirements for ordering and porting phone numbers in Finland.
**Ordering phone numbers**
[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/chime-sdk/latest/ag/order-port-finland.html)
**Porting phone numbers**
[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/chime-sdk/latest/ag/order-port-finland.html)
# Germany
The following tables list and describe the requirements for ordering and porting phone numbers in Germany.
**Ordering phone numbers**
[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/chime-sdk/latest/ag/order-port-germany.html)
**Porting phone numbers**
[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/chime-sdk/latest/ag/order-port-germany.html)
# Ireland
The following tables list and describe the requirements for ordering and porting phone numbers in Ireland.
**Ordering phone numbers**
[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/chime-sdk/latest/ag/order-port-ireland.html)
**Porting phone numbers**
[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/chime-sdk/latest/ag/order-port-ireland.html)
# Italy
The following tables list and describe the requirements for ordering and porting phone numbers in Italy.
**Ordering phone numbers**
[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/chime-sdk/latest/ag/order-port-italy.html)
**Porting phone numbers**
[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/chime-sdk/latest/ag/order-port-italy.html)
# New Zealand
The following tables list and describe the requirements for ordering and porting phone numbers in New Zealand.
**Ordering phone numbers**
[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/chime-sdk/latest/ag/order-port-nz.html)
**Porting phone numbers**
[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/chime-sdk/latest/ag/order-port-nz.html)
# Nigeria
The following tables list and describe the requirements for ordering phone numbers in Nigeria.
**Ordering phone numbers**
| Supported product types | Number types | ID requirements | Acceptable ID types |
| --- | --- | --- | --- |
| SIP Media Application Dial-In | Local | Yes | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/chime-sdk/latest/ag/order-port-nigeria.html) Foreign address acceptable. |
# Puerto Rico
The following tables list and describe the requirements for ordering and porting phone numbers in Puerto Rico.
**Ordering phone numbers**
| Supported product types | Number types | ID requirements | Acceptable ID types |
| --- | --- | --- | --- |
| Business Calling Amazon Chime SDK Voice Connector | Local | No | N/A |
| Toll-free | No | N/A | N/A |
# South Korea
The following tables list and describe the requirements for ordering phone numbers in South Korea.
**Ordering phone numbers**
| Supported product types | Number types | ID requirements | Acceptable ID types |
| --- | --- | --- | --- |
| SIP Media Application Dial-In | Toll-free | Yes | [\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/chime-sdk/latest/ag/order-port-s-korea.html) Address must be located in the country. |
# Sweden
The following tables list and describe the requirements for ordering and porting phone numbers in Sweden.
**Ordering phone numbers**
[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/chime-sdk/latest/ag/order-port-sweden.html)
**Porting phone numbers**
[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/chime-sdk/latest/ag/order-port-sweden.html)
# Switzerland
The following tables list and describe the requirements for ordering and porting phone numbers in Switzerland.
**Ordering phone numbers**
[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/chime-sdk/latest/ag/order-port-switzerland.html)
**Porting phone numbers**
[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/chime-sdk/latest/ag/order-port-switzerland.html)
# United Kingdom
The following tables list and describe the requirements for ordering and porting phone numbers in the United Kingdom.
**Ordering phone numbers**
[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/chime-sdk/latest/ag/order-port-uk.html)
**Porting phone numbers**
[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/chime-sdk/latest/ag/order-port-uk.html)
# Porting existing phone numbers
**Important**
Starting Friday, March, 01, 2024, Amazon Chime SDK phone number porting requests moved to the **Account and billing** section of the AWS Support Center console. To create a new support case for phone number porting, choose **Account and billing**, open the **Services** dropdown menu, and choose **Chime (Number Management)**.
In addition to provisioning phone numbers, you can also port numbers from your phone carrier into your Amazon Chime SDK inventory. This includes toll-free numbers. You can use ported numbers with Amazon Chime SDK Voice Connectors, and Amazon Chime SDK SIP media applications.
The following sections explain how to port phone numbers.
**Topics**
+ [Prerequisites for porting numbers](#porting-prereqs)
+ [Porting phone numbers into the Amazon Chime SDK](#port-in)
+ [Submitting required documents](#submit-required-docs)
+ [Viewing request status](#view-port-status)
+ [Assigning ported numbers](#assign-ported-numbers)
+ [Porting phone numbers out of the Amazon Chime SDK](#port-out)
+ [Phone number porting status definitions](#porting-status-definitions)
## Prerequisites for porting numbers
You must have the following in order to port numbers:
+ A Letter of Agency (LOA). You must have an LOA for US and international phone numbers. Download the [Letter of Agency (LOA) form](https://d1.awsstatic.com/whitepapers/AmazonChimeLOA.pdf) and fill it out. If you are porting phone numbers from different carriers, fill out a separate LOA for each carrier.
**Note**
A number of countries have documentation requirements for porting phone numbers. For more information, see [Country requirements for phone numbers](phone-country-reqs.md), in this guide.
+ Before you can port phone numbers for Amazon Chime SDK Voice Connectors, you must create a Voice Connector. For more information, see [Creating an Amazon Chime SDK Voice Connector](create-voicecon.md).
## Porting phone numbers into the Amazon Chime SDK
You create a support request to port existing phone numbers into the Amazon Chime SDK.
**To port existing phone numbers into the Amazon Chime SDK**
1. Open the Amazon Chime SDK console at [https://console.aws.amazon.com/chime-sdk/home](https://console.aws.amazon.com/chime-sdk/home).
1. In the navigation pane, under **Contact Us**, choose **Support**.
That takes you to the AWS Support console.
**Note**
You can also go directly to the [AWS Support Center](https://console.aws.amazon.com/support/home#/) page. If you do, choose **Create case**, then follow the steps below.
1. Under **How can we help**, do the following:
1. Choose **Account and billing**.
1. From the **Service** list, choose **Chime SDK (Number Management)**.
1. From the **Category** list, choose **Phone Number Port In**.
1. Choose **Next step: Additional information**.
1. Under **Additional information**, do the following
1. Under **Subject**, enter **Porting phone numbers in**.
1. Under **Description**, enter the following information:
For porting US numbers:
+ 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.
+ (Optional) If you want to port your BTN, indicate one of the following options:
+ **I am porting my BTN and I want to replace it with a new BTN that I am providing. I can confirm that this new BTN is on the same account with the current carrier.**
+ **I am porting my BTN and I want to close out my account with my current carrier.**
+ **I am porting my BTN because my account is currently set up so that each phone number is its own BTN.** (Select this option only when your account with the current carrier is set up this way.)
+ After you choose one of the options listed above, attach your Letter of Agency (LOA) to the request.
**For porting international numbers:**
+ You must use the SIP Media Application Dial-In product type for non-US phone numbers.
+ Type of number (Local or Toll-Free)
+ Existing phone numbers to port in.
+ Estimate usage volume
+ Country
1. From the **Phone number type** list, select **Business Calling**, **SIP Media Application Dial-In**, or **Voice Connector**.
1. Under **Phone number**, enter at least one phone number, even if you're porting multiple numbers.
1. Under **Porting Date**, enter the desired porting date.
1. Under **Porting Time**, enter the desired time.
1. Choose **Next step: Solve now or contact us**.
1. Under **Solve now or contact us**, choose **Contact us**.
1. From the **Preferred contact language list**, choose a language
1. Choose **Web** or **Phone**. If you choose **Phone**, enter your phone number. When finished, choose **Submit**.
AWS Support lets you know whether your phone numbers can be ported from your existing phone carrier. If you can, you need to submit any required documents. The steps in the next section explain how to submit those documents.
## Submitting required documents
After AWS Support says you can port phone numbers, you need to submit any required documents. The following steps explain how.
**Note**
AWS Support provides a secure Amazon S3 link for uploading all requested documents. Do not proceed until you receive the link.
**To submit documents**
1. Open the Amazon Chime SDK console at [https://console.aws.amazon.com/chime-sdk/home](https://console.aws.amazon.com/chime-sdk/home).
1. Sign in to your AWS account, then open the Amazon S3 upload link generated specifically for your account.
**Note**
The link expires after ten days. It is generated specifically for the account that created the case. The link requires an authorized user from the account to perform the upload.
1. Choose **Add Files**, then select the identity documents related to your request.
1. Expand the **Permissions** section, and choose **Specify individual ACL permissions**.
1. At the end of the **Access control list (ACL)** section, choose **Add grantee**, then paste the key provided by AWS Support into the **Grantee** box.
1. Under **Objects**, choose the **Read** checkbox, then choose **Upload**.
After you provide the Letter of Agency (LOA), Support confirms with your existing phone carrier that the information on the LOA is correct. If the information provided on the LOA does not match the information that your phone carrier has on file, Support contacts you to update the information provided on the LOA.
## Viewing request status
To use the Amazon Chime SDK console to view the status of your porting requests.
**To view the status**
1. Open the Amazon Chime SDK console at [https://console.aws.amazon.com/chime-sdk/home](https://console.aws.amazon.com/chime-sdk/home).
1. In the navigation pane, choose **Phone number management**.
1. Choose the **Orders** tab.
The **Status** column shows the status of your request.
The **FOC Date** column shows the expected Firm Order Commit date of your request.
The number and current port order status will also show in the **Inventory** and **Pending** tabs.
Support also contacts you with updates and requests for further information, as needed. For more information, see [Phone number porting status definitions](#porting-status-definitions), later in this section.
## Assigning ported numbers
After your existing phone carrier confirms that the LOA is correct, they review and approve the requested port. Then they provide Support with a Firm Order Commit (FOC) date and time for the port to occur.
**To assign numbers**
+
+ Assign Amazon Chime SDK Voice Connector numbers to your Voice Connectors.
+ For Amazon Chime SDK SIP Media Application Dial-In numbers, use SIP rules to assign numbers. For more information about SIP rules, refer to [Creating SIP rules](https://docs.aws.amazon.com/chime/latest/ag/create-sip-rule.html).
The phone numbers are not activated for use until after the Firm Order Commit (FOC) date is established, as shown in the following steps. For more information, see [Managing phone number inventory](phone-inventory.md) and [Creating an Amazon Chime SDK Voice Connector](create-voicecon.md).
Support contacts you with the FOC to confirm that the date and time works for you.
**Note**
The phone numbers cannot place or receive calls until you assign them.
On the FOC date, the ported phone numbers are activated for use with the Amazon Chime SDK.
## Porting phone numbers out of the Amazon Chime SDK
You can port US and non-US numbers out of the Amazon Chime SDK. You follow a different process for each type of number. Expand the following sections as needed to learn more.
### Porting out US numbers
You port numbers out of Amazon Chime by initiating a porting request with your winning carrier. When submitting information to your winning carrier, include your AWS account ID as the account ID associated with the phone number being ported.
When the porting process finishes and your winning carrier has the numbers, you must unassign and delete those numbers from your inventory. For more information, see [Unassigning Voice Connector phone numbers](unassign-numbers.md) and [Deleting phone numbers](delete-phone.md) in this guide.
**Important**
The ability to port numbers out depends on the winning carrier’s ability to accept those numbers.
Verifying the authenticity of the winning carrier's port-out request is critical for the security of your phone number. If the account details are not correct (for example, there's an account ID mismatch), your port-out request may be rejected, causing delays and requiring you to resubmit your request.
#### (Optional) Requesting a PIN to protect your number
For additional security, you can contact us to apply a PIN to your number. The winning carrier then uses that PIN. Follow these steps:
**To request a PIN**
1. Open the Amazon Chime SDK console at [https://console.aws.amazon.com/chime-sdk/home](https://console.aws.amazon.com/chime-sdk/home).
1. In the navigation pane, under **Contact Us**, choose **Support**.
That takes you to the AWS Support console.
**Note**
You can also go directly to the [AWS Support Center](https://console.aws.amazon.com/support/home#/) page. If you do, choose **Create case**, then follow the steps below.
1. Under **How can we help**, do the following:
1. Choose **Account and billing**.
1. From the **Service** list, choose **Chime SDK (Number Management)**.
1. From the **Category** list, choose **Phone Number Port Out**.
1. Choose **Next step: Additional information**.
1. Under **Additional information**, do the following
1. Under **Subject**, enter **Porting phone numbers out**.
1. Under **Description**, enter the following.
**I would like to assign a pin to my phone number: Pin: ABCD123 Phone Number: 1234567890**
**Note**
You must provide an alphanumeric PIN of 4 - 10 characters.
AWS Support associates a PIN with the phone number. When requesting the port with your winning carrier, provide your AWS account ID and PIN. We will use that information to validate any port requests received for your number.
### Porting out international numbers
The following steps explain now to port international numbers out of the Amazon Chime SDK.
**To port phone numbers out**
1. Open the Amazon Chime SDK console at [https://console.aws.amazon.com/chime-sdk/home](https://console.aws.amazon.com/chime-sdk/home).
1. In the navigation pane, under **Contact Us**, choose **Support**.
That takes you to the Support console.
**Note**
You can also go directly to the [AWS Support Center](https://console.aws.amazon.com/support/home#/) page. If you do, choose **Create case**, then follow the steps below.
1. Under **How can we help**, do the following:
1. Choose **Account and billing**.
1. From the **Service** list, choose **Chime SDK (Number Management)**.
1. From the **Category** list, choose **Phone Number Port Out**.
1. Choose **Next step: Additional information**.
1. Under **Additional information**, do the following:
1. Under **Subject**, enter **Porting phone numbers out**.
1. Under **Description**, enter any relevant data.
Support responds with the appropriate next steps. You receive responses based on your selected contact methods and any email addresses you entered for additional contacts.
When the porting process finishes and the phone numbers are ported to your new carrier, unassign and delete the phone numbers from your Amazon Chime SDK inventory. For more information, see [Unassigning Voice Connector phone numbers](unassign-numbers.md) and [Deleting phone numbers](delete-phone.md).
## Phone number porting status definitions
After you submit a request to port existing phone numbers into the Amazon Chime SDK, you can view the status of your porting request in the Amazon Chime SDK console under **Calling**, **Phone number management**, **Pending**.
Porting statuses and definitions include the following:
**CANCELLED**
Support cancelled the porting order because of an issue with the port, such as a cancellation request from the carrier or from you. Support contacts you with details.
**CANCEL\$1REQUESTED**
Support is processing a cancellation of the porting order because of an issue with the port, such as a cancellation request from the carrier or from you. Support contacts you with details.
**CHANGE\$1REQUESTED**
Support is processing your change request, and the carrier response is pending. Allow for additional processing time.
**COMPLETED**
Your porting order is completed, and your phone numbers are activated.
**EXCEPTION**
Support contacts you for additional details needed to complete the port request. Allow for additional processing time.
**FOC**
The FOC date is confirmed with the carrier. Support contacts you to confirm the date.
**PENDING DOCUMENTS**
Support contacts you for additional documents needed to complete the port request. Allow for additional processing time.
**SUBMITTED**
Your porting order is submitted, and the carrier response is pending.
# Managing phone number inventory
The information in the following sections explains how to provision and manage the phone numbers used with Amazon Chime SDK Voice Connectors, Amazon Chime SDK Voice Connector groups, and SIP media applications.
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.
**Topics**
+ [Assigning numbers to a Voice Connector or Voice Connector group](assign-to-cvc.md)
+ [Reassigning Voice Connector numbers](reassign-vc-numbers.md)
+ [Unassigning Voice Connector phone numbers](unassign-numbers.md)
+ [Reassigning phone numbers](reassign-numbers.md)
+ [Assigning phone numbers to SIP media applications](assign-sip-app.md)
+ [Viewing phone number details](view-number-details.md)
+ [Changing a phone number's product type](change-product-type.md)
+ [Changing a phone number's assignment type](change-assignment-type.md)
+ [Setting outbound calling names](calling-name.md)
# Assigning numbers to a Voice Connector or Voice Connector group
The following steps explain how to assign phone numbers to Amazon Chime SDK Voice Connectors and Voice Connector groups. Assigning numbers enables you to place calls.
You can assign individual numbers or groups of numbers to Voice Connectors and Voice Connector groups. The following sets of steps explain how.
**To assign individual phone numbers**
1. Open the Amazon Chime SDK console at [https://console.aws.amazon.com/chime-sdk/home](https://console.aws.amazon.com/chime-sdk/home).
1. In the navigation pane, under **Phone Numbers**, choose **Phone number management**.
1. On the **Inventory** tab, choose the phone number that you want to assign, then choose **Edit**.
1. (Optional) In the **Calling name** box, enter a name for the phone number.
1. Under **Product type**, ensure that **Voice Connector** is selected
1. Under **Assignment type**, choose **Voice Connector** or **Voice Connector group**, then do one of the following.
1. If you chose **Voice Connector**, open the **Voice Connector options** list and select a Voice Connector.
1. If you chose **Voice Connector group**, open the **Voice Connector group options** list and select a Voice Connector group.
1. Choose **Save**.
**To assign groups of phone numbers**
1. On the **Inventory** tab, select the check boxes next to the phone numbers that you want to assign.
**Note**
The phone numbers must have the **Voice Connector** product type. Also, check the **Status** column and make sure you only select unassigned numbers.
1. Choose **Assign**, and in the **Assignment Type** dialog box, choose **Voice connector** or **Voice connector group**.
1. Choose **Assign**, and in the **Assign phone numbers** dialog box, choose **Voice Connector** or **Voice Connector group**, then choose **Next**.
1. Select the Voice Connector or Voice Connector group, then choose **Assign**.
# Reassigning Voice Connector numbers
You can reassign phone numbers from one Amazon Chime SDK Voice Connector or Amazon Chime SDK Voice Connector group to another. The numbers must have the **Voice Connector** product type.
You can reassign individual numbers or groups of numbers, and the following steps explain how to do both.
**To reassign individual numbers**
1. Open the Amazon Chime SDK console at [https://console.aws.amazon.com/chime-sdk/home](https://console.aws.amazon.com/chime-sdk/home).
1. In the navigation pane, under **Phone Numbers**, choose **Phone number management**.
1. On the **Inventory** tab, select the phone number that you want to reassign.
1. Choose **Edit**.
1. Under **Assignment type** choose **Voice Connector** or **Voice Connector group**. **Next**.
1. Do one of the following:
1. If you chose **Voice Connector**, open the **Voice Connector options** list and select a new Voice Connector.
1. If you chose **Voice Connector group**, open the **Voice Connector group options** list and select a new Voice Connector group.
1. Choose **Save**.
**To reassign groups of phone numbers**
1. Open the Amazon Chime SDK console at [https://console.aws.amazon.com/chime-sdk/home](https://console.aws.amazon.com/chime-sdk/home).
1. In the navigation pane, under **Phone Numbers**, choose **Phone number management**.
1. On the **Inventory** tab, select the check boxes next to the phone numbers that you want to reassign, then choose **Reassign**.
1. In the **Reassign** dialog box, choose **Voice Connector** or **Voice Connector group**, then choose **Next**.
1. Select a Voice Connector or Voice Connector group, then choose **Reassign**.
# Unassigning Voice Connector phone numbers
The following procedures explain how to unassign phone numbers from Amazon Chime SDK Voice Connectors and Voice Connector groups. You can't unassign phone numbers used by SIP media applications. Instead, you delete the SIP rule. For more information about deleting SIP rules, refer to [Deleting a SIP rule](delete-sip-rule.md) in this guide.
**Note**
Unassigning numbers and deleting SIP rules disables the users' telephony capabilities. However, unassigned numbers remain available in your inventory, and you will be billed according to their product type.
**To unassign individual Voice Connector phone numbers**
1. Open the Amazon Chime SDK console at [https://console.aws.amazon.com/chime-sdk/home](https://console.aws.amazon.com/chime-sdk/home).
1. In the navigation pane, under **Phone Numbers**, choose **Phone number management**.
1. On the **Inventory** tab, choose the phone number that you want to unassign.
1. Choose **Edit**, and under **Assignment type**, choose **Voice connector** or **Voice connector group**.
1. Open the **Voice connector options** or **Voice connector group options** list and choose **None (unassign)**, the first option in the list.
# Reassigning phone numbers
After you assign a phone number to an Amazon Chime SDK Voice Connector or Voice Connector Group, you can reassign that number to another Voice Connector or group without having to unassign the number.
**To reassign a phone number**
1. Open the Amazon Chime SDK console at [https://console.aws.amazon.com/chime-sdk/home](https://console.aws.amazon.com/chime-sdk/home).
1. In the navigation pane, under **Phone Numbers**, choose **Phone number management**.
1. Select the checkbox next to the number that you want to reassign, then choose **Reassign.**.
1. In the **Reassign** dialog box, select **Voice Connector** or **Voice Connector group**, then choose **Next**.
1. Select the desired Voice Connector or Voice Connector group, then choose **Reassign**.
# Assigning phone numbers to SIP media applications
To assign phone numbers to SIP media applications, you add them to the SIP rules associated with the applications. For more information, see [Managing SIP media applications](manage-sip-applications.md).
# Viewing phone number details
You view the details of your inventory phone numbers for several reasons. For example, you can see the Voice Connector or SIP Media Application that a number is assigned to. You can also see if text messages are enabled.
**To view phone number details**
1. Open the Amazon Chime SDK console at [https://console.aws.amazon.com/chime-sdk/home](https://console.aws.amazon.com/chime-sdk/home).
1. In the navigation pane, under **Phone Numbers**, choose **Phone number management**.
1. On the **Inventory** tab, select the phone number that you want to view.
**Note**
You can also do the following:
Select the checkbox next to the phone number that you want to view.
Open the **Actions** list and choose **View details**.
# Changing a phone number's product type
If you have unassigned Amazon Chime SDK Voice Connector phone numbers, you can switch them from one product type to another.
**Note**
For non-US numbers, you must use the **SIP Media Application Dial-In** product type.
**To change product types**
1. Open the Amazon Chime SDK console at [https://console.aws.amazon.com/chime-sdk/home](https://console.aws.amazon.com/chime-sdk/home).
1. In the navigation pane, under **Phone Numbers**, choose **Phone number management**.
1. On the **Inventory** tab, select the phone number that you want to change.
1. On the **Details** page, choose **Edit**.
1. In the **Edit product type** dialog box, choose **Voice Connector**, or **SIP Media Application Dial-In**, then choose **Save**.
# Changing a phone number's assignment type
If you have unassigned Amazon Chime SDK Voice Connector, or Amazon Chime SDK SIP media application phone numbers, you can switch them from one product type to another.
**Note**
For non-US numbers, you must use the **SIP Media Application Dial-In** product type.
**To change assignment types**
1. Open the Amazon Chime SDK console at [https://console.aws.amazon.com/chime-sdk/home](https://console.aws.amazon.com/chime-sdk/home).
1. In the navigation pane, under **Phone Numbers**, choose **Phone number management**.
1. On the **Inventory** tab, select the phone number that you want to change.
1. On the **Details** page, choose **Edit**.
1. Under **Assignment type**, choose **Voice Connector**, or **Voice Connector group**.
Depending on your choice, the **Voice Connector options** or **Voice Connector group options** list appears.
1. Open the list and choose a Voice Connector or Voice Connector group.
1. Choose **Save**.
# Setting outbound calling names
You can assign calling names to the phone numbers in your inventory. This applies to toll-based numbers only, and excludes toll-free numbers. The names appear to recipients of outbound calls. You can update the names every seven days.
**Note**
When you use an Amazon Chime SDK Voice Connector to place a call, that call is routed through a public switched telephone network to the telephone carrier of the called party. Some carriers don't support caller ID names, and some carriers don't use the Voice Connectors' CNAM database. As a result, a called party may not see calling names, or they might see a calling name different from the one you set.
US carriers are increasingly blocking or labeling phone numbers that exhibit spam or fraud characteristics, such as high call volumes and short or unanswered calls. To reduce the risk of your calls being similarly categorized, consider registering your outbound calls with the [Free Caller Registry](https://www.freecallerregistry.com/fcr/#) service.
The following sets of steps explain how to add outbound calling names.
**To set an outbound calling name**
1. Open the Amazon Chime SDK console at [https://console.aws.amazon.com/chime-sdk/home](https://console.aws.amazon.com/chime-sdk/home).
1. In the navigation pane, under **Phone Numbers**, choose **Phone number management**.
1. On the **Inventory** tab, choose the number that you want to add the name to.
1. On the **Details** page, choose **Edit**.
1. In the **Calling name** box, enter a name. You can use up to 15 characters.
1. Choose **Save**.
Allow 72 hours for the system to add the name.
**To update a default calling name**
+ Repeat the procedure above. Allow 72 hours for the system to update the name.
# Deleting phone numbers
**Important**
You must unassign phone numbers before you can delete them. Do one of the following:
If you use a Voice Connector or Voice Connector group, you unassign the number. For more information, refer to [Unassigning Voice Connector phone numbers](unassign-numbers.md) in this guide.
If you use a SIP media application, you delete the SIP rule that contains the number. For more information, refer to [Deleting a SIP rule](delete-sip-rule.md) in this guide.
Deleting a number moves it your deletion queue where it's held for 7 days. During that time, you can move the number back to your inventory. After 7 days, the system automatically deletes the number from the holding queue and disassociates it from your account. That returns the number to the Amazon Chime SDK number pool. If you need to reclaim a number after the system deletes it from the holding queue, follow the steps in [Provisioning phone numbers](provision-phone.md), but be aware that the number may not be available.
**To delete unassigned phone numbers**
1. Open the Amazon Chime SDK console at [https://console.aws.amazon.com/chime-sdk/home](https://console.aws.amazon.com/chime-sdk/home).
1. In the navigation pane, under **Phone Numbers**, choose **Phone number management**.
1. On the **Inventory** tab, choose the number that you want to delete, then choose **Delete**.
1. In the **Delete phone numbers** dialog box, select the check box next to **I understand the impact of this action**, and choose **Delete**.
The system holds deleted phone numbers in the **Deletion queue** for 7 days, then permanently deletes them.
# 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**.
After the 7-day period, the deletion queue moves the numbers back into the number pool.
**To restore deleted phone numbers**
1. Open the Amazon Chime SDK console at [https://console.aws.amazon.com/chime-sdk/home](https://console.aws.amazon.com/chime-sdk/home).
1. In the navigation pane, under **Phone Numbers**, choose **Phone number management**.
1. Choose the **Deletion queue** tab, and select the phone number or numbers to restore.
1. Choose **Move to inventory**.
# Optimize your outbound calling reputation
When making outbound business calls, one of the most difficult tasks is understanding why customers don't answer calls when you dial out. Is the customer deliberately not answering, or are they busy on a work call or answering the door? For businesses it's impossible to know, but you can take action to help increase call success.
The following topics recommend ways to improve your outbound call answer rates.
**Topics**
+ [Step 1: Know your customer's preferred contact method](#know-customer-preferred-contact-method)
+ [Step 2: Brand your calls](#brand-your-calls)
+ [Step 3: Select caller IDs that mean something to your customer](#meaningful-callerid)
+ [Step 4: Make sure your campaign calls valid numbers](#call-valid-numbers)
+ [Step 5: Make outbound calls at optimal times](#optimal-times)
+ [Step 6: Monitor the reputation of your caller IDs](#monitor-reputation)
+ [Step 7: Use multiple numbers as a caller ID](#use-multiple-numbers)
+ [Step 8: Engage with App Vendors](#engage-in-app-vendors)
+ [Step 9: Add messaging to your outreach strategy to let customers know who you are](#add-messaging)
+ [Step 10: Validate your outbound calling strategy](#validate-calling-strategy)
## Step 1: Know your customer's preferred contact method
One of the biggest mistakes that businesses make is not knowing whether the customer wants to be contacted by telephone call. When the customer engaged with you, did you check whether they want to be reached by phone, e-mail, or text?
Businesses with multi-channel engagement outperform 70% on average compared to business without multi-channel engagement.
## Step 2: Brand your calls
By using call branding solutions, you can provide enhanced call displays that include your business name, logos, reason for the call, and your service. Branding your calls can increase call answer rates by 30%.
The Amazon Chime SDK and Amazon Connect partner with solutions providers such as First Orion and Neustar to offer branded calling services. To discuss the services directly with our partners, visit their websites:
+ [First Orion](https://firstorion.com/amazon-connect-branded-calling-now-available/)
+ [Neustar](https://www.home.neustar)
## Step 3: Select caller IDs that mean something to your customer
Not every business is the same. What works for some might not work for others. But there are correlations in how successful outbound campaigns are based on your caller ID. The following suggestions can help you create meaningful caller IDs:
+ **Area localization**. Use a caller ID in the same area as the prospect.
+ **City localization**. Use a caller ID in the same city as the prospect.
+ **Recognizable golden toll free numbers** such as 0800 123 0000.
## Step 4: Make sure your campaign calls valid numbers
Many businesses don't have a process for updating customer details. With people more mobile than ever, it's essential for businesses to update contact information. If customers don't answer your calls, we recommend using Amazon Pinpoint to [validate your phone numbers](https://docs.aws.amazon.com/pinpoint/latest/developerguide/validate-phone-numbers.html). The customer may no longer be at the phone number you are calling.
## Step 5: Make outbound calls at optimal times
Make sure that calls are placed at the best times. Generally speaking, don't call before 10:00AM or after 5:00PM, as people are at their busiest or need their quiet time. Customers should be called when it's a good for them, depending on their profile. This may mean that you call one customer around noon and another in the afternoon.
In addition, regulations such as TCPA (in the US) and OFCOM (in the UK) provide guidance on when not to call end customers. We strongly recommend that you abide by such regulations.
## Step 6: Monitor the reputation of your caller IDs
We recommend monitoring the reputation of your caller IDs through a service such as [Free Caller Registry](https://www.freecallerregistry.com/).
Even with the most legitimate outbound call campaigns, if you make enough calls, some people will flag your caller ID as spam. This can manifest in two ways:
1. **Automatic blocking**. Block lists are implemented on a vendor-by-vendor basis. For example, when a certain threshold of reports is reached with application providers such as [Hiya.com](https://www.hiya.com/) on Samsung devices, up to 20% of your prospects will become instantly unreachable.
1. **Complaints**. People can use numerous websites to complain about calls from specific caller IDs. A number of your prospects will search your caller ID online when you call them. If it has a bad reputation, they will be less likely to answer.
The fastest way to recover from a flagged caller ID is to switch to a new phone number. See the next step.
## Step 7: Use multiple numbers as a caller ID
Today, businesses typically embrace an intelligent, more efficient manner of dialing.
For example, one method uses multiple phone numbers when placing outbound calls. Customers are more likely to answer a call if they feel that they are not being called repeatedly by the same number.
## Step 8: Engage with App Vendors
One of the most difficult issues with the industry as it currently stands is that a large number of vendors provide in-app services to block calls. If one of these in-app services marks your number as spam, you have to pay the premium fees to remove your number from their spam list.
Some of the third party vendors are joining in partnership to increase call answer rates.
## Step 9: Add messaging to your outreach strategy to let customers know who you are
When calls go unanswered, you can use SMS to contact prospects. Try the following ideas to increase answer rates.
1. Before calling, send an SMS that tells the customer who you are and when you will call. Optionally, allow the customer to reschedule to a more convenient time.
1. If the prospect doesn't answer, send an SMS to allow them to reschedule the call or request a call back.
1. Use promotional offers or discounts that resonate with your prospects.
## Step 10: Validate your outbound calling strategy
By making data-driven decisions and continuously iterating, you'll have the best chance to deliver real business value. Treat each change to your outbound calling strategy as an experiment, and ensure you can measure and compare the effectiveness of your changes.
One of the best things with Amazon Connect is the service is readily available to experiment. You can establish a baseline, then compare any changes to help you to assess how you can succeed.
# STIR/SHAKEN for Amazon Chime SDK
Amazon Chime SDK follows the same standards and policies as Amazon Connect regarding STIR/SHAKEN attestation of outbound calls. For more information, see [Stir/Shaken attestation in Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/stirshaken.html) in the *Amazon Connect Administrator Guide*.