# Port a current phone number to Amazon Connect Port your current phone number You can port your existing phone numbers to your Amazon Connect contact center. **Topics** + [Things to know before porting](things-to-know-before-porting.md) + [South Korean porting regulations for your Amazon Connect instance](porting-numbers-sk.md) + [Things to know about Thailand number porting](porting-numbers-th.md) + [Porting your phone numbers](porting-your-phone-numbers.md) + [After the porting process completes](porting-troubleshoot.md) # Things to know before porting a phone number to Amazon Connect Things to know before porting The topics in this section explain which numbers can be ported, how long it takes, and what fees you might incur. The following terminology is used in these topics: **Letter of Authorization** Letter of Authorization (LOA) is a legal document in which you assert to the carrier for Amazon Connect that you have the authority to port phone numbers from your current carrier to the carrier for Amazon Connect. Traditionally, this is a paper document requiring an actual signature. **Losing carrier** Also known as your current carrier. This is the carrier that currently owns your telephone number. The losing carrier reviews all information presented on the Letter of Authorization (LOA) and validates if it matches the information that they have on file for you. **Mutually agreed date and time** After the LOA has been approved by the losing carrier, the losing and winning carriers agree upon a date and time to perform the porting activity. **Phone number portability** Number portability allows you to transfer your telelphone numbers to other carriers. Carriers and countries may have unique processes and procedures required. **Winning carrier** Also the carrier for Amazon Connect. This is the carrier that the phone number is being ported to, and will own the phone number after the porting is completed. **Topics** + [What is phone number porting?](what-is-phone-number-porting.md) + [How much does it cost?](fees-for-number-porting.md) + [Can my number be ported?](what-numbers-can-be-ported.md) + [How long does it take to port numbers?](how-long-for-number-porting.md) + [Can I cancel a scheduled porting?](cancel-port-request.md) + [When do I cancel my current telecom service?](cancel-current-service.md) # What does it mean to port phone numbers to Amazon Connect? What is phone number porting? Porting a phone number is the process of moving a phone number from one telephony service provider, or carrier, to another. Many businesses and organizations already have a phone number that is advertised to their customers, so changing this number would be disruptive. If you port a phone number from your current carrier to Amazon Connect, you can keep using the same phone number for your contact center. This helps to eliminate the need to update your business contact information. ## Downtime and service disruption during the porting process The porting process requires the losing carrier to remove your number from their systems, the winning carrier to add your number to their systems, and for number routing to be updated. Most porting activities complete within 15-30 minutes, with possible call disruptions. To ensure that they have engineers available to troubleshoot issues, most losing carriers complete porting actions only during normal business hours. Carriers typically communicate a two-hour porting window to resolve any issues that could arise. For detailed information about available porting dates and times, see [Region requirements for ordering and porting phone numbers in Amazon Connect](phone-number-requirements.md) for your country or region. ## What happens to a number after it is ported What happens to a number after it is ported As long as you continue to pay for the phone number, and do not release it from your Amazon Connect instance, it stays assigned to your account, and you are billed accordingly. To release a phone number, follow the steps in [Release a phone number from Amazon Connect back to inventory](release-phone-number.md). When a phone number is released from your Amazon Connect instance: + You will no longer be charged for it. + You cannot reclaim the phone number. + Amazon Connect reserves the right to allow it to be claimed by another customer. If you move your contact center away from Amazon Connect, and want to port your phone number away from Amazon Connect, see [Port phone numbers away from Amazon Connect](port-away.md). # How much does porting a number to Amazon Connect cost? How much does it cost? Amazon Connect does not charge fees for porting numbers. Your existing carrier may have fees associated with the disconnection and early termination of your service. After a phone number is ported to Amazon Connect, standard pricing applies for [Amazon Connect service usage and associated telephony rates](https://aws.amazon.com/connect/pricing/). # Phone numbers that you can port to Amazon Connect Can my number be ported? Not all phone numbers can be ported. The ability to port a specific phone number depends on several factors. For example: + The regulations in the country or region of the phone number. + Agreements between the losing and winning carriers. + The type of phone number being ported. + Your service contract with your current service provider. To find out if a phone number that you currently own—whether local, mobile, or toll-free—can be ported to Amazon Connect: 1. See if your country or region supports number porting: [Region requirements for ordering and porting phone numbers in Amazon Connect](phone-number-requirements.md). 1. Then get started by [submitting an Amazon Connect support ticket for number verification](about-porting.md#step1-porting). ## Porting numbers purchased from other contact center providers Port numbers purchased from other contact center providers In most cases, you can port numbers that were purchased from other contact center providers. Confirm with your current contact center provider who holds the assignment to the number, and work with them to ensure the correct information is provided in the Letter of Authorization (LOA). ## Port short phone numbers Port short phone numbers Because of Telecom regulations in various countries or regions, the short phone number will need to be evaluated on a case-by-case basis. To verify if your phone number can be ported to Amazon Connect, [submit an Amazon Connect support ticket](about-porting.md#step1-porting). ## Port a number to one EU Region only Port a number to one EU Region only The Amazon Connect Regions of EU-CENTRAL-1 and EU-WEST-2 are symmetrical European Regions that offer the same carrier coverage for telephony. If a phone number cannot be ported to an instance in one of these Regions, then it cannot be ported to an instance in the other. If you had a phone number ported into the EU-CENTRAL-1 or EU-WEST-2 Regions, and want to move it to the other Region, [submit an Amazon Connect support ticket](about-porting.md#step1-porting) for assistance. The same is true for the North America Regions of US-EAST-1 and US-WEST-2. ## Port a subset of numbers from a block Port a subset of numbers from a block If you have a block of numbers, in some instances Amazon Connect can port a subset or portion of your phone numbers. In other cases, it is required by the carrier to port full block of phone numbers. If you want to port only a subset of the phone numbers you currently own to Amazon Connect, [submit an Amazon Connect support ticket](about-porting.md#step1-porting) to verify whether the phone numbers can be ported. We will verify the actions that can be completed and assist you with next steps. **Note** If you port only a subset of the phone numbers, you will still be liable for the remaining phone numbers with the original carrier and any associated fees. If your intent to is release the remaining phone numbers not being ported to Amazon Connect, we recommend waiting until the requested porting has been completed to avoid any disruptions to service. ## Letter of compromise Letter of compromise Before porting phone numbers, some customers ask for a letter of compromise stating that they will be allowed to move their phone numbers from Amazon Connect to another service, if their contact center moves. Because of Telecom regulations in various countries, the phone number will need to be evaluated on a case-by-case basis. To verify that your phone number can be ported to Amazon Connect, [submit a ticket to Amazon Connect support](about-porting.md#step1-porting) . # How long does it take to port phone numbers to Amazon Connect? How long does it take to port numbers? **Important** Porting requests for USA DID and toll-free numbers cannot be submitted more than 30 days in advance of porting date. For other countries, we recommend opening a porting request as far in advance of your pending go-live date as possible. The amount of time that it takes to port numbers depends on the country, complexity of the request, the type and quantity of numbers being ported, and your current carrier. Telecom carriers also may implement porting block days because of holidays and network maintenance. Because of this, Amazon Connect requires porting requests to be open several months before pending go-live dates. For a list of countries and their portability windows, see [Region requirements for ordering and porting phone numbers in Amazon Connect](phone-number-requirements.md). ## Inside the US and Canada Phone numbers in the US or Canada typically take between two to four weeks to port, after phone number portability has been verified, and all required documents are correctly submitted to the carrier. ## Outside the US and Canada Phone numbers outside the US and Canada require between two to six months to complete the full porting process. This includes: + Time for you to submit all the documents to AWS Support. + Time for the Amazon Connect service provider to verify whether they can port all of the phone numbers that you have requested. + Time for the losing provider to verify the provided documents. After all documents are verified by the losing provider, the losing provider and the Amazon Connect service provider will schedule a mutually agreed date to port the numbers to Amazon Connect. ## What affects porting timelines? Porting timelines can be negatively impacted when incorrect information is provided on the required Letter of Authorization (LOA). This causes the LOA to be rejected and resets the porting timelines. ## Port many numbers over multiple countries or carriers Complex porting requests have their own timelines. The timelines discussed elsewhere in this topic do not apply to complex porting requests. Complex porting requests for more than 10 distinct number ranges or 10 distinct locations are considered a project and require advanced coordination with your AWS Account team. If you are a Business or Enterprise customer, engage your Amazon Connect Solutions Architect (SA) or Technical Account Manager (TAM) for assistance in planning your number porting. To help make the process as smooth as possible, gather the following information before submitting a porting request: + Your most recent telephony bill from the carriers that currently service the numbers to be ported. + The country specific documentation required; see [Region requirements for ordering and porting phone numbers in Amazon Connect](phone-number-requirements.md). + The contact information for a central point of contact who can act on behalf of your organization in support of the porting requests. ## Can I choose the port date? **Important** The Amazon Connect service team supports porting phone numbers FROM 9am Monday in Sydney NSW, Australia Time, TO 5pm Friday in Seattle, WA, USA time. Depending on the country and carriers involved, you may be able to choose the porting date and time. In most cases, however, the losing carrier picks the date and time and communicates it to Amazon Connect based on their schedule. If you have a specific date and time you want to request, provide the information in your support case. We will work with our carrier to determine if they can support the requested date and time. **Note** Most carriers only support porting activity during their normal business hours. For detailed information about available porting dates and times for your country, see [Region requirements for ordering and porting phone numbers in Amazon Connect](phone-number-requirements.md). # Can I cancel a scheduled phone number porting in Amazon Connect? Can I cancel a scheduled porting? **Important** If you need to cancel or reschedule your porting, let us know immediately. Depending on the country of service, after a mutually agreed date and time has been provided it can be difficult to cancel. Because of the coordination required between carriers, Amazon Connect support requires a minimum of 5 business days notice to cancel or reschedule a porting request, if the number has not already been ported. If you need to cancel or reschedule your porting, let us know immediately. You cannot cancel a port after it has been moved to the RespOrg (Responsible Organization). The port is complete. For this situation, see [Revert phone numbers to your original carrier after porting to Amazon Connect](revert-porting-to-original-carrier.md). If a porting is successfully cancelled, timelines for the port schedule are reset and the carriers will need to identify another mutually agreed date and time. This will impact the overall timeline for porting your numbers. **Note** Please be advised that sometimes a porting request cannot be cancelled because of process automation, but Amazon Connect support will make every attempt possible to stop the request. # When do I cancel my current telecom service when porting numbers to Amazon Connect? When do I cancel my current telecom service? Do not cancel your existing telecom service until your phone numbers have been ported and confirmed working in Amazon Connect. Canceling your existing telecom service before your number is ported releases your phone number assignment, and may result in you losing the number. # Guidelines for porting phone numbers to your Amazon Connect project in South Korea South Korean porting regulations for your Amazon Connect instance Rules for South Korea differ from those in other countries. To help with requirements in South Korea, here are some helpful hints. + When planning your Amazon Connect project in South Korea one of the most important things you will need to do is plan and request information up front. To port numbers in South Korea, you may need to complete and submit more than 5 forms and you may need to engage with the local regulatory authority before approvals are granted to port numbers. + All geographic numbers (that is, other than toll-free, national, representative, or 070 VOIP) must be in place on a physical termination for a minimum of 6 months before they can be ported into Amazon Connect. However, if a number has been in place for a minimum of 3 months, you can port it by filing a special request with the Korean Ministry of Telecommunications; upon approval, the porting process can begin. Amazon Connect can provide you with the forms, but you must complete and submit them to the regulator directly. + All geographic, representative, or toll-free numbers (GRTFN) are assigned a 070 VOIP number to which the GRTFN terminates and which are associated with the GRTFN at the carrier. Do not remove this 070 number from your Amazon Connect instance until the related GFTN number is removed. If you do, all inbound and outbound calls will fail. + Representative numbers (RN) have minimum session billing requirements based on the "attractiveness" of the RN, as determined by the carrier. Representative numbers have different costs depending on the scale of the number. Based on the size of the representative number you order, the service will have from 2 channels to 500 channels minimum to be charged for. This is managed by adding a minimum number of numbers to the account, equal to the number of channels needed. These are shown on the [ Amazon Connect pricing](https://aws.amazon.com/connect/pricing/) page as the shared cost service at \$10.5433 per day of usage for the system. These additional shared cost number DIDs do not have the ability to be assigned call flows, and outbound calls from them will fail. If you disconnect RNs, be sure to also remove their associated Special Numbers to avoid future billing. Removal or reduction of Special Number DIDs without removal of the underlying RN is a violation of Amazon Connect Terms of Service. # Things to know about Thailand number porting Things to know about Thailand number porting Porting in Thailand differs from other countries. Instead of the number being able to directly moved to Amazon Connect, it’s necessary to route the calls from your current provider to Amazon Connect. To help plan for the process here are some helpful hints. + Numbers being ported in to Amazon Connect must be from E1 or SIP services only. + The E1 or SIP service, along with all associated numbers, must be routed to Amazon Connect's provider's network first. Amazon Connect will help coordinate this. Based on your configuration this may involve additional charges to your current provider or Amazon Connect's provider to support the re-routing. + Once the E1 or SIP service has ported to Amazon Connect's provider selected numbers from the service can be activated for use on Amazon Connect. Once activated the numbers will use Amazon Connect for both inbound and outbound calling. # Porting your phone numbers from your carrier to Amazon Connect Porting your phone numbers Porting phone numbers from your existing carrier to Amazon Connect is a multi-step process. It's important to get started several months in advance of your scheduled go-live date, and have all of your documentation in order. **Topics** + [How to port your numbers to Amazon Connect](about-porting.md) + [ # Documentation requirements for porting numbers to Amazon Connect ](porting-documentation-requirements.md) + [How to verify flows before numbers are ported](verify-flows-before-porting.md) # How to port your numbers to Amazon Connect How to port your numbers to Amazon Connect 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. **Documentation requirements**: For a list of country-specific requirements for porting numbers, see [Region requirements for ordering and porting phone numbers in Amazon Connect](phone-number-requirements.md). ## Step 1: Create an Amazon Connect support case **Important** If you are porting multiple numbers from different carriers and countries, submit separate tickets for each set of phone numbers to be ported from different carriers and different countries. This streamlines communications, tracking, and the LOA process. 1. Choose [Account and billing](https://console.aws.amazon.com/support/home#/case/create?issueType=customer-service&serviceCode=service-connect-number-management) to access a pre-populated form in the AWS Support console. You must be signed in to your AWS account to access the form. 1. For **Service**, **Connect (Number Management)** should be selected, as shown in the following image. ![\[The create case page completed for a porting request.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/porting-support1.png) 1. For **Category**, choose **Number Porting North America (US/Canada/Mexico)** or **Number Porting Non-North America**. 1. Select the required severity. 1. Choose **Next step: Additional information** 1. On the **Additional information** page: 1. Enter the subject. 1. Under **Description**, include the following: + Amazon Connect instance ARN. For instructions about how to find it, see [Find your Amazon Connect instance ID or ARN](find-instance-arn.md). If you provide the ARN for a development instance instead of a production instance, you can self-move the phone numbers across instances only if the instances are in the same Region and same AWS account. For limitations and instructions, see [Move an Amazon Connect phone number across instances](move-phone-number-across-instances.md). + Phone number. Use E.164 format for example: [\$1][country code][phone number including area code]. If you are porting more than one phone number, provide at least one of the phone numbers you are porting. + Exact name of the [flow](connect-contact-flows.md) where the numbers must be [mapped](associate-claimed-ported-phone-number-to-flow.md) after receiving porting approval. + Porting Date (yyyy-mm-dd). **Important** Porting requests for USA DID and toll-free numbers cannot be submitted with more than 30 days notification. + Porting time (hh:mm AM/PM Timezone - 12 hour clock) + Your current carrier + The contact information for the person authorized to make changes to your current phone service. **Important** Do not attach any documents that contain personal information. After we review your case, we'll send you a link to our secured storage (Amazon S3) so you can submit required documents. This is described in [Step 3: Submit the required documents by using a link we provide to you](#step3-porting). 1. Choose **Next step: Solve now or contact us**. 1. On the **Solve now or contact us** page: 1. Choose the **Contact us** tab and select your **Preferred contact language** and your preferred contact method. 1. Choose **Submit**. 1. The Amazon Connect team will review your ticket and get back to you. ## 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 in Amazon Connect](phone-number-requirements.md). ### How to complete an LOA All portings require the completion of a Letter of Authorization (LOA). The LOA authorizes your current carrier to release your number and allow it to be ported. + A separate LOA is required for numbers from each losing carrier. To complete an LOA, provide the following information: + The numbers to port. + Information about your current carrier, such as their business name and contact information. + Contact information for the person authorized to make changes to your phone service. The name, address, and information you provide on the LOA must match the information on file with your current carrier exactly. To help ensure the porting process goes smoothly, include a copy of the Customer Service Record (CSR) or latest phone bill from your carrier. This will have your name, address, and related telephone numbers on it. Check that the information on your LOA matches your CSR **exactly**. + If you have any questions regarding specific details about your current service, consult with your current carrier to ensure the data is accurate. This will minimize the risk that the LOA is rejected. **Important** Your LOA form must meet the following criteria: It must be legible: clearly written or typed. It must list your company name, the company address, and contact name. This information must match what is on the current carrier's CSR. It must include a traditional handwritten signature: a physical paper documented signed with pen and ink, also known as a wet signature. Most carriers will reject an electronic or printed signature. It must be dated within the last 15 days. If you also want to port toll-free numbers, it must include them as well. Up to 10 toll-free numbers can be listed on the LOA. If you are requesting more than 10 phone numbers be ported, a spreadsheet is required to be attached. Specify "See Attached" on the LOA where the phone numbers would be listed. It must include only those telephony numbers that belong to the same current carrier and in the same country. If you have multiple current carriers and countries, you will need to submit multiple LOAs. To further minimize the risk of having your LOA rejected, see [Common reasons why carriers reject an LOA](porting-documentation-requirements.md#why-port-request-rejected). ## Step 3: Submit the required documents by using a link we provide to you After the Amazon Connect team 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 required documents** 1. Open the Amazon Connect console at [https://console.aws.amazon.com/connect/](https://console.aws.amazon.com/connect/). 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 documents required for 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 Authorization (LOA) and any other required documents, Amazon Connect team 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, Amazon Connect team contacts you to update the information provided on the LOA. ## Step 4: 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 and time." + You should validate that the "mutually agreed date and time" is correct. **Important** If your LOA contains multiple phone numbers, some numbers may be given different "mutually agreed dates." Check the status and dates/times for each one. 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 in Amazon Connect](phone-number-requirements.md). ## Step 5: Validate number(s) in the instance, 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: 1. Log into your Amazon Connect admin website and validate that your phone number(s) are listed. For instructions, see [List or export to a CSV the phone numbers claimed to your Amazon Connect instance](list-claimed-phone-numbers.md). 1. [Associate the phone number to the desired flow](associate-claimed-ported-phone-number-to-flow.md) 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 flows, let us know in your support request. **Important** It is expected that you or your partner associate your phone number to the flow. If you want AWS Support to do this on your behalf, note this in your support ticket. You must specify the flow name/ARN to be matched to each phone number. You or your partner must validate that the correct flow has been associated with each phone number. 1. [Submit a service quota request](amazon-connect-service-limits.md) 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 6: 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 and time, perform the following steps: + Double-check that the activities listed in [Step 5](#step4-porting) have been completed: 1. Verify that the number(s) you had ported are in the requested Amazon Connect instance, and they have been assigned to the appropriate flow. 1. 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 1. 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. 1. After we have completed our testing, we will notify you and ask you to verify the successful completion of the porting. # Documentation requirements for porting numbers to Amazon Connect The Letter of Authorization (LOA) is an industry standard document type used by carriers to authorize the transfer of a phone number from one carrier to another. In many cases, the LOA is specific to the country or region, carrier, or porting relationship between the losing and winning carriers. If your number can be ported, the Amazon Connect team will provide you with the following: + An LOA form appropriate for the situation. + A link to a secure Amazon S3 storage so you can upload the LOA and any other required documents. For more information, see [How to complete an LOA](about-porting.md#how-to-complete-loa). Additionally, regulations in some countries require a local business address and specific documentation to use a phone number. For country specific requirements, see [Region requirements for ordering and porting phone numbers in Amazon Connect](phone-number-requirements.md). If this is required, we will ask for this information to be submitted with the completed LOA. ## Common reasons why carriers reject an LOA Common reasons why carriers reject an LOA There are four common reasons that an LOA may be initially rejected by the losing carrier: + Unsatisfactory business relationship This usually means that you have an unpaid balance or the carrier charges a port away fee. After you pay the bill or fee to your carrier, we will resubmit the port request. + Name or address mismatch The information you submitted on your Letter of Authorization (LOA) is different from what's on file with your carrier in their Customer Service Record (CSR). To fix this, contact your existing carrier to update your CSR information, obtain the correct CSR information, or both. Let us know when they update your information and we will resubmit the port request. Or, send us a new LOA with the correct information as provided by your existing carrier. + Number cannot be ported We will work with all Amazon Connect carriers in a Region to support the porting of your numbers. In some cases, however, specific numbers may not be portable because of regulatory restrictions or carrier limitations. In these situations, consider claiming a new number from Amazon Connect. + Missing information One or more fields have been left blank on the LOA. This may include a missing signature, phone number, address information, or other requested information. Review all LOAs before submitting them to ensure that you have filled out all requested data. After the LOA is updated with all the required information, we will resubmit the port request. # Verify flows before porting numbers to Amazon Connect How to verify flows before numbers are ported We recommend that you test your call flows before the mutually agreed date and time of porting. If you would like to test your call flows, we recommend that you claim a direct inward dial (DID) or toll-free phone number available within Amazon Connect and assign it to the call flow for testing. When you are done testing, you can release the number from your instance so you will no longer be charged for it. For instructions, see [Release a phone number from Amazon Connect back to inventory](release-phone-number.md). Until you release the number, you are charged the daily rate associated with claiming a phone number and the per minute rate for telephony minutes used. For more information see the standard pricing for [Amazon Connect service usage and associated telephony rates](https://aws.amazon.com/connect/pricing/). # Troubleshoot issues after porting phone numbers to Amazon Connect After the porting process completes After you have ported your numbers to Amazon Connect, use the topics in this section to troubleshoot issues, or to release numbers you no longer need after porting. **Topics** + [What to do if the ported number isn't receiving calls](not-receiving-calls-after-porting.md) + [Release ported numbers you no longer need](release-ported-numbers-you-do-not-need.md) + [Revert to original carrier after porting](revert-porting-to-original-carrier.md) + [Port numbers away](port-away.md) # Not receiving calls on the phone number ported to Amazon Connect What to do if the ported number isn't receiving calls After the scheduled porting window has completed, if you are not receiving phone calls on the ported phone number, update your support ticket. We will troubleshoot with our carrier to verify the porting status and identify the next steps to resolve issue. Amazon Connect and our carriers make every effort to ensure number porting occurs with minimal downtime and without issues. In most cases, the losing carrier is responsible for initiating the number porting and releasing your number to the winning carrier. In rare situations, a number routing issue can occur, resulting in calls not arriving to Amazon Connect from the carrier. # Release numbers that you ported to Amazon Connect that you no longer need Release ported numbers you no longer need You do not have to keep phone numbers assigned to your Amazon Connect instance. When a phone number is released from your Amazon Connect instance: + You will no longer be charged for it. + You cannot reclaim the phone number. + Amazon Connect reserves the right to allow it to be claimed by another customer. **To release a phone number** 1. Log in to Amazon Connect admin website with an Admin account or a user account that has **Phone numbers - Release** security profile permission. 1. On the navigation menu, choose **Channels**, **Phone numbers**. This option appears only if you have the **Phone numbers - View** permission in your security profile. 1. Choose the phone number you want to release, and then choose **Release**. This option appears only if you have the **Phone numbers - Release** permission in your security profile. If the phone number is associated with a flow, that flow will be deactivated until another number is associated with it. When customers call the phone number you have released, they will get a message that it is not a working phone number. # Revert phone numbers to your original carrier after porting to Amazon Connect Revert to original carrier after porting To complete the porting, the losing and gaining carriers both make configuration changes to pass the phone number ownership. After the porting is complete, the gaining carrier has sole control of the phone number. To move the phone number again, you must complete a new LOA and any required documentation. # Port phone numbers away from Amazon Connect Port numbers away 1. Choose [Account and billing](https://console.aws.amazon.com/support/home#/case/create?issueType=customer-service&serviceCode=service-connect-number-management&categoryCode=phone-number-port-out) to go to the pre-populated form in the AWS Support console. You must be signed in to your AWS account to access the form. 1. For **Service**, *Connect (Number Management)* should be selected. 1. For **Category**, *Phone Number Port Out* should be selected. 1. Select the required severity. 1. Choose **Next step: Additional information** 1. On the **Additional information** page: 1. Enter the subject. 1. Under **Description**: 1. Let us know you're porting away. 1. The name of your Amazon Connect instance and the numbers you are porting away. 1. The name of your new carrier. 1. Choose **Next step: Solve now or contact us**. 1. On the **Solve now or contact us** page: 1. Choose the **Contact us** tab and select your **Preferred contact language** and your preferred contact method. 1. Choose **Submit**. 1. The Amazon Connect team will review your ticket and get back to you. Here's what happens next: 1. AWS Support contacts you, indicating that you should begin the process with the winning carrier. 1. The winning carrier will request that you provide them with following information: + Proof of ownership of the numbers you want to port away. Provide them with screenshots of the Amazon Connect instance with the phone numbers you want to port away, and screenshots of your AWS bill. + Usually the winning carrier will require a LOA (Letter of Authorization) that you need to complete. It's important that you provide the correct contact details from your AWS bill. 1. The winning carrier will send the request to AWS Support. 1. AWS Support will verify that the request from the winning carrier matches the information we have about who owns those numbers. If all details match **exactly**, we will approve the request. **Important** Verifying the authenticity of the winning carrier's port-out request is critical for the security of your phone number. If the contact details are not correct (for example, there's a name mismatch), your port-out request may be rejected, causing delays and requiring you to resubmit your request. 1. The winning carrier will complete the port-out request on the date and time that you establish with them. Work with the winning carrier to complete the remainder of the port-out process to ensure a seamless transition.