Overview

Once a port request has been confirmed and a port date is set, there is a window between confirmation and completion during which preparation work can -and should -occur in the portal. This guide covers what to do before the port date, on the port date, and after the number lands in the inventory.

Before the Port Date

Set up the domain using a temporary number

You do not need to wait for a number to port before building the customer's domain. Request a temporary DID from inventory and use it to create users, call queues, auto attendants, and time frames in advance. This allows the customer to be fully configured and ready to go live the moment the port completes.

To request a temporary placeholder number, open a support ticket or use an available number in the domain's inventory.

Tip: Let the customer know their temporary number is for setup purposes only and that their real number will replace it on the port date.

Use the Enable/Disable Date to pre-stage the ported number

When the ported number arrives in inventory, you can add it to the domain immediately using the Enable DID option and set an Enable Date matching the confirmed port date. This means the number will activate automatically on the port date without requiring manual action.

To configure this:

1. Navigate to the domain's Inventory page
2. Click Add Phone Number
3. Enter the porting number
4. Check Enable DID and set the Enable/Disable Date to the confirmed port date
5. Click Save

Note: The number must already be in your inventory before it can be added to a domain. If it is not yet visible, check with the ports team on timing.

Emergency endpoints and pre-port numbers

The portal only allows emergency endpoints to be created using numbers that are already active in inventory. If the porting number is not yet present, use the temporary number as the emergency endpoint placeholder. Once the port completes and the number is active, update the emergency endpoint to the correct number.

Failing to update the emergency endpoint after porting will result in a 911 mismatch. Add a task or note to your port checklist to update this on port day.

Configure routing ahead of time

All call routing, auto attendants, time of day rules, call queues, and voicemail can be built and tested against the temporary number before the port date. On port day, the only change needed is reassigning the DID from the temporary routing to the production setup.

On the Port Date

Confirm the port with the ports team

Port dates are confirmed by the ports team and a notification is sent when the number has transferred. Do not make routing changes until you receive confirmation that the port is complete.

What to expect during the transfer window

During an active port there may be a brief period where the number can place outbound calls but not receive inbound calls, or where service is temporarily interrupted. This is normal. Advise customers in advance so they are not alarmed by a brief interruption.

For landline ports, this window is typically 15 to 30 minutes.

Update the routing on port day

Once the port is confirmed:

1. Navigate to the domain's Phone Numbers inventory
2. Assign the newly ported number to the correct destination (user, auto attendant, call queue, or time of day rule)
3. Remove or reassign the temporary number if it is no longer needed
4. Update the emergency endpoint from the temporary number to the ported number
5. Update any night mode or star code toggles (e.g. *85) that were previously mapped to the temporary number
6. Test an inbound call to confirm routing is correct

Communicate the cutover to the customer

Send a brief confirmation to the customer once the port is complete and routing is live. Include:

• Confirmation the number is active
• Confirmation the emergency endpoint has been updated
• A reminder to test calling in from an external number

Carrier-Specific Timelines

Bell MTS note: Bell MTS ports in Manitoba are more likely to require exact address matching and account verification. Even minor variations in how the service address is recorded (e.g. "St." vs "Street") can cause a rejection. Always request a copy of the customer's most recent Telecom invoice before submitting.

For a full list of rejection reasons and how to resolve them, see

Canadian Phone Number Portability: Port Request Rejection Reasons and Actions.

Common Questions

Can I add a user to a domain before the number is ported?
Yes. Use a temporary DID from inventory to create the user. The user can be fully configured, test-called, and ready to go before the port date. Swap the number after the port completes.

Can I check the status of a port in progress?
Port status updates are sent by email to the contact on the port request. If you need a real-time status check, open a support ticket with the port request number and the ports team can provide an update.

What if the customer's number is still ringing to the old provider after the confirmed port date?
This can indicate a carrier propagation delay, typically resolving within a few hours. If it persists beyond 4 hours after the confirmed completion time, escalate to the ports team with the port request number and the confirmed completion notification.

What if a call to the ported number plays dead air or goes to a generic message?
The number may have landed in inventory but not yet been assigned to a destination in the portal. Check the domain's Phone Numbers inventory and confirm the number is assigned to the correct user, auto attendant, or call queue