How do I port my phone number that's registered in the US or Canada (+1 country code) in Amazon Connect?

Last updated: 2022-08-22

I am trying to port my US (+1 country code) numbers in Amazon Connect, but I am unsure of how to do this. How do I start the process for porting my numbers?

Resolution

Create a support case to port your numbers into Amazon Connect. Before you submit your case, determine if your number is a toll-free number (TFN) or a direct inward dial (DID) number. Toll-free numbers have an area code that begins with an "8" and that repeats the next two numbers. These TFNs include the following area codes:

  • 800
  • 833
  • 844
  • 855
  • 866
  • 877

If your number doesn't follow this pattern, your phone number is a DID number.

Note: This process is for phone numbers registered in the US or Canada. For all other numbers, see How do I port my phone number that's not registered in the US or Canada (+1 country code) in Amazon Connect?

Porting toll-free numbers

If you are porting toll-free numbers, include the following information when submitting your case to AWS Support:

  • Connect instance ARN where the number will reside
  • Toll-free number or numbers in E.164 format
  • (Optional) Exact name of the contact flow where the numbers must be mapped to after receiving porting approval
    Note: Specifying the contact flow information allows AWS Support to map the number to a contact flow when adding the number to the Amazon Connect instance. This helps to avoid downtime during the porting process. For information on mapping the number to a contact flow, see Associate a phone number with a flow.
  • (Optional) Copy of an invoice or bill with your current carrier, with sensitive information redacted
  • Preferred porting window timeframe
    Note: AWS Support will attempt to meet the window timeframe, but can't guarantee to meet it.

After AWS Support collects all additional information and completed forms from you, the information is submitted to our partner carrier. Then, the partner carrier submits the port request to the current carrier. If the current carrier accepts the request to port, your preferred porting window timeframe is considered.

The porting process takes from two to four weeks after all completed forms are submitted.

The porting process is completed on the scheduled date and time that AWS Support provides to you.

AWS Support informs you when the process is complete and successful porting has been verified. It's best practice for you to test the ported numbers by placing test calls to make sure that the attached contact flow is initiated.

Note: If there are any discrepancies between the information submitted by you and the current carrier's records, the current carrier will reject the porting request. AWS Support will reach out to you for the correct information, but this means that the porting process will be delayed.

Porting DID numbers

If you are porting DID numbers, include the following information when submitting your case to AWS Support:

  • Connect instance ARN where the number will reside
  • List of DID number or numbers in E.164 format
  • (Optional) Exact name of the contact flow where the numbers must be mapped to after receiving porting approval
  • Note: Specifying the contact flow information allows AWS Support to map the number to a contact flow when adding the number to the Amazon Connect instance. This helps to avoid downtime during the porting process. For information on mapping the number to a contact flow, see Associate a phone number with a flow.
  • (Optional) Copy of an invoice or bill with your current carrier, with sensitive information redacted
  • Preferred porting window timeframe
    Note: AWS Support will attempt to meet the window timeframe, but can't guarantee to meet it.

After AWS Support collects all additional information and completed forms from you, the information is submitted to our partner carrier. Then, the partner carrier submits the port request to the current carrier. If the current carrier accepts the request to port, your preferred porting window timeframe is considered.

The porting process takes from two to four weeks after all completed forms are submitted.

The porting process is completed on the scheduled date and time that AWS Support provides to you.

AWS Support will inform you when the process is complete and successful porting is verified. It's best practice for you to test the ported numbers by placing test calls to make sure that the attached contact flow is initiated.

Note: If there are any discrepancies between the information submitted by you and the current carrier's records, the current carrier will reject the porting request. AWS Support will reach out to you for the correct information, but this means that the porting process will be delayed.


Did this article help?


Do you need billing or technical support?