Port In

Example ticket: https://desk.zoho.com/agent/ownerrez/ownerrez-inc/tickets/details/1019223000011780420 (Zoho #322760)

Video: https://www.loom.com/share/dd9ffdf3ab004b48b97cbf161a5e3468?sid=4a29fc69-c115-42c5-b713-a16ecea8f732

Tier 1:

Collect necessary info from customer by sending the /smsportnumber Text Blaze macro
Direct the customer to enable SMS and begin Brand registration. Billing will not start until they have at least one phone number registered (or ported), which will take place after Brand approval. If the customer doesn't have an approved brand, tell them to go ahead and submit their brand for approval before escalating. They need to have an approved brand before we can begin the porting process
Escalate to Tier 2 after all details are provided.

Tier 2:

Start port request in Twilio:
1. Go to “Phone Numbers > Port & Host > Port a Number”
2. Fill out the form and submit (this creates a ticket which you will need to monitor)
3. Review the ticket in the support center and add dev@ownerrez.com and tier2@ownerrez.com to cc's for visibility.
4. Monitor and maintain communication with Twilio to ensure all required information is supplied in a timely manner.
After Twilio provides a scheduled Port date
1. Communicate scheduled cutover time to customer (date, time and time zone)
2. Send the ticket to Tier 4 to do a direct DB insert for the new phone number.
  - Be sure to provide a link to the Twilio Phone Number in the Twilio console by heading to Twilio > Phone Numbers dropdown > Manage dropdown > Active Numbers. Search for the number and click into it once you've located it. This brings you to the URL you need to provide to T4, like so: https://console.twilio.com/us1/develop/phone-numbers/manage/incoming/PN8eddf4c09065c2206f89da3625e7ddf0/properties
3. If you don't find the screen you need in #2 above, you can also navigate in the Twilio Console to Twilio > Phone Numbers dropdown > Port & Host dropdown > Port in requests. Click on the appropriate port in request and click on the Properties tab. Copy the URL you need to provide to T4.

Tier 4:

Wait until the client's phone port completes, and then work through the following steps. Note: Twilio should email us with an expected completion date.

Insert a record into the database for the user like this one (add a +1 for the USA for the TwilioPhoneNumber and copy the user's company name or name to the customerName):

insert into TwilioPhone (UserId, Sid, TwilioPhoneNumber, FriendlyPhoneNumber, Name, AfterHoursShowIncomingNumber, ForwardingShowIncomingNumber, IsReleased, CreatedUtc, CreatedUserId)
values ({userId}, {PhoneSid}, {full unformated like +18438698000}, {friendly number like (843) 869-8000}, {customerName}, false, false, false, utc_timestamp, 1000);

Create a Guest record manually in the user's account and then update it with the ID of the TwilioPhone inserted above. The guest should be created using the regular OwnerRez guest creation interface, and should have the same name as our client.
```
update Guest set TwilioPhoneId = {twilioPhoneId} where Id = {newGuestId};
```

Update the user DefaultSmsPhoneId to the newly inserted record Id.

update User set DefaultSmsPhoneId = {twilioPhoneId} where Id = {userId};

On the Develop tab use "Explore products" to find Messaging and Phone numbers, pin them in the side bar for next time.
Go to Phone numbers | Active numbers to find the added number
Update the Phone Number in the Twilio Console and set the message and call TWIML APP to “OwnerRez Prod”
Go to Messaging Services and search by SID; search for the SID that can be found in OwnerRez for the user of the added number
Add the new number to the service by selecting "Sender pool" in the side bar and clicking "Add Senders".
Send back to Tier 2 to communicate that all is configured for the port to be completed at the scheduled time.

Twilio Phone Number Porting Process

Port In

Tier 1:

Tier 2:

Tier 4:

Port Out

Company

Features

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