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Number Porting and Management Field Guide

Introduction

This document is designed to provide readers with a comprehensive understanding of Zoom Phone's number porting capabilities across all supported regions. Number porting allows you to move your existing numbers from your current provider to Zoom Phone or Contact Center, maintaining the numbers your customers already know while transitioning to Zoom's cloud-based telephony platform.

Understanding the porting process is essential for maintaining business continuity while transitioning to Zoom's platform. Each region has distinct requirements, documentation needs, and activation windows that must be followed precisely to ensure successful number transfers. This guide covers the porting process across North America, Latin America, EMEA, and APAC regions, along with post-porting number management and troubleshooting common issues that may arise during the process.

Need assistance? Visit our FAQ page for porting activation times, timeframes, and solutions to common issues.

How to Use this Document

This document is organized to provide information in a logical flow that makes understanding the porting process easier. Throughout this document, we have structured content in several ways:

  1. Regional organization - Each geographic region (US/Canada, South and Latin America, EMEA, APAC) has dedicated sections with region-specific requirements and procedures.

  2. Task-based sections - Content is organized by what you need to accomplish: Getting Started, regional porting processes, Managing Your Numbers, and Troubleshooting.

  3. Statement-answer format - Common questions and issues are presented as statements describing your situation, followed by comprehensive answers and solutions.

For example, when you see "The address on my porting order doesn't match my current provider's records," you immediately know this section addresses your situation, and the answer provides the exact steps to resolve the issue. We've included detailed requirements, step-by-step procedures, and comprehensive troubleshooting guidance to give you the most complete information available. Links to relevant support articles are provided throughout to give you access to the most current instructions for each process.

What You Need to Know Before Porting

Prerequisites

  • Number Management admin permissions

  • Zoom Phone or Zoom Contact Center license

  • Completed the Zoom Phone initial setup

  • Your account number from your current carrier (if applicable)

  • If it is a wireless number, your 4-digit PIN (required for all wireless ports)

Key Porting Concepts

The losing provider

This is your current service provider — the carrier you pay for the numbers. The name of the losing provider must always be listed on your porting LOA.

A DID/DDI (Direct Inward Dialing/Direct Dial Inward) block is a set of sequential numbers

A DID/DDI block is a set of sequential numbers, without any gaps or missing numbers. If the service phone provider has built your numbers as a DID/DDI block on their network, then they may only allow the numbers to be ported away as a DID/DDI block when you leave them.

Note

The term DID (Direct Inward Dialing) is primarily used in the United States, whereas DDI (Direct Dial Inward) is used primarily in the rest of the world.

A BYOC (Bring Your Own Carrier) number port moves existing BYOC numbers to native Zoom Phone

A BYOC to native port allows you to move pre-existing BYOC numbers from BYOC to Zoom Phone.

Different types of numbers can be ported

  • Local or geographic numbers: Zoom can generally port local numbers in supported countries. The ability to port also depends on whether our porting partners maintain valid interconnect agreements (ICAs) with the local carrier of record.

  • Toll-free or non-geographic numbers: Zoom can typically port toll-free numbers in the U.S., Canada, and certain other regions, subject to carrier arrangements and local regulations.

Additional Resources

For additional support or questions not covered in this guide, please contact the Zoom Porting team through the web portal or visit our support documentation.

Managing Your NumbersUS, Canada, and Puerto Rico PortingSouth America and LATAM PortingAPAC PortingEMEA PortingTroubleshooting and FAQ

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