Steps to perform after porting numbers

Check List to test the Numbers after Porting

Verify the Number Porting Status

• Ensure that the porting process has been completed successfully and that the DID number is now active with the new provider. (need to confirm how they will update/advise)

Configure Routing

• Configure the routing on the queue(s) with the ported DIDs
• Configure any data tables to reflect the correct number (e.g. DNIS logic for MST.)

Test Incoming Calls

• Call the DID number from an external line (ideally from a different carrier or mobile number).
• Verify that the call is correctly routed to your phone system.
• Check the call connects to the right IVR flow (IVR, or an agent).
• Confirm with old provider or the client’s telephony team that the calls are not flowing through their system.

Test Outgoing Calls

• Dial a number from Queue and Ensure the call goes through, and you can hear the call recipient on the other end.
• Confirm that the correct Caller ID (your DID number) is displayed to the customer
• Test transfer to the number from another queue (if possible)

Check Call Quality

• Make test calls for both inbound and outbound ensure call is clear without any quality issue. If there are any issues may need to be addressed by your service provider.

Check Call Recordings

• If the client agrees, we will briefly open the queue and connect with the agent to check call quality, review recordings, and assess the CSAT survey.

Once we confirm that all tests are successful, ensure that everything is working as expected after porting the DID numbers.

Remove the old / Temp DIDs from routing and return to Genesys if no longer needed