To complete the tasks in this article, you’ll need to be an administrator. Learn more about Teams administrator permissions.
If you already have numbers with another provider, you can bring them across to Microsoft Teams by submitting a porting request. This means you can keep your existing numbers while moving your calling services to Operator Connect.
Please note that any mismatch between your information and your previous provider’s records can delay or reject the port request.
Preparing for porting
To prepare for porting:
- Ensure you have correct information. Even small inaccuracies commonly cause delays or rejections.
- Prepare your Microsoft environment. If you are migrating from direct routing or a calling plan, make sure you have removed any licences and policies that may interfere with the porting process. For more information, see Setting up Operator Connect.
- Check Emergency calling details. Ensure the user has a valid emergency address assigned. For more information, see Setting up emergency calling.
- Ensure the user has a Teams Phone licence. Please see Prerequisites and licensing for Operator Connect.
Request number porting in My Account/Customer Hub
- Log in to:
- My Account (for UK customers)
- Customer Hub (for international customers).
- Under the Add new users tab, select Request to Add New Users.
- Select the requested countries, package, number of users/DDIs, then select Number porting required.
- Select Next Step.
- Input contact details if they differ from what is expected, inputting your contact number.
- Select Submit Enquiry.
Common issues that may need support
- Incorrect address or account name: These must match your previous provider’s records exactly, including spelling, punctuation, and formatting.
- Wrong Billing Telephone Number (BTN): If the BTN is incorrect or belongs to a different account, the port will be rejected.
- Numbers spread across multiple accounts: If your numbers are held under different accounts or contracts, you may need separate port requests.
- Ineligible number types: Mobile numbers, some non-geographic VoIP numbers, and numbers from unsupported regions cannot be ported to Operator Connect.
- Active features with your previous provider: Services like hunt groups, call forwarding, or complex routing may need to be removed before the port can complete.
Need help? Contact our support team.