How to Initiate a Port Order or Request New Numbers
Purpose
This guide provides a quick‑start process for initiating:
- Port orders (moving numbers to CallTower), or
- New number orders (DIDs or Toll‑Free numbers)
The goal is to ensure requests are:
- Sent to the correct inbox
- Submitted with complete and accurate information
- Not delayed due to intake or routing errors
This guide covers how to start the request correctly.
Who Should Use This Guide
This guide is intended for:
- Active (post‑implementation) customers
- Customers currently in implementation
- Internal teams assisting with number intake and routing
Start Here: Customer Status Matters
Before initiating a request, determine the customer’s status.
Customers Post‑Implementation
- May port numbers or order new numbers
- Requests are submitted using templates and email
Customers In Implementation
- Must continue sending port and DID requests directly to their assigned IPM
- Do not email Numbers@calltower.com or Support@calltower.com
Porting Numbers to CallTower
(Active / Post‑Implementation Customers)
Step 1: Complete the Porting Template
Include the following information:
Numbers & Configuration
- DIDs to port: 10‑digit format only (no spaces)
- CNAM: Maximum 15 characters (including spaces, no special characters)
Location Details
- Location Name
- Location Address (required for new locations)
Product
- CT Cloud SIP
- Global SIP
- Teams OC
- Teams DR
- WebEX CCP
- Cisco
- Other applicable product
Additional Information (if applicable)
- IP routing
- Existing trunks
- “Build Like” number
- SMS requirements
Requested Port Timing
- Requested Port Date: MM/DD/YY (Monday–Friday only)
- Requested Port Time:
- Monday–Thursday: 8:00am–5:00pm ET
- Friday: 8:00am–2:00pm ET
Required Documents & Additional Information
- ✅ LOA (Letter of Authorization)
- ✅ Most recent invoice or CSR from the current carrier
Non‑US Ports
- Additional documentation may be required, such as:
- In‑country LOA
- Proof of identity
- Business registration documents
- Port time cannot be selected for international ports; timing is set by country
Step 2: Email CallTower
Send your completed request to the correct inbox:
- New locations:
→ Support@calltower.com - Existing locations:
→ Numbers@calltower.com
Include:
- Completed porting template
- All required documents
The LNP Team will advise if additional information is required.
This email thread will be the primary communication method throughout the life of the port order.
Ordering New Numbers from CallTower
Step 1: Complete the New Number Template
Include the following:
Number Details
- City / State / Country
- Desired NPA / NXX
- Quantity requested
- Consecutive numbers: Yes or No
- (A $50 fee applies for consecutive Global orders)
CNAM
- Maximum 15 characters (including spaces, no special characters)
Location Details
- Location Name
- Location Address (required for new locations)
Product
- CT Cloud SIP
- Global SIP
- Teams OC
- Teams DR
- WebEX CCP
- Cisco
- Other applicable product
Additional Information
- Build‑like number
- Area code preference
- Other relevant notes
Step 2: Email CallTower
Send your completed request to:
- New locations:
→ Support@calltower.com - Existing locations:
→ Numbers@calltower.com
Include:
- Completed new number template
- Any required supporting documentation
The LNP Team will advise if additional information is required.
This email thread will be the primary communication method throughout the life of the order.
Important Notes & Common Pitfalls
- Do not combine new number orders and port requests in the same submission
- Ensure templates are fully completed before emailing
- Requests missing required details or documents may be delayed
- Always verify whether a new location is required before submitting
Final Note
Starting with the correct template, inbox, and customer status is the fastest way to ensure your number request is processed efficiently. Accurate intake prevents rework, delays, and unnecessary back‑and‑forth.