Requesting a 0ABJ number port (Japan)

A number port lets you move your existing number from one Telecommunications Service Provider to Zoom Phone.

Requirements for requesting a number port

• Completed compliance, business address, or Know Your Customer (KYC)
• Available Global Phone licenses equivalent to the quantity of phone numbers to be ported:
  • For Zoom Phone: Global Phone licenses
  • For Contact Center: Zoom Global Phone Number license
• Completed the initial Zoom Phone account setup

How to request a 0ABJ number port

1. Download and complete the required documents.
   Note: The LOA and porting form needs to be completed in Japanese double-byte characters, and we will require some information in both Kanji and Katakana characters.
   
   • LOA
   • LOA Japanese sample
   • Porting sheet
2. Submit your order here and follow the steps below:
   
   • Please select your request type: Zoom Phone Number Porting
   • Product (Optional): Select Zoom Phone Or Zoom Contact Center.
   • Type of issue: New Number Port
   • Porting Country: (Select Japan)
   • Porting Number Quantity: (Select the range of quantity of numbers to port)
   • Subject: New Number Port
   • Description: Please provide additional details if needed.
   • Attachments:
     • Completed and signed LOA (hand-signed or digital signature)
     • Completed Porting Sheet
     • Copy of your recent invoice from your service provider.
3. Zoom will review and confirm receipt of the request and provide an update as the order progresses.
4. Zoom will request that your current service provider validate the information on the Porting Sheet, as the transfer request is also dependent on your current service provider.
   Your request will either be approved or rejected:
   • Rejected: If rejected, Zoom will inform you that your porting request was unsuccessful. Rejection can occur due to a variety of reasons. The Zoom porting team will provide you with the cause and how to resolve the rejection (which may require you to contact your current carrier to resolve the issue).
     Note: This may add an undetermined amount of time to your porting request.
   • Approved: If approved, Zoom will inform you that your porting order has been approved with a date for when your number will be transferred to Zoom, and the numbers will be available on or before the day of port for you to manage in the Zoom web portal.

General LNP guidelines

• The information you provide must match what is on record with your current provider.
• Phone numbers to be transferred must be listed in the LNP form rather than as attachments unless otherwise permitted.
• Number portability checks can only be carried out once the order is submitted. There may be times when providers advise that numbers as non-portable.
• You may experience some loss of service to incoming calls during the port activation window while the porting numbers are in progress.
• LNP activation outside working hours, weekends, local holidays, and the end of the month is not supported.
• To avoid unnecessary delay in the porting process, Zoom requires the KYC process to be completed before ported numbers can be activated.
• LNP requests can only be canceled 3 business days before the scheduled cut-over date.
• The list below provides an overview of the supported provider/service combinations for which 0ABJ numbers are eligible for LNP.

Additional LNP guidelines for the following service providers

• LNP orders for the service providers below can only be canceled 5 business days before the scheduled cut-over date.
  • Otoku-Hikari
  • Otoku-line
  • Unitalk
  • Dialpad
• Expect service disruption from the day before the cut-over date. The service disruption window is from 5:00 PM - 11:00 AM (next day) local time (could be extended, depending on the complexity of the order).
• Additional caveats:
  • Otoku-line (Dial-In Service)
    • All phone numbers must be included in the LNP order.
  • Otoku-line (Biz Dial Service)
    • Direct LNP to Zoom is not supported.
    • The Phone number must be ported (LNP) to another donor provider; only then can Zoom start the LNP order.

LNP scenarios

In Japan, telephone numbers can be part of a group consisting of one parent (also known as main) number and one or more child numbers. The child numbers need to be listed in the LNP form.

The following scenarios are to be considered when submitting a port-in request:

Donor carrier table

LNP lead times

Lead times to port phone numbers in Japan are dependent on the regulatory requirements and the responsiveness of the suppliers in the chain. The process is also reliant on the accuracy of the information provided. We will always keep you advised as the order progresses.

• Porting time frame may take up to 15 business days (dependent on order quantity and complexity).
• Porting activation/completion has a fixed time window from 09:00 am to 2:00 pm Local Time, Monday to Friday, except for the following Service providers as mentioned here.
  • Dialpad
  • Unitalk
  • Otoku Hikari

Note: On the day of transfer, you may experience some loss of service to incoming calls during the port activation window while the numbers are being ported from the old carrier. Porting can take place sooner or later than the lead times and the porting activation window quoted.

LNP frequently asked questions

How long until we receive an update from the carrier after the order submission?

A response may take up to 5 business days. Status inquiry can only be requested on the 6th business day from the submission date.

Why will it take so long to complete my LNP order?

The LNP lead time is dictated by the business rules of each donor carrier within the framework of government regulation. LNP lead time is based on the complexity of the port request. Your current service provider may require a greater level of validation and back-office work related to your LNP order. Zoom strives to get a response from the losing service provider with enough time for our customers to prepare for the day of LNP activation, and the lead time indicated allows us to accomplish a schedule that accounts for our customers’ needs.

Why is the quantity of phone numbers per order limited?

National LNP infrastructure is in its infant stage; thus, carriers are still working on improving individual systems. We are optimistic that the quantity will increase as the infrastructure matures.

How do I check the status of my current LNP order?

You will see the status of your phone number in the unassigned tab of your Zoom Phone online account. One (1) working day after you successfully submit the LNP order, it will show as Pending Numbers. You will also receive notifications every 4 working days or as soon as relevant updates are available.

Can we add or remove numbers to an existing LNP order?

Yes, but this will set the order back to day 1. To amend (adding/removing numbers, change of LNP information) the LNP, the order is required to be canceled and submitted as a new LNP order, which will set the whole process back to day 1.

My order already has an LNP cut-over date. Can we move it to an earlier date?

No. Expedites are not possible and are not industry-supported.

Why can't I schedule the cut-over date for the end of the month?

Carriers will need to update their records of all incoming and outgoing LNP transactions for inventory and traffic tracking purposes.

Can Zoom undo or reverse the completed LNP order?

No. LNP reversal is not supported. You will need to contact your old service provider to start the LNP process, going back to their system.

What are Zoom’s LNP team's operating hours, and how can I contact them?

You can respond to the open LNP ticket (email thread). The Zoom porting team is a back-office team, and its operating hours are from 9 AM – 6 PM local time, closed on weekends and holidays.

Can I request a weekend, outside business hours, or holiday LNP date/time?

No. Donor carriers only support LNP cut-over dates on a business day, between Monday through Friday, and have a fixed window time. 

Can I cancel my Port-In request?

Orders can only be canceled after the order receives a response. If the order already has a porting date, cancellation can only be requested 3 working days before the LNP date, except for the service providers stated here.

Can I reschedule my LNP date?

Yes, but this will require additional time. We will need to wait for the response to an ongoing order first; only then cancellation request be sent. A new order with the new LNP date will be submitted after the cancellation request is acknowledged.

Note: This sets back the porting process to day 1.

Why do I need to contact my provider if my order is denied?

Denial of the LNP application is normal and part of the process. Zoom will try to fix the reason for the denial without involving you. Zoom will only ask you to reach out to your service provider if the reason for denial is due to information mismatch, as we do not have authorization to get your information due to privacy.

What should I expect on the day of port?

For non-PEX/BYOC LNP, calls will start to work on your Zoom account anytime between the quoted porting window. You will be notified once the LNP order is completed, and the “Pending” Status will be removed.

I am porting my PEX/BYOC number, which is already in the Zoom portal. What do I need to expect?

Since the number is already in your account, it will remain as PEX/BYOC while the LNP is in progress. On the day of port, the phone number will be moved from PEX/BYOC to a Native number. The current setup, such as extensions or call flow, will remain the same.

Note: A loss of service to incoming calls is expected during the port activation window while the porting numbers are in progress, as backend configuration is required. Should you experience a loss of service, please immediately contact us through the existing LNP ticket.

I see the 0ABJ number in my online account, and it shows “Pending”. What will I do next?

The 0ABJ number that shows as Pending is normal. This means that the LNP order is in progress. To minimize the downtime on the day of port, you must configure your call flow and assign the number to port to any queue or users. After the LNP completes, the configuration will automatically apply to the ported number.

Will my existing phone features with my current provider be ported as well?

No. Zoom only ports the phone number and will apply Zoom’s feature to the phone number.

Will Zoom cancel my service with my provider?

No. Our authorization is limited only to number porting. You will need to work with your provider to cancel your service.

Note: Please do this after LNP has been completed.

What should I do if my service provider is not included in the form?

It is possible that your service provider is a reseller and sources their provider from a wholesale carrier. Please contact your service provider and ask for the name of the donor carrier of your phone numbers.