Requesting a toll-free 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/Verified KYC
- Account owner or admin permissions
- Available Global Phone license
- Completed the initial Zoom Account setup
How to start the LNP order
- Download and complete the required documents:
- Submit your order here and follow the steps below:
- Please select your request type: Zoom Phone Number Porting
- Product (Optional): Select Zoom Phone.
- 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 Portability Form
- Copy of your recent invoice from your service provider.
- Zoom will review and confirm receipt of the request and provide an update as the order progresses.
- Zoom will request that your current service provider validate the information on the Portability Form, as the transfer request also depends on your current donor 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.
General LNP guidelines
- Both Zoom Phone and Zoom Contact Center support Japan toll-free number porting.
- The information you provide must match what is on record with your current provider.
- Toll-free numbers to be transferred must be listed in the portability 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 activation window.
- Number porting outside business hours, weekends, and/or local holidays is not supported.
- Before ported numbers can be activated, the required KYC process must be completed.
Note: Once the toll-free number porting process starts, changing the porting dates and window or cancellation is no longer possible.
LNP lead time
Lead time to port toll-free numbers in Japan is 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 window is dependent on the preferred time slot selected.
- Option 1: Between 9:00 AM and 12:00 noon local time.
- Option 2: Between 1:00 PM and 5:00 PM local time.
- Option 3: At any time between 9:00 AM and 5:00 PM local time.
Note: On the day of the transfer, you may experience some loss of service to incoming calls during the activation window. Porting can take place sooner or later than the lead times 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 10 working days. Status inquiries can only be requested on the 11th working 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.
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 online account one (1) working day after you successfully submit the LNP order. The number will appear as “Pending” in your Zoom account portal. You will also receive notifications every 4 working days or as soon as relevant updates are available.
I see the Toll-Free number in my online account, and it shows “Pending.” What will I do next?
A toll-free number that shows as “Pending” is normal. This means that the LNP Order is now 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 user. After the LNP is completed, the configuration will automatically apply to the ported number.
Can we add or remove numbers to an existing LNP order?
No. Cancellation of the order is not possible; therefore, removing the toll-free number from the list is impossible. Adding a phone number is also not possible, you will be required to fill out the Portability Form and submit a separate LNP order.
My order already has an LNP cut-over date. Can we move it to an earlier date?
No. Once the LNP process starts, changing of dates is not possible, as toll-free number porting is 100% manual.
Why can't I change the date or cancel my order?
Toll-free porting is 100% manual. The process requires physical work on both winning and losing carriers from providing a physical copy of the form, provisioning of the network, and mapping the toll-free to a terminating number. Once the LNP order starts, the forms cannot be modified, and the order cannot be cancelled.
Can Zoom undo or reverse the completed LNP order?
No. LNP reversal is not supported. You need to contact your old service provider to start the LNP process, going back to their system.
What are Zoom’s LNP team operating hours?
The Zoom porting team's 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 between Monday through Friday, and the window time is followed as selected in the form.
What should I expect on the day of port?
The switch will happen between the selected window times. Calls will start to work on your Zoom account anytime between the selected windows. You will be notified once the LNP order is completed, and the “Pending” status in the toll-free will be removed.