Transferring your existing phone number. TELUS Business Connect

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1 Transferring your existing phone number TELUS Business Connect

2 Let s get started This document outlines steps to help guide administrators and users through requesting a transfer of an existing phone number(s) or a toll-free number(s) to the TELUS Business Connect solution via Voice Manager. Be sure you have the following pieces of information readily available in order to complete the transfer request: A recent phone bill You will be prompted to upload your most recent phone bill in Voice Manager. Make sure the phone bill is the current one, less than 30 days old. Your service address This is the address where your phone rings. This may or may not be the same as your billing address. Your main billing telephone number (BTN) This is the primary phone number that is used for billing and should appear on your phone bill. A Local and a Mobile phone number You will require the type and number of all the phone numbers you want to transfer. You will also need to provide the Account and BTN numbers. This information should be available on your phone bill. A Toll-free number You will be prompted to upload a Letter of Authorization (LOA). Please note that the Toll-free LOA should be hand signed. Here is an overview of the process to transfer an existing phone number to the TELUS Business Connect solution: Submit a transfer request through TELUS Business Connect Voice Manager. Please ensure that all information matches exactly what s on record. TELUS will send your transfer request to your current service provider. Make and receive calls through Voice Manager using a temporary TELUS Business Connect phone number. Use the solution immediately by forwarding your existing phone number to your temporary TELUS Business Connect number. Note: Long distance charges may be applied by your existing provider. TELUS will notify you by when your transfer is complete. At that point, your transferred number(s) will be ready to use with the TELUS Business Connect solution TOP 5 TIPS 1. Do be exact 2. Don t cancel your old phone service 3. Do set up your TELUS Business Connect features 4. Don t forget to upload your bill on Voice Manager 5. Do monitor your box for updates on your transfer 1 TELUS Business Connect Number Transfer Guide

3 Porting your business number via Voice Manager Step 1 Submit a transfer request through TELUS Business Connect Voice Manager. Please ensure that all information matches exactly what s on record with your current phone provider. Log into your TELUS Voice Manager. Please note that you need to be an administrator to perform this action. Step 2 Select the Phone System tab. Step 3 Select Company Numbers and Info, scroll to the bottom and select Transfer my existing business number. 2 TELUS Business Connect Number Transfer Guide

4 Step 4 Select the type of phone number that needs to be transferred to the TELUS Business Connect solution. Please note that you may maintain a phone number with your current provider and have calls forwarded automatically to your TELUS Business Connect solution number. To do this, please select Receive forwarded business calls. Step 5 Within the Check list screen, please answer the five (5) preliminary questions by selecting the applicable Yes or No radio button. Please note that if you select No on the 1st and 5th questions, you will be unable to proceed with your order. You will only be able to proceed when you can answer Yes to both of these questions. 3 TELUS Business Connect Number Transfer Guide

5 Step 6 Within the Enter numbers screen, input your Billing Telephone Number from your current carrier. If you do want to transfer your Billing Telephone Number, check off I want to transfer my Billing Telephone Number. If applicable, you can enter additional phone numbers by selecting Add Another Number. You may enter up to 100 numbers. Only one number at once Enter multiple numbers at once Step 7 In the Date & mapping screen, select a transfer date which is during business days. Any transfer dates on weekends and holidays will be rejected. Since processing times vary based on the complexity of each order, actual transfer date may be later than requested. You will also need to pair your temporary number with the number that is being transferred. Once they are mapped, please press Next. 4 TELUS Business Connect Number Transfer Guide

6 Step 8 In the Account Confirmation screen, provide all details exactly how they are on your bill with your current provider. Please ensure all information is relayed as it is on your bill, otherwise there may be a rejection or delay with the request. Step 9 Please review the verification screen carefully. When you are satisfied, select Next. If you need to make changes, select Back. 5 TELUS Business Connect Number Transfer Guide

7 Step 10 Please review the Letter of Authorization, Electronic Disclosure and Consent section carefully and check the I Agree box. 6 TELUS Business Connect Number Transfer Guide

8 If you do not consent to the electronic Letter of Authorization, please select the No Thanks. You will be prompted to download the Letter of Authorization for signature and will be required to upload the signed document via Voice Manager. If the LOA is not signed and attached within 30 minutes, the order will have to be entered again. You have now successfully entered your Transfer Order. 7 TELUS Business Connect Number Transfer Guide

9 For Toll-free numbers, the process is very similar. Step 1 Please select Transfer my existing business number, and then select Toll-free number. Step 2 Please ensure you have your latest bill available for upload and select Yes. Step 3 Please enter the Toll-free number you want to transfer in the space provided. To enter more than one Toll-free number to transfer, select Add Another Number. 8 TELUS Business Connect Number Transfer Guide

10 Step 4 You will next need to map the temporary Toll-free number to a Toll-free business number on your account. Step 5 In the Account Confirmation screen, please provide all details exactly how they are on your bill with the other provider. Please ensure all information is relayed as it is on your bill, otherwise there may be a rejection or delay with the request. 9 TELUS Business Connect Number Transfer Guide

11 Step 6 Please review the verification screen carefully. When you are satisfied, please select Next. If you need to make changes, select Back. Step 7 Please download the LOA. Please keep in mind that Toll-free LOA requires a signature. Step 8 Please upload your signed LOA and latest Bill. Your Toll-free transfer order has now been submitted. 10 TELUS Business Connect Number Transfer Guide

12 FAQs I plan on transferring my current phone number to the TELUS Business Connect solution. How do I find out if my phone number is eligible to be transferred? First, sign in to your TELUS Business Connect Voice Manager. Then, select the My Settings tab. Select Transfer My Existing Number under the section called TELUS Business Connect Phone numbers. You will see the option to check your phone number s eligibility. What Information is needed to transfer my number? You will need to provide the following information when you submit your transfer request: When can I cancel my current phone service? You do not need to call your current service provider to cancel the phone service. It will be automatically cancelled on the port out. You should however contact your service provider if you want to cancel any services that are not being transferred. What will happen to my existing phone line features? You will need to call your current provider and cancel any special features, such as remote call forwarding or distinctive ring before transmitting your transfer request. Please note that you should only cancel the features, not the entire phone service. 3 Name of the Account holder 3 Service Address (location where the phone rings) 3 Billing Telephone Number 3 Account Number (required for mobile numbers) Please note that all information must match exactly what s on record with your current phone provider. If there is a mismatch, the transfer will be delayed. How will I know if more information is required to complete my transfer? You will receive an and/or call to inform you and obtain the outstanding information to complete your transfer request. How long does it take to transfer a phone number? It can take anywhere from 10 to 15 business days to transfer your phone number. Timing is dependent upon the accuracy of information on the request form. In case my transfer request gets rejected, what do I need to do? You will be notified via and/or a call. You can follow the instructions included in the or call , enter the temporary Business Connect number and press option 1 or 2. How do I check the status of my current phone number transfer? Log in to your TELUS Business Connect Voice Manager. In the main Overview tab, select My Settings tab. You will see the status of your transfer request at the top of the screen. You can also call TELUS Customer Care at , enter your temporary Business Connect number and select option 1 or TELUS Business Connect Number Transfer Guide

13 Glossary TERM Billing Telephone Number (BTN) DESCRIPTION The primary phone number that is used for billing. Letter of Authorization (LOA) A document that gives TELUS permission to transfer your number. Porting Transferring a phone number from one service provider to another service provider. Service address The address where the phone rings. Special features Additional features you can order for your phone service such as remote call forwarding or distinctive ring TELUS Communications Company. TELUS and the TELUS logo are trademarks of TELUS Intellectual Property. All other marks, logos, designs and otherwise are the trademarks and intellectual property of Ring Central Inc. 12 TELUS Business Connect Number Transfer Guide