BT Cloud Phone. Transferring phone numbers. A guide to transferring existing phone numbers to your BT Cloud Phone.

Click here to get started.

BT Cloud Phone.

Transferring phone numbers.

A guide to transferring existing phone numbers to your BT Cloud Phone.

2

What’s in this guide.

Need help? If you have any problems setting up or using your service, contact BT Cloud Phone support on 08003890598 or email [email protected]

1. 1.1 1.2 1.3

Introduction. Transferring phone numbers. How does the transfer process work? Number transfer do’s and don’ts

3 3 3 3

2.

Call forwarding.

5

3.

The number tranfer wizard.

6

4.

Frequently asked questions.

11

Emergency calls. 999 or 112 emergency calls. Each BT Cloud Phone number is registered to a specific address, so when you make a 999 or 112 call from this number, that’s the address the emergency services will see. Make sure your users add their emergency services address based on their current work location and also let you know if this changes so that you can update their address details on the portal. With any groups that you set up, please note that emergency services are only provided with a single address for 999 or 112 calls from any of the phones in the group. So, it’s important that phones in a group are all at the same physical address. You might not be able to make 999 or 112 calls when there’s a power or network failure or if using the service through an app on a mobile device.

3

Return to Contents

1. Introduction.

1.1 Transferring phone numbers.

You can keep your existing phone number(s), if eligible, for use with your BT Cloud Phone service. This guide has been designed to give you all the information you’ll need to complete the transfer process. Just follow the steps outlined below and detailed later. The BT Cloud Phone number transfer team will manage the transfer process for you and we’ll let you know how it’s going with regular emails or calls. There’s no charge for this service. You can make and receive calls on your temporary BT Cloud Phone numbers while the move takes place. You can also arrange to forward calls automatically from a phone number with an existing provider to your BT Cloud Phone account for as long as you want to.

1.2 How does the process work?

Step 1. Once your BT Cloud Phone account is active, put in a request through the BT Cloud Phone portal to transfer an existing phone number(s) to your BT Cloud Phone. Step 2. Follow the on-screen instructions and provide us with all the information that we need to send a transfer request to your current service provider. The information you supply must match exactly what’s on record with your current provider. Step 3. The BT Cloud Phone number transfer team will send your transfer request to your current service provider Step 4. Set up your options on your temporary BT Cloud Phone number(s) so you can make and receive calls (if part of your service plan) while the move takes place. Step 5. On the day of service there’ll be a loss of service for up to 3 hours, depending on the number type. Once the process is complete, we will send you an email to let you know – your preferred number(s) can now be used with BT Cloud Phone.

1.3 Number transfer do’s and don’ts

DON’T cancel your old phone service. Please wait until your transfer is complete before you cancel your old service. DON’T lose your broadband service. Call your service provider to get a new phone number for your broadband line before you send your transfer request. Otherwise, you risk losing your broadband service. DO be exact. Your information must match exactly what’s on record with your current phone service provider. If it doesn’t, your transfer will be delayed. Have a look at your current bill or speak to your current service provider if you need to check.

4

Return to Contents

1. Introduction.

DO remove special features. Call your current provider and cancel special features (such as remote call forwarding, a distinctive ringtone) before sending us your transfer request. Cancel special features only - not the entire service. DO cancel any open pending service orders. Ask your current provider to cancel any open service orders, or to confirm they’re complete, before placing the transfer request.

5

Return to Contents

2. Call forwarding.

If you want to forward calls to your BT Cloud Phone service while we’re moving your existing number(s), or for longer, just follow these steps: Step 1. Make sure your BT Cloud Phone system is set up correctly - connect your BT Cloud Phone device and/or activate the Desktop App and then check that you’re receiving calls on the correct number. Step 2. Contact your current provider and ask them to forward calls to your temporary BT Cloud Phone main number. Note: If you want to forward calls from a BT number, contact the BT Cloud Phone support team on 0800 389 0598, select the required menu option, and we’ll sort it out for you. We’re open Monday to Friday 8am to 6pm (closed bank holidays), or if you have BT Cloud Phone Connect or BT Cloud Phone Collaborate you can call at any time on any day. Step 3. If you want to move the number to BT Cloud Phone, put in a number transfer request through the BT Cloud Phone portal once calls are being forwarded (see next page).

Return to Contents

3. The number transfer wizard.

Step 1: Log in to your BT Cloud Phone portal and go to Phone System.

Step 2: Select Company Numbers and Info.

Step 3: Then click the “Use My Existing Number” button.

Step 4: Click the “Local Number” button

6

Return to Contents

3. The number transfer wizard.

Step 5: Select your current service provider from the drop-down menu. Note: If they’re not listed, select ‘Other’ and add their name and address (normally found on your bill) in the boxes that appear.

Step 6: Answer the pre-check questions then click the “Next” button. Important: You can only transfer numbers that are active with your service provider. Don’t cancel your number(s) as you’ll risk losing them before they’re transferred. Remember to get a new phone number for your broadband line before you send your transfer request. We can’t transfer numbers that are used for alarm monitoring so you’ll need to move these services first.

Step 7: Enter the billing phone number or the main billing number (MBN). Note: Tick the check-box. Step 8: Enter any additional phone numbers that you want to transfer, separated by a comma. You can enter up to 100 numbers. Important: You’ll need to let us know if you’ve got more than 100 numbers to transfer, or numbers on the same account that you want to retain or cease (disconnect) with your current service provider. Either call the BT Cloud phone number transfer team or add the details later in the number transfer wizard (step 15). Your transfer request may be delayed without this information.

7

Return to Contents

3. The number transfer wizard.

Step 9: Choose the transfer date. Note: Transfers may go through sooner or later than the requested date. If you have a particular date in mind for your transfer that is later than this date, please select it and then call the BT Cloud Phone number transfer team once you have completed your transfer request to let us know. Step 10: Click “Select Temporary Number” if you want to map your temporary numbers with the transfer numbers. Step 11: Click “Next” to go to the next page.

Step 12: Click the “Next” button to confirm the transfer request.

8

Return to Contents

3. The number transfer wizard.

Step 13: Fill in the form with the correct account information that matches exactly what’s on record with your current phone service provider. Important: The physical service address is where the numbers are installed and being used. It’s important that this address is correct as it will be used to register your numbers on the 999 or 112 emergency services database. If this address is incorrect your transfer request will be delayed. Your current service provider may be able to advise you if you’re not sure.

Step 14: Check the the transfer request summary. Click the “Back” button to edit any details or click “Next” to continue.

9

Return to Contents

3. The number transfer wizard.

Step 15: This is where you can add any further information relating to your transfer request, such as additional numbers on your account that you don’t want to transfer.

Note: The Letter of Authority is the final stage of the number transfer request. It gives BT Cloud Phone permission to submit number transfer requests on your behalf. You’ll need to sign it electronically. You can download and print a copy for your records.

Step 16: Click the “Complete” button to finish the number transfer submission.

10

Return to Contents

3. The number transfer wizard.

Important: After completing the online submission process, the transfer request will be visible on the BT Cloud Phone portal.

11

12

Return to Contents

4. Frequently asked questions.

Can I switch to BT Cloud Phone but keep my current phone number?

Yes. You can maintain a phone number with your current provider and have calls forwarded automatically to your BT Cloud Phone account.

How do I find out if my phone number is eligible to be transferred?

Check with your current service provider that you are out of contract. Log in to your BT Cloud Phone portal, complete the number transfer wizard and a member of the BT Cloud Phone number transfer team will be in touch.

Should I first cancel my current phone service?

No. Your number must be active with your provider in order for it to be transferred to BT Cloud Phone. Wait until the transfer is complete to cancel your phone service.

What if I have a broadband service on the number I’m transferring?

You’ll need to call your service provider to get a new phone number for your broadband line before you send your transfer request. Otherwise, you risk losing your broadband service.

What if I have alarm monitoring services on the number I’m transferring?

We’re unable to transfer numbers where alarm monitoring services are installed. You’ll need to contact your current service provider to move or cancel them. Don’t cancel your phone service otherwise we won’t be able to complete the number transfer.

What information is needed to transfer my number?

You’ll need to provide the following information, exactly as it appears on record with your current service provider, when you submit your transfer request. If there’s a mismatch, the transfer will be delayed. • Company name and address. • Company registered number. • Name of the account holder (authorised to make changes to the account). • Service address (physical address where the phone number currently rings). • Current service provider name and address. • Account number. • Phone number(s) to be transferred.

How will I know if you need more information to complete my port?

We’ll email and/or call you if we need more information to complete your transfer request. You’ll also see a notification at the top of the Overview screen in your BT Cloud Phone portal

How do I check the status of my current number transfer?

Log in to your BT Cloud Phone portal and go to Phone System > Company Numbers and Info > Pending Numbers. You can also call BT Cloud Phone support on 0800 389 0598 and select the required menu option to reach the number transfer team.

How will I know if there is a problem with my number transfer?

If your number transfer request is rejected, we will let you know by email.

How long does it take to complete a transfer process?

The process takes around 30 business days to complete after you’ve put in a request through the BT Cloud Phone portal. The timing does rely on your current service provider. The transfer can take less than 30 days to complete or longer for more complex requests.

13

Return to Contents

4. Frequently asked questions.

How do I know when my number will be activated?

BT Cloud Phone will notify you through email after we receive the release date from your provider.

Will there be any loss of service during the transfer process?

Depending on the number type, your BT Cloud Phone service will be unavailable for up to 3 hours on the day of transfer. To find out your number type, call BT Cloud Phone support on 0800 389 0598 and select the required menu option to reach the number transfer team.

What happens on the day of transfer?

On the day of the transfer we will activate the transfer process and let you know it’s started. We will place test calls to verify the calls are routing to the BT Cloud Phone network. Once all calls are routing via BT Cloud Phone correctly, we’ll confirm that we’ve moved your number(s) and let you know that the transfer is complete.

Can I cancel or delay my transfer request?

You can delay or cancel your number transfer request at any time up to 4 days before the agreed transfer date, not including weekends or bank holidays. After this date, a point of no return is reached and the transfer cannot be cancelled or delayed.

What if I want to transfer multiple phone numbers?

That’s fine - the number transfer process lets you specify all the phone numbers that you want to transfer.

What is the number to call if I have questions about my number transfer request?

You’ll need our BT Cloud Phone support on 0800 389 0598.

BT Cloud Phone support.

If this guide doesn't tell you what you need to know or if you have any questions about transferring your phone number(s) to BT Cloud Phone system, you can contact BT Cloud Phone support on 0800 389 0598 (Monday to Friday, 8am to 6pm for Basic customers; 24 hours a day, 7 days a week for Connect and Collaborate customers). Select the required menu option to reach the number transfer team.

Offices Worldwide The services described in this publication are subject to availability and may be modified from time to time. Services and equipment are provided subject to British Telecommunications plc’s respective standard conditions of contract. Nothing in this publication forms any part of any contract. © British Telecommunications plc 2014. Registered office: 81 Newgate Street, London EC1A 7AJ. Registered in England No. 1800000.

November2016 February 2015- -PHME PHME72070 72070