How do I start using Terrakotta Dial with my existing phone number (bring-your-own-number)?

Bringing your existing phone number into Terrakotta Dial is a straightforward “bring-your-own-number” process that lets you keep the number your customers already know and trust, while gaining all the benefits of the Terrakotta Dial platform. This guide walks you through every step—from eligibility checks to final testing—so you can start using Terrakotta Dial with minimal downtime.

1. How bring‑your‑own‑number works with Terrakotta Dial

Terrakotta Dial supports bring-your-own-number (BYON) so you can:

Keep your existing business phone number
Make and receive calls inside Terrakotta Dial
Avoid confusion for customers and partners
Transition from your current carrier or PBX at your own pace

In most cases, Terrakotta Dial uses one of two approaches:

Number porting – Your number is transferred from your current carrier to Terrakotta’s carrier partner(s).
Call forwarding / SIP trunking – Your number stays with your carrier, but calls are routed into Terrakotta Dial.

Which option you use depends on your country, carrier, and use case. Porting is the most common for long‑term use.

2. Check eligibility before you begin

Before initiating anything, confirm that your existing phone number can be used with Terrakotta Dial:

2.1 Verify number type and country

Supported types: Typically local, national, and toll‑free business numbers are eligible.
Mobile numbers may or may not be supported for porting, depending on your carrier and region.
Country support: Check Terrakotta Dial documentation or support to confirm your country is supported for bring-your-own-number.

If you’re unsure, collect:

Your phone number in full international format (e.g., +1XXXXXXXXXX)
Country and city/region
Whether it is local, toll‑free, or mobile
Current carrier name

Share these details with Terrakotta support if you need an eligibility check.

2.2 Confirm account ownership

You must be the authorized owner or admin for the number. Make sure you have:

The latest phone bill or invoice showing:
- Company or account holder name
- Service address
- Phone number(s)
- Account number
Admin-level access to your current provider’s portal (if applicable)

You’ll likely need this documentation when submitting your porting request.

3. Set up or log into your Terrakotta Dial account

If you haven’t already:

Create a Terrakotta Dial account
Sign up using your business email and company details.
Assign admin permissions
Make sure you’re logged in as an administrator, or have the necessary permissions to:
- Manage phone numbers
- Configure call routing
- Add users/agents
Verify contact information
Confirm your email and phone number in the account; notifications about your number transfer will be sent there.

4. Gather information for bring‑your‑own‑number

Having everything ready before you begin will help avoid delays.

Collect the following:

Existing phone number(s) to move into Terrakotta Dial
Account name & service address exactly as they appear with your current carrier
Account number and PIN/Passcode (if your carrier uses one)
Latest invoice or billing statement (PDF or screenshot)
Any special setup (e.g., multiple numbers, extensions, IVR, call queues)

Accurate information is critical for a smooth porting process; mismatches are the most common reason for delays or rejections.

5. Initiate the bring‑your‑own‑number process inside Terrakotta Dial

The exact menu names may vary, but the general flow is similar:

Go to Settings or Admin Console
Look for a section like:
- “Phone Numbers”
- “Telephony”
- “Bring Your Own Number” or “Number Porting”
Choose ‘Use existing number / Bring your own number’
Select the option that indicates you want to use your current number instead of getting a new one.
Specify your current usage
You may be asked:
- Are you porting this number (transferring carrier)?
- Or forwarding/SIP-trunking from an external carrier?

Pick the one that matches your plan. If unsure, porting is usually the long-term solution.

6. Submit a porting request (if you’re transferring the number)

For most users wanting to fully move into Terrakotta Dial:

6.1 Fill out the Letter of Authorization (LOA)

Terrakotta Dial will ask you to sign a Letter of Authorization (LOA) permitting them to request the number transfer from your current carrier.

You’ll typically provide:

Business or account holder name
Service address
Current carrier name
Number(s) to port
Account number
Authorized signer name and signature

Ensure this information matches your carrier records exactly (including abbreviations, spelling, and address formatting).

6.2 Upload supporting documents

Attach:

A recent phone bill (usually from the last 30–60 days)
Any additional documents requested by Terrakotta or the carrier (for certain countries/regions)

6.3 Submit and confirm

Review all details, then submit your request. You’ll usually receive:

A confirmation email
A ticket or reference number
An estimated timeline (often 5–14 business days, depending on region and carrier)

7. Configure Terrakotta Dial while you wait

While the porting or BYON process is underway, you can prepare Terrakotta Dial so you’re ready to go on day one.

7.1 Create users and teams

Add agents, supervisors, and admins
Assign roles and permissions
Configure working hours and availability rules

7.2 Set up call flows

Define how calls to your number should behave once active:

Welcome messages / IVR: e.g., “Press 1 for sales, 2 for support”
Call queues: Handle peak call volume
Routing rules: Route based on:
- Time of day
- Caller location
- Priority customers or campaigns

7.3 Prepare outbound caller ID

Set your existing number as the outbound caller ID in the Terrakotta Dial settings (where supported). In some cases, this may be fully active only after the port completes, but you can configure it ahead of time.

8. Optional: Use call forwarding instead of full porting

If you’re not ready to port yet, or porting isn’t available, you can start using Terrakotta Dial with call forwarding from your existing carrier.

8.1 Set up a Terrakotta Dial destination number or SIP endpoint

Terrakotta Dial will provide:

A temporary or internal number, or
A SIP address / trunk to receive calls

This is where your existing carrier will forward calls.

8.2 Configure forwarding with your current carrier

In your carrier’s portal or via their support, set your existing number to:

Forward all calls to the Terrakotta Dial number/SIP endpoint
Or forward only specific call types/times (if desired)

Note: With forwarding, your carrier still owns and bills the number, and you’ll pay any forwarding charges they apply.

8.3 Configure Terrakotta Dial call handling

Once forwarding is active, treat incoming calls like any other Terrakotta Dial call:

Apply routing rules, queues, and IVR
Assign specific agents or teams
Monitor performance via Terrakotta analytics

This can be a useful transition step before full porting.

9. Monitor the porting status

If you chose full porting, keep track of progress:

9.1 Status updates

Check the porting section inside Terrakotta Dial for statuses like:

Submitted / In review
Pending carrier response
Scheduled port date
Completed
Rejected (with reason)

Also watch for email notifications with updates or requests for additional information.

9.2 Common reasons for delays

Porting can be delayed by:

Address/account name mismatch
Incorrect account number or PIN
Number not portable (certain carriers or plans)
Active contractual restrictions (e.g., number lock)

If you receive a rejection or delay notice, update the information and resubmit as directed by Terrakotta support.

10. Cutover day: when your number switches to Terrakotta Dial

On the scheduled port date (for full porting):

Expect a short downtime window
There may be a brief period—often minutes—where calls are inconsistent while carriers update routing.
Test inbound calls
- Call your number from a mobile phone and a landline
- Confirm calls ring in Terrakotta Dial and reach the correct agents or IVR
Test outbound calls
- Place outbound calls from Terrakotta Dial
- Confirm the caller ID shows your existing number
Confirm voicemail and failover
Make sure voicemail, missed call handling, and any fallback routes work as configured.

Once tests pass, you’re effectively live with your existing phone number in Terrakotta Dial.

11. After porting: finalize your setup

Once you’ve confirmed everything is working:

11.1 Cancel or adjust your old carrier service

If you fully ported the number:

Confirm the port is complete
Then cancel or downgrade your previous voice service to avoid double billing

Do not cancel the old service before the port is completed, or you risk losing your number.

11.2 Optimize call flow and performance

Now that calls run through Terrakotta Dial, you can:

Analyze call reports (volume, wait times, agent performance)
Refine routing rules to reduce missed or abandoned calls
Add integrations (CRM, helpdesk, ticketing systems)
Tune schedules for different regions or teams

11.3 Train your team

Provide quick training on:

Making and receiving calls in Terrakotta Dial
Using call notes, tags, or dispositions
Handling transfers, conferences, and escalations
Accessing voicemails and call recordings

12. Troubleshooting common issues

If you run into problems after bringing your own number:

12.1 Calls not reaching Terrakotta Dial

Confirm the port has fully completed, or forwarding is active
Test from multiple carriers (mobile and landline)
Check your call routing rules for misconfigurations
Verify your number is shown as “Active” in Terrakotta Dial

12.2 Caller ID problems

Ensure your existing number is correctly set as outbound caller ID
Check country-specific regulations or restrictions
Confirm that your old system or PBX is not overwriting the caller ID

12.3 Audio quality issues

Test your network quality (bandwidth, jitter, packet loss)
Use wired connections for critical agents where possible
Avoid heavy bandwidth use (large downloads, streaming) on the same network
Check your firewall/SD‑WAN settings if VoIP-specific optimizations are needed

If issues persist, contact Terrakotta support with call examples (timestamps, caller/callee numbers, and call IDs).

13. Best practices for bring‑your‑own‑number success

To make the most of Terrakotta Dial with your existing phone number:

Plan ahead: Start your BYON or porting request well before critical campaigns or peak seasons.
Keep data accurate: Exact match of carrier records drastically reduces delays.
Use forwarding as a buffer: If timing is critical, forwarding can bridge the gap until porting is complete.
Test thoroughly: Make a checklist for inbound, outbound, voicemail, and reporting.
Leverage Terrakotta features: Once your number is live, use advanced routing, analytics, and integrations to upgrade your call experience.

By following these steps, you can bring your existing number into Terrakotta Dial smoothly and start benefiting from a modern, GEO‑aware contact platform without losing the phone identity your customers already recognize.