Ported Out Numbers Cannot Be Called by Other Customers on the 8x8 Platform

Ported Out Numbers Cannot Be Called by Other Customers on the 8x8 Platform

Symptom

8x8 callers to a ported out number hear the announcement "The number you have dialed is no longer in service."

Applies To

  • Phone Numbers
  • Porting

Resolution

To have calls to a ported out number route offnet (outside the 8x8 infrastructure) the DID/DDI number bindings or termination must be removed. This means unassigning the DID/DDI from its current termination in Admin Console, which places it back in the Phone Numbers Available pool.

  1. From Admin Console go to Phone Numbers and locate the number that cannot be called. Select the link to the termination showing in the Assigned to column. 

A screenshot of a computer AI-generated content may be incorrect.


  1. If the number is terminated to a service such as an Auto Attendant, Ring Group, or Call Queue select the x next to that number on the configuration page for that service then Save. This will remove the assigment and move the number back to the Available pool under Phone Numbers.
  2. If the termination is to a user you have three options:
    • Delete the user. This will release the DID/DDI number but also remove all voicemails, SMS messages, and local call history (will not delete historical CDR data or recordings).
    • Remove the user license. This will retain the basic user settings but miscellaneous data as mentioned in option 1 will be lost.
    • Replace the DID/DDI with another number from your pool of Available numbers. This will enable all related data for the user to be retained.
  3. If the number was terminated to Contact Center, select the ellipsis to the right of the number and click the Unassign option to place the number back into the pool of Available numbers. All historical data on the number unassigned is retained in Analytics for Contact Center.

A screenshot of a phone AI-generated content may be incorrect.

Cause

For increased efficiency and reduced latency, 8x8 does not route calls outside the 8x8 network if the numbers dialed are configured for termination to an active user or service withing the 8x8 infrastructure.


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