This article explains how to move your phone numbers from the Legacy Global Portal (formerly used to manage BWI/Voxbone services) to your Bandwidth App account on the Universal Platform. This is a self-service process that can be done via the Legacy Global Portal or Legacy APIs. As part of this process, any assets or services currently activated on the phone numbers you’re moving, including activation and emergency addresses, as well as International and National outbound activations, will be carried over to the Bandwidth App.
Prerequisites for moving phone numbers
Before any move can take place, the following prerequisites must be in place:
You must have a Bandwidth App account where you have permission to log in, configure voice settings, and purchase phone numbers.
Your Bandwidth App account must have the appropriate countries and services enabled for the phone numbers that are moving. It must also have the appropriate Sub-accounts, Locations, and Voice Configuration Packages (VCPs) set up, since calls made to phone numbers will immediately pick up the configuration from the VCP they’re moved into.
Your Legacy Global Portal account must be enabled to use the Move Phone Numbers tool. This will be configured as part of your onboarding process to the Universal Platform.
Move phone numbers using the Legacy Global Portal
Step 1: Authenticate with Bandwidth App account
Log in to the Legacy Global Portal.
In the side navigation bar, under Numbers, select Move Numbers.
Note: If you don’t have this option, please reach out to the Bandwidth Support Team to enable the Move Numbers tool on your Legacy Global Portal account.
Click Validate to authenticate with your Bandwidth App account to verify your credentials.
Important: Please note that you must use your Bandwidth App username and password, which are different from your legacy Global Portal credentials.
Once successfully authenticated, an Authenticated tag will be displayed.
Step 2: Configure destination settings
Once your Bandwidth App account is authenticated, it will be used to populate the list of possible destination Accounts, Sub-accounts, Locations, and VCPs.
Important: Once the phone numbers are moved, the inbound voice settings will immediately use the configuration of the destination VCP. Please ensure the selected VCP is configured correctly and tested in the Bandwidth App before moving any phone numbers.
Step 3: Confirm phone numbers
Once your destination settings are configured, you’ll need to add and confirm the phone numbers you want to move. You can also select them on the My Numbers page.
To add the phone numbers you want to move, click Add Numbers.
Click Run Pre-Flight Check to confirm whether all of the added phone numbers can be moved to the selected Bandwidth App account. If the phone number is movable, it will have a green Movable tag.
If the phone number is not movable, it will have a red Cannot Move tag along with an associated reason. To remove the phone number from the list, click Remove Invalid.
Note: In order to proceed, you must remove all invalid phone numbers or fix the issues associated with them, and then re-run the Pre-Flight Check until all phone numbers on the list are movable. There are many reasons a phone number might not be able to move to the Bandwidth App. See below for some examples.
Step 4: Submit move request
If you haven’t completed all the necessary steps ahead of submitting your move request, you’ll see warning symbols next to the ones that require further action.
Once all the steps are completed, click Submit Move Request. This will generate a unique identifier that can be used to check the status of your move request.
Note: The move request is a complex asynchronous process, and involves multiple background steps. Depending on the configuration of the number, it could take up to 10 seconds per number for the number move process to finish.
Step 5: Track your move request
Once you submit your move request, you can monitor its status and progress at the bottom of the Move Numbers page. The status of the move can be either:
IN_PROGRESS: Ongoing activities, please wait until completion.
COMPLETED_WITH_SUCCESS: Initial move was complete with no failures, entering the Transition Window for Outbound Traffic switchover. See below for next steps.
COMPLETED_WITH_FAILURES: Initial move was completed but there were some failures for one or more numbers. Click on the Order ID to see which numbers failed and why. Retry the move for these numbers or reach out to the Bandwidth Support Team for assistance.
Note: These statuses are being reworked and will be updated in the coming weeks for better clarity.
Step 6. Complete the move
The moved phone numbers will appear in your Bandwidth App account during the process. Please wait until the move status updates to COMPLETED_WITH_SUCCESS before updating any configuration for these numbers on the Universal Platform. Any assets or services currently activated on these numbers, including activation and emergency addresses, as well as International and National outbound activations, will now be in the Bandwidth App. Inbound calls will be routed based on the settings of the VCP. You’ll now be able to make Outbound calls using the Bandwidth network, while the Inbound calls will be routed based on the settings of the VCP.
The Legacy Global Portal will keep your Outbound service active and maintain the historical record and associated data of the moved phone numbers for a period of 7 days. This Transition Window is designed to allow you to switch your outbound traffic to the Universal Platform and, if needed, request an emergency rollback by opening a support ticket with the Bandwidth Support Team. Once this 7-day transition window expires, the phone numbers will no longer be visible in the Legacy Global Portal. From this point on, no rollback will be possible, and all outbound calls must be made through the Bandwidth network.
Important: The emergency rollback is performed on a best-efforts basis and is only allowed if the phone numbers are still present in the Bandwidth App account they were moved to. Any configuration changes made in the Bandwidth App will not be transferred back to the Legacy Global Portal.
Limitations
Numbers with CNAM (LIDB) provisioned from the Legacy Global Portal will need to have CNAM (LIDB) reprovisioned manually on the Universal Platform.
Moving Emergency-enabled numbers is supported on a per country basis. New countries are being added for support every week. To move an Emergency-enabled number in a country that’s not yet supported, first disable Emergency in the Legacy Global Portal and then reactivate it on the Universal Platform after the move.
Frequently Asked Questions
Why is my number marked as "Cannot Move"?
There are many reasons why a number may not be able to move to the Bandwidth App:
Your Bandwidth App account is not configured to enable numbers from that country or doesn’t have the appropriate products activated (such as Emergency Services). Please contact your Account Manager to get the necessary country or product support added to your account.
The VCP you selected is not appropriate for this number. Please create an appropriate VCP.
Your account on the Universal Platform may require numbers to have Emergency active to allow Outbound National service. The number you’re trying to move is not enabled for Emergency but has Outbound National active in the Legacy Global Portal. Moving this number would fail to activate Outbound National on the Universal Platform. You can either disable Outbound National on the Legacy Global Portal or work with the Bandwidth Support Team to get these numbers activated for Emergency in the Legacy Global Portal before attempting the move.
The Emergency activation address provided for this number can’t be validated in the Bandwidth App. Please contact the Bandwidth Support Team to investigate further.
This number is in a country where we can’t transfer the Emergency address at this time (see Limitations). If you want to proceed with the move before this functionality is available, please deactivate Emergency in the Legacy Global Portal prior to the move and reactivate it on the Universal Platform after the move.
A periodic regulatory audit of numbers in a particular country restricts the ability to move numbers at this time. Once the audit is complete, the numbers will be able to move.
There are pending configuration changes on this number which must finish before it’s moved. Please retry the move once the configuration changes have been completed.
The Bandwidth App and the Universal Platform don’t support this number type and country at this time. We’re expanding our network coverage and adding new countries each month.
Phone numbers that are currently blocked on the Legacy Global Portal (for regulatory or fraud reasons, for example) won’t be allowed to move to the Bandwidth App. Please work to unblock the phone numbers before trying to move them.
In certain countries, phone number extensions can be registered deriving from a main “extended” number. In order to move these number extensions, the main extended number and all associated extensions must be moved together. Please select all extensions and the associated main extended number together to move them to the Universal Platform.
What countries are available on the Bandwidth App / Universal Platform?
Please see Universal Platform Network Coverage for the list of countries and number types supported on the Universal Platform.
How do I get a Bandwidth App / Universal Platform account?
Please reach out to your Bandwidth Account Manager to get started with your upgrade to the Universal Platform.