Setting up a reusable phone number FAQs

This section of the user guide is focused on FAQs related to setting up a reusable phone number. To help you navigate the article we have broken it down into the following sections:

• How many provisioned phone numbers do I have for Two-Way Messaging?
• Is there a way to use the same phone number in all my campaigns?
• Do I have to have an active campaign to receive unsolicited messages?
• Can a student still text me back on a reusable phone number after I archive a Campaign?
• Can another school use the same provisioned number?
• Can I transfer a reusable number to another office?
• Can I port a number to use with Ocelot Two-Way Messaging?

How many provisioned phone numbers do I have for Two-Way Messaging?

The number of unique contacts targeted and total provisioned numbers can be tracked in the client admin in the Quotas & Account section, select Contract Limits.

Only Administrator users have access to this page. 

The number of provisioned numbers by Campus/Office is determined by the Campus/Office associated with the creation of a campaign or reusable phone number.

Is there a way to use the same phone number in all my campaigns?

Yes, you can use a reusable number. 

To set up a reusable number, review the Reusable Numbers article. 

Do I have to have an active campaign to receive unsolicited messages?

No, you can use the reusable number for unsolicited texts. It does not need to be associated with an active campaign.

Can a student still text me back on a reusable phone number after I archive a Campaign?

Yes, the type of response the student will receive depends on the reusable phone number's unsolicited email settings. 

The response type settings will determine if the student will receive a Virtual Assistant-backed response or if the response will be sent to the associated inbox listed to be responded to by an Agent.

Can another school use the same provisioned number?

Can I transfer a reusable number to another office?

Once a reusable number has been used in any campaign or 1:1 interaction, it cannot be reassigned. However, if the number hasn't been used yet, it can be adjusted and reassigned to another office.  

Can I port a number to use with Ocelot Two-Way Messaging?

• The authorized user or owner’s first and last name.   https://freecarrierlookup.com/ can be utilized to determine the owner/carrier for each number.
• The corresponding service address. This must be an actual physical address. PO Boxes are not valid addresses.
• A Letter of Authorization (LOA) signed by the authorized user and/or owner of the number(s). Note that the information on your LOA must match the authorized user name and service address provided by your current carrier.  LOA form: US_LOA2022.pdf 
• A Customer Service Record (CSR).  To obtain a Customer Service Record (CSR), contact the current carrier and ask for the carrier’s Porting Team. Specify a customer service record is needed on file with the carrier, not merely the billing records. The billing record and the customer service record may have the same information, but this is not necessarily going to be the case. Therefore, it’s best to ask specifically for the CSR. 
• A scanned (or electronic) copy of the most recent phone bill, within the last 30 days, that includes the account, owner/authorized user name, and address information for all the numbers to be ported.

• Unsatisfactory Business Relationship - This typically means that either an unpaid balance or the carrier charges a port away fee. To resolve this rejection pay any outstanding balance or necessary fees to the current carrier. 
• All Data Mismatch / Name Mismatch / Address Mismatch - This means that the information submitted on the Letter of Authorization (LOA) is different from what is on file with the carrier in their Customer Service Record (CSR). A CSR is a copy of how the telephone records appear in the telephone company’s database. In order to ensure a port request’s likely success, the information on the Letter of Authorization (LOA) – particularly the authorized user, service address, and zip code – should exactly match the information on the CSR.
• Number is Inactive - The numbers must be in service with the losing carrier.
• Unauthorized Signature - This means that the person authorized to make changes on the account is not the person who signed the Letter of Authorization (LOA). To resolve this rejection, contact the carrier to update the person authorized to make changes on the account.
• Wrong Wireless Account Pin - In order to port wireless numbers, a PIN must be submitted. Please note that the PIN is sometimes the last four digits of the account holder’s Social Security Number. To resolve this rejection, contact the carrier to obtain the PIN number they have on file.
• Incorrect / Missing Account Number - To resolve this rejection, contact the losing carrier to obtain the account number they have on file. 
• Unlock Google Voice - All Google Voice numbers must be unlocked before they can be ported out. To unlock the number visit this link: www.google.com/voice/unlock. Once the numbers are unlocked, we can resubmit the port request.
• Invalid Billing Telephone Number - The billing telephone number is typically a master number used to identify an account with many phone numbers. To resolve this rejection, contact the losing carrier to obtain the billing telephone number they have on file.
• Number is Unportable - Regretfully, there are some regions from which our third-party texting vendor, Twilio, can’t port phone numbers.
• Resold Account - To resolve this rejection, please contact your service provider and request a CSR (Customer Service Record) or provide detailed directions on how to port the number away.