Can I have a custom phone number for the call routing integration?

[Martin Boehme]

I would like to set up my existing phone number for the call routing integration in Opsgenie.

Is that possible? Under which circumstances? How would I approach this configuration?

Or can I only have a phone number assigned by Atlassian?

[Brennan Kiely · Accepted solution]

Hi Martin,

It is possible to port a phone number your organization owns to be used in the incoming call integration. However, this process takes up to a month to complete and involves your organization transferring ownership of the number to our provider. Most customers opt to just using the randomly assigned number and forwarding calls from their existing line to the incoming call integration. If you want a specific area code or vanity number, we can check our provider for availability as well if you reach out to us in the chat or by entering a support ticket here: https://support.atlassian.com/contact/#/

If you do wish to port your number to our provider, here's the information we'd need for that:

• The authorized user or owner’s first and last name.
• 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.
• Obtain a Customer Service Record (CSR). (you’ll need to contact your current carrier, and you may need to ask for your carrier’s Porting Team. Please specify that you want the customer service record on file with the carrier, not merely your billing records. In many cases, the billing record and the customer service record will 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 you’d like to port.

Once you have that information, you can reach out to us via chat or the support portal with the info to start the port process.

-Brennan

[Martin Boehme]

@Brennan Kiely Nice! Best answer, thank you!