How to Change VOIP Providers like a Pro: A Step-by-Step Guide

In this article, we will outline a bulletproof Step-by-Step Guide for switching VOIP providers and delve into the critical factors that businesses need to take into consideration during the transition process.

VOIP

My Telecom Broker

2/13/20238 min read

Transitioning to a new VOIP provider can seem overwhelming for businesses, as it requires a comprehensive evaluation of their current business communications setup, examining different provider options, and seamlessly migrating services. But with a structured approach and proper planning, switching VOIP providers can be a hassle-free and straightforward experience. In fact, changing providers is a common, beneficial, and sometimes necessary step to maximize the potential of your business communications solutions.

Understanding the Switching Process
Documenting Requirements
Selecting a New Provider
Service Migration
Number Porting

Step 1: Understanding the Switching Process

The first step in switching VoIP providers is to assess your current contract to ensure that you will be able to change providers without having to pay Early Termination Fees, or other consequences prior to moving forward with the process.

Start by asking for a copy of your contract, and any other executed agreements that apply. Review these with your legal counsel to ensure you would not be liable for any termination fees.

For VOIP Services specifically, many service providers utilize an auto-renewal clause in their agreements or have specific terms for providing notice in order to be able to remove or cancel services. You will want to be aware of your renewal date and notice timeframes provided in their contract terms.

If you have any concerns with switching, feel free to utilize our FREE ASSESSMENT and we can review your current situation.

Step 2: Documenting your Requirements

The next step in the process is going to prepare you for the selection phase. There are a few crucial actions you need to take in order to have productive conversations with potential VOIP providers. Firstly, request or export copies of your recent invoices to gain an understanding of your current licenses, recurring costs, usage patterns, and phone numbers. Secondly, evaluate your current utilization of the existing services. Thirdly, consider what your core requirements look like and identify any additional services that your business needs, such as monitoring tools, integrations, reporting, and productivity tools. Lastly, create checklist that you can easily track during conversations with providers.

Export Invoices - current licenses, recurring costs, usage patterns, and phone numbers.
Take Inventory - current number of users, phones, phone numbers, locations.
Document Core Requirements - must have features, hardware preferences, software preferences, power user needs.
Create a Checklist - Keep a checklist of core requirements and other features you come across as you research providers.

The VOIP system is involved in many internal processes and affects many users, so it's essential to get buy-in of the requirements from the relevant stakeholders before assessing new vendors to ensure a successful upgrade. This information will help you determine the type of services and features you need from a new provider, making it easier to compare and evaluate their offerings.

Step 3: Selecting a New Provider

Once you have assessed your obligations and current business communications needs, it's time to start evaluating different providers. To make an informed decision, it's essential to take into account a range of factors such as:

Customer and Product Reviews
Service Security, Compliance, and Reliability
Support Model
Implementation Process
Account Management/Customer Success
Pricing

Typical Procurement Process for VOIP

The typical procurement process for VOIP services goes something like this: You start by contacting the provider through their website using either a phone call, online form, chat, or email. Once you reach out, you wait for the provider to schedule a meeting with you. During this meeting, which usually lasts between 30 minutes to an hour, you discuss your requirements. Then, you schedule another meeting, this time for a demo, which lasts another hour. Multiply this process by the number of providers you are evaluating. After the demos, you receive the proposals, and decide on the winning provider. Then you negotiate pricing and contract terms. Finally, you approve the proposal and the contract, and the transition process begins.

Selecting a new provider can be the most overwhelming part of the process of switching VOIP services. There are a lot of competitors who seemingly offer a similar product and service. You also have to weight input from IT departments, internal users, consultants, family and friends before making a decision. Additionally, you may be on an expedited timeline to secure a new solution.

VoIP Marketplace

This is where a cutting-edge VoIP marketplace can make a significant impact. We have introduced a streamlined way to receive proposals from leading companies in each category, simplifying the vendor selection process. Whether you are in the C-Suite, Procurement, Finance, or IT, you can bypass the tedious step of repeating your needs and undergoing multiple hours of demos. You can compare prices without wasting time and only connect with the top vendors of your choice, directly with the right representatives from their team, who are well-informed about your requirements and ready to show you how they can address your challenges. With our expertise and knowledge at your disposal, you can secure favorable pricing and terms, and be impressed by the seamless implementation experience.

Step 4: Service Migration

The migration to a new telecom provider should be as smooth and seamless as possible, causing minimal disruption to your business communication infrastructure. The process typically begins once the contract is signed and the new provider takes charge of managing it.

Dedicate a Project Manager

To ensure a smooth migration of your services, it is crucial to appoint a dedicated project manager from within your organization. This individual should be responsible for overseeing the implementation process from start to finish. While technical expertise is not a must, strong interpersonal skills and the ability to communicate effectively with key stakeholders within the organization are crucial. This arrangement will allow the rest of the organization to carry on with their regular operations, while the backend and cloud-based setup of the new system takes place without disrupting the day-to-day activities.

Implementation and Onboarding Process

Here's an overview of the typical implementation process: First, you will identify the individuals in charge of your account and those who will work with the provider's project implementation team. They will ask for user information such as names, emails, phone numbers, extensions, and so on. They will also inquire about your auto attendants and routing policies and walk you through different call flows and scenarios. Depending on the provider and the size of your account, they will either build the account for you or guide you through the setup process. After the account is built and tested, user training begins. Upon successful completion of training, the porting process starts and you will initiate a soft-switch. Effective delegation and preparation before signing up are crucial to a successful migration process. If the sign-up process took a while, a lack of preparation can further prolong the transition.

Proper Documentation

Having the proper documentation in place prior to starting the onboarding process is essential for a smooth implementation. Usually, these documents are requested post-sign up by your new provider as they proceed with the project plan. But, to simplify the process and hasten delivery, it's advisable to gather the following in advance:

Call Flow Map/Outline
User Directory
Business Hours/Holiday Schedules
Export Recordings (Prompts, Music, Voicemails, Calls, and Greetings)
Network Configuration (make sure your network admin is on hand)
System Testing Process
Training Requirements
Roll-Out Communication Strategy
Go-Live Date.

Step 5: Number Porting

Number Porting is the final step in the implementation process, and it's important never to start transferring your phone numbers until the new system has been fully established and tested using this method.

To successfully transfer your phone numbers to a new provider, the new provider must initiate the process by reaching out to the carrier that currently manages the numbers. It's important to note that the previous provider is not involved in the number portability process and may not even be aware of it. This is because phone numbers are not owned by VOIP providers, they belong to large national carriers that provide the infrastructure and rate centers for connecting calls. The new provider will need to work with the carrier to transfer the numbers and ensure a smooth transition.

Soft Switch

A soft-switch in telecom involves redirecting your primary phone numbers to a temporary number on the new system while also masking or disguising your outbound caller ID to match your primary numbers. This enables you to go live on the new system before transferring the numbers. This approach is useful because it's challenging to stop a number transfer in the event of any problems, and this process allows businesses to be operational on the new system while still retaining the ability to revert to the old system.

CSR - Customer Service Record

In order to initiate a phone number porting process, you will need to provide your new service provider with a recent customer service record (CSR) and a bill from your current provider that is not older than 30 days.

A CSR is a document maintained by the carrier that contains the ownership information of the phone numbers it holds, and it is used to verify port-out requests.

According to Federal Communications Commission (FCC) regulations, you have the right to port your numbers at any time for any reason and request a CSR from your current provider. It's crucial to request a separate CSR for each telephone number you want to port, whether it is a local, toll-free, or fax number, as they follow the same process.

How Long Does Porting Take?

In general, toll-free numbers port faster than local numbers, taking 1-2 weeks on average, while local numbers take 2-4 weeks. However, in the case of a project port, which occurs when more than 50 numbers are being ported at once, the process can take 4-6 weeks.

Port Rejections

Delays in the VOIP transition process often occur during the porting stage due to rejections by the losing carrier. To avoid these delays, it's important to have an up-to-date CSR and a recent bill that shows the phone numbers you are porting, as this allows the carriers to validate the information and approve the port. This process is in place to protect your phone numbers from theft or unauthorized porting.

There are other reasons for rejections, such as having multiple port requests at the same time. Only one active port can be processed at a time with a carrier, so if you choose to port certain numbers early, you must wait until the port is completed before starting another.

Miscommunication between carriers, which are national organizations, and not local providers focused on customer service, can result in rejections even when the port was submitted correctly. You or your telecom broker can resolve any confusion by contacting the losing provider directly, as only the losing provider can contact the losing carrier. There are only two ways to handle porting: keeping your CSR up-to-date with the carrier or escalating through your losing provider.

So if you're considering switching VOIP providers, working with a Telecom Broker can make the transition smoother, easier and less stressful.

Conclusion

In conclusion, switching VOIP providers can be a valuable opportunity to upgrade your business communications and improve the overall efficiency of your operations. By following the steps outlined in this article, and keeping in mind the critical factors that need to be taken into consideration, businesses can ensure a seamless and successful transition to their new provider. Remember, a structured approach and proper planning can make all the difference in making this process as stress-free as possible. With the right preparation, your business can reap the benefits of a modern and reliable VOIP system, elevating your communications to the next level.

Next: Read Our Article on 5 Expert Tips When Switching VoIP Providers