Porting-In to Twilio for Real Geeks
Twilio's Support Method
Because of Twilio Support's nightmarish Round Robin system of transferring a ticket to a new agent at the end of every shift, it's important to be as HANDS-OFF as possible during the communication portion of these tickets.
The most we should need to do is to provide the macro template below with their Real Geeks SID and then await the request for authorization (this is usually to Kevin Directly).
Porting-In Zendesk Template:
Hi
The process for porting a number to Twilio>RG is usually as follows: (This process allows RG to assume ownership of this number for the specific use of sending SMS from the CRM)
1. Contact your SMS provider to inquire if it's possible, and to acquire **account SID**
2. Contact porting@twilio.com and provide the following details:
a. Current Account SID: **<SENDING_ACCOUNT_SID>**
b. Phone Number Being Transferred: **<Phone>**
c. Receiving Account SID: **<RG_TWILIO_SID>**
3. After Confirming personal details, Twilio will contact Real Geeks to ask for authorization"
4. When all parties have authorized, Twilio will inform us the port has been completed and we can plug that number into your CRM.
After The Port is Complete:
Reach out to any member of the Escalations team and let them know that the port has been completed. The number won't show in the CRM until it has been configured from rookery.
Porting-Out from Twilio for 3rd Party
Donating a Number:
The process for porting a number outward is much the same, and just as HANDS-OFF.
Porting-Out Zendesk Template:
Hi
The process for porting a number away from RG is usually as follows: (This process removes the indicated SMS number from your RG CRM to use in another device)
1. Contact your the company that will be receiving this number, and
inquire if this is possible, and to acquire the **RECEIVING ACCOUNT SID**
2. Contact porting@twilio.com and provide the following details:
a. Current Account SID: **<REAL_GEEKS_SID>**
b. Phone Number Being Transferred: **<CRM_SMS_NUMBER>**
3. After Confirming personal details, Twilio will contact Real Geeks to ask for authorization"
4. When all parties have authorized, Twilio will provide the client with two things (CSR, and PIN) to bring the receiving company. Take these with the Number and SID from earlier to your Carrier.
1. CSR (Customer Service Record):
**Twilio Inc**
**548 Market St #14510**
**San Francisco, CA, 94104**
2. PIN
This will be a **4-digit code** used by the receiver to withdraw the phone number.
3. Current Account SID: **<REAL_GEEKS_SID>**
4. Phone Number Being Transferred: **<CRM_SMS_NUMBER>**
Finding Their RG SID:
Feel free to ask @Escalations to get it for you, but if you have Twilio access,
- Get their Site UUID from MCP
- Go to the Real Geeks Twilio account
- In the top right select Account v > Subaccounts
- Search the UUID in the box that says 'Search by name of SID'
- Their SID will be found in the middle column