In S4B Online, is it possible to convert a user number into a service number? We are working on moving a client to S4B PSTN Calling and since AA isn't available yet, we are going to use Team Call Groups to handle the primary incoming line to the business. When AA is GA, we will want to change that number from a user number to a service number.

We have an identical requirement and my guess is that a lot of other people do too. In lieu of the AA availability, our main company number was assigned to a User. Now that AA is rolling out, we want to continue using that published main phone number for our Auto Attendant - having to create an entirely new number for that purpose is not an option. I guess we could auto-forward the User number to a newly acquired AA service number (is this possible?), but that seems like a hack, and forces up to have to create an extra number.

This is an old thread, but for anyone else that finds this, see the following article: What you want to do? Do these steps and download the correct formsGet new user phone numbers that aren't listed in the Microsoft Teams admin center.Download the https://github.com/MicrosoftDocs/OfficeDocs-SkypeForBusiness/blob/live/Teams/downloads/new-number-request-forms/new-phone-number-request-for-the-u.s.-(user-numbers)-(v.3.0)-(en-us).pdf?raw=true form, fill it out and mailto:gcstnmsd@microsoft.com.Get new service phone numbers that aren't listed in the Microsoft Teams admin center.For service numbers inside of the United States, please https://github.com/MicrosoftDocs/OfficeDocs-SkypeForBusiness/blob/live/Teams/downloads/new-number-request-forms/new-phone-number-request-for-numbers-inside-the-u.s.-(service-numbers)-(v.1.0)-(en-us).pdf?raw=true, fill it out, and mailto:ptn@microsoft.com.Get phone numbers transferred to us.Download one of these forms:https://github.com/MicrosoftDocs/OfficeDocs-SkypeForBusiness/blob/live/Teams/downloads/LOA-forms/letter-of-authorization-(loa)-for-the-u.s.-(user-and-service-numbers)-(v.3.2)-(en-us).pdf?raw=truehttps://github.com/MicrosoftDocs/OfficeDocs-SkypeForBusiness/blob/live/Teams/downloads/LOA-forms/Letter-of-authorization-(loa)-for-the-u.s.-(toll-free-numbers)-(v.3.2)-(en-us).pdf?raw=trueNote: If you are trying to get more than 999 subscriber or user phone numbers, you will need to fill out a Letter of Authorization (LOA) and send it to us. See https://docs.microsoft.com/en-us/microsoftteams/transfer-phone-numbers-to-office-365 for more information.Fill it out and mailto:ptn@microsoft.com.Change a user's number to a service number.mailto:ptn@microsoft.com your PIN and the list of user numbers you want to convert to service numbers. To set up a PIN, go https://docs.microsoft.com/en-us/skypeforbusiness/what-are-calling-plans-in-office-365/set-your-pin-for-transferring-numbers-to-a-new-service-provider.Transfer numbers from one Office 365 organization to another.mailto:ptn@microsoft.com the list of user (subscriber) phone numbers you want to transfer along with the PIN of the source organization where you want to transfer the numbers from. To set up a PIN, go https://docs.microsoft.com/en-us/skypeforbusiness/what-are-calling-plans-in-office-365/set-your-pin-for-transferring-numbers-to-a-new-service-provider. Ref: https://docs.microsoft.com/en-us/microsoftteams/manage-phone-numbers-for-your-organization/phone-number-management-for-the-u-s

This feature/capabiliy is not support yet. If this is a must have, you would need to open a support ticket with this request. I would encourage you to exaplain the reasoning as this request will go to a product owner to assess the viability. It will also serve as feedback for future planning.

Since the AA preview was recently provisioned on our tenant, I went ahead and created a support request to have them change one of our assigned "user" telephone numbers to be a "service" number instead. They required a bit of information (including a form to be filled out and signed - it looked like the form you'd use for a port order). Once received, I was told it would take a couple of weeks to make the change. Sigh.

Follow up:I talked with O365 support. There is a reference on the "Skype how to get phone numbers page" to an email address to send requests to, in the USA at least, for converting a user number to a service number. Link below.https://support.office.com/en-us/article/Get-phone-numbers-for-Skype-for-Business-Online-6b61cb3c-361c-48a8-a9ef-d81bddde27bb?ui=en-US&rs=en-US&ad=USIt has you send emails to ptn@microsoft.com requesting a change to a service number. You need to change a user's number to a service number.mailto:ptn@microsoft.com the list of user numbers you want to convert to service numbers. Support told me that the requests take up to 48 hours to complete.

Change User Number to Service Number | Microsoft Community Hub

24 Replies

CarnegieJ-IAYF
Iron Contributor
Oct 18, 2017
Is there a recommended approach during the porting process/wizard to port respective numbers as service numbers instead of as user type numbers? This would save me a step during customer Phone System projects.

Kind regards,
Carnegie
- Justin Kingston
  Iron Contributor
  Oct 18, 2017
  CarnegieJ-IAYF if you request the LOA template from ptn@microsoft.com, there's a tick box to specify if you're porting subscriber v. service numbers, but no way I've seen to do a mix of the two; we're winding down on our ports, but I've been bringing every site over as subscriber, then firing off an email to ptn@ when the port happens to get numbers converted; it normally happens with 30m of submittal, actually been the easiest part of every port so far (15 and counting)
  - CarnegieJ-IAYF
    Iron Contributor
    Oct 18, 2017
    Justin KingstonDitto... same experience on this end. After the port is completed, I fired off an email to 'ptn' and I received a prompt response of the conversion to a service number. Thank you for the tip on requesting an LOA template.
    Pondering... what may happen if two LOA template forms were submitted together? Would I get the same cut over date/time for both submitted templates? One LOA template for user type numbers and one LOA template for service type numbers. Main goal is to have a single cut over date/time to set customer expectations and promptly restore voice communications.
    
    --
    Carnegie
DavidStone
Copper Contributor
Mar 06, 2017
I am in the UK, and I have just managed to get Microsoft to port 5 user numbers to service numbers. It took weeks for them to work out how to do this but it is possible.

Further Information:
I had 5 numbers listed with British Telecom, which were ported into Skype for Business as User Numbers. When I informed Microsoft that these need to be Service numbers, they suggested that I port them out of Skype for Business and then port them back as Service numbers. This was not going to happen, as British Telecom would lock the numbers into a new contract. So this was given back to Microsoft to sort out.
- DavidStone
  Copper Contributor
  Mar 17, 2017
  I sent a email to my support contact at Microsoft:
  
  This is the reply from my contact.
  
  "Even the porting team has received multiple requests from customers to convert numbers from Subscriber to Service or vice versa. This, however, is still not a supported scenario in EMEA region.
  
  Your number conversion was the first time this was done and only as a goodwill gesture from our carrier partner.
  
  However, with your move we faced numerous challenges and quickly learned that we and our partner are not ready to support this scenario the same way it was done for you.
  
  We still do acknowledge the need for this feature and as such, Microsoft is actively working on coming up with a plan to start supporting such scenarios in EMEA, but the work on this is still in progress."
  
  So it looks at present this is still a Microsoft goal, but not yet.
  - Stuart Anderson
    Copper Contributor
    Mar 17, 2017
    Hi David
    
    Thanks for the reply, looks like we will have to port it out and back in again.
- Stuart Anderson
  Copper Contributor
  Mar 16, 2017
  Hi
  
  We would like to do this too but support are saying its not possible.
  
  Could you post the SR number you used so we could refer to it when talking to support?
MTSBob
Iron Contributor
Nov 09, 2016
We have an identical requirement and my guess is that a lot of other people do too. In lieu of the AA availability, our main company number was assigned to a User. Now that AA is rolling out, we want to continue using that published main phone number for our Auto Attendant - having to create an entirely new number for that purpose is not an option. I guess we could auto-forward the User number to a newly acquired AA service number (is this possible?), but that seems like a hack, and forces up to have to create an extra number.
- Deleted
  Nov 11, 2016
  Bob, we are going to be wanting to do this same exact thing. We had to assign our main number to a user and utilized team calling since AA is not available yet. Once it is we would want to make that number a service number also.
  - MTSBob
    Iron Contributor
    Nov 11, 2016
    Since the AA preview was recently provisioned on our tenant, I went ahead and created a support request to have them change one of our assigned "user" telephone numbers to be a "service" number instead. They required a bit of information (including a form to be filled out and signed - it looked like the form you'd use for a port order). Once received, I was told it would take a couple of weeks to make the change. Sigh.
- Helbert Fonseca Maich
  Iron Contributor
  Nov 09, 2016
  Thanks Bob for bringing this up. I flagged this to the product owner team and it is been discussed the possibility to support transitioning numbers between the types.
  I'll make sure that your report is also surfaced and considered for the decision.
  Thansk again,
  Helbert
Helbert Fonseca Maich
Iron Contributor
Sep 22, 2016
This feature/capabiliy is not support yet.

If this is a must have, you would need to open a support ticket with this request. I would encourage you to exaplain the reasoning as this request will go to a product owner to assess the viability. It will also serve as feedback for future planning.

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Change User Number to Service Number

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