Welcome to your AVOXI Order Management guide! We believe in complete transparency, which is why our system bridges the gap between our internal operations and your portal dashboard.
You can now track the real-time status of recently ordered numbers, view upcoming delivery dates, and handle outstanding action items directly within the AVOXI online portal—no phone calls or support emails required.
Navigating Your Portal: Orders vs. Active Numbers
You can manage all of your phone numbers from the Numbers section in the left-side navigation bar. Inside, you will use two main tabs to track your assets:
1. The Orders Tab
Think of this tab as your active "to-do" list. It tracks recently placed orders, numbers currently being processed, or orders that need your attention.
Multi-Item Orders: If you ordered multiple numbers together, they are grouped under a single order number. Simply click the drop-down arrow on the Order Summary to view individual line items.
Visibility Logic: To keep your workspace clean, items stay on this dashboard only while they are active. The moment an order is finalized (Completed or Cancelled), it automatically shifts to your Order History tab. Note: Completed or Cancelled single-item orders will remain visible on your primary dashboard for 7 days before archiving.
The Multi-Item Gate: If you have a large order and even just one number is still in progress or blocked, the entire order will stay on your main dashboard until every single item is resolved.
2. The Active Numbers Dashboard
This is where your live numbers live! To help you prepare for deployment, numbers appear here the moment they are assigned or porting begins so you can start configuring them early.
Understanding Your Activation Stages
As your number moves from a new order to a live line, its appearance on your Active Numbers Dashboard will change:
Stage 1: Pre-Activation (Inactive / Pending)
This stage occurs while your order is being processed by carriers or undergoing local regulatory review.
How it looks: The number will appear greyed-out on your dashboard with a "Not Active" tag and an orange icon.
What you can do: You CAN proactively modify and set up your Forwarding Rules ahead of time! This ensures that the moment the number goes live, your calls route perfectly.
What is restricted: Number testing and bulk actions are temporarily deactivated to prevent accidental errors while the line is being built.
Special Note for TrueLocal Numbers: If you ordered a TrueLocal number that requires local regulatory approval, it will appear here in this greyed-out state immediately. It will remain locked in this phase until all local compliance checks are completely greenlit.
Stage 2: Post-Activation (Active & Live)
Your number is officially ready for business!
How it looks: The greyed-out appearance disappears, the line turns green, and it displays a "Newly Ported" or "Fully Active" tag.
What you can do: The number is fully functional, open for active billing, and ready to make and receive calls.
Order Status & Timeline Guide
When viewing the Orders tab, the Status column will show one of 11 precise milestone "Intent Buckets." This tells you exactly where your order stands and if we need your help.
No Action Required (AVOXI & Carriers are Working)
Order Submitted: We have received and validated your order. Our team will begin the provisioning process shortly.
Under Review: We have received your update or documentation and our compliance team is currently reviewing it.
Verification Pending: AVOXI is performing technical due diligence and background verification on your order details.
Submitted to Carrier: We have submitted your order details to our third-party carrier partners and are currently awaiting their validation, approval, and next steps.
Port Approved: [Porting Orders Only] Great news! Your port request has been approved by the losing carrier, and we are finalizing the official transition date.
Port Date Received: [Porting Orders Only] The carrier has officially confirmed your port date. Your service transition is scheduled!
Validating Installation: Your number is assigned and active on our network. It is currently undergoing automated and manual quality assurance testing by our engineering team to ensure flawless routing before final delivery.
In Progress: AVOXI is actively configuring your new environment, setting up required network settings, and coordinating with partner networks to ensure a seamless connection.
⚠️ Action Required (Your Attention is Needed)
Information Required: We require additional configuration details or specific local regulatory documentation from you to move this order forward.
Port Rejected: [Porting Orders Only] The carrier has rejected the port request due to incorrect account information or a suspended line. Please update your details in the portal so we can resubmit.
🏁 Final Milestone States
Completed: The installation or porting process is completely finished. The number is fully operational, unlocked in your dashboard, and ready to make and receive calls.
Cancelled: This order has been cancelled and will automatically move to your order history tab immediately.
💡 A Note on Delivery Dates: Your dashboard uses the ISO 8601 standard (YYYY-MM-DD) for all dates. Before a carrier commits to a hard date, timelines are shown as business-day durations (e.g., 3–5 business days). If an order status is marked as Information Required, the delivery date column will automatically display as "Unavailable" until the necessary documents are provided.
How to Upload and Manage Required Documents
If your order status switches to Information Required, you can easily manage your compliance files directly through the portal using either a fresh upload or our automated reuse feature.
Step-by-Step Upload & Reuse Process
Go to the Orders tab and click on the order that requires action.
Locate the section or number missing documentation.
-
Choose your submission method:
To Reuse a Document (One-Tap Compliance): If you have a previously approved, valid document on file for that region, our Smart Document Matcher will automatically reuse it.
To Upload a Fresh File: If you do not have a matching document, or if you prefer to submit new information, click the upload arrow next to the missing section and select the file from your computer or device.
Instant Submission: The moment all documents have been uploaded, the system automatically hands it off to our team, and your status will immediately update to Under Review.
Smart Features to Know:
The Approved Document Library (ADL): Any document that is successfully approved by our team is automatically saved to your secure library. The next time you order a Jetpack number in that same region, the portal will proactively reuse, saving you from repetitive uploads.
Real-Time Feedback: If a document is rejected by a carrier or local authority, your status will update to Information Required (or Port Rejected for porting cases), and a helpful note will appear explaining exactly what needs to be corrected (e.g., "Your document has expired; please upload a current utility bill.").
Can't see your orders? Access to the Orders tab and document upload tools requires Admin or Provisioning User role permissions. If your screen is missing these options, please contact your account Administrator to update your User Management settings.
Need to Cancel an Order?
Currently, order cancellations cannot be processed automatically within the online portal platform. If you need to cancel a pending number or order, please reach out directly to our Account Manager, and an agent will take care of it for you immediately.
