Welcome to the AVOXI Knowledge Base. This guide helps you track your recent orders, manage required compliance documents, and understand our number porting workflows.

1. Order Status & Delivery Timelines

Why does my number's delivery date show as "Unavailable"?

If your dashboard status reads "Unavailable," it typically means we are awaiting additional information or required regulatory documentation from you.

• Next Steps: Once your documents are uploaded and approved, the portal will display an Estimated Date.
• Firm Dates: A confirmed delivery date will populate as soon as we have engaged the local carrier and received a firm Firm Order Commitment (FOC) date.

Where can I view numbers that I recently ordered?

You can track all recently purchased numbers that are not yet active, as well as in-stock numbers requiring action, by navigating to the Orders tab on your left-hand side menu within the AVOXI platform.

How long does it take for a new virtual number to become active?

Activation timelines depend heavily on local carrier inventory and regional regulatory processing speeds:

• In-Stock Numbers: Most virtual numbers are ready by the next business day.
• Special Order / Local Shortages: If a number requires a specialized carrier queue, our provisioning team will update your dashboard or reach out via email within 24 hours.

2. Regulatory Compliance & Document Uploads

How do I submit regulatory documents for my new numbers?

Many countries require local registration before a phone line can be activated. To submit these:

• Log into your AVOXI Platform and select Numbers from the sidebar.
• Look for any numbers displaying an Outstanding Action/Warning icon.
• Click the number and open the Compliance/Documentation tab.
• Review the regional requirements (e.g., Passport, Utility Bill, Letter of Intent) and click the Upload icon to attach your files.

I uploaded my documents, but my number is still blocked. What should I do?

Local providers restrict phone service until your identity is legally verified. Once you upload your files, their status will instantly change to "Submitted" and they will automatically route to our team for evaluation. The number will remain restricted until the verification process is complete.

How long does the document review process take?

The AVOXI compliance team typically reviews submitted documents within 24 business hours. The moment your documents are accepted or rejected, your dashboard status will instantly update in real-time.

Do I need to re-upload documents for future number orders?

No. Once your documents are successfully approved, they are securely stored in your account’s Document Library. If you purchase additional numbers in the same region with identical requirements, you can quickly link your saved files directly from the dashboard without re-uploading them.

What needs to be included in a Letter of Intent (LOI)?

If an LOI is required by local regulations, the document must be on your official company letterhead and include:

• Full business name and website URL.
• Authorized corporate contact details.
• A clear explanation of your intended business use case for the number.
• The physical signature and title of an authorized company officer (e.g., CEO, Director), along with a company stamp if applicable.

3. Managing Number Porting Requests

When does billing actually begin for ported numbers?

Billing only begins once your transfer is 100% successful and the number is officially active on our network. All monthly charges are automatically paused during the porting process until the transition is entirely complete.

Can I check if my existing numbers can be transferred before starting?

• Yes. You can test your numbers directly in the platform before initiating a transfer request:
• Go to the Numbers section and click Port Request.
• Select your origin country.
• Paste up to 200 phone numbers into the Number Portability Tester to immediately evaluate transfer viability for the entire batch.  Alternatively, reach out to your Account Manager who can assist in creating a porting project and detailed quote.

What do the different portability status results mean?

• Portable: The number can be transferred cleanly. The platform will immediately display a checklist of the required documents (such as a recent Letter of Authorization and Copy of Bill) to complete the request.
• Processing Required: The number is recognized but requires manual coordination due to localized carrier restrictions. You can still add it to your cart, and an AVOXI porting expert will reach out with a custom timeline.
• Not Portable / Invalid: The number is unsupported or unrecognized by our upstream carriers. Please contact sales@avoxi.com to explore alternative cloud routing options.

Will my business lines experience any downtime during the porting process?

No. Your business numbers will remain completely active and reachable with your current service provider throughout the entire transition period. The actual switch over to AVOXI happens seamlessly behind the scenes with zero loss of service.

How long does a standard number transfer take?

Porting timelines are dictated by regional regulatory frameworks and the responsiveness of your losing carrier. On average:

• US Toll-Free Numbers: 3 to 7 business days.
• US Local Numbers (DID): 1 to 3 weeks.

International Numbers (Toll-Free/Local): Approximately 30 business days, depending on the country.