Yes—Brilo AI supports bringing your existing phone number into your Brilo AI deployment, but the path depends on carrier rules and whether you want a direct number port or to forward calls to a Brilo AI-assigned phone number or SIP endpoint. Brilo AI can accept calls delivered to a Brilo AI number, a SIP endpoint, or via carrier-level porting when your carrier and local regulations permit. Porting timelines, carrier approvals, and required documentation vary by country and carrier, so Brilo AI typically coordinates with you and your carrier to validate options and avoid forwarding loops. When immediate continuity is required, many customers temporarily configure carrier-level call forwarding to the Brilo AI-assigned number while the port completes.

Can I move my number to Brilo AI? — Yes. Porting or carrier forwarding can be coordinated with Brilo AI; timelines depend on your carrier and region.

How do I transfer my DID to Brilo AI? — Brilo AI can accept a direct port of a Direct Inward Dialing (DID) number or receive calls via a SIP endpoint; carrier approval is required for a port.

Can I forward calls to Brilo AI while my number is being ported? — Yes. Temporary call forwarding to your Brilo AI-assigned number is a common approach to maintain service during porting.

Enterprises ask about porting because retaining an existing phone number is often essential for customer trust, regulatory records, and account linking in industries like healthcare, banking, and insurance. Buyers need to understand telephony options (number porting, carrier call forwarding, SIP trunking) and the impact on continuity, call routing, and compliance. For regulated environments, teams must plan how calls carrying sensitive data are routed during and after the port to avoid service gaps or unintentional data exposure.

Brilo AI handles number migration in two common ways: direct number porting and carrier-level forwarding. With a direct port, your carrier transfers the number so incoming PSTN calls terminate directly on the Brilo AI service or a Brilo AI-managed SIP endpoint. With forwarding, your carrier forwards calls to a Brilo AI-assigned phone number or SIP endpoint until the port completes. Brilo AI validates expected call volume, configures routing, and recommends retry and voicemail settings to preserve caller experience and context across transfers.

Number porting moves a phone number from your current carrier so calls terminate on Brilo AI infrastructure or an agreed SIP endpoint. A Brilo AI-assigned phone number is the temporary or permanent DID Brilo provides to receive calls when direct porting or SIP delivery is active.

For planning and handoff behavior, see Brilo AI’s use case on intelligent call transfers and handoffs: Brilo AI smart call transfer guide.

Brilo AI will not initiate a carrier port without required documentation and your explicit authorization. Porting is subject to carrier verification, existing contractual obligations, and local numbering regulations. Brilo AI recommends temporary forwarding to avoid dropped calls during the port and to test warm transfers and routing before switching live traffic. Brilo AI will not change regulatory caller-ID obligations or bypass carrier-level validations.

A SIP endpoint is the network address where Brilo receives SIP signaling for voice; a SIP endpoint must be provided and validated before carrier cutover to prevent call loss.

For recovery and outage behaviors related to forwarding and carrier-level routing, review operational guidance in: What happens if the system goes down?

Note: Do not treat this as legal or compliance advice — consult your compliance team for PHI or regulated call handling.

Brilo AI workflows support warm and cold transfers to human agents or external phone numbers once calls arrive on the Brilo platform. During and after porting, configure routing rules so the Brilo AI voice agent either (1) transfers with context to a human extension via SIP trunk, (2) performs carrier-level outbound warm transfer, or (3) escalates to voicemail or callback workflows. When you expect high escalation volume during porting, validate concurrent call capacity and worker availability to prevent dropped or misrouted handoffs.

For telephony routing and forwarding guidance, see Brilo AI setup notes on capacity and routing: Brilo AI guidance for concurrent call routing and forwarding

Porting an existing number to Brilo AI preserves brand continuity and avoids customer confusion from number changes. Using temporary forwarding during the port reduces downtime and maintains SLA commitments in customer-facing teams. Properly planned ports let Brilo AI deliver consistent IVR, authentication, and transfer context, resulting in fewer repeat calls and better handoffs to human agents where required.

How long does porting usually take?

Porting time varies by carrier and country; it can be hours to several business days. Brilo AI helps coordinate with your carrier but cannot change carrier processing times.

Will caller ID or display name change during porting?

Caller ID behavior depends on carrier policies. During forwarding, caller ID may show the original caller; after a direct port, caller ID should behave as previously configured with your number.

Can I keep multiple DIDs on Brilo AI?

Yes. Brilo AI can receive multiple DIDs via direct port or SIP delivery; you should provide the full list and expected concurrent call volume during setup.

What happens if the port fails or is delayed?

If a port is delayed, Brilo AI recommends keeping carrier-level forwarding in place until the carrier confirms completion. Brilo AI support will work with you to validate recovery options and avoid forwarding loops.

Do I need a SIP trunk to port a number?

A SIP trunk is not always required for a direct port; Brilo AI can receive a ported number directly. However, a SIP endpoint or trunk is commonly used for SIP-based delivery and integrations and should be provisioned if you plan SIP routing.