Pilot Hosted Voice Installation

    This article explains how we install Pilot Voice. It also covers the porting process and general time frames needed to get up and running.


    Pilot aims to make the voice installation process as easy as possible to minimize disruptions to your team’s daily activities. We schedule the handset installation around the number transfer (also called porting) timeline your previous carrier provides to ensure a smooth transition to Pilot.

    Preparing for porting

    First, Pilot needs a Customer Service Record (CSR), or equivalent documentation so we can transfer your phone number(s).

    A CSR is the document of proof for a given phone number. Other documents can be used, but a CSR usually speeds up the process because port requests are more likely to go through without any hiccups. Your previous carrier can provide a CSR.

    Pro tip: Make sure to clarify that you want the CSR and not just your billing records.

    Once Pilot has all documentation, our team submits a porting request. If all the provided account information is correct, a full port should only take 15 days to go through. But depending on your previous provider’s policies, a full port could take up to 45 days.

    Setting up features

    While we’re waiting on the number transfer to go through, make note of how your current phone system runs and let your CXA know. This helps us identify and understand any existing call flows you might have so we can carry them over. 

    Things to note before install: 

    • What happens when someone calls your main phone line? Does a receptionist answer or is there a pre-recorded message?
    • Is there a recorded phone directory that lists employee extensions?
    • Which phones ring when a customer calls?
    • Do calls go straight to voicemail outside of business hours?

    Thinking you may want to start from scratch or set up new features? This is a perfect time to do it. 

    Check out all available Pilot Voice features in this article. 

    Provisioning your network

    Next, we’ll verify your network is ready. Depending on your office’s setup, you might need to provision your firewall and ports so that Pilot Voice will work. 

    Pro tip: If you’re not the technical contact at your company, loop in your IT manager or consultant for this step!

    Learn more about provisioning your network here.

    Installing Pilot Voice handsets

    Finally, on the day that the number transfer is scheduled to go through, our Support team will come to your office to set up new handsets. While we do this, your team won’t be able to use their handsets for about 15 minutes. 

    If you have more questions about the Pilot Voice installation process, reach out so we can help.

    Was this article helpful?

    Send feedback

    Can’t find what you’re looking for?

    Pilot’s local support team is here for you.

    Contact Support