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Cutover guide

What happens on transfer day.

Transfer day (also called cutover day) is when your phone number officially switches from your old carrier to KaiCalls. Here is what to expect and how to test it.

Kai handing over the completed phone line

Usually morning

Switch window

Most carriers move the route between 9:00 AM and 12:00 PM local time.

Keep old line on

Until tests pass

Do not unplug or close your old phone service until your tests succeed.

Test in & out

Two-way check

Call your number to hear Kai, then call out to check caller ID.

Timeline

What happens hour by hour.

Here is how the carrier handoff happens during the day.

  1. 1

    Morning: Route updates across carriers

    Carriers across the country update their telephone routing tables. During this window, some calls may still reach your old line while others reach Kai.
  2. 2

    Midday: Status turns to Complete

    Once the main switch completes, your KaiCalls dashboard updates to show your number is active and ready for testing.
  3. 3

    Afternoon: Run test calls

    Dial your number from an outside phone to verify Kai answers. Test your call flow, alerts, and caller ID.

Verification

Five tests to run on switch day.

Complete all five checks before you consider the cutover finished.

  • Call your number from a mobile phone: Verify Kai answers and greets you correctly.
  • Ask Kai a question: Confirm he takes a message or books a time on your calendar.
  • Check your cell phone: Confirm you receive the lead alert text or email summary.
  • Check your KaiCalls dashboard: See the new call recording and transcript appear in your call log.
  • Make a test outbound call from KaiCalls: Confirm the recipient sees your business caller ID.

Mixed routing

If calls still ring your old phone.

Sometimes one carrier takes an extra hour to update their system.

Some callers reach Kai, others reach the old phone

This is normal for a few hours on switch day. It is called carrier propagation. Give it two to three hours to finish spreading across regional networks.

Callers hear a busy signal or fast beep

Report this right away to support@kaicalls.com. Our carrier team will ping the routing gateway.

Customer texts do not reach Kai

Text routing (SMS) takes separate registration. Check A2P Setup to ensure your brand is approved.

I need to roll back to my old carrier

If an emergency happens on cutover day, email support@kaicalls.com immediately. We can request an emergency carrier snap-back.

Final step

When is it safe to cancel your old bill?

Wait at least 24 hours after a successful test before canceling your old carrier account. Make sure no other services (like office internet or building alarms) were sharing that bill. When you call your old carrier, tell them: "The number has already ported out; please close only the phone line billing."