Setting Up Google Voice for MAX On-Call Routing
Audience: Customers who use Google Voice and want to forward calls to MAX On-Call
Estimated Time to Complete: 5 to 10 minutes
This guide walks you through how to configure your Google Voice account so it can route to MAX On-Call effectively. If you’re looking to port an existing Google Voice number instead of creating a new one, refer to the section titled “Porting a Google Voice Number.”
If You Are Creating a New Google Voice Setup
1. Request a New Number
Reach out to your CSM (Customer Success Manager) to request a number specifically configured for your account. You can suggest a preferred area code during this step.
You will also need a working phone number that Google can use to send a verification code. This can be your personal number, the customer’s, or you can ask your CSM to provide one.
Note: Google Voice will not support two phone lines unless you have a business account.
2. Link the MAX Number to Google Voice
Log in to your Google Voice account
Navigate to Settings > Linked Numbers
Click New Linked Number
Enter the number provided by your CSM
Click Send Code to trigger verification
Retrieve the code from the verification phone and enter it when prompted
Once verified, the number will be linked and ready for call forwarding.
3. Adjust Google Voice Settings
To ensure successful routing and avoid issues with spam detection or failed forwarding:
Disable "Show my Google Voice number as caller ID"
This is critical. We use the caller ID of the resident for routing and authentication.
(Settings > Calls > Caller ID)Disable "Screen Calls"
Call screening prevents calls from routing cleanly through MAX.
(Settings > Calls > Call Screening)Add a 3-second delay before routing to MAX
Google Voice may trigger spam or “Are you a human?” prompts when calls are answered too quickly. MAX engineers will ensure this delay is added when provisioning your forwarding number.
Once everything is set, place a test call to your Google Voice number and confirm that MAX answers.
Porting a Google Voice Number (Optional)
If you would prefer to port your existing Google Voice number into MAX, follow the steps below.
Step 1: Unlock Your Google Voice Number
On your computer, open Google Voice.
In the top right, click Settings (the gear icon), then select Settings from the dropdown.
Go to the Account section.
Under the Google Voice number you wish to port out, click Unlock.
Complete the $3 USD payment using your Google Account (note: if your number was originally ported in from another carrier, this step may be free).
Contact your gaining carrier (in this case, the MAX team) to initiate the port request.
If successful, you’ll see “Number unlocked” displayed at the bottom left of the screen.
Tips:
If your carrier asks for your account number and PIN, provide your 10-digit Google Voice number and the PIN you use for Google Voice voicemail.
Some third-party services may not accept phone numbers originally issued by Google Voice, even after they’ve been ported to Google Fi. If you encounter issues, reach out to those providers directly.
Do not delete your Google Voice number until the porting process is fully complete.
Step 2: Submit Your Port Request
To complete a successful port request, your current carrier requires the below details for the authorized user or owner of the number. Send these details to your CSM.
First and last name of the authorized user
Phone number(s) you wish to port
Service address associated with the number (must be a physical address; PO Boxes are not accepted)
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Letter of Authorization (LOA)
The LOA must be signed by the authorized user and/or owner of the number(s)
The information on the LOA must match the current carrier's records, including the name and service address
LOA templates vary by country and carrier. If you are porting from outside the US or Canada, you can find international LOA templates here
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Recent phone bill (scanned or digital copy)
Must be dated within the last 30 days
Must include the account name, authorized user, service address, and the phone numbers being ported
Send the following to your Customer Success Manager:
A completed Letter of Authorization (LOA)
Your current service provider’s account number, PIN (if applicable), and a recent bill
The phone number(s) you wish to port
To help ensure your port request is processed smoothly, please double-check that all submitted information matches the service details on file with your current carrier. If there are any mismatches, such as the name, address, or account number, the request may be rejected, which can cause delays. The porting process will not continue until the information you provide matches what the carrier has on file.
LOA Template (Editable)
[Your Company Letterhead]
Date: [Insert Date]
To Whom It May Concern:
Subject: Letter of Authorization to Port Telephone Numbers
This letter serves as formal authorization for [New Service Provider Name] to act as our agent in porting the telephone numbers listed below from [Current Service Provider Name].
Account Holder Name: [Your Full Name or Company Name]
Service Address: [Street, City, State, Zip]
Billing Telephone Number: [e.g., 555-123-4567]
Account Number: [Provided by current service provider]
Account PIN (if applicable): [PIN]Telephone Numbers to be Ported:
[List all numbers to be ported]We confirm that the authorized representative is at least 18 years of age and that the name and address provided match the records on file. Please do not disconnect any services until the porting process is complete and confirmed.
If you have questions during setup or need help testing, feel free to contact your Success Manager directly. We are here to help ensure your calls are routed reliably and without delay.