Thanks for signing up. We’ve received your information and are beginning the onboarding process. This page explains what happens next, what to expect, and how to communicate with our onboarding team.
During onboarding, please keep all communication in one place to avoid delays or missed details.
That email thread is your onboarding ticket and ensures everything stays documented and organized.
Email delivery tip (recommended)
To avoid missing onboarding, porting, or time-sensitive updates, we recommend allowing emails from the following domains in your email system or local email client:
@callpenguin.com@mg.callpenguin.comThis is especially helpful if your organization uses spam filtering, hosted email security, or aggressive junk mail rules.
Our onboarding team will confirm your account details and billing preferences. If additional information is needed (for example, payment method or invoicing setup), we’ll send you a secure link to collect that information as part of the process.
Before we can prepare porting paperwork, we need to understand your phone number and extension needs. Some customers have many phone numbers but only wish to port a subset, so we confirm this up front.
You’ll receive a short questionnaire in your Welcome email to capture this information.
Once we have the necessary details, we’ll send your Letter of Authorization (LOA) and E911 documents via Zoho Sign. These must be completed before number porting can begin.
After documentation is complete, we move into equipment selection and setup. This can be handled with your internal IT team, a partner, or directly with you.
You are not required to purchase phones from PENGUIN. If you need recommended options or want to confirm compatibility, you can review our equipment page:
If needed, we can schedule a consultation call to review how you want your PENGUIN system configured. This may include call routing, ring groups, voicemail behavior, auto attendants, hours of operation, and other call-flow preferences.
Once equipment is installed and ready, we submit your port request. Porting timelines are controlled by your current carrier. While we always request the soonest available date, typical porting time is approximately 10 business days.
In the days leading up to your port, we perform final checks on our side. On the day of the port, we follow up to confirm calls are completing as expected.
After your port is complete, your account transitions to our support team. Standard support requests can then be directed to support@callpenguin.com.
Our provisioning team will also follow up approximately 30 days after port-in to ensure everything is working as expected.
Last updated: January 2026