Phone System Requirements Template for Luxembourg Businesses

Phone System Requirements Template for Luxembourg Businesses

Phone System Requirements Template for Luxembourg Businesses

by PBX.lu Editorial on July 2, 2026
Define what the business needs before comparing providers. Most providers can quote a monthly per-seat price in minutes. Getting a quote that actually reflects your business takes longer, because providers need to understand your call flows, your numbers, your integrations, and your compliance obligations before they can price accurately. A written requirements document changes the conversation: it shifts the burden of discovery from the provider's sales call to your own desk, and it gives you a consistent basis for comparing quotes side by side.
Work through each section below before you contact a provider. The completed document becomes the brief you send out. The scoring guide at the end tells you what to check when the quotes come back.

How to Use This Template

📋 Step 1 — Work through each section alone first
Read each section and fill in what you know. Leave fields blank where you are unsure: a blank field is useful information for a provider, not a gap to hide.
📋 Step 2 — Involve the people who use the phones
Your receptionist, sales lead, or office manager will know things you do not: how calls are transferred, which numbers clients dial, what happens when nobody answers. Spend 20 minutes with them before you finalise the document.
📋 Step 3 — Send the completed document with your request for quotes
Paste or attach it when you contact providers. Ask each provider to address every section. Responses that skip sections or replace specifics with vague promises are a signal worth noting.

Section 1: Company Profile

Providers use your company profile to check number availability, verify regulatory eligibility, and assign an account manager. Fill this in exactly as it appears on your official business registration.
📋 Copy this section
  • Legal company name: __
  • Trading name (if different): __
  • VAT number: __
  • Registered address: __
  • Main office address (if different): __
  • Country of incorporation: __
  • Primary contact name: __
  • Primary contact role: __
  • Primary contact email: __
  • Primary contact phone: __
  • Number of office locations: __
  • Location addresses (list each): __
  • Planned locations in next 12 months: __

Section 2: Numbers and Porting

Number porting means transferring your existing phone numbers from your current provider to the new one. The process is regulated and takes a defined period: typically 5 to 10 working days in Luxembourg for geographic numbers. Providers need your current numbers and current provider details before they can confirm portability.
See also: Number portability · SIP trunking
📋 Copy this section
  • Current provider name: __
  • Contract end date with current provider: __
  • Numbers to port (list each, with country code): __
  • Number type for each (geographic / non-geographic / mobile / freephone): __
  • Numbers used for fax or alarm systems: __
  • Do any numbers appear in directories or printed materials: __
  • New numbers required (how many, in which country code): __
  • Do you need numbers in Belgium, France, or Germany as well: __
  • Do you need a freephone (800) or shared-cost number: __

Section 3: Call Flow

Call flow describes the path a call takes from the moment it arrives at your number to the moment it is answered or ends. Documenting your call flow before contacting a provider prevents misunderstandings about routing complexity and helps you identify features you actually need.
📋 Copy this section
Inbound calls
  • Main number(s) that clients dial: __
  • First point of handling (auto attendant / direct to a person / ring group): __
  • Languages callers may speak: __
  • Opening hours (days and times): __
  • Out-of-hours handling (voicemail / message / redirect to mobile): __
  • Public holidays handling: __
Transfers and queues
  • Do calls need to be transferred between staff or departments: __
  • Are there named departments or groups (sales, support, accounts): __
  • Maximum acceptable wait time before a caller hears a message: __
  • Do you need a queue with hold music: __
Outbound calls
  • Which number should appear on outbound calls (main number / individual DDI): __
  • Do staff make international calls: __ (if yes, to which countries): __
  • Do staff make calls from outside the office (mobile, home): __

Section 4: Feature Checklist

This section uses a three-tier priority structure. Work through each tier and mark the features that apply. You do not need to know the provider's name for each feature; you are defining what the system must do.
Browse the full features guide for plain-language descriptions of each capability.
✅ Must have — features your business cannot operate without. These are non-negotiable and must appear in any quote.
 
  • Voicemail to email: __
  • Call recording (specify: all calls / on demand / by extension): __
  • Auto attendant with time-based routing: __
  • Ring groups or hunt groups: __
  • Call transfer (blind and attended): __
  • Hold with music or message: __
  • Mobile app for iOS and Android: __
  • Web-based admin portal: __
  • Number porting support: __
  • Uptime SLA (minimum acceptable %): __
⚠️ Nice to have — features that would improve operations but are not blockers. Useful for comparing providers at similar price points.
 
  • Video calling: __
  • CRM integration (which CRM): __
  • Microsoft Teams integration: __
  • Call analytics and reporting dashboard: __
  • Wallboard for call centre: __
  • SMS or messaging: __
  • Call whispering or monitoring: __
  • Fax to email: __
  • IVR with multiple levels: __
  • International toll-free numbers: __
💡 Probably not needed — features sometimes included in enterprise packages. Note these to avoid paying for capabilities you will not use.
 
  • On-premise hardware PBX hybrid: __
  • Operator console / receptionist switchboard: __
  • Contact centre with ticketing: __
  • AI real-time transcription: __
  • Call centre wallboard with live agent stats: __

Section 5: Integrations

An integration connects your phone system to another software tool your business uses. Common examples are CRM platforms, helpdesk tools, and calendar systems. Some integrations are built into the provider's platform; others require a third-party connector.
📋 Copy this section
  • CRM in use (name and version): __
  • Helpdesk or ticketing system: __
  • Email platform (Microsoft 365 / Google Workspace / other): __
  • Do you use Microsoft Teams for internal chat: __
  • ERP or accounting system: __
  • Calendar platform: __
  • Any other business-critical software that staff use during calls: __
  • Do you need click-to-call from your CRM or browser: __
  • Do you need call data written back into your CRM automatically: __
  • API access required (for custom integrations): __

Section 6: Connectivity and Hardware

A Cloud PBX system runs over your internet connection. Call quality depends directly on bandwidth and connection stability. Providers need to know your connectivity setup before they can confirm whether your site is suitable or whether you need additional resilience.
See: Why your internet connection makes or breaks your Cloud PBX · SIP trunking
📋 Copy this section
Internet connection
  • Current internet provider: __
  • Connection type (fibre / cable / DSL / 4G backup): __
  • Download speed (Mbps): __ Upload speed (Mbps): __
  • Do you have a backup internet connection: __
  • Does your router support QoS (Quality of Service) for voice traffic: __
Hardware
  • Desk phones preferred: yes / no
  • If yes, preferred brand or existing model in use: __
  • Number of desk phones required: __
  • Headsets required: yes / no / some staff only
  • Conference room speakerphones required: yes / no (if yes, how many rooms): __
  • Will staff use a softphone (app on laptop or PC) instead of desk phone: __
  • Are there reception or operator desks with specific call-handling needs: __
Network
  • Does your IT team manage a separate voice VLAN: __
  • Do you have a firewall that may need SIP configuration: __
  • IT contact name for technical onboarding: __

Section 7: Compliance

Luxembourg businesses are subject to GDPR for call recording and data retention, and to ILR regulations for number registration and emergency call obligations. Some sectors (legal, financial, healthcare) have additional requirements. Flag these before you sign a contract.
📋 Copy this section
  • Do you record calls: yes / no / planning to
  • If yes, do callers receive a recording notification: __
  • Maximum data retention period for recordings (months): __
  • Are recordings stored inside the EU: required / preferred / no requirement
  • Do you operate in a regulated sector (legal, financial, healthcare, insurance): __
  • Do you have an obligation to produce call records on request (legal hold): __
  • Do you require a data processing agreement (DPA) with the provider: __
  • Are there staff in Belgium, France, or Germany who need local compliance coverage: __
  • Emergency calling: do staff need to be able to reach 112 from their device: __

Section 8: Budget and Contract

This section is for your internal reference. Use it to set your own limits before you receive quotes. See the Cloud PBX pricing guide for Luxembourg SMEs for typical market ranges before you fill in your figures.
📋 Copy this section
  • Maximum monthly budget per user (EUR): __
  • Maximum total monthly budget for telephony (EUR): __
  • Setup or migration costs: acceptable up to EUR __
  • Hardware budget (one-off): __
  • Contract length preferred: month-to-month / 12 months / 24 months / 36 months
  • Earliest acceptable go-live date: __
  • Hard deadline for migration (if any): __
  • Decision-maker who must sign the contract: __
  • Will you require a pilot or trial period before full rollout: __

Worked Example: Fiduciaire Rollingen

💼 Completed template — Fiduciaire Rollingen S.à r.l. (12 staff)
Section 1: Company profile
Legal name: Fiduciaire Rollingen S.à r.l. VAT: LU12345678. Address: 4 rue de la Gare, L-7440 Lintgen. One office location. No planned expansion in the next 12 months.
Section 2: Numbers and porting
Current provider: POST Telecom. Contract ends: 31 August 2026. Numbers to port: +352 26 XX XX XX (main geographic), +352 26 XX XX X1 (fax line). New numbers needed: 12 individual DDIs for staff. No Belgian or French numbers required. No freephone numbers.
Section 3: Call flow
Main number answered by auto attendant during office hours (Monday to Friday, 08:00 to 18:00). Caller hears a French greeting with three options: press 1 for accounting, press 2 for payroll, press 3 for administration. Out of hours: voicemail to email. No queue needed; calls go directly to the relevant ring group. Outbound calls show the main company number. Staff occasionally call clients in Belgium and France; no other international calling required.
Section 4: Feature checklist
Must have: voicemail to email, auto attendant with time-based routing, call transfer (blind and attended), ring groups (accounting, payroll, administration), mobile app for iOS and Android, web admin portal, number porting support, 99.9% uptime SLA.
Nice to have: Microsoft 365 integration, basic call reporting, fax to email for the existing fax number.
Probably not needed: contact centre features, AI transcription, on-premise hardware, operator console.
Section 5: Integrations
Microsoft 365 in use (Exchange and Teams for internal chat). No CRM. Click-to-call not required. Fax to email is needed for the existing fax number.
Section 6: Connectivity and hardware
Fibre connection (200/50 Mbps). No backup line currently. Eight desk phones in use (Yealink T42S); four staff prefer softphone only. One meeting room; no speakerphone currently (open to provider recommendation). IT managed externally: contact Serge X, serge@itcompany.lu.
Section 7: Compliance
No call recording at present. Firm is IFP-regulated (financial sector). EU data storage required for any future recordings. Data processing agreement required. All staff based in Luxembourg; 112 emergency access required on all devices.
Section 8: Budget and contract
Target: up to EUR 4 per user per month for the seat fee (calls billed separately). One-off setup costs: acceptable up to EUR 500. Hardware: replacement of any incompatible phones, budget to be confirmed with provider quotes. Preferred contract: 12 or 24 months. Target go-live: 1 October 2026. Decision-maker: Managing Partner.

Scoring the Quotes You Get Back

When quotes arrive, your requirements document gives you a fixed reference point. Check each quote against your Must Have list first: any provider that does not address a Must Have in writing is not a viable option, regardless of price.
📊 Three things to verify in every quote
First, confirm that each Must Have feature is included in the quoted tier and not priced as an add-on. Second, check the porting process: ask for a written timeline and confirm who manages it. Third, read the SLA: the uptime percentage matters less than what the provider does when they miss it and whether compensation is automatic.
 
📚 Related guides on pbx.lu
Compare what each feature does in the features guide. See how providers differ in the comparison hub. For the cost side before you send quotes, read the Cloud PBX pricing guide for Luxembourg SMEs. For call routing setup, see the opening-hours routing tutorial.
 
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