# Cloud Telephony RFP Template: Requirements Checklist for Buyers A request for proposal (RFP) helps a business describe its voice and contact-handling requirements consistently so that providers can respond against the same scope. This template is a starting point: adapt it to your organisation, security policies and procurement process before sharing it with vendors. ## 1. Organisation and project overview - Organisation and business unit: - Primary contact and decision owner: - Locations and operating regions: - Project objective and current pain points: - Current telephony/PBX platform, if any: - Target go-live date and key dependencies: ## 2. Users, calls and numbers Ask providers to state assumptions for each item rather than estimating on your behalf without evidence. - Number of agents, supervisors and administrators: - Expected inbound and outbound call volumes: - Peak concurrent calls or required channels: - Calling destinations and expected call mix: - Required geographic, mobile, landline or toll-free numbers: - Existing numbers to port and any porting constraints: - Caller ID and outbound number requirements: ## 3. IVR, queues and call routing Attach a call-flow diagram if available. - Required languages and welcome prompts: - Menu levels and menu options: - Departments, teams and routing destinations: - Business hours, holidays and after-hours handling: - Queue, overflow and callback requirements: - Rules for invalid input, silence and unavailable agents: - Transfers, voicemail and escalation paths: - Any self-service or DTMF requirements: ## 4. Integrations and workflow - CRM, helpdesk or ticketing platform: - Required screen-pop or record lookup behaviour: - APIs, webhooks or event exports: - Data fields and call outcomes to synchronise: - Authentication and access-control requirements: - Integration owner and testing environment: - Any custom development assumptions: Ask vendors to distinguish native features from third-party connectors and custom implementation. ## 5. Recording, reporting and governance - Whether call recording is required and for which call types: - Recording retention and access requirements: - Reporting needed for calls, queues, missed calls and menu outcomes: - Export formats and reporting frequency: - User roles, audit logs and administration controls: - Applicable consent, privacy, retention and security policies: - Data location or contractual requirements, if applicable: The buyer should confirm legal and policy obligations with its own advisors; vendors should document how their proposed solution supports the stated requirements. ## 6. Availability, support and continuity - Business-critical calling hours: - Support hours and escalation contacts: - Required service commitments and how they are measured: - Internet or power failure scenarios: - Alternate destinations, routing failover or backup connectivity: - Incident communication and recovery expectations: - Maintenance windows and change notifications: - Responsibilities of the provider, customer and connectivity supplier: Ask for written commitments and test procedures. Do not rely on an unqualified uptime claim. ## 7. Implementation and migration - Discovery and solution-design activities: - Number porting and carrier dependencies: - Prompt recording and approval process: - Integration, configuration and testing scope: - User training and administrator handover: - Acceptance criteria and pilot plan: - Rollback approach and migration depen
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