Avery rings the person they asked for

When a caller asks for "Ms. Ortiz, please," they expect to reach Ms. Ortiz, not whoever happens to be first on your list. Starting today, Avery rings the person the caller asked for, and every attorney she rings knows why the phone is ringing before they say hello.

What changed#

Routing that listens.

• The person the caller asked for rings first. When a call is one Avery puts through and the caller names someone on that call's routing list, she rings that person. If the name sounds close but not certain, she checks with the caller. A name she doesn't recognize rings your normal order, as before.
• Each attorney hears who was asked for. When Avery briefs the person she's ringing, she says who the caller asked for, so a colleague picking up for a partner knows the call wasn't meant for them.
• No transfer without a reason. Avery finds out what the call is about before she puts anyone through. "I want to talk to Mr. Patel" alone isn't enough.
• The chain keeps moving. If an attorney answers and stays silent, Avery asks again, then moves to the next person. If someone hangs up before connecting, she rings the next person too.

Intake that fits the caller.

• Injured callers are asked how they were hurt and whether they've seen a doctor, plus how they heard about your firm.
• Insurance adjusters give the client's name and the claim number before Avery puts them through.
• Sales calls leave a short message for your firm instead of being transferred.

A better alert email. It names who the caller asked for and who Avery rang, with how each attempt ended. There's a one-tap call back button, so you can return the call straight from your phone.

Why it matters#

Picture a firm with three attorneys on its list for new injury cases, with the managing partner first. A man calls on Monday morning and asks for the associate who handled his sister's case last year. Before, Avery would have rung the managing partner, who'd have had to figure out who the caller wanted.

Now the associate's phone rings first, and Avery's brief says the caller asked for him by name, was hurt at work last week and hasn't seen a doctor yet. If he's in a meeting and doesn't pick up, Avery follows your rule from there, and the email later shows exactly who was rung and how each ring ended.

How to use it#

There's nothing to turn on. Avery only rings people who are on a routing rule, so check Hours & routing in your dashboard: anyone callers ask for by name should be on the list for the calls they take, with their number under Team & transfers. Your routing order still decides who rings when a caller doesn't ask for anyone.

Try it yourself: call your Receptiva number, ask for one of your attorneys by name, and say what the call is about.