So you’ve finally decided to hire a phone agent. Maybe they’re working remotely here in the U.S., or maybe they’re in Mexico (or anywhere else in the world).
Now comes the big question: how do you actually get the calls that come into your law firm to reach them?
There’s a Version 1 of this setup, and then there’s a Version 2. Let’s walk through both.
Version 1: The Simple Setup
Let’s start with the basics.
Right now, you’ve got phone calls coming into your law firm, maybe through a VoIP system like Comcast, Cox, RingCentral, or another provider. Or maybe you’re still using the old copper-wire phone lines. Either way, no problem.
In most firms, if nobody picks up after a few rings, the calls roll over to an answering service—like Smith.ai or Lex Reception.
But now, you’ve got a new player: your remote phone agent. Let’s say they’re based in Mexico.
A lot of firm owners get stuck here thinking, “Wait, my VoIP system doesn’t work in Mexico.”
Here’s the truth: it doesn’t need to. All you need is an internet connection.
Two Ways to Route Calls to Your Remote Agent
Option 1: Forward the number.
You can forward (or “point”) your main office number to your agent’s line. For example, if your office phone is a copper line, you can add a VoIP system like CallTrackingMetrics (CTM).
Once you have that CTM number, just forward your main line to it (in most offices, that’s as simple as dialing *72 and typing in the VoIP number). From there, all incoming calls to your firm automatically route to your remote agent.
You’ll also want to make sure that if your agent doesn’t answer, those calls roll over to your answering service. That’s your safety net so you never miss a call.
Option 2: Log in remotely.
If you already use a VoIP system, you can skip the forwarding entirely. Just have your agent log in directly through a soft phone on their computer using your firm’s VoIP credentials.
That way, they’re effectively “inside” your system, even if they’re sitting in Mexico.
And again, their location doesn’t matter, it’s all over the internet.
If your VoIP company doesn’t allow that for some reason, fine, then go back to Option 1 and just forward through a secondary VoIP provider like CTM.
Either way, make sure your answering service is still in place as the fail-safe. No call should ever go unanswered.
Version 2: The Smarter Setup
Version 2 takes everything from Version 1, but adds intelligence.
Here, we split (or bifurcate) your inbound call traffic into two categories:
New client calls
Existing traffic (current clients, courts, opposing counsel, etc.)
Here’s how it works:
You set up two phone numbers… one for new leads and one for existing contacts. The “new client” number goes straight to your appointment setter. The “existing traffic” number routes through your normal phone tree:
“If you’re another attorney, press 1.
If you’re calling from the court, press 2.
If you’re an existing client, press 3…”
Simple.
Your marketing campaigns then use the new client number exclusively, ensuring every lead gets routed straight to your expert intake agent, the one who knows how to convert that call using your 11-step appointment-setting script.
If they miss it, it rolls over to the answering service.
What About Clients Who Call the Wrong Number?
It happens. Maybe an existing client Googles you and calls the tracking number used for new leads. That’s fine.
Most VoIP systems today (like RingCentral, CallTrackingMetrics, etc.) have smart routing.
That means if the caller’s number already exists in your database, it’ll automatically reroute them to the main phone tree. If it’s a brand-new number, it’ll go through to your appointment setter.
You won’t get 100% perfect routing (it’s impossible) but it’s close enough that your new leads go where they belong, and your existing clients still get where they need to go.
There Are Two Reasons This Matters
Higher set rates.
When every new client call goes directly to a trained expert, not a random staffer, you’ll set more appointments without spending a dollar more on marketing.
Happier clients.
Smart routing means existing clients aren’t bounced around or left on hold. They get to the right person faster, which drives what we call Client Success Satisfaction.
Every law firm needs someone I call the Magic Wand: the person who understands the kind of setup I just described. Someone who knows how to manage phone systems, smart routing, and VoIP configurations so you don’t have to.
If you don’t have that person in your firm, that’s where The Staffing Room comes in.
We help law firms find and hire these kinds of technical operators, often based in Mexico, who can manage systems like this (and dozens of others) so you’re not stuck playing IT manager while trying to be the CEO and lead attorney.
Bottom line: Never lose a call.
Start with Version 1 to get your remote agent online.
Move to Version 2 when you’re ready to smart-route traffic and improve both conversion and client satisfaction.
Let’s build a better firm… one phone system at a time.
