Professional Services · Documents

After-Hours Emergency Contact Routing

Route genuine after-hours emergencies to the right on-call professional.

Apps this needs

SIP Trunk Route inbound & outbound calls through your phone system. Connect during setup
Practice Management System Clio, MyCase, PracticePanther, Karbon or CCH Axcess — matter/client data, engagement & document status. Connect during setup

How it works

  1. Answers after-hours calls and triages for genuine urgency versus something that can wait for business hours, via voice (Twilio, 3CX, RingCentral, or a carrier-direct SIP trunk).
  2. Connects genuine emergencies directly to the on-call professional, matched via the on-call roster.
  3. Books a next-business-day callback for non-urgent matters.
  4. Logs every after-hours contact for the morning team's context.

Data sources

On-call roster Urgency triage criteria (firm-defined)

What it targets

  • Genuine emergencies correctly routed to on-call Target 100%
  • After-hours contacts resolved without a missed follow-up Target 95%