The right phone system for solicitors does more than connect calls. It protects fee-earner time, makes sure clients can reach the right person, and handles sensitive conversations securely. This guide looks at what law firms should look for in a modern phone system, and how a hosted set-up can help a practice with 8 to 50 staff run more smoothly.
It’s written in plain English for practice managers, partners and directors, not IT specialists.
Why the phone is still central to a law firm
Clients contact solicitors at stressful moments: buying a home, going through a separation, dealing with an estate or facing a dispute. Many of them would rather speak to someone than send an email. A missed or badly handled call can damage trust before the matter has even started.
At the same time, fee earners can’t be interrupted every few minutes. A good phone system strikes the balance, getting each caller to the right person or team quickly and protecting focused time for chargeable work.
Common phone problems in law firms
- Reception becomes a bottleneck, transferring every call by hand.
- Clients struggle to reach their solicitor and leave repeated messages.
- Calls between offices have to go through outside lines.
- There’s no record of when a client called or how long they waited.
- Staff working from home can’t easily take calls on the firm’s number.
What a modern phone system for solicitors should include
A hosted phone system runs in a secure data centre and connects over the internet. Staff use desk phones, a computer app or a smartphone app, all on the same system. Our hosted PBX page explains the basics.
Direct dials and departments
Giving each fee earner a direct dial means existing clients can reach them without going through reception. New enquiries can go to a department menu, such as conveyancing, family or private client, so they reach someone who can help straight away.
Ring groups and call queues
Ring groups ring several people at once or in turn. Call queues hold callers in order, with a message, until someone is free. Both reduce the number of calls that simply ring out. You decide how long a call waits before it moves to voicemail or another team.
Working from home and between offices
With a hosted system, a solicitor working from home has the same extension and number as they do in the office. Calls between offices are internal and can be transferred with an extension number. For multi-office firms, it means one joined-up system rather than separate phone lines at each site.
Call recording for law firms
Call recording is one of the main reasons firms review their phone systems. It can help with:
- Keeping an accurate record of instructions given over the phone.
- Resolving disputes about what was said.
- Training and supervising junior staff.
- Reviewing calls where fraud is suspected, for example around changes to bank details.
If you record calls, you must tell callers and handle recordings in line with UK data protection law, including how long you keep them and who can access them. A short recorded message at the start of the call and a clear internal policy are the usual approach. Your own compliance team should decide which calls to record and for how long.
With a hosted system, recording can be turned on for selected extensions or departments, and recordings are stored centrally rather than on individual devices.
Confidentiality and security
Solicitors handle confidential information every day, so it’s sensible to ask any phone provider about security. Questions worth asking include:
- Where are call recordings and voicemails stored, and who can access them?
- Can access to recordings be restricted by role?
- Is two-factor authentication or strong password control available for admin access?
- How are user accounts removed when someone leaves?
A hosted system also makes it easier to remove access for leavers at once, because everything is managed in one place.
Client care: making the firm easy to reach
Being easy to contact is part of good client service. Simple measures can make a real difference:
- Office hours rules that play a clear message out of hours, with any urgent contact details.
- Voicemail to email, so messages reach the right person’s inbox as an audio file.
- Missed call reporting, so the practice manager can spot patterns and adjust cover.
- Hold music and messages that tell callers where they are in the queue.
The PSTN switch-off: why law firms should plan now
The UK’s traditional phone network (PSTN) and ISDN lines are being retired, with a switch-off deadline of 31 January 2027. Many established law firms still use older on-premise phone systems connected to ISDN or analogue lines, and these will need replacing or reconnecting.
Planning early lets you choose a time to switch over that avoids completion days and busy periods. Our PSTN switch-off guide explains what to check, including alarms and other equipment that may use a phone line.
What it costs
Our business phone system is priced from £13.49 per user per month on yearly billing, or £14.99 per user per month on monthly billing. For example, a 15-user firm would pay from about £202.35 a month on yearly billing.
Features such as call recording, ring groups, call queues, office hours rules, voicemail to email and the mobile and desktop apps are included. Moving your existing numbers across is free.
How we move a firm across
- Review: we map your current numbers, direct dials, departments and offices.
- Design: we agree call flows, recording rules and out-of-hours handling with you.
- Build and test: the new system is set up and tested before any numbers move.
- Switch-over: numbers are transferred at an agreed time, with support on hand.
Firms in the North West can find out more on our Manchester business phone systems page.
To discuss your firm’s set-up, call 0333 307 3500 or request a quote.
Frequently asked questions
Can each solicitor keep their direct dial number?
In most cases, yes. Existing numbers, including direct dials, can usually be transferred to the new system, and number transfer is free.
Can we record only some calls?
Yes. Recording can be set for particular users or departments, so you can follow your own recording policy.
Will it work for staff working from home?
Yes. Staff can use the desktop or mobile app with their normal extension and number, wherever they’re working.
Do we need to replace our phones before 2027?
If your current system relies on ISDN or analogue lines, it will need to be replaced or reconnected before the switch-off on 31 January 2027. We can check your current set-up as part of a quote.