A person calling a lawyer usually calls several — the firm that answers first wins the matter. Charlie answers instantly, captures the caller's situation professionally, screens against the matters you take, and books the consultation while your competitors' phones ring out.
Yes — teach Charlie your practice areas and it politely redirects what you don’t take, and prioritises what you do.
Your rules decide: urgent criminal or family matters can ring the on-call lawyer immediately; the rest book the next consultation slot.
Never. Charlie captures the situation and books the consultation — the advice stays with the lawyers.