Phone systems for law firms

Most platforms support call recording, but there are two distinct types and it is important to understand the difference. Systematic call recording captures every call automatically — this is usually available as an optional extra and carries a monthly cost. On-demand call recording allows users to start recording manually during a call — this is typically included free of charge. For law firms where comprehensive records are essential, systematic recording is usually the right choice, but confirm with your provider that you are getting the correct solution for your compliance requirements. Also bear in mind that cloud storage for recordings is usually chargeable on an ongoing basis. You can manage costs by downloading recordings locally on a regular basis, or budget for a monthly cloud storage fee depending on your call volumes and retention policy.

Yes. DDI (direct dial inward) numbers are standard on all hosted VoIP platforms. Each fee earner gets their own number — calls go directly to them without going through reception.

To comply with both SRA guidelines and the Data Protection Act / GDPR, your law firm must adhere to the following when recording calls:

Explicit notification — You must inform the caller that the call may be recorded and state the purpose, for example training or compliance. This is typically handled via an auto-attendant message played before the call is connected.

Right to refuse — Callers must be given a clear opportunity to opt out of recording or request an alternative channel such as email or a non-recorded line.

Consent and transparency — If your firm captures personal or special category data during the call, the client must consent — usually by remaining on the line after the recorded notification or by agreeing to a privacy statement.

Privacy and access — Call recordings are considered personal data and are subject to Data Subject Access Requests (DSARs). You must store them securely, control who can access them, and delete them in line with your firm's data retention policy.

The platforms we recommend support all of the above — auto-attendant notifications, access controls, audit trails and configurable retention periods. We recommend reviewing your specific compliance requirements with your firm's compliance officer before implementation.

For most small to medium law firms, migration is completed within a working day. Number porting takes 7–14 working days but your existing numbers remain active throughout the process.