Test the full failed-transfer path

The operational decision

Check what happens after the first attorney destination does not answer. A meaningful intake test starts with an expected staff outcome. Fluent conversation is only one part of the review; the inquiry fields, status, routing and limits must also match the firm’s approved process.

Prepare the workflow

Use safe test destinations, verify the ordered backup and inspect the final caller message and staff ownership state.

Example wording for approval

“The example connection did not reach a person. The approved backup or request route now applies; I cannot say an attorney has reviewed the inquiry.”

Worked example

In a fictional routing test, the primary destination rings without answer, the backup is busy and the review queue accepts a pending item. The caller should hear that no attorney was reached and what the approved fallback means. Staff should see the attempts and an explicit owner. Do not count the final queue write as a successful attorney connection. Also verify the route stops retrying after the agreed sequence rather than trapping the caller in repeated ringing.

Handoff record

Record these task-specific fields: destination order, failure state, fallback action, owner.

Acceptance check

Make every test destination fail. A pass requires a truthful final message and an owned unresolved item, not an endless loop of retries.

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