When the receptionist calls in sick

If your phones run through one person, that person is a single point of failure. We have watched shops drop from a 90% answer rate to under 60% during a single week of strep throat. Customers do not know the receptionist is sick. They just know nobody picked up.

The right setup is not "hire a backup receptionist" - it is "make sure the phone is always answered by something, even if that something is software." Then your human can focus on the calls that need a human, and sick days stop being revenue events.