Abstract: A method where a telecommunication system records a message spoken by a caller and plays the recorded message to a human attendant for use in routing an incoming call without the attendant having to answer the incoming call. The system then responds to input from the attendant by playing the message to a third party to familiarize the third party with the call before the caller is removed from hold and the call is completed to the third party. In this manner, the first person that the caller speaks with has already listened to the message. The message is supplemented with additional voice messages or conversations as the call is handled by multiple parties. Wordspotting is used as the initial message is being recorded; if the wordspotting is successful, the recorded message is routed to a third party without any attendant involvement and the third party is familiarized with the call.