I can tell you, in a very general sense.
Most agencies use Bell single number reach, so most phone staff have their own work cellphone and the single number gets redirected to their line. Most people are working from home, and are in front of a computer where they keep a centralized schedule for the day with information about the women working. They answer all kinds of questions about the women and create their schedules. Some agencies have offices, but very few.
When someone calls, the phone staff text both the woman and the driver (if it's an outcall or the agency needs to take the woman to the incall) to let them know. When the woman arrives or is ready, she contacts the phone staff and either goes into the appointment or waits for her gentleman. If it's an incall, the gentleman calls on arrival and the phone staff gives him the information to go upstairs.
If there are any issues the phone staff is the first point of contact to deal with them, and the woman texts when she's done the appointment.
It's a lot of coordinating and dealing with headaches: women running late, traffic and drivers, clients not answering their phones, difficulty understanding/communicating with clients, dealing with anyone who's unhappy (including the occasional owner!) and sometimes even prank calls. They're managing multiple schedules simultaneously, and often multiple people on the line as well.
Every agency pays out differently (hourly rates versus commission), and most people get jobs by knowing someone. Because they're such centralized figures and having a phone worker you can't rely on can destroy an agency, it's usually ex-escorts or friends of the owners. No one's getting rich working on the phones.
Good phone staff are completely underrated. I smile every time someone mentions that the phone person was great in their reviews
