They don't know each other because they have not properly communicated with each other. The phone does not have a constitutional right to be answered. Most people are conditioned to grab the phone if it rings. This may or may not be the proper response. There are many ways to be sure the caller is handled promptly and courteously besides grabbing the phone whenever it rings.
Technology has several solutions but the best solution is a well trained person.
Your most conspicuous form of advertising to the public is often the way your company answers the phone. This is an area that deserves a lot of attention. It is critical to have an articulate, trained and charming person answer the phone. For many customers this is the most personal contact they will ever have with your company. Call your office periodically to ensure the phone is being answered in the manner you prefer.