brenda,
Excellent point. I like the analogy of the phone call being like "The Voice". The phone call gives you the opportunity to truly listen to what your prospective student is telling you about their specific needs. Not only is it important to ensure you've got the message right, but you also want to listen for some of the non-verbal cues (such as their tone, beliefs, surrounding environment, etc.). Picking up on these cues demonstrates that you are listening and that the student is important to you.
Dr. Jean Norris
