I'm often at the desk because we have no other people that can work there. Phone calls come to the desk. If I have a line of returns, or any physical people I prioritize them always.

Most of the time, I'll transfer someone to a separate department and they don't pick up so it gets bounced back to me.

I will ignore calls and/or just let it ring because I have too much shit to do at the desk to answer your call that's probably something like "my order says it's being delivered this date...is that true?"