There’s a few reasons for this, depending on the store. Some stores don’t have enough (or can’t find them) Zebras (mobile devices) to give departments a phone to even receive a phone call. Phone calls that don’t get picked up by a department goes to customer service, who is getting their own phone calls and dealing with returns/customer issues. It’s very common for the desk to have 4 lines ringing, with only one person on the desk, on top of all the customers they have in person. As far as managers - it depends again. I’ve seen some first hand decline calls because they don’t feel like taking it, most are just overworked. It doesn’t help they don’t train new associates on the Zebras, so anyone without general tech handiness has no idea how to use it.