so we don't have a hold system we have a "park" system, which will park the call on an extension for one minute, and if it's not picked up in that time it rings back again. this has the amazing side effect of coworker a paging "coworker b, call parked on 101" and coworker b being physically unable to reach the phone, so the call gets rerouted back to coworker a, and the cycle repeats and the customer doesn't know why so they get angrier and angrier and if i just don't answer the call at all, a robot woman tells the caller no one is available in the department and just starts kicking the call around the store from different phone to different phone, a thing that would happen if the call was parked for more than a minute anyway. which means mel and pcanneko's suggestions won't work here because between ignoring and immediately parking the call, the results are the same. i can handle a quick question. i hate parking a call or dragging a manager out of the pharmacy for "do you have a blood pressure machine." my question is about what to do if you answer the phone and discover that it's "hi my name is deborah markham and i was in here earlier this afternoon at around one or two maybe i saw you maybe not. anyhow i saw while i was in there that you had a sign up that said you all take passport photos. is that true? my husband and i need to get ours renewed but it's been a while since we did it so i was wondering if the rules have changed for the photos, like, are we allowed to smile, do we take off our glasses, what kind of shirt should we wear, that kind of thing, and when can we come in and do that, is it as long as the store is open or does the photo area have different hours, how long does it take, do we get them the same day, how many copies does it come with and how much is it, and do we need to make an appointment, it's just been so long and there's so much to do!"