Answering the phone the caller I'd transfer them to a dept. That they asked for, the department would hang up on them ,they call back doing this about 3 times a caller .I would give the information they asked for which was correct. I'd ask the department that question and that was the answer. The problem was so many volunteers that when they worked in that department they didn't have all the information. That was the most stressful part of the front desk.