Several actions can be taken to manage incoming calls from outside.
For example, a call comes in from outside but the person or people to be transferred to are busy.
Playing a busy tone is now a thing of the past. The incoming call can be answered, and instead of deep silence during the wait, music can be played.
A personalized message can also be played while the caller waits.
For example: "You are 2nd in line / We apologize for keeping you waiting, we will connect your call to the first available representative as soon as possible," and similar messages.