I think this is more on the software for this HOTline call center.
During my previous job, the Company intent to have such software to auto forward to specific phone numbers that handle HOTline. And the existing is;
One night when i was working late, i could hear phone ringing from one phone to another, until after a few phones, it reached to My phone (office phone with phone extention) and i had to pick up, and get scold by the customer on the other end. After that, i did not want to pick the call, as for me, after office hours i could done my tasks faster.
This is why it may make whoever call the HOTline to wait, if the staff happen not at the desk to answer.
It keep divert & forward continuously, and only after certain ringing, to pass on...
@Jere_Lim As you are part of the team, may be you could ........see how the software &or methods being used in divert &or forward to .....
Then feedback to your management on call hotline.