None of the 5 Customer Service Reps know that there is another incoming call to answer.
Customer lets phone ring for 30 seconds and hangs up and calls a competitor.
If the 5 Customer Service Reps saw another incoming call, they should be able to put their current call on hold and answer the other call.
How can I resolve this issue other than hiring more Customer Service Reps or adding a 2nd desktop phone to every Customer Service Rep???