I'm going to start with saying that this is horrible customer service, if the caller wants to wait, let them wait. That being said you need to identify who the customer is account number entered, ANI, number dialed, etc. However, smart customers will call from another phone, will not enter their account, etc. Once you identified the customers based on priority then you can route them wherever you want.
Personally, I would add a few more agents or train your agents to be faster with their calls.
david
