After five minutes on hold...
"So, what seems to be the problem, sir?"
"Well it's difficult. Such and such has happened."
"Oh, okay. You just need to do this."
"Ah, no - that's the entire problem. I can't do this, because this and this has happened as well."
Lengthy explanation follows. Numerous questions and answers while I clarify the complexity of the situation.
"Okay, can I take down all your details"
I give all my details.
"Right, and do you have one of these?"
"No, otherwise I wouldn't be ringing you."
"In that case, sir, I have to transfer you."
"Yes, yes, fine, transfer me. Just please, please can you explain the scenario to your colleague, before you pass me over? Thanks."
Muzak for five minutes.
"Hello, sir! What seems to be the problem?"