Besides, you're looking at being on hold completely wrong. That is FREE TIME for you! People can't pull you away for anything short of the server room being on fire because you're already on hold for another issue. So put the phone on speaker, mute your phone, and start doing stuff that you can setup to run and just let run. Run updates. Check the servers for whatever. I've worked many helpdesk jobs, and hold time is GOLD! Rarely are you given such a perfect opportunity to multi-task. When they pick up the line, take 20 seconds or less and wrap up what you're doing and go back to the original issue.