I work on a helpdesk, my phone rings around 8-12 times per day, and most calls are less than 10 minutes. I work a 7.5 hour shift, and at most am on the phone for an hour or so total on an average day. I’m also in an office cubicle farm, not working from home, or behind a series of closed doors.
Lately, between taking calls, I’ve been reading books, looking at my phone, practicing French, and watching episodes of Star Trek: The Next Generation on my iPad. The upper management knows I, and my coworkers, kill time this way between calls.
We’re efficient problem solvers who get our jobs done with no issue, so the downtime is spent how we see fit.