*phone rings*
me: Good Afternoon, <company name>
woman: Hi is Pete there?
me: No, he is working from home today.
woman: I called his direct line and he didnt answer.
me: He's working from home today, so he's not in the office.
woman: oh ok... Can I talk to Jim?
me: This is Jim.
woman: ok.
me: .... hello?
woman: Yes, Jim please?
me: this is.
woman: great.

me: how can I help you?
woman: I'm looking for Jim.
me: This is Jim...
woman: Oh ok... This is.... <conversation finally starts, asking a support quesiton which I've already told her in the past to email in to our support email address to be helped. She is a "important" client who doesnt listen to our policies and drinks a lot.>