Description of the Idea:
When managing multiple simultaneous calls, users currently face difficulties identifying calls after switching if the contact is not listed in the company directory. The call order changes unexpectedly when calls are placed on hold or resumed, causing confusion and inefficient call handling.

Problem Statement:

• The call placed on hold takes the position of the resumed call, disrupting the original order of calls by arrival time.
• This leads to loss of the initial call sequence, making it harder for users to quickly identify and prioritize calls.
• Users have to spend extra time figuring out which call corresponds to which caller, especially when caller info is missing or unclear.

Example:

User receives three calls in order: A, B, C.
User is on call C, so call order is:
- A
- B
- C
User resumes call B and puts C on hold, new order becomes:
- A
- C
- B
Then user resumes call A and puts B on hold, new order becomes:
- B
- C
- A
The original arrival sequence is lost, creating confusion.

Suggested Improvement:

• Maintain the call order strictly based on arrival time, regardless of which call is currently active or on hold.
• The UI should present calls consistently in their original order to ensure clear and intuitive identification.

Benefits:

• Improves call management clarity and reduces user errors.
• Speeds up call handling efficiency by preserving intuitive ordering.
• Reduces cognitive load in busy or high-volume call scenarios.

Priority:
Medium, with a significant positive impact on user experience — recommended for ASAP implementation.

Conclusion:
Preserving the original call order based on arrival time during call switching will simplify call management, reduce confusion, and enhance user productivity in multi-call environments.