Purchased Aircall a month ago & having issues with...

Purchased Aircall a month ago & having issues with routing. Wasn't aware that there isn't a way to put customers on hold for another team member, without tying up your own line. Not sure if its in the infrastructure or setup, but callers often can't hear us and we can't hear them - resulting in dissatisfied Customers and poor service. Very frustrated at this point.

Aircall has posted on here that they want to help resolve the issues but lack of follow through within Aircall is another issue.