Description
As a User of 104 helpline ,I need the ability to efficiently handle active calls, including closing, holding, and transferring calls without system interruptions ,so that I can ensure a seamless and effective resolution process for each beneficiary interaction.

Acceptance Criteria

1.Call Closure Before Transition
Given an active call on the Registration screen,
when a new call arrives,then the system must allow the agent to complete and close the current call before transitioning to the next one.

2.Submission of Current Case
Given an active case being worked on, when the next call comes in,then the system should not automatically switch to the new call, and the current case should be submitted without interruption.

3.Hold Option for Beneficiaries

Given an active call, when the agent needs time to perform an action or check details,
then there should be an option to place the Beneficiary on hold, with an indication for both the agent and the caller.

4.Direct Transfer to Grievance Officer

Given a call requiring escalation to a Grievance Officer, when the agent initiates the transfer, then the system should allow the call to be directly transferred to the Grievance Officer along with a generated Complaint ID.