Draw the line in advance
Write which requests the agent finishes and which it transfers. Open hours can mean a warm transfer to billing, scheduling, or a named person. Lunch and after hours can mean a message, unless you have defined an on-call path. Say the office status out loud so the caller understands why they are not being connected.
This is the model that fits a two-person shop and a multi-location office. The agent does not need the company to be small. It needs the rules to be specific.
What the person receives
A transfer should arrive with context, not a cold 'please hold' the agent already used up. A message should name the caller, the number, the reason, and whether they called it urgent. Humans spend their time on the decision, not on discovering who rang.