$1\mathrm{.}2$ Read the case study and answer the questions that follow.

Rita Brits is an international consultant at GatewayTravel. A call from Mr Emest Ntuli from Business Dynamix $($one of Gateway Travel's clients$)$ at $13$:$10$ on $15$ September is incorrectly transferred to Rita. Ernest is a clerk at the accounts section of Business Dynamix and he phoned to discuss a mistake made on Business Dynamix's account $($Account number DB$337807).$ Ernest wanted to speak to David Mtisa who is Gateway Travel's accountant. It is lunchtime and David Mtisa is not in his office. Rita informs Ernest that the call was incorrectly transferred to her and that David Mtisa is not in the office at the moment. She also explains that she does not have the correct information at hand to assist him right away. She apologises for the inconvenience and says she will give David the message. Ernest's number is $0157810965.$

$1\mathrm{.}2\mathrm{.}1$ Identify at least TWO questions Rita should have asked in order to determine the reason for the call from Ernest.

$(2)$

$1\mathrm{.}2\mathrm{.}2$ Discuss possible reasons why this call was transferred to Rita incorrectly.

$(32)$

$1\mathrm{.}2\mathrm{.}3$ How can incorrect transfers of phone calls be avoided?

$(32)$