Well, if they don't want to tell me who they are, they don't get transferred. I learned that on day one. It doesn't matter how sensitive the manner of the call. I screen calls for both our Chair and Executive Admin, as well as anyone whom might call the wrong number.

If they refused to give me their name, I would simply tell them to submit their inquiry to our department's email address, or email the faculty/staff member directly whom they would like to talk to.

I don't deal with anonymity.

Additionally: I do follow proper phone etiquette, in that I provide as much assistance as possible, in a friendly manner, generally going out of my way (we get tons of people that call us who are in the completely wrong area, but instead of saying sorry and hanging up, I will look up who they wanted to talk to). I simply ask that differently.