I'm retired now but I can remember about 20 years ago, there was a situation at my company.
A recently-hired customer service employee spent most of her day on her own cellphone, texting her buddies and friends about god-knows-what-all. She almost never did her job! She was told to stay off her own phone because she's supposed to be talking and interacting with our customers, not her own friends.
Her excuse was that customers were contacting her on her personal phone so she had to respond. This woman abused it to an extreme, and finally the company came up with a new rule. All customer-contact was to be on the company email system and a record was made of every contact. Only phone calls came through the company phone system, and again records were kept. In a very short time this woman was called to the boss' office and she was gone.
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