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That is how BT have always done it and the idea isn't a bad one. Why wait in a que if there is someone in a call center in another part of the country not busy.
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This is ntl though and judging by the time that is spent by many people waiting for cs to answer the phone I doubt they use that system.
BTW This can also happen if you don't enter your phone number when prompted ( which is actually a very good idea imo)
