We use a numbering system in our call centre (a housing association customer call centre) and the numbers do actually transfer through to people who are trained in the specific service areas available to the customer in the initial menu (I think there are now seven options).
What we don't do is have a second menu of further menu options as VM does. We tend to keep it simple.
There are some customer service advisors who are proficient in more than one service area, so they will receive different types of calls - the types of call they receive is determined by line managers.
The calls will flash up to tell the advisor what the type of call is (i.e. which menu option the customer chose) so they are prepared - it also flashes up on a screen so the whole call centre can see what calls people are on, or whether they're available, or on a break - it's a brilliant system and works well, as long as there are enough people trained in all the service areas answering calls.
Where the system can fall over is first thing on a Monday morning, but that's fairly typical for call centres only open Mon to Fri
