Learning about phone systems

I call an insurance company and there is no "press 1 for english" today but there was yesterday.
And there is a long hold which wasnt there yesterday.

Todays phone call (I tried on 2 phones) goes straight to hold music.

If I dont press 1 for english, how does company know I want to speak in english?
Are buttons set up by company just for "future reasons" and the same operator always picks up?
Who is Participating?
I wear a lot of hats...

"The solutions and answers provided on Experts Exchange have been extremely helpful to me over the last few years. I wear a lot of hats - Developer, Database Administrator, Help Desk, etc., so I know a lot of things but not a lot about one thing. Experts Exchange gives me answers from people who do know a lot about one thing, in a easy to use platform." -Todd S.

What these experiences are teaching you is that the company you're calling is probably having some problems with its phone system!

Phone systems of any type are programmed according to the needs of the organisation using them, and if errors are made in the configuration then there will be unexpected results. If it's a bona fide organisation then it will be very keen to sort out the issues very quickly so that it doesn't appear to be inept, and so that it can be contacted (in this case) by its customers.  It's possible, of course, that the insurance company is using a third-party (excuse the pun) provider which is itself experiencing technical issues.
To expand a little on what was stated above;

Long silence / Straight to hold music - Usually means that the AA (Automated Attendant) is either overloaded (Too many calls for available ports) and your call has likely been routed to a hold queue "OR" the system is experiencing technical difficulties

The silence could be normal depending on where you were placed and/or how the system is configured "OR" the BGM (Background Music device/service) and/or phone system is (again) experiencing technical difficulties

Not pressing option and getting English Operator - This would be (to me) normal.. We program the systems we install to go straight to operator if no option is selected within a certain period of time. The last thing you want to do is tie up Attendant ports needlessly


Experts Exchange Solution brought to you by

Your issues matter to us.

Facing a tech roadblock? Get the help and guidance you need from experienced professionals who care. Ask your question anytime, anywhere, with no hassle.

Start your 7-day free trial
rgb192Author Commented:
Thanks both.
Best answer wrote about attendant port
It's more than this solution.Get answers and train to solve all your tech problems - anytime, anywhere.Try it for free Edge Out The Competitionfor your dream job with proven skills and certifications.Get started today Stand Outas the employee with proven skills.Start learning today for free Move Your Career Forwardwith certification training in the latest technologies.Start your trial today
IP Telephony

From novice to tech pro — start learning today.

Question has a verified solution.

Are you are experiencing a similar issue? Get a personalized answer when you ask a related question.

Have a better answer? Share it in a comment.