Impressed
Ya know, I just finished reading through this entire thread and am really impressed by RSSRNotInIndia and their comments.
I don't work for UA, but I have been in the Telecommunications Engineering / Call Center Management world for the past 15 years now and all I can say is all great feedback and advice.
If ever needed, I could probably assist with answering some more of the technical questions regarding inbound call center call traffic and how it's routed. I've actually got colleagues of mine that work for UA and we use similar equipment to what they do at their call centers.
In short, always happy to help out if I can.