So I've read various things on FT. That the SE number just puts us in front of the queue, and also that there are dedicated agents just for Super Elites.

Sometimes when I've called, they answer with "Air Canada Super Elite" or something like that, and other times, they don't mention SE.

I called last week to make a relatively complicated booking (i.e. too complicated for the web ), and did not get the special "SE" greeting by the agent. When I said I wanted to book a ticket, she asked if I had an Aeroplan number. So clearly she does not work at an SE desk, right?

Well it turned out I had screwed up my ITA query, so I didn't have the right flights. She offered to stay on the line with me while I got the right ones, but I didn't want to waste her time any more than I already had, so I declined, and hung up.

15 minutes later, I called back, and got the exact same person! That is extremely unlikely if she is serving everyone calling in, from no status all the way up to SE.

So is there an actual SE desk? Do calls go there if there's an agent available, and to the front of the regular queue if there isn't? Or is it just a queue-jumping number that pops something up on their screen like "The caller is Super Elite"?