From memory: I believe at some point in the past there were dedicated agents answering the SE line, which was called the SE desk.

However some years ago (I would guess at least five years ago) to save money they replaced that by the phone priority system which routes the call to the next available agent, and warns the agent so that he/she can answer as SE desk.

And also I suspect be nicer and more careful?

BTW I believe nowadays they always ask for your Aeroplan number.