I called the Italian number now and guessed my way through the menu in Italian. The first operator spoke Italian, but connected me to an English speaking one.

She knew what a RTW ticket is. Holy smoke! The procedure with AZ is as follows: they take down your name and phone number. Within 1-2 working days someone will call you back and take down the details of your itienary. Then they will make a second call to give you a quote.

I can't understand why this information was unavailable to all three previous agents? Well, I already filed a complaint and wait to see what they say. Apparently there's someone competent with the RTW stuff, but it's damn well hidden then.