They can re-dial an extension number directly
Dealing with customer service can be complicated. There are so many extensions and you keep getting bounced around different departments without solving anything. When you finally land in the right place, usually the line cuts off and you need to do it all over again. Luckily, your phone might have the key to making this process more simple.
You can dial extensions automatically because the phone saves them, did you know that? Call the number again, and then press on the star key until a comma appears. The correct extension should come up and dial automatically. Do not worry if you get cut off, now you have a way to go straight back to where you left.