Do IRCC use your phone number to determine which call center your phone call will be diverted to?

[extendedrange]

Hi there.

Due to one of my previous issue I need to call IRCC to ask them some question.

However, I tried to call them that 08:30am at Pacific Time (I am personally residing in Burnaby BC) these days but all I receive is "experiencing high volume of call and are unable to transfer you to an agent".

This doesn't seem right since I think IRCC's call center has just opened for only 30 minutes. I thought even if they may get busy they can't get that much busy just 30 minutes after its opening.

However, I realize that there is one issue with my phone number. My phone number starts with 416, as I was in Toronto before I moved to BC.

My question is, is it possible for IRCC to divert my call to anywhere in EST if they automatically recognize my phone number to belong to a city in EST zone, even if both me and my phone are physically in PST?

This could explain why I was never able to make a successful call as I am actually calling Toronto at 11:30am EST of course they will be more busy mid day.

Or this isn't the case and I need to wake up even earlier and I should make a call right at 08:00am?

Thanks!

 

[zardoz]

Hi there.

Due to one of my previous issue I need to call IRCC to ask them some question.

However, I tried to call them that 08:30am at Pacific Time (I am personally residing in Burnaby BC) these days but all I receive is "experiencing high volume of call and are unable to transfer you to an agent".

This doesn't seem right since I think IRCC's call center has just opened for only 30 minutes. I thought even if they may get busy they can't get that much busy just 30 minutes after its opening.

However, I realize that there is one issue with my phone number. My phone number starts with 416, as I was in Toronto before I moved to BC.

My question is, is it possible for IRCC to divert my call to anywhere in EST if they automatically recognize my phone number to belong to a city in EST zone, even if both me and my phone are physically in PST?

This could explain why I was never able to make a successful call as I am actually calling Toronto at 11:30am EST of course they will be more busy mid day.

Or this isn't the case and I need to wake up even earlier and I should make a call right at 08:00am?

Thanks!

As far as I am aware, there is one single call centre and I believe that it's in the EST time zone.

 

[extendedrange]

As far as I am aware, there is one single call centre and I believe that it's in the EST time zone.

Wait that doesn't sound right, considering the existence of Newfoundland Time Zone, wouldn't IRCC staff need to wake up at 6:30am EST in order to pick up St. John's call from 8:00am? Are federal employees even allowed to work that early?

Or should I actually try to call at 2:30am PST to see if it really works in this case...although the website really only says "Monday to Friday, 8 a.m. to 4 p.m., your local time"

 

[canuck78]

Government employees work at all hours of the night and day. There are 6 time zones in Canada, they will stagger the customer service agents based on the number of provinces who can call in during the 8-4 period.

 

[zardoz]

Wait that doesn't sound right, considering the existence of Newfoundland Time Zone, wouldn't IRCC staff need to wake up at 6:30am EST in order to pick up St. John's call from 8:00am? Are federal employees even allowed to work that early?

Or should I actually try to call at 2:30am PST to see if it really works in this case...although the website really only says "Monday to Friday, 8 a.m. to 4 p.m., your local time"

Many call centres work shift and overtime patterns.
https://emploisfp-psjobs.cfp-psc.gc.ca/psrs-srfp/applicant/page1800?toggleLanguage=en&poster=1151461

 

[extendedrange]

Many call centres work shift and overtime patterns.
https://emploisfp-psjobs.cfp-psc.gc.ca/psrs-srfp/applicant/page1800?toggleLanguage=en&poster=1151461

OK Thanks for explaining. That seems unexpected.

But under this scenario wouldn't those who live in western Canada be at disadvantage...Does that mean I should call at 4:00 am or something like that.

 

[canuck78]

OK Thanks for explaining. That seems unexpected.

But under this scenario wouldn't those who live in western Canada be at disadvantage...Does that mean I should call at 4:00 am or something like that.

Western Canadians won't be disadvantaged since Eastern Canada will be blocked from calling after 4pm EST. Western Canada will get the staff available all to themselves in the afternoon PST.