What causes call misrouting within an AT&T call center network?

As an inbound sales rep for AT&T, I sometimes wonder why a big firm like AT&T could not get its VDN routing correctly?

Sometimes, I wonder if our IVR is too stupid?
And believe me, as someone who has been exposed to three different AT&T programs over the last three years (e.g. Billing, Sales, Tech Support), the number of misrouted and transferred calls is just a never-ending thing.

Just a thought…..

submitted by /u/blackcyborg009
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Warning : Rant enclosed

Two abusive customers at 7am, two days in a row.