[LostJourneyman]

Disclaimer: I'm a telephony engineer, and while I understand and will below present the motivations and logic of enterprise-level companies, I don't always agree with it.

On the enterprise level, this is actually pretty common. I've personally implemented this several dozen times for VIP lines. For enterprises, though, it's important to understand that almost anything that happens in a call center is a cost to the company and rarely makes revenue. The company sees the call center, often, as a necessary evil. Having customers that could potentially have figured it out themselves talk to a human is really just taking time away from agents helping someone who couldn't "self-serve". You only really see this feature in cases where is almost always worth it for the company to have someone talking to an agent immediately.