[mindslight]

Surely the incoming rates on a toll free number are higher than the outgoing rates for a regular call. I wish the call costs were large enough to move the needle - eg encourage the company to hire one or two more reps, which would drastically reduce the queue. Alas.

Besides the obvious business incentives (eg Comcast wants to make their phone experience as bad as possible), I'd guess the main obstacle holding this feature back is the specific PBX system a business is running on.