they are very complex phone systems, all call centers use them. as the calls come in they go into que, so hanging up only hurts you. they have a board that depending on staffing and typicall call volume tells them # of calls holding, longest hold time and then it is probably red now for very high call volume - at least that is how it worked at liberty mutual when I worked there. also the phones don't ring, you have a headset that just beeps in your ear and there's the caller. I almost died in 1999 when consumer reports rated lm as having the best rates - I swear everyone in NJ called, we were red for months!