I was told they are way behind right now. The same people who answer the phones do the manual reservations...they are swamped with phone calls and no one has time to do the manuals. One CM told me they keep increasing their hours and they have hired more staff, they keep having meetings about how to solve the problem...my suggestion is let me make my own reservation on the web site....just like you can do with WDW.
I have been waiting 8 business days now...hum...long wait.