Good points. Re: the library thing, I've also been in jobs where I had to call some number to find out if the person standing in front of me was eligible for X, Y, or Z. So they are standing there while I'm listening (or trying to listen) to the prompts, ie "Press 1 for X subgroup y" "Press 2 for Y subgroup Z, or if the client does not have form 432." And the client only sees me sitting there silently with the phone to my ear, so they decide to chat with me. I tried, "Oh, hang in there a sec, I'm listening to the prompts" and it still doesn't stop them.