Departments on the Telephone

How and when did we get use to the idea of departments and waiting in line for different departments on the telephone?  When you called a company a bank for example isn’t it the worst thing when the transfer you to a different department?  When this happens to you at first it is astonishing because you thought you called one company, the next thing you know you realized you are being transferred around to different people in the same company.  

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