Hi, wantmygcnow, here is how I reached an IO in NSC, twice. After selecting English, then option 2 for pending application, then #6 for case status. Entered the receipt #, patiently listened to the same status message as your online account, and then chose #3 (continue to next step). Then option 2 ( a notice has mailed to you ) -- even though you don't know whether the BIO notice has mailed to you or not because other options don't sound appropriate or helpful, either. Finally option #1( it has been more than 14 days since the notice mailed to you). After this, you'll be transferred to NSC (I believe they know where to route your call based on your receipt #).
Once an IO from NSC answered your phone, she (I talked to a nice lady each time) would ask you for your receipt # again and then directly ask you what question you have about your case.
In both times I told the IO that I hadn't received my BIO notice while many other whose RD/ND are after me already did (my RD/ND is Jan 2001). Then I told the IO I wanted to make sure the notice didn't get lost and asked her to check if the BIO notice had been mailed to me. Last week, she said not yet. But today, just half an hour ago, she said it has been mailed out and I should receive it in a few days. I feel so relieved after hearing this.
Good luck with your call with NSC!
