Part of the problem with calling
Is that so many people call regularly and needlessly. They call to see if their case is assigned, when it will be processed, when the FP will be scheduled, etc. IIOs cannot provide answers to many questions; but people keep calling anyway. The downfall of this is that if someone has a TRULY urgent situation, they will not be able to get through. I saw somewhere that someone called after 1 month to see when their I140 would be processed. That is selfish and ridiculous.