Call EnQ will cut hold times on these lines by as much as 90%. While the methods used to achieve these results are proprietary, at its most basic level Call EnQ uses banks of computerized auto-dialers to repeatedly call IRS customer service lines including the PPL, which is supposed to be used exclusively by tax practitioners actively working to resolve a client matter. The Call EnQ algorithm may also increase call frequency during known busy times.
So what is the IRS doing about this? There may not be much they can do. Phyllis Jo Kubey, an Enrolled Agent in New York, New York, noted that her IRS Stakeholder Liaison indicated that IRS agents have been instructed to disconnect from calls that have clearly been placed by certain auto dialing services. The guidance is even provided in the Internal Revenue Manual
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