When the phone first rings, the automated system answers. The person then waits for someone to answer. All the agents who answer calls are bilingual. All calls are taken. If I am the next person in line, even if I want to speak French, my call will be taken next. If the deputy minister is the next person, even if he wants service in English, he will come next, and I will come after.
On December 14th, 2010. See this statement in context.