It think it is a secret how the phone software routes you to who answers. I think if you are TurboTax Live you get routed to a tax advisor. But I am just guessing. Sometimes the person who answers does not know and sends a link that is not applicable. Other times I get someone who is really knowledgeable and eager to help. If I don't have confidence in the person I am talkng to, I just call again and hope I get a better agent.
