From Oracle Global Customer Support:
Effective November 8, 2009, customers and partners calling on existing service requests will be routed directly to the owner of the service request. This change has been implemented to simplify the customer experience and to expedite the resolution of your technical issues.
New Phone Menu Options for Assigned Service Requests
When you call Oracle Global Customer Support regarding an existing service request (SR), you will be prompted to enter the SR number. Once the system validates the SR number, your call will be routed to the assigned support engineer. If the SR owner is not available, you will be given the option to leave the engineer a voice mail regarding your service request or if you need to speak with someone immediately about your issue, then you may choose the option to be connected to the next available customer service representative.
We encourage you to continue using My Oracle Support for your service request needs. If you call in on an existing service request via telephone, you will notice automated entries added to your service request recording the time and date of your call.
