Tone mode

Powerhouse. Around mostly engineers yes specialists. Support service, of course. And how is calling one of the engineers (ii) the technical support (T)
Q: Hello, hello, good afternoon, communication does not work!
T: Hello, what exactly does not work for you?
And I can not get through to anyone through multi-line phones. The girl said: "Dial the extension number of the person in the tone mode", I type, silence, and then it repeats all over again !!! (All this is pronounced with a sort of hysterical anguish, wheezing voice)
T: Now the second.
(Duty calls on multi-line phone, dials the extension, and, as expected - all ok).
T: I just checked - everything works.
And: You're lying to me, I did not hear you typed in the tone mode !!!
Hangs an awkward pause, duty begins to suspect bad and barely restrained so as not to neigh in the tube ...
I: And how do you then dial the number?
Q: How, how !? As she says - in the tone mode. Tell her 3246! 3246! And she is silent, silent, and then all over again speaks!