Ask HN: How to automate calls to callcenters?

Hey HN Folks, We're an ecommerce company and over the break I'm trying to automate some of our business processes that are quite tedious. One of these is contacting call centres for various tasks (lodging issues for lost packages, making payments etc). Thanks to the likes of Twillio making a call is easy. Speech recognition and synthesis is also achievable... where I'm getting stuck is determining on whether I'm on a call queue, or on hold or not. Would you folks have any ideas on how I might determine this? Thanks for your input in advance! Cheers, Marcus