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Clod I know EXACTLY where you are coming from, because I used to work in a call centre.
Now I'm not saying I was sweetness and light the whole time, and I know I was snippy sometimes, but we were an internal department and were never, not ever, never supposed to get customer calls. I got at least one a week.
At which point I had to politely explain that I could not help - genuinely - they might as well have called the canteen. But I made sure that I contacted someone who COULD help, and even gave my name and department so that could come back to me. Not because I could sort out their problem, but as a gatepost if they were bounced around again.
You're on the right track. Do what you're told then come back all innocent.
If you can't get names then take times and dates. Even if they aren't recorded, they'll know who you spoke to.
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