Has anyone used ESD's new phone system? Is it actually easier to reach an agent now?

Don't get your hopes up. I called FOUR TIMES last week and never got through to anyone!!! The new system just has different voice prompts but it's the SAME old garbage. You still get stuck in the queue for hours and then it says "due to high call volume" and hangs up on you. I'm seriously about to give up on my claim after 3 weeks of trying to resolve a simple identity verification issue. ESD is a JOKE!

I've had mixed results with the new system. It does seem slightly better organized with clearer menu options and they now tell you your estimated wait time, which is nice. But the fundamental problem remains - they're still understaffed for the volume of calls they receive. If your issue is with a weekly claim certification, have you tried using the eServices message center? I've found that for straightforward questions, I sometimes get a response within 3-5 business days that way.

i had to call yesterday cuz i couldnt file my claim online. got thru after like 45 mins which is better than b4. lady was actually pretty nice and fixed my problem right away.

I've been dealing with unemployment for the last 6 months after my construction job ended, and I've learned that no matter what system they use, it's always going to be hard to get through. I've started using Claimyr (claimyr.com) to help me get through to ESD faster. They have this system that basically holds your place in line and calls you when an agent is about to answer. You can see how it works in their video demo: https://youtu.be/7DieNd3C7zQ?si=26TzE_zGms-DODN3 It's been a lifesaver for me, especially when I had an adjudication issue that was holding up my payments for weeks. I was able to get through to someone who actually resolved my issue instead of just telling me to wait.

I work with unemployment claims professionally, and I can confirm that ESD did implement a new phone system in February 2025 with the goal of improving customer service and reducing wait times. The system includes better call routing, estimated wait times, and improved self-service options. However, the fundamental challenges remain - high call volume and staffing limitations. For issues with weekly claim certifications specifically, you have three options: 1) Continue calling (best times are Tuesday-Thursday, either right at 8:00 am or after 3:30 pm) 2) Submit a detailed message through eServices (be very specific about the issue) 3) If it's an income reporting correction, you can actually upload documentation through your eServices account under "Provide Additional Information" Regarding the income reporting issue you mentioned: if you reported gross instead of net for self-employment, that's definitely something you want to correct now rather than facing an overpayment later. The system calculates your benefit amount based on your reported income, so accuracy is important.

Has anyone tried the callback feature on the new system? I used it yesterday and it said my wait was 2 hours but then never called me back 😤 Not sure if I did something wrong or if it's just another broken promise from ESD.

Update: I decided to try out that Claimyr service that someone mentioned earlier, and I actually got through to an ESD representative in about 30 minutes! The agent was able to correct my weekly certification where I reported the wrong income amount. They said it should be fixed by my next payment cycle and that I won't have to worry about overpayment issues. For anyone with a similar problem, it was definitely worth getting it sorted out now rather than dealing with complications later. Thanks everyone for your advice!

@casual_commenter It was worth it for me since I needed to fix this income reporting issue before it turned into a bigger problem. I can't remember the exact cost, but it seemed reasonable for saving me hours of frustration and potentially avoiding an overpayment situation down the road. Plus the ESD agent I spoke with was really helpful once I actually got connected.