+1(514) 937-9445 or Toll-free (Canada & US) +1 (888) 947-9445
I specifically asked them multiple times whether its routine or not. They hardly give all the info unless you specifically ask. You can give it a try
Would you be able to share how were you able to reach an agent? Those options on IRCC helpline just tell me to log into the tracker website and never connect me to an agent.