When you need to contact a federal agency, there is no excuse for their deliberately and maliciously mis-programming their answering system to reject calls from persons who will not navigate menus. You have a right to reach a live human even if you do not navigate the menus.
There is no excuse for any federal agency telling you that you must use the internet to schedule an appointment or to resolve an issue.
There is no excuse for any federal agency refusing to accept cash payments for services that are only necessary because they force you to seek them.
There is no excuse for any federal agency telling you to learn a new computer system so you can get a number and have a seat. Let them run the computer and issue you a number. What are you visiting about? You will explain that in private to the person who will be helping you.