Each group, club or dealer program that works through Coach-net gets their own contact channel, i.e. a phone number and staff to answer it. It is indeed possible that one channel will be overloaded while another is ready & waiting for your call. I presume that the Coach-net call center manages that sort of thing to distribute the load, but I have no idea how.
I wouldn't be surprised if Ford demanded and got some priority criteria for servicing their calls, while some other channel gets a lower level of service. I don't ever recall being on hold for as long as 15 minutes, though.
2004 American Tradition; 2014 Buick LaCRosse
Homebase in the Ocala Nat'l Forest near Ocala, FL