Les, Actually most commercial users have switched to VOIP architectures due to cost savings. There might still be a receptionist (although most of them are gone as well), but with IP based routing, that receptionist can sit anywhere (india?) and still answer the incoming lines and redirect as needed. For example, when you call an airlines (not that many of us are doing that much anymore), most of those agents are now working from home, all from soft phones operated from their laptops, including full control to transfer the call to other queues as needed. The only place you find the old POTS twisted pair copper is in the residential market.
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