According to Der Spiegel:
http://www.spiegel.de/panorama/justiz/0,1518,686812,00.html
Andreas Zimmer, responsible of the hotline, admitted they didn't expect such an assault, and apologized for the personnel not being able to answer all the calls (only 162 could actually be properly handled).
SNAP (http://www.snapnetwork.org/) invites not to use the hotline set by the Church for it might be another attempt to cover up the scandal, handling the crimes within the Church. Victims should not refer to the clergy's hyerarchy but rather talk about the abuse to their families, therapists and police.