Oh you're totally right of course. The reality is that Disney has tens of thousands of cast members, and phone support isn't a lifetime career choice for many. WDW is so mind-bogglingly complex of an operation, given the hundreds of restaurants, attractions, hotels, special events, etc.. With a couple of days/weeks of training to do your job, there's no way that every one of them has the right answers on day one. They learn information over time. Worse, if you work in a call center (instead of inside a park), you have less in-person experience to fine-tune your knowledge and get real world feedback on how things are working. You don't even have co-workers who you can chat with during your breaks to share WDW feedback. So the CM who said that you can walk onto rides "thinks" he knows what's true, but maybe he works in Peoria and is basing that on what he heard about it three years ago.
Most of us here on these boards have the equivalent of hundreds of hours of "training" through our own experience and research. No need to cut the company any slack, but perhaps the best suggestion is that phone CMs be allowed to say "I don't know." Even that might not be enough, so some companies give call centers a strict script, and they aren't allowed to deviate in any conversation with personal insight... which is the real solution to avoiding misunderstanding and misinformation. Though that is probably too robotic for Disney.