I figured out the issue. He hadn't had auto line selection set up. We discovered when we picked up the phone and dialed the first 9. We got a busy signal. When I setup his auto line selection it worked.

As for the second 9, it is only dialed if a person picks up the phone, and it is on an intercom button. If it defaults to an outside line, or they choose an outside line using one of the line buttons (we use MLX phones mostly), they only have to dail one 9. If they dial two when already on the outside line, they won't get whom they expect.

I don't know if that is something we can program. The users don't all use the phone the same way. Some always pick an outside line first, some always dial 99. If we did something that made one way work but not the other, then I would get all sorts of complaints about it changing.

Thanks for all your help everyone.