Inter-Tel - 5.119.
When someone calls into the system, the auto-attendant picks up. That works fine. But if they try to get to the operator, I am told it rings maybe twice, then goes to voice mail. It should not go to voice mail at all from the operator. That should not be an option.
Any ideas?

To first figure out how it is ringing in, dial into AA and dial the extension number of the operator (i.e. 100), if this does the same thing then it is your forwarding for this extension. I am guessing that this will work correctly, and that your Trunk Group rings into a Hunt Group and the HG timers are set wrong.