Ok, I ran a debug sip stack mess and voice verbose but came to the conclusion on what is happening. When she is on the phone and a second call comes in she needed to hit ignore or answer then do something with that other call, return to original call and it works fine. The reason this happens is because she is the receptionist and is part of the incoming call ring group and operator group so she needs to attend to the incoming call before being able to continue with her current dtmf entering. In her case she just hit ignore and then was able to continue with Medicaid call. Can I hit Answered on my own question?
Thanks for coming back to update this post. You actually can select a Correct Answer for your reply in addition to replies provided by other users on your thread. You must be logged into the Support Community to see the buttons. See the last part of this page for screenshots on where to find the buttons:
I will reach out to you with a private message to discuss the search difficulty you mentioned to see if there is anything we can do to improve there.