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maybe you need to set the no answer time to 20 secs and the individual coverage time to 15secs what version of ipo is it?

If direct calls are ringing groups not users then timers are in hunt groups. if user no answer time is set it will follow that, if not then system timer is used

What were the line ids and line group numbers an short codes before upgrading? what is set in the telephone number field in the line form?

for the telecommuter login when you select the User then go to screen where internal or remote is enter a number longer than your extension numbers as the telephone number. eg 14082221212 name it home, save in profile. in short codes creat a short code same as *204 where *204 is replaced by...

on the phone with the problem do *36till it says no user then see what number it displays

Are they using the phone to answer the call or phone manager, maybe controlling the wrong device. - check user and base extension match