The thing to do here is to look at the call in the remote port status monitor and see where the call is really going - just because that's what you hear doesn't mean the call isn't going through a transfer attempt and failing and routing back to Connection - this is a classic call flow problem - the port status monitor will show this happening and give you a clue as to what's going on.
Presumably the 1 key is mapped to "attempt transfer for" that user, right? So it's possible the call is leaving Connection and hair pinning back around onto Connection again or the like (you couldn't necessarily tell this from over the phone). Not for sure but a possibility.
anyway - the rPSM can be downloaded from its home page here:
http://www.ciscounitytools.com/App_PSM_LL.htm
