The user is likely pressing CFwdALL instead of New Call when making a call. You could either train the user to use a different method of initiating calls (Speaker button, line button, handset, dial the number and then press Dial) or remove the CFwdALL button from their phone.
I've had similar situations occur and - in my case - the situation had to do with inbound calls that were attempting to be "transfered". Well - that soft key is in the exact same position of the cfwdall key and depending on the state of the soft keys, they thought they were transfering when, in fact, they were call forwarding all.
Specifically, if the calling party hangs up while the user is attempting to transfer the call, the softkeys change and what was transfer reverts to call forward all.
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