Dialing # at the end of leaving a VoiceMail message disconnects the call

The system is a OEM system, it is at 6.12.65-29. When a caller initially gets into a voicemail box the recording states Dial # when finished for more options. If a user does that, a recording comes on and says Thank you and then good bye. and the call is dropped. The customer wants to be able to get into a voicemail box, leave a message, exit out and go to another mailbox or another user. We have setup the Operator in the Voicemail admin, and also setup VMX, I found online a guide for Comedian Mail that says that once a user hits the # they should be given the options to do something with the message they just left and also dial 0 to get to the operator. Has some of this been depreciated? Any suggestions are greatly appreciated!