Forward Voicemal using Directory?

One of our users reported that when they try to forward a voicemail using the dial by name directory it asks them for the name which they enter and nothing happens. I test to make sure the directory works fine which it does. Any idea how to fix this? I do not know where to begin. Is it possible that the voicemail system is using a directory that is incorrect/empty?

Without “call logs” there is no real way to help you.