bizhub C352 and 500 can only fax w/on-hook

[Guest]

This customer has both a new bizhub C352 w/fax and a bizhub 500 with fax. The customer has to dial 9 to get an outside line.
The only way you can fax out is by using on-hook Dialing. Can't fax out using direct faxing or speed dial.
I have the latest firmware installed, the Marketing and Fax target set correct, the machine dialing method set to PB. I have played around with pauses with no success.
PLEASE HELP! NEED INPUT!

[konisolver]

Go to tech rep mode - select fax - choose network settings 1 - there you will see pause between "something it will be at 1 change to 7 - this will give the unit a longer pause to allow the pbx system to get a dial-tone.