osnider,
You are going to have to be a little more specific on this.
With the phone idle and handset in its cradle dial 396 and then press the button for the "voicemail button option" what does it show it as?
What exactly did this button do and how was it used?
Most likely their keymap had been changed or overwritten when the tech did some reprogramming of "issues". We just need to figure out what was changed and then program it back in. If you have a copy of the database prior to them making the changes then this will be real easy to fix.
Thanks,
TE