Barnzie

Hello all, I run an ISP tech support company and I am testing IVM. On it's face, what I need seem pretty simple but I have been banging my head against the wall. Each of my ISP customers have a unique VoIP number. I need the calls that come into a specific number and automatically forward to 1,2 or three land line or cell numbers depending on my techs setup at their house. If no techs answer the call, I need the call to go into a queue, play hold music and wait for a tech to become available. NCH keeps telling me, "yes, it can do that" but they will not help understand how either by phone or through the limited literature provided. If someone can show me how this software can fullfil my needs, I will buy it on the spot. I am using ViaTalk VoIP. I have AXOM, trial version IVM, and trial version IMS on a Dell PowerEdge server. I can transfer no problem to land lines and between softphones. I can call out using outgoing calling as well. How the heck do I set up auto-forwarding?