Okay, so here's what you've found out so far:
You dial the help desk (extension 1865) from your office.
Extension 1865 is fowarded to a toll-free number.
The toll-free number is answered by the individual at the attendant console in the other city, who then transfers the call to the help desk.
Does the help desk have a direct extenal number, or can they only be receive inbound calls from the attendant console?
Are the two PBX's DCS'd together? Can you call anyone in at the second PBX location by dialing just their extension?
Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work."
- Thomas A. Edison