Thank you so very much!  I really appreciate your detail in your explanation of how all this can work and the different solutions to try...you're a genius!!! 

Yes ma'am.  I work on a switchboard in a medical office.  When I transfer a call to a nurse, and it is not answered, it is supposed to come back to the switchboard where I can take a message, or have it go to my voicemail if I am on another call.  So...