Are they getting any error message?
Have them look at their OBi1032 Call History.
To access Call History:
Log directly into the OBi using the local interface.
Key the IP address of the OBi into a Web Browser.
Hit Enter
The UserID and default Password are both "admin".
Click Status on the left column.
Then click Call History.
They should see an entry like "PP(610xxxxxx)"
You can look at your Call History to see exactly what it should look like.
They should see your successful call in their Call History.
If they see the call go out correctly and you see nothing coming in on your side then it's probably an OBiHai server problem. This has happened several times. I had these symptoms in the past and the problem corrected itself, probably OBiHai fixed something on their servers. I would open a Support Ticket at OBiHai.
FYi, you can define a Speed Dial like: pp(610xxxxxx)
Where 610xxxxxx is the target OBi.
Now you won't need to dial **9.......
Edit:
The squiggly brackets are optional with a single rule, so the 2 are equivalent.