*69 Feature Not Dialing The Call...

I know this has to be a simple issue to fix, but for some reason I can't find the option for it. When I dial *69 to return a call, I get prompted to press '1' to callback the number. When I press '1', I get "The Call cannot be completed... blah, blah, blah". I am sure it is because the *69 feature is not dialing the '9' to get an outside line before calling back the number. How can I fix this?

Thanks!