Hi Laurie,
You're point it well taken. While 9.6.2 has a number of generic VOIP fixes that *might* address your issues, there are also environmental, and best-practice guidelines that must be taken into account. Here on the forums, it's not practical to address all of those complexities, and so the best course of action is to open (or re-open) a support case to make sure all variables are addressed.