Called back in today and left a voice mail for the engineer. Followed up with a phone call to the admin again who was kind enough to walk over to the department and make sure someone called me back. Got a call back in about half an hour, and it turns out there's a bit missing from their steps to update the settings, and that's all it took.

I should be able to paste that information here without incurring any copyrght problems, yes?

What's so frustrating is that it took a week of calling and calling just to get someone to stop and think about it for 3 seconds and realize the documentation they provided is incorrect. sheesh.