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how is it that you are making this determination? TSSPY? Using the csta information from AE Services? Trusting your code to report the information? I suggest using all three, and making sure they all agree with each other. Assuming that they all agree, and the data is simpally not there (very unlikely in my opinion), look at the g3trace trace file (I presume you are familiar with setting up TSAPI logging... if not see the FAQs for TSAPI), make sure you are running a up to date GA release for the AE Service server.
There are no 'settings' that control getting information, just what you can control (through the Security Data Base -- assuming you have it enabled and are using a restricted CTI user when TSAPI opens its stream with AE Services). Once you can establish a monitor, all devices involved in calls will be reported to the application in events.
My poorly educated guess here is you are looking at a dynamic device ID (off premises destination), and the 'extension' information is not provided for them in some call flows. Having a look at an offending TRANSFERRED event from the csta trace or TSSPY would help my understanding of the issue you are reporting (but probably not be enough to give you a clear answer).
How well do you understand the call flow this is occurring with? Can you reproduce it? Do you know if the transferred to destination is on switch?
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