are you picking up receiver or trying to use headset?
if headset see info below about onhook default path:
The OnHook Default Path option allows you to choose whether to use a headset or the Handsfree feature to operate your IP Phone while it is onhook. To enable OnHook Default Path, press the Services key, select Telephone Options, and select OnHook Default Path.
If handset - check hookswitch - maybe it is not releasing or make sure handset is plugged into hanset and not headset location.
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