vvx411 doesn't pickup call when handset lifted

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Account is U.S
software version UC Software Version     5.6.0.20009
Updater Version     5.8.0.24992

Phones are Polycom vvx411

When a call comes in and we lift the handset, or press speaker phone, it goes to new line and dial tone to allow an outbound call.
It does not pick up the incoming call like it is supposed to.
There is an option in the action buttons to "pick up" the call.  But I need it to just pick up the incoming call when the handset is lifted.
This started when we ported our real numbers over. 
When we first started setting up and testing and had the temporary numbers it worked fine and would pick up calls when handset was lifted.
I have researched and the one thing I have found, but cannot find an entry for in the config files (via the phone web interface), is reference to call.autoOffHook.1.enabled="1"  - this was referenced from the polycom community in a 2014 post.
I have contacted RC support, they say all settings are correct and cannot figure out why it won't pick up the call when the handset is lifted.

We also have Yealink W60P / 56 Cordless Phones and they will pickup the call when it comes in as it should.

Thank you
Michael

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Posted 2 months ago

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<SOLVED> Something got gummed up while provisioning to the real numbers, RC support suggested resetting to factory defaults on the phones and reprovisiong the phones.  Seems to have worked.