Originally Posted by Lacota
The problem I was having with this issue is the user was putting the call on hold and just putting the hand piece on the desk and not on the cradle, this will cause it to time out and the phone will go back to an idle state and forget about the hand piece.
You can either get them to put it back on the cradle once on hold which is what I do or before they take them off hold just give the hook switch a press to bring the hand piece back in to play.

That's a separate issue than what we have in the US. That issue is also corrected with a new software release. What he is describing the phone will literally go to speaker phone when you pickup your handset and occasionally in the middle of a call.