It shouldn't make a difference, but may be a software bug... Is the handset "hook" flipped over so the handset hooks on it when in the cradle? It could be that the handset is sitting on the hook and not properly on hook, causing the phone state to be off hook when it's ringing. Maybe that's the difference from when the issue was reported and now.

What Hacky said is correct. It's important to know what platform the phone is running on, and the version of software.

Justin