Line appearance issues

[campbellsoup06]

i have a partner system release 3.0, the line appearance button for line 1 on ext 10 shows solid green like a phone call is on it however customer says when they press it to see the call it is only dead air, happened after i was on a call with them she then pressed intercom without putting me on hold i cant seem to figure it out, its probably something very simple but i dont know, had her unplug phone, had her unplug line from system nothing changed

 

[sysconsultant]

Does she have a headset connected to her phone? If so, have her turn it off. See if it clears it.

 

[Telecomboy]

Could also be a bad switch-hook on the phone not allowing it to hang-up. If there's no headset, try swapping phones and see if it goes away with new phone.