Asterisk to Polycom interaction

I am trying to set up Activa for Asterisk TAPI with Polycom SoundpointIP500 SIP.
There is interaction between the screen and the phone in so much as when an incoming call is received the phone rings and the screen pops a message but clicking on answer will not take the phone off hook.
Likewise when an outgoing call is initiated from on screen, the call is made but again the phone is not taken off hook to enable the call to continue.

Have I got something missing in the sip.cfg files?

current config for sip.cfg contains

<user_preferences up.headsetMode=“1” up.handsfreeMode=“1”/>