Phone rings, I pickup, but the system acts like I didn't

I brought a phone that was working OK from on location to another.

Phone rings, I pickup, but the system acts like I didn’t

It will either goto voice mail, or if I have it set to queue, it will play music to the person calling, even though I am picking up on the phone.

I have an aastra phone.

Outgoing calls are fine.

Do you know what could be causing this?

Could it be a problem with the cable internet connection I have at the new location?

TIA!

do you have the ports opened up in the firewall? Also some more info will most likely be needed, we need to look at extensions.conf, sip.conf – you can change all passwords. Also is the asterisk system in another location, or is it at the same site as the phone… Its hard to say what is happening when we are just told the phone rings and you pick up and nothing happens.

When I use a software phone it works OK, but the quality is bad.
The asterisk box is in a datacenter.