We also have experienced this problem, some of them we had on warranty and had a replacement sent to us. On others I open the Phone up and cleaned the Contact for the Hookswitch and adjusted the spring wire tensioner.
In my opinion the Hook switch design is very Low Tech and something you would expect to find on very cheap phones not the Expensive IP phones.
I was really surprised to see how flimsy the Hook-switch design is on the IP phones.
RMA them. We have probably sent back 5-10% of our 7960s due to this mnf problem. People would be on the phone, put their feet on the desk and the phone hookswitch would hang up. The tolerance isn't high enough. Should be more than 1 micro millimeter between onhook and offhook!
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