please check this setting:

13-099.7
Invert HC Lockouts When OFF (default), voltage on a hall call
security input tells the controller to allow
calls from that hall station. Lack of
voltage means to reject calls from that
station.
When ON, voltage on the input means to
reject calls from that hall station.

I think you have already checked the normal settings (security settings)?
s. https://1drv.ms/b/s!Arj9j2ORAi8Ah8EoNZfkkHYTpRyVKw?e=uBUvlD