Pilot Point unknown condition in CUCM v 6.1

Answered Question
Sep 28th, 2010


I have created a new (and unique) pilot point for use the Attendant Console and he is in unknown condition. I have associated application-user ac and I have reset attendant-console´s service from Serivceability.

How can I troubleshoot pilot point problems?

Thank you


Correct Answer by tsodn10128 about 6 years 1 month ago

See: https://supportforums.cisco.com/message/1107860

It´s a BUG number CSCsi60111, reset the ac password in a application user. Select server that Cisco CTIManager and Cisco CallManager Attendant Console Server are running on and restart the two services.



  • 1
  • 2
  • 3
  • 4
  • 5
Overall Rating: 5 (1 ratings)
kusatija Tue, 09/28/2010 - 03:17

Hi Pablo,

Associate the hunt pilot to the AC authentication user as well as the AC user.

Make sure that the hunt pilot has hunt members.

Restart the  CTI manager, attendant console services on all the nodes in the cluster.

See if that works, else post the screen shots of the AC authentication user, the AC user and the Pilot point.



javier gomez fe... Tue, 09/28/2010 - 06:59


Thank you for a very quick response. I don´t have a hunt pilot created because on my scene isn´t necessary. I have a Pilot Point with a user and directory number, too i have partnered an application user (ac) with the Pilot Point.

I have resteted attendant console service but CTIManager and CallManager services aren´t posible, the scenary are in production.

Is here necessary anything else?

Kind Regards


David Hailey Tue, 09/28/2010 - 07:03

You're not likely to get any status until you restart the CTI Manager service.  There is no need to restart CCM.  You can likely restart CTI in production without issue but if you are not allowed to then you'll need to at least try that route in an off-hours, change window.


javier gomez fe... Tue, 09/28/2010 - 07:27

Hello David,

Thank you very much. I´m going restart CTIManager in Offnet as soon as I can.

Kind Regards,


kusatija Tue, 09/28/2010 - 07:49

Hi Pablo,

Please make sure that the Pilot point is accociated to the AC authentication and AC user.

Then will the restart of the CTI manager and the AC services will help



javier gomez fe... Tue, 09/28/2010 - 08:30

Hi Kunal,

I don´t understand your reference with "ac authentication". Please, Could you indicate where do I search  this option?

Kind Regards,


David Hailey Tue, 09/28/2010 - 08:35

/* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-fareast-font-family:"Times New Roman"; mso-fareast-theme-font:minor-fareast; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin;}

There is an AC user (ac) and an AC Device Authentication User.  It is not mandatory to use the AC Device Authentication user...but it is recommended.  It is in the documentation for how to configure Attendant Console.

kusatija Tue, 09/28/2010 - 09:57

Hi Pablo,

i meant the AC Device Authentication User.

David is right on this.

Try the suggestions are let us know.



javier gomez fe... Wed, 09/29/2010 - 02:52


I created ACDeviceAuthenticationUser of the same form that "ac aplication user" but result is the same, "unknown condition". The next week, reset the CTIManager service (and AC service) and I will write the result.

Thanks you very much for your all answers.




This Discussion