Core Issue
This issue can occur when one of these conditions is met:
- the Pilot Point or the controlled phones are not in the controlled device list of the attendant console (AC) user
- the attendant console is configured with only one Directory Number (DN)
Resolution
Since the AC does not have the hold feature, when a call comes in to the AC Pilot Point on the second line, the caller hears the busy tone.
In order to avoid this, it is advised to configure other DNs in the Hunt Group. Refer to the Unable to Place Calls to Pilot Point section of Cisco CallManager Attendant Console Issues.
