Cisco Unified Personal Communicator

CUPC 8.x: Unable to Make a Video Call through CUCM 8.5

Document ID: 113263

Updated: Sep 29, 2011



Cisco Unified Personal Communicator (CUPC) 8.5.1 on Windows Vista 32 bit fails to start video on both ends. With softphone mode on CUPC, you can see the camera and the Place a video call option is available, but you are unable to see video on both ends. This document describes how to resolve this issue.



There are no specific requirements for this document.

Components Used

The information in this document is based on these software and hardware versions:

  • CUPC 8.x

  • Cisco Unified Presence Server 8.x

  • Cisco Unified Communications Manager (CUCM) 8.x

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.


Refer to Cisco Technical Tips Conventions for more information on document conventions.


CUPC 8.5.1 does not see video on either end, even though the Place a video call option is available. The issue is that CUPC 8.5 is not able to make a video call (one-to-one) in softphone mode. Specifically, both sides detect the video camera, the "place a video call" option is available, and the call goes through, but video does not show up for some reason.


When early media needs to be delivered to SIP endpoints prior to connection, CUCM always sends a 183 Session Progress message with SDP. Although CUCM does not generate a 180 Alerting message with SDP, it does support the 180 Alerting message with SDP when it receives one. The issue here is that even after the client sends its capability, CUCM may be sending a Session Progress message with SDP inactive for Video.

After initial capabilities are sent to CUCM, it is up to CUCM to decide which parameters will be used, and send on to the SIP to both ends with negotiated parameters. In order to verify this, complete these steps and take the logs:

  1. Make sure the Cisco Unified Communications Manager log is set to the detailed/debug level with all checkboxes checked for all servers. (You may want to run the debug during a low traffic time.)

  2. Exit out of CUPC from both sides.

  3. SSH into the CUCM publisher, type show status, and take note of the time.

  4. Also, take note of the local time from both workstations where CUPC is installed.

  5. Install Wireshark on both workstations (

  6. Start Wireshark on the appropriate interface on both workstation.

  7. Start CUPC on both workstations.

  8. Start a video call.

  9. Stop the video call and collect this information:

    • CUCM Log for all severs (Publisher and Subscriber) for the last 5 minutes or so covering the test (it is very import to have the logs at a detailed level)

    • Wireshark capture from both workstations

    • CUPC problem report from both sides

    • Both sides' userid, as well as calling and called DN

    • The time of the call which you have noted down in step 3 and 4

    • IP of the workstations and the CUCM servers

  10. Here is the summary of the logs of the issue found:

    15379 : m=video 0 RTP/AVP 31 34 96 97
    15380 : c=IN IP4
    15381 : a=rtpmap:31 H261/90000
    15382 : a=fmtp:31 MAXBR=224
    15383 : a=rtpmap:34 H263/90000
    15384 : a=fmtp:34 MAXBR=225
    15385 : a=rtpmap:96 H263-1998/90000
    15386 : a=rtpmap:97 H264/90000
    15387 : a=inactive

From the log, you can see that CUCM sends that video should not be used. In order to resolve this issue, lower the bit rate to 2k in the CUCM region where the CSF phone's device pool is located.

Related Information

Updated: Sep 29, 2011
Document ID: 113263