For CUPC Desk Phone Troubleshooting, assuming both end points are Personal Communicator Clients, follow the below steps:
1) CAST Issue
For both End Points, make sure that the CAST shows connected under CUPC -> Help -> Show Server Health -> Desk Phone Video Section
The phone must be connected to the computer on which Cisco Unified Personal Communicator is running by Ethernet cable.
2) Firmware Issue
If the end users are controlling 79xx, make sure that the firmware is 9.2(3) or higher. If you are running SCCP9-2-1S, then you will run in the Defect: CSCtq48538 Phone does not send CallStateMessage through CAST connection to PC and have to upgrade the firmware to 9.2(3)
3) Roles and Permissions
Besides the Standard CTI Enabled and Standard CCM End User, if the end users are controlling 99xx or 88xx, then make sure they also have these additional Roles and Permissions
Standard CTI Allow Control of Phones supporting Connected Xfer and conf
Standard CTI Allow Control of Phones supporting Rollover Mode
4) Video Enabled
This setting should be enabled by default, however, make sure that under the Device Configuration Page (CCM Admin -> Device -> Phone -> Affected User's Device
The PC Port and Video Capabilities fields must be enabled for the phone in Cisco Unified Communications Manager.
Now if after verifying all of the above configuration the video call fails then I suggest testing CUPC Soft Phone Video by changing to Soft Phone Mode on both the End Points (You can only change to soft phone mode, if you have the Client Services Framework Device deployed for the end users). If that fails as well, I suggest to engage Cisco Tac for further troubleshooting as we would then need to collect the following:
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