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Configuring CUPC







Cisco Unified Personal Communicator (CUPC) is the client application that integrates into the Cisco Unified Presence Server (CUPS). This client runs on a Windows or Macintosh desktop environment and provides for several integrated communications features such as desk phone control, Instant Messaging (IM), Presence, softphone, communication escalation, and so on. This will cover the configuration steps required to configure CUPC.





  • Cisco Unified Personal Communicator
  • Cisco Unified Communication Manager





CUPC Configuration

The configuration of a user leveraging CUPC has several basic steps that need to be completed:


  • Step 1. Configure user in CUCM.
  • Step 2. Configure desk phone device in CUCM (optional).
  • Step 3. Configure the CUPC device in CUCM.
  • Step 4. Configure CUPS advanced end-user features:             
    • Voicemail
    • Conferencing
    • Lightweight Directory Access Protocol (LDAP)
  • Step 5. Install CUPC software on the client machine.


Step 1:- Configuring CUPC User in CUCM

It is strongly recommended having LDAP synchronization configured in any CUCM installation. This brief section covers the steps required to configure a user in CUCMwithout LDAP integration. This is because when LDAP synchronization is enabled, the ability to add/delete users in the CUCM user interface is removed. All users are added or removed via the LDAP management interface. Follow the below steps:-


  • Step 1. In CUCM Administration, select User Management > End User > Add New.
  • Step 2. Fill in at least the required user information (User ID and Last Name).
  • Step 3. Device Associations can be left at the default.
  • Step 4. If this user will use extension mobility services, configure the required settings. Make sure to select the correct Presence group because this impacts what Presence visibility this user has.
  • Step 5. Leave directory number associates at the default setting unless you already have a desk phone and directory number configured for this user.
  • Step 6. The mobility section enables the user to configure single number reach access and mobile voice access (directory assistant IVR). Configure this section according to the end user's needs.
  • Step 7. Ensure that the user roles include Standard CTI Enabled and Standard CTI Allow Control of All Devices..
  • Step 8. Select the Save button.
  • Step 9. In CUCM Administration, select System > Licensing > Capabilities Assignments.
  • Step 10. Select the users recently added that will have Presence and CUPC capabilities.
  • Step 11. Click both check boxes to enable CUP and CUPC features for the users.





The user might not show up for several minutes on the CUP server. If it is taking too long, go to Cisco Unified Serviceability > Tools > Control Center-Feature Services, select the CUP server (publisher if in a cluster), and then start or restart Cisco UP Sync Agent.


When the user has been added to CUCM, it will be synchronized over to the CUP server. There is no need to add the user separately to the CUP server. LDAP synchronization is strongly recommended so most of these steps would not be necessary, and the rest can be done when doing the phone device provisioning in CUCM.

Step 2 :- Configuring IP Phone in CUCM

A common deployment model is for a single user to have both a desk phone and have CUPC act as a softphone during communications that take place away from the desk. CUPC offers a softphone capability that enables it to act as a phone device on a computer without the requirement of a desk phone, making the desk phone an optional device in a deployment. The use of a desk phone is optional and not required when deploying and configuring CUPC. Basic steps necessary in setting up an IP Phone to be used with CUPC are:-



  • Step 1. In CUCM Administration, select Device > Phone.
  • Step 2. Click the Add New button.
  • Step 3. Select the device for the desk phone; then click the Next button. Do notselect Cisco Unified Personal Communicator.
  • Step 4. Select the protocol for the phone to use.
  • Step 5. Make sure the Presence Group and SUBSCRIBE Calling Search Space are defined according to your Presence policy.


NOTE:-Presence authorization works with Presence Groups to allow or block Presence requests between groups. This enables greater granularity in offering Presence services to groups or departments.


The SUBSCRIBE calling search space determines how CUCM routes Presence requests that come from the phone. This setting enables you to apply a calling search space separate from the call-processing search space for Presence (SUBSCRIBE) requests for the phone.


  • Step 6. Make sure that Allow Control of Device from CTI is checked.
  • Step 7. Configure all the remaining required settings for the phone and end-user requirements.
  • Step 8. Associate the user to the phone.



The phone now registers to CUCM with the proper settings and user association. Adding the phone allows users to have the option to control their phone through a computer telephony interface (CTI) with the CUPC client. This allows for the added software features offered by the CUPC client and still has a desk phone for a more reliable voice experience.

Step 3 :- Configuring a CUPC Device in CUCM

The next step is to set up a CUPC device in CUCM associated to the appropriate user and potentially connected to a desk phone. The first step in planning for the CUPC device configuration is to understand the naming convention required in CUCM. These requirements follow:


  • Derives from the username
  • Starts with UPC
  • Contains only uppercase letters or numerals
  • Contains no more than 12 additional characters after UPC



CUCM UsernameAssociated Softphone Device Name










When the naming convention has been decided, the CUPC device can now be added to CUCM:-


  • Step 1. In CUCM Administration, select Device > Phone.
  • Step 2. Click the Add New button.
  • Step 3. Select the Cisco Unified Personal Communicator.
  • Step 4. The Device Name should be the CUPC name determined earlier, for example, UPCMPOPOVICH.


  • Step 5. Uncheck the box for Allow Control of Device from CTI.
  • Step 6. Specify the correct Presence Group and SUBSCRIBE Calling Search Space.
  • Step 7. Set the Owner User ID field to the appropriate user.
  • Step 8. Configure the rest of the settings according to system/user policy.
  • Step 9. Click the Save button.
  • Step 10. Click the Line[1] > Add a new DN link.
  • Step 11. Assign the directory number to the line. If a phone device is already configured, use the same DN as the phone. If this is a CUPC-only user, enter a new DN
  • Step 12. Uncheck the box for Allow Control of Device from CTI.
  • Step 13. Configure the rest of the settings according to system policy.
  • Step 14. Click Save.



When saved, a new screen comes up that shows what devices are associated to the DN. This field should at least have the CUCP device associated with it. If it is a shared DN with a phone device, two devices should be listed: the CUPC and the phone device.

Now that the CUPC device is set up in CUCM and the users are configured, the client can be installed, and there will be Presence, desk phone connectivity (CTI), and softphone functionality.




Basic CUPC Troubleshooting

If there is any service issues after a user has logged in, there are two basic things an end user can do to immediately confirm an issue and give administrators a good idea of what the problem is and how to resolve it follow:-


  • Look at the server health of the CUPC services. This is accomplished by navigating to Help > Show Server Health in the menu of the CUPC client . There is an overall health status of all the available CUPC services that can be configured. Next to each process or service is a status indicator telling the user if the status is good with a green check or bad with a red octagon with an X in the middle. The end user can quickly tell an administrator what the initial problem might be.


  • If the first option is not enough to adequately determine the potential problem, the end user can generate a more detailed dump of information that can be sent to the administrator. This is done by navigating to Help > Create Problem Report in the menu of the CUPC client. This starts a wizard in which the end users can quickly fill out the required information describing what they were attempting to do and what they were doing at the time of the problem. The tool then generates a log report and gathers necessary files that will be compiled into a zip file. This zip file will automatically be saved on the desktop. That file can be e-mailed to the administrator or appended to a Cisco TAC case for a more detailed review. One suggestion would be to enable detailed logging on the client and have the user log off and log back in to the client.


When the user and administrator have determined a specific problem, more troubleshooting will most likely be required.

CUPS and CUCM Integration Troubleshooting

There could be issues with an end user not being able to log in to CUPC. This can be because of several issues and the following are some ideas on where to look:-


  • Make sure the end user has network connectivity to the voice network. This can be through the enterprise network or VPN, but connectivity must first be confirmed. Pinging the IP address of the CUPS server is the easiest way to accomplish this.


  • LDAP integration with CUCM is the Cisco recommended way for deploying CUCM. CUPS authenticates users through CUCM, and if a user cannot authenticate using CUPC, verify LDAP is functional between CUCM and your LDAP server. This can be done by having the user authenticate to the CUCM end-user pages. If that is not allowed, an administrator can authenticate to CUCM admin pages using an LDAP account to verify connectivity.


  • If this is a new user, it is possible that the user has not synched over to the CUPS cluster. Usually, the administrator would have verified this already because most deployments have some manual configuration of the CUPC user for voicemail and conferencing profiles. Deployments assign default profiles for all services, and when a user is synched and automatically assigned to a CUPS node, the user should be functional. If this is the case, make sure the Sync Agent and Proxy Service is running. If those services are not running, restart them manually and confirm the user is assigned on the cluster.

Voicemail Troubleshooting

Most common voicemail issues from the CUPC client stem from a user not being able to log on, or voicemail messages are not downloading or don't appear in the recent pane. Here are some things to look at to address voicemail issues on CUPC:-


  • Make sure users enter their credentials correctly in the CUPC client. This is found under File > Preferences > Account. If the user can log in to CUPC but does not see any voicemail messages, this is most likely not configured correctly. Show Server Health will also reveal this issue.


  • If voicemail messages are not downloading but authentication is working, there are a few things to consider:           
    • Check the server configuration to make sure that IMAP is enabled on the mailstore and that the voicemail profile is accurate for the CUPC user.
    • (Cisco Unity Connection) If messages are still not being received and the credentials have been checked, make sure that port 7993 is configured on the server and that the CUPC client is listening on port 7993. If there are any firewalls between the client and server, make sure that traffic on port 7993 is allowed to pass through.
    • Clear the voicemail cache on the end-user machine. This is accomplished by deleting all the files in the following directories:           
      • For Windows XP: drive:\Documents and Settings\UserID\Local Settings\Application Data\Cisco\Unified Personal Communicator\VoiceMail
      • For Windows Vista:drive:\Users\UserID\AppData\Local\Cisco\Unified Personal Communicator\VoiceMail
      • For Mac OS:home/Library/Caches/Cisco/UnifiedPersonalCommunicator/ VoiceMail
  • If voicemails do not display in the recent pane of the CUPC client and server health shows that the server fails due to authentication failure, have the user re-enter their credentials in the CUPC client. If the client tried to reconnect but can't, it is most likely that the voicemail account is either locked or the password has expired.

LDAP Troubleshooting

The following provide solutions to some common LDAP problems. For instance, if there are no results when a user does a query in the Search pane, there can be several reasons for this; here are some things to look at to resolve the issue:-


  • If anonymous bind is configured in CUPS for the LDAP server, uncheck that check box and configure the Bind Distinguished Name information.
  • Check client connectivity to the LDAP server by having the user ping the IP address of the LDAP server or telnet to the LDAP port on the server. (The default is port 389.)
  • If using bind credentials in the LDAP server configuration on CUPS, double-check that those credentials are correct.
  • Verify the correct search space is defined in the LDAP server configuration on CUPS.


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