Video or Voice Call won't connect

While trying to establish a video call or audio call, it won't connect (in either direction).  When I answer a received call, it displays a message that says 'calling X'.

Are there troubleshooting docs for calls? I can't find one.

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I found this:
https://confluence.atlassian.com/display/HC/One-to-One+Video+Chat

but UDP ports 540 and 541 are open.

Since I was able to receive a call from a different user, I suppose it's a windows configuration issue with the first caller.  Firewall disabled, firewall enabled with port exception, uninstall with registry clean, reboot, and reinstall didn't fix either.

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