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Unable to contact external Skype users RRS feed

  • Question

  • We migrated our organization to Office 365 earlier this year, including from Lync 2010 to SfB Online.

    We are unable to communicate with most* external Skype users. Contact requests are not delivered (but no error is ever returned). The external contact shows up in the internal user's Skype contacts with a status of "Pending".

    A Skype call from internal to the external user fails immediately with the error "Operation was unsuccessful." An IM fails with the error "The action couldn't be completed. Please try again later."

    In the Admin Center, External Sharing for SfB is set as follows:

    • Let people in your org contact people with SfB in other organizations: On
    • Let people use SfB to communicate with Skype users: On
    • Domain Exceptions: None

    I turned External Sharing off and then on again. No change.

    Our old Lync 2010 organization has been decommissioned. All SfB users work with no errors or certificate pop-ups, so I think we have all of our DNS and AD service settings correct.

    * This might be a distraction. We are able to Skype with users in one other organization. We had a Lync federation with this organization prior to our migration to O365 and most (or all) of these users have been in our GAL for a long time.

    What am I missing?


    Blog / Twitter

    Monday, June 27, 2016 10:08 PM

Answers

  • Microsoft support discovered that the Skype federation request that I had created years ago for my on-premise Lync deployment was still in their system and needed to be cleared in order for our new SfB Online external communications to function properly. I 1) disabled the external Skype communications option in the Admin Center, 2) removed the federation request at https://pic.lync.com/, 3) waited for Microsoft to confirm that the request had been removed, and 4) re-enabled external Skype communications in the Admin Center. After waiting a few hours (the Microsoft support tech said 4 to 24 hours) and restarting both the SfB and the consumer Skype clients, I was able to send contact requests and initiate both voice & IM communications.

    Problem resolved.


    Blog / Twitter

    • Marked as answer by reprac Friday, July 1, 2016 1:23 PM
    Friday, July 1, 2016 1:23 PM

All replies

  • I know you said that you think all of your DNS settings correct. I think it would be best if you double checked the settings to make sure they are.

    https://support.microsoft.com/en-us/kb/2566790

    Also are you trying to contact external Skype users and not Skype for business users? The following is how to connect that up.

    https://technet.microsoft.com/en-us/library/dn705313.aspx

    -Don

    Monday, June 27, 2016 11:51 PM
  • Hi Reprac, 

    Just confirming, that Skype federation is treated as normal Online Sip Providers federation and for that we need to sign up for the association by going to https://pic.lync.com/provision/Logon/FAQ.htm. If you have done with that , did you also receive the confirmation email from the team stating that Skype federation is enabled for your domain.  If everything seems to be  fine and if you still face the trouble , i would also recommend posting the question in the online forum as well 

    http://community.office365.com/en-us/f/166.aspx


    Linus || Please mark posts as answers/helpful if it answers your question.

    Tuesday, June 28, 2016 3:47 AM
  • read this https://support.microsoft.com/en-us/kb/2392146
    Tuesday, June 28, 2016 1:59 PM
  • Thanks, Don. I verified that my DNS entries (internal and external) match what https://support.microsoft.com/en-us/kb/2566790 says they should be.

    Your second link doesn't apply, however. I'm on SfB online. I have no on-premise Skype servers.


    Blog / Twitter

    Tuesday, June 28, 2016 3:32 PM
  • Thanks, Linus. That link doesn't appear to apply to my situation, since I have no on-premise Lync or Skype servers.

    Blog / Twitter

    Tuesday, June 28, 2016 3:33 PM
  • Thanks Xuan. Nothing there resolved the problem.

    I also went through the Guided Walkthrough (the link was broken, but I found it) and everything appears to be set up correctly.

    I'll create a support ticket with Msft and report back if I find a solution.


    Blog / Twitter

    Tuesday, June 28, 2016 3:39 PM
  • I am guessing you enabled this in the office 365 admin panel correct? This is a link to enable Skype <--> Skype for business communication.

    https://support.office.com/en-us/article/Users-can-contact-Skype-users-08666236-1894-42ae-8846-e49232bbc460?ui=en-US&rs=en-US&ad=US

    Tuesday, June 28, 2016 8:59 PM
  • Hi reprac,

    Please refer to

    https://support.microsoft.com/en-sg/kb/2392146#bookmark-permissions

    You could also refer to the following article for enabling Skype Federation with SFB online.

    http://www.ucguys.com/2015/05/enabling-skype-federation-with-skype-for-business-server-or-skype-for-business-online.html

    Note: Microsoft is providing this information as a convenience to you. The sites are not controlled by Microsoft. Microsoft cannot make any representations regarding the quality, safety, or suitability of any software or information found there. Please make sure that you completely understand the risk before retrieving any suggestions from the above link.

    Best regards,

    Alice Wang

    Thursday, June 30, 2016 7:13 AM
  • Microsoft support discovered that the Skype federation request that I had created years ago for my on-premise Lync deployment was still in their system and needed to be cleared in order for our new SfB Online external communications to function properly. I 1) disabled the external Skype communications option in the Admin Center, 2) removed the federation request at https://pic.lync.com/, 3) waited for Microsoft to confirm that the request had been removed, and 4) re-enabled external Skype communications in the Admin Center. After waiting a few hours (the Microsoft support tech said 4 to 24 hours) and restarting both the SfB and the consumer Skype clients, I was able to send contact requests and initiate both voice & IM communications.

    Problem resolved.


    Blog / Twitter

    • Marked as answer by reprac Friday, July 1, 2016 1:23 PM
    Friday, July 1, 2016 1:23 PM