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Offline messages - emails not sent

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Frequent Contributor

User 1, homed in Teams, using Windows 10 Teams app.

User 2 homed in Skype for Business online, using Skype for Business app.

 

When both users are online, real-time IM/Chat is functional, however, there's an issue when one is offline.

 

  1. User 1 sends a message to User 2 while User 2 is offline.
  2. The Teams app displays the following message to User 1: "This user is unavailable or offline. We've sent an email instead"
  3. 24 hours later, no email sent, User 2 has received no such email. Checked Spam, etc. 

Bob

 

5 Replies
Hi Bob,

How’s things? A few questions -

1. Are the users in the same tenant?
2. Are both using Exchange Online?
3. What is your migration status? Islands?

Best, Chris

Hey Chris,

 

  1. Different tenants
  2. Both using EOL
  3. User 1 – TeamsOnly, User 2, Islands

 

Thanks,

Bob

Ok great. I guess the first thing to check is:

1. Is there any third party gateway on user 2’s tenant? Is User1 or their domain whitelisted? Or if they are using EOP again are they whitelisted?
2. Have you done a track and trace in the tenants to see if anything was sent/received at the time of the offline message?

Best, Chris

Chris, 

1. No third party gateway on User 2's tenant (or User 1's for that matter).

2. No explicit whitelisting exists between these two domains at any level.

3. Neither side is using EOP.

4. I have not done a "track and trace" on either end - can you tell me where I'd do that?

 

For the heck of it, I tried the exact same scenario with a different tenant (replace "User 2" with another user on a different tenant configured pretty much identically as far as your questions so far are concerned, and also, seemingly no email sent/received. 

 

It may make no difference, but I routinely send email between all these users without issue.

 

Bob

Highlighted
Hi Bob,

The track and trace tool and how to use it is here

https://support.office.com/en-gb/article/Find-and-fix-email-delivery-issues-as-an-Office-365-for-bus...

An interesting one because SFB users in multiple tenants are not receiving these chat emails when they are offline.

By any chance if user 1 was to do exactly the same thing to a Teams user in the second tenant, does it get through?

Best, Chris
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