Unable to chat with external people

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Contributor

We're planning a complete migration from Skype onprem to Teams with outbound calling.

One of the things that I'm testing before the migration is chatting with people outside the organization as this is a heavily used feature.

 

Most of the times messages don't get delivered.

2018-12-07 09_04_42-Window.png

I've tested it with our corporate tenant to external tenants and only 1 in 10 tests succeeded (and that user is still a Skype for Business user).

 

I've also tested it from several test, dev and other 'normal' tenants in various settings and in about 90% it fails.

 

Any solution to this?

13 Replies
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If you have high usage of federated chat/calls, I would strongly recommend you to postpone the migration to Teams for the time being. There are tons of issues with it, starting from the simple scenario of being able to see your federated contacts in the Contacts list.

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Hi Vasil,

 

Thanks for responding. Is this personal experience or do you have more information on this?

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So you don't trust me eh? :) Simply do a search in this space, you will find numerous threads with examples. In all fairness, they are working on improving things, but it's sure taking a lot of time...

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Hi,

Is it throwing any error while adding external users? something like ""We couldn't add member. We ran into an issue. Please try again later."?

Please have a looked at the thread here ..
"When I leave Skype closed, some users show up as Skype users but every message gets back "Failed to send. We ran into a problem sending this message. Try again later." which forces me to use the Skype client to chat with the person"

https://techcommunity.microsoft.com/t5/Microsoft-Teams/Migration-and-Skype-chat-migration-sync-tips/...

Hope this helps!
Thuyavan
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I'm planning to set the whole tenant to be Teams only. For testing purposes I've set one user to teams only and after a while with Microsoft Support, I come to the conclusion that the only case that doesn't work is Teams only to Teams only in another tenant. 

All other cases seem to work now, or have worked in the passed (I just put them all together as one issue).

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Testing with somebody else (lets say personx@acme.com) I get this error message in Teams when I use a user that's teams only and the other is on Skype:

"We can't set up the conversation because your organizations are not set up to talk to each other."

 

And when I chat with the same user (personx@acme.com) from another skype account in my tenant I can chat without any issues.

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Yes you are exactly right
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@Martijn Eikelenboom- we're experiencing exactly the same problem - did you find a solution please?

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@Martijn EikelenboomAnd we are also experiencing this exact problem now. Any solutions yet?

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@Irene Lappalainen I’ve looked into this in some detail with Microsoft and they think that the issue is to do with missing DNS records against the other company's tenant (which presumably Teams relies on, but Skype for business doesn’t).

 

They’ve sent the following link to the relevant support documentation and suggested that the other company need to add the ‘lyncdiscover’ and ‘sip’ CNAME records for Teams-to-Teams messaging with external organisations such as ourselves to work:

 

https://docs.microsoft.com/en-us/office365/admin/get-help-with-domains/create-dns-records-at-any-dns...

 

Don't know if this is the solution yet as it will take time for a multi-national to change DNS settings, but keeping my fingers crossed.  They also suggested adding the other company's domain to our trusted list (even though we're set up to message anyone), but that didn't appear to work.

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@Martijn Eikelenboom , 

few years late though in case someone else is having the same issue and searching for responses, I would first recommend to check the Org-wide settings via Teams Admin center -> "Org-wide settings" -> "External access":

 

ieva_mikuci_0-1585065936273.png

 

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@ieva_mikuci 

We have the external access enabled in teams site org.  when someone external to our company tries to chat, it defaults to the onmicrosoft.com account rather than our domain name...not sure if that's why. But they then get a message that  the user is unavailable or offline.  Any help would be appreciated

 

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@mcneill05 

 

It is Sep 10th 2020 and this same problem persists.

 

To create a communication eco-system one must first consider legacy upgrade paths and consider communication channels must (not should or could) be resilient aka a priority. Meaning if we used Skype Business and then transition comms. channels to teams it should migrate without any problems. And yes it's achievable.

From Teams, you cannot chat with anyone external 
From Skype for business, you cannot chat with anyone external

Please fix this.

 

Try setting up a vanilla infra with Teams and Skype for business, then try and contact anyone via Teams chat who uses a Skype ID or Gmail ID or Yahoo ID

qtis0_0-1599748979967.png <----- Why in 2020 ?

No not try again, State the error so someone can troubleshoot. 
No not try again, Say we are not yet done testing (UAT or TDD our projects here).

Anything other than this please!