Lync users can't communicate with external contacts who have Microsoft accounts that have a custom (EASI) domain

Article translations Article translations
Article ID: 2566829 - View products that this article applies to.
Expand all | Collapse all

PROBLEM

Consider the following scenario:
  • You add an external contact that uses a Microsoft account to a Microsoft Lync Online user’s contact list. 
  • The external contact uses a custom domain or an "email as sign in” (EASI) ID domain instead of a default @outlook.com address.
  • You add the contact to Lync by using the contact’s email address. For example, you use the email address joe@live-contoso.com.
In this scenario, you may experience the following issues:
  • Presence is unavailable, and the status is displayed as Presence Unknown.
  • Instant messages can't be delivered or sent.
Note In the following sections, the following placeholders are used as examples of domains:
  • Lync Online domain: contoso.com
  • Windows Live EASI domain: live-contoso.com

SOLUTION

To resolve this issue, use one of the following methods.

Microsoft Lync 2013

The best method to add external contacts in Lync 2013 is to use the Add Contact icon. For more info about how to add contacts through search or the add contact wizard, go to the following Microsoft website:
Add a contact in Lync

Microsoft Lync 2010

Use the Microsoft account together with Public Internet Connectivity (PIC) when you add a user to your Lync contact list. To do this, you must make a change in the search field. A Lync Online user who wants to add the Microsoft account that uses a custom domain, such as <username>@live-contoso.com, must add an address that resembles the following to the search field:

JoeAndreshak(live-contoso.com)@msn.com

This method allows for a quick resolution if Lync Online users are going to add only a few PIC contacts.

Alternative resolution by using DNS

The Lync Online administrator must add the correct Service (SRV) Federation records to the Domain Name System (DNS) host for the Lync Online environment. The domain owner for the external contact’s custom domain must also add an SRV record that resembles the following example:
_sipfederationtls._tcp.live-contoso.com
port = 5061
server hostname = federation.messenger.msn.com
Administrators can let Lync Online users add contacts without having to use the special format that was discussed in the "Microsoft Lync 2010" section. To do this, administrators must add an SRV Federation record that Lync Online users can access to add contacts to the Windows Live EASI domain.

MORE INFORMATION

PIC in Lync Online supports connectivity with Microsoft accounts (msn.com, live.com and outlook.com). However, when you add PIC contacts that use a Windows Live EASI domain such as live-contoso.com, Lync Online can't resolve the Instant Messaging (IM) Federation server based on the domain suffix. 

If you directly add a PIC contact by using the contact’s EASI ID (for example, you use JoeAndreshak.@live-contoso.com), a specific SRV record is required in the DNS for live-contoso.com. This SRV record is required because the Lync Online server uses the domain suffix in the user's EASI ID to determine how to route messages. In this example, the Lync Online server tries to use the live-contoso.com domain suffix.

For more info about how to troubleshoot Lync Online federated contacts, click the following article number to view the article in the Microsoft Knowledge Base
2392146 Lync Online users can't communicate with external contacts
Note This scenario also applies to contacts that are logging in to Skype by using their Microsoft accounts.

Still need help? Go to the Office 365 Community website.

Properties

Article ID: 2566829 - Last Review: June 26, 2014 - Revision: 26.0
Applies to
  • Microsoft Lync Online
  • Microsoft Lync 2013
  • Microsoft Lync 2010
Keywords: 
o365 o365a o365e o365p o365022013 o365m KB2566829

Give Feedback

 

Contact us for more help

Contact us for more help
Connect with Answer Desk for expert help.
Get more support from smallbusiness.support.microsoft.com