Skip to Content
Communication Square LLC Help Center

Skype for Business Online User unable to make calls

Retired product. Microsoft retired Skype for Business Online on July 31, 2021, and support for Skype for Business Server 2015 and 2019 ended on October 14, 2025. Microsoft Teams replaces them. This article is kept for reference. Skype for Business Online retirement
Written July 2020. Microsoft changes these admin screens often, so the screenshots below may not match what you see today. The sequence of steps is usually still correct — if something looks wrong, tell us and we'll update it.

User unable to make calls Skype for Business

Login to portal.office.com

-Check if user is not blocked by admin.

-Check if specific user has assigned licenses.

-Check DNS is working correctly.

-If you will see this screen, DNS is not working correctly.

Then Update the DNS

-Change user domains                                                                                                                        

-Change SIP address

-Check if user has not used all his resources

-New window will pop-up.  Check PSTN Usage

-If minute pool is exceeding either International Pool or Domestic Pool, Then the service will be SUSPENDED

-Select user and Edit product licenses.

-Turn communication credit on and save.

-Go to Subscriptions

-Click on Communication Credit

-Add funds

-To resume the PSTN calling functionality in case of exceeding either International Pool or Domestic Pool, Communications credits needs to be enabled and recharged.

Last updated on

Related articles