Help Windows Desktop

I have a problem with Skype Connect™...

The following table can help you to resolve problems with Skype Connect.

Before you begin, make sure there is not a problem with Skype at the moment. Do this by checking the Heartbeat blog to see how Skype's products and features are performing. If there is a problem, keep checking and we’ll let you know as soon as we fix it.

Important: Unfortunately, Skype cannot help with SIP-enabled PBX problems. If you’re experiencing issues with your PBX, contact your PBX manufacturer for more help.

Problem Resolution
Do you have Skype Credit allocated to your SIP Profile? Skype Credit allocated to a SIP Profile is used only to pay for calls to mobiles and landlines. If you have insufficient Skype Credit allocated, you cannot make calls. Check whether you have enough Skype Credit allocated by displaying the SIP Profile’s details in Skype Manager™ and looking at the Outgoing calls row.

If there’s not enough Skype Credit, recharge your SIP Profile in Skype Manager with more. We recommend you also enable Auto-recharge to avoid the accidental loss of calling.
Is the connection your SIP-enabled PBX uses to connect to the internet working? Check whether your internet connection is working by browsing to a web page. If not, keep checking as the problem may be temporary. If the situation persists, contact your internet service provider for more help.
Is your SIP-enabled PBX connected to Skype? Check whether your SIP-enabled PBX has completed the registration process and that you’re using the correct SIP Profile login credentials. If you are unsure how to check whether your SIP-enabled PBX has completed the registration process, refer to your PBX provider’s support or contact them for more help.

If you have checked the above and it is still not working, change the SIP Profile’s password in Skype Manager and enter the new details into your PBX. If you are unsure how to enter a new password into your PBX, contact your PBX provider or refer to their support.
Are people calling an Skype Number? The Skype Number may have expired, been cancelled or assigned elsewhere in Skype Manager. Check whether the Skype Number is still assigned to your SIP Profile and is still active by displaying the SIP Profile’s details in Skype Manager and looking at the Incoming calls row.

If it is not assigned to the profile, assign the Skype Number to your SIP Profile in Skype Manager, then test whether you can now receive calls using that Skype Number.

If it has been cancelled or has expired, extend or reactivate the Skype Number in Skype Manager, then test whether you can now receive calls using that Skype Number. Please note that once an Skype Number has expired, the number is reserved for you for another 90 days. If, after 90 days, you have not extended it, the Skype Number becomes available for anyone to purchase.
Is the business Skype account still assigned to your SIP Profile? The business Skype account may not have been assigned to your SIP Profile or was accidentally unassigned. Check whether the business Skype account is assigned to your SIP Profile by displaying the SIP Profile’s details in Skype Manager and looking at the Incoming calls row. If it is not assigned to the profile, assign the business Skype account to your SIP Profile, then test whether you can now receive calls using the business Skype account.
Do you have an intermittent internet connection? Check whether your internet connection is working properly by browsing to a web page and making a test call. If you cannot display the web page or make the call, keep checking as the problem may be temporary. If the situation persists, contact your internet service provider for more help.
Is the caller using a dial-up, satellite or ADSL broadband connection? One-way audio may be caused by low bandwidth. The caller needs to change to a connection with a higher bandwidth.
Do you use more than one communication supplier on your SIP-enabled PBX? If you do use more than one supplier, check whether you are experiencing problems using the other communication supplier’s services on the same PBX. If you do, contact your PBX manufacturer for more help.
Have you checked service quality at different times of the day? Run four tests at different times of the day to identify any patterns to your issue which may establish a cause. If there is a pattern, investigate and try to resolve the possible causes, for example, increased bandwidth usage may be due to systems coming online at certain times of the day and you may need to change your connection to one with a higher bandwidth.
Are you using the G.711 codec? See if your SIP-enabled PBX supports G.729 and configure your PBX accordingly. G.729 uses less bandwidth, has better error correction, and typically performs better in poor corporate network conditions.
Do you use a Quality of Service router? Buy a specialized SIP Quality of Service-based router so you can prioritize voice data on your network, then enable voice data prioritization in the configuration of your router. If you are unsure how to do this, please contact your router manufacturer for more help.
Do you use a firewall? Ensure that your firewall does not restrict the use of the following ports: UDP 5060, 8000-80xx (where “xx" is the number of channels you require multiplied by two).
Are you using RFC 2833 (out of band) DTMF? Ensure your SIP-enabled PBX is configured to use RFC 2833 DTMF as in-band DTMF is not supported. If you are unsure how to do this, please contact your PBX manufacturer for more help.
Are you using uncertified equipment? We recommend that you use a Skype Connect certified SIP-enabled PBX as we cannot ensure all your PBX's features will operate correctly in non-certified SIP-enabled PBXs when used with Skype Connect. Please contact your PBX manufacturer for more help.

If you have followed the advice above but still can't sign in to Skype, please contact Skype Customer Service.

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