Skype for Business, Missing or duplicate contacts

I have problems with missing contacts, duplicate contacts, or contacts with an incorrect name.


  • I can't seem to find contacts that I know are out there by typing their name
  • When I add a contact it still lists them as unknown
  • I have more than one result when I try to add a new contact
  • When I add a contact, it changes to someone else's name

It is possible Outlook or Outlook Web Access Contacts list is syncing incorrect information:

Verify that your Outlook contacts have as the email address and/or IM address.If all the information is a duplicate of what is in the Global Address List (GAL), it is safe to remove your Outlook Contact for that person.

Multiple results:

Multiple results will occur if someone is in both your Outlook Contacts (or Outlook Suggested Contacts) and in the Global Address List (GAL). For best results to add a person to your Skype for Business contact list, select the result with a Presence indicator and/or [Last Name, First Name] format. If you wish to remove the Suggested Contacts results, right-click on the incorrect result and select Open Outlook Contact Card. Then delete the incorrect Suggested Contact card.

Incorrect name in contacts, or name switches to someone else, or phone call appears to ring to someone else:

This is caused by several customers reporting the same phone number in Banner/My UI Info (formerly Nessie) or retirees and people who have left the University still have a phone number listed in Banner/My UI Info.

We are working on changing how Skype for Business consumes this data to populate its Address Book. Dial the phone number for the individual you are trying to reach, no matter what the name displayed says, and you will reach the number you dialed. To find the correct person, please attempt to use If the contact is part of University Administration (UA) the login name will be If you experience problems, please make sure to check Outlook or OWA Contacts to ensure their IM Address field is

Keywords:Lync contact duplicate multiple presence unknown, skype for business   Doc ID:34134
Owner:Lync M.Group:University of Illinois Technology Services
Created:2013-10-04 13:27 CDTUpdated:2022-04-11 11:22 CDT
Sites:University of Illinois Technology Services
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