Busy-on-busy end user setting

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Overview

New admin setting allows end users to manage how incoming calls are routed when they are busy in a call or meeting directly from Calls settings in the Teams app. Users can choose to allow calls to come through, play a busy signal, or redirect the call.

Prior to this update, there was no end user setting and only admins could set the experience through calling policies. Admins could set the experience to be disabled (ringing call during active call if another call received), unanswered (as per user's unanswered configuration - voicemail, forward to user) and enabled (if busy, another call will hang-up with busy tone).

This new feature allows users to control the experience when receiving calls while they are busy on another call. Please check the limitations section below.

User Settings

Users will be able to choose what happens when they receive a call while they are busy in an ongoing, or on hold, call or meeting. User settings will only be displayed if the admin selects User controlled for Busy on busy when in a call calling policy

This setting can be found by opening Settings -> Calls -> When you're in a call and receive another call. Users can choose one of the below options for the setting:

  • Let new calls ring me
  • Play a busy signal
  • Redirect as if call is unanswered: this setting respects the chosen setting for If unanswered option

Note: The selected option will only be applicable when Forward my calls is off and Also ring setting is set to No one else.


Impact to administrators

In Teams admin center, the Busy on busy when in a call setting is disabled by default. Admins must change this option to User controlled for users to be exposed to the user settings in call settings.



Limitations

This feature is currently not available for mobile - calls received during other calls on mobile will not follow the end user setting and the user setting is not visible on mobile. This is expected to be implemented in the future.

Timeline

General availability: Microsoft will begin rolling out end of February and expect to complete by early-March.

Please view this article on my LinkedIn page:

Busy on Busy End user article on LinkedIn

Location: London, UK

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