The new 'Busy-on-Busy' feature in Teams!

Now with the new Busy-on-busy feature, you can manage your availability in Microsoft Teams more efficiently.

Have you ever had your Teams Call interrupted by other calls? And, when you were in a deep discussion.  Annoying right?

Now with the new Busy-on-busy feature, you can manage your availability in Microsoft Teams more efficiently. This new call setting will actually manage how incoming calls are routed when you are busy in an existing call or meeting. Here is an overview of how it works!

Some Background ...

Now, Admins can set Busy-on-busy to User Controlled. This gives you control to determine your busy options from Call Settings in your Teams App.

Setting up Busy-on-Busy

The Busy-on-Busy call setting will be set to Disabled by default, so you will have to turn it on yourself. The Steps to do so are:

Step 1: Open Microsoft Teams and click on the ... or the Settings and more (in the top right corner of the screen.)

Step 2: Click on "Settings" from the drop-down menu. The Settings window will pop-up.

Step 3: In the Settings menu, select "Calls" at the bottom of the list of options on the left-hand side of the screen.

Step 4: You will now be able to choose between three options on how incoming calls are handled when you are busy speaking to someone. You can choose between:​​​​​​​

  • Let new calls ring me
  • Play a busy signal
  • Redirect as if call is unanswered

Common Questions
Here are some common questions you may have on your mind while setting up Busy-on-busy:

Q: I set up my Busy-on-busy, but it's not working. What should I do?
If you had just made changes to Busy-on-busy, it might take a few hours to take effect.

Q: I have set up my Busy-on-busy. Will I be able to put a call on hold and start another call?
The Busy-on-busy feature does not prevent users from starting a new call if they’re already in a call. For example, if you need further support for your client, you can put your current call on hold and call another teammate. And Busy-on-busy will stay enabled throughout.

Q: Will I be made aware of the calls I have missed?
Yes. The caller will get a busy tone or will get redirected. On the other hand, the call recipient will only get a ‘Missed call’ notification. So, there’s no pressure on the callee to quickly end the call to accept a new one.

Q: I have set my status as busy (on my calendar) but am not on another call. Will Busy-on-busy be enabled for this instance?
Busy-on-busy is designed to get activated when a user is on an actual call. As quoted 'Busy-on -busy (Busy Options) lets you configure how incoming calls are handled when a user is already in a call or conference or has a call placed on hold'. It will not get enabled if you have set your profile to busy or do not disturb.

Q: I am on an important call, and I have my Busy-on-busy set to still ring me. I do not want to be interrupted; can I somehow mute incoming calls on a one-off basis?
Yes, you can! Go to your profile in Teams (top-right corner) and set your status to Do not disturb. Now all your incoming calls will be muted. This also happens by default whenever you start presenting.

And that's it! Now you know everything to successfully enable the "Busy on Busy" setting in Microsoft Teams. Hope you try this feature, to better manage your availability and prioritize your meetings and calls.

About the Author 

Radhika Ghose is an Adoption & Change Management Practitioner at AMTRA Solutions. She is an experienced professional with a successful track record in driving business transformation projects. Radhika has a strong background in Project and Change Management and has worked on multiple change interventions for clients including large government organizations, manufacturers, retailers and service companies.   

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