Divert on Busy - Microsoft Teams

Question

A group of my colleagues are frustrated that when they are on a call (and so their status is set to busy) subsequent calls still come through. They want to change the behaviour so that when a call comes in while their status is set to Busy the call will automatically divert to the hunt group of which they are all members. I can't see any way of doing this, but was wondering if there's any way that I can bodge it to reproduce this behaviour.

They also want to be able to manually transfer calls to the hunt group, but when I try to test this (I call my Teams number from my mobile, then attempt to divert the call in Teams) hunt groups do not show in the search list, only individual users. Is it possible to transfer to a group?

Many thanks

Fred

Answer 1

anonymous userFulford-1906,

This feature is by design. Microsoft offers no solutions to change the settings now.

About the hunt group, Call Queues is a basic hunt group where you can set a group of agents. For more details, you can read this article: https://learn.microsoft.com/en-us/MicrosoftTeams/create-a-phone-system-call-queue. But it seems do not meet your requirements.

I have created a feedback about this feature by this link: https://microsoftteams.uservoice.com/forums/555103-public/suggestions/41717062-divert-on-busy-microsoft-teams. You could vote for it.

Microsoft will always focus on customer’s feedback and experience. Some new features would be added to the services based on customers' feedback in the future, and your good ideas will be very helpful for them to improve the service.

Your time, understanding and cooperation will be highly appreciated.

---

If the response is helpful, please click "Accept Answer" and upvote it.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.