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Teams busy on busy function

Christopher Bayley 20 Reputation points
2024-07-05T10:50:09.0966667+00:00

I'm looking to enable the busy on busy calling function in a policy and assign to a user. If I do does this function work for calls to the users DDI or calls that come through a call group. If it works for the latter what happens to the calls - do they go to voicemail or is this person not picked by the attendant routing process?

Microsoft Teams
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A Microsoft customizable chat-based workspace.
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  1. LiweiTian-MSFT 20,720 Reputation points Microsoft Vendor
    2024-07-08T01:37:15.5266667+00:00

    Hi @Christopher Bayley

    Busy on busy during calls (also called "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. New or incoming calls can be rejected with a busy signal or can be routed accordingly to the user's unanswered settings. Regardless of how their busy options are configured, users in a call or conference or those with a call on hold are not prevented from initiating new calls or conferences.

    You can choose an option for Busy on busy during calls:

    • Off No busy option is enabled and new or incoming calls can still go to the user while the user is already in a call.
    • On New or incoming calls will be rejected with a busy signal.
    • Use unanswered settings The user's unanswered settings will be used, such as routing to voicemail or forwarding to another user.
    • Let users decide Users can determine their busy options choice from call settings in the Teams app.

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  1. Mansoob e Zahra 235 Reputation points
    2024-07-06T08:47:48.2933333+00:00

    Enabling the "busy on busy" feature typically applies to calls made directly to the user's DDI (Direct Dial-In) number or extension. Here’s how it generally works:

    Direct Dial-In (DDI) Calls: If the user has enabled busy on busy and is already on a call (busy), any subsequent calls to their DDI or extension will receive a busy signal or be routed according to the configured options (such as to voicemail if configured).

    Calls through Call Groups or Attendant Routing:

    • Call Groups: If the user is part of a call group and busy on busy is enabled, the behavior can vary based on the specific configuration of your phone system or PBX (Private Branch Exchange).
      • Attendant Routing: If the user is part of an attendant routing process (such as being part of a queue where calls are distributed), typically, if the user's DDI or extension is busy, the call might be routed to the next available agent or follow the configured call handling rules (such as going to voicemail).

    To summarize:

    • Direct Calls: Busy on busy applies directly to calls made to the user's DDI or extension.
    • Call Groups: Depending on your system configuration, calls to a call group involving a user with busy on busy might follow specific rules—such as being routed to another available member or following voicemail settings.

    To ensure specific details for your setup, consulting your PBX or phone system documentation, or contacting your IT administrator or service provider, would be beneficial. This will clarify how busy on busy interacts with call groups and attendant routing in your specific environment.Enabling the "busy on busy" feature typically applies to calls made directly to the user's DDI (Direct Dial-In) number or extension. Here’s how it generally works:

    Direct Dial-In (DDI) Calls: If the user has enabled busy on busy and is already on a call (busy), any subsequent calls to their DDI or extension will receive a busy signal or be routed according to the configured options (such as to voicemail if configured).

    Calls through Call Groups or Attendant Routing:

    • Call Groups: If the user is part of a call group and busy on busy is enabled, the behavior can vary based on the specific configuration of your phone system or PBX (Private Branch Exchange).
      • Attendant Routing: If the user is part of an attendant routing process (such as being part of a queue where calls are distributed), typically, if the user's DDI or extension is busy, the call might be routed to the next available agent or follow the configured call handling rules (such as going to voicemail).

    To summarize:

    • Direct Calls: Busy on busy applies directly to calls made to the user's DDI or extension.
    • Call Groups: Depending on your system configuration, calls to a call group involving a user with busy on busy might follow specific rules—such as being routed to another available member or following voicemail settings.

    To ensure specific details for your setup, consulting your PBX or phone system documentation, or contacting your IT administrator or service provider, would be beneficial. This will clarify how busy on busy interacts with call groups and attendant routing in your specific environment.

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  2. Christopher Bayley 20 Reputation points
    2024-07-12T06:56:37.23+00:00

    This can be closed now. Setting busy-on-busy and call group to auto-attend meant it didn't present to users already on a call. Thanks

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