New calls ring while on call
While in a call and another comes in on my DID number or to a call queue I belong to the call rings in my headset and the Teams popup shows the call. It should not ring in my ear - at the very least it should be a lessor intrusive tone. This is more like a call-waiting option that needs to be added. Call Waiting on/off (columns for DID and Queues). More than likely for a call queue you are not going to take another call while in a call. There is a slight possibility you would if it was s DID call.
Mike
shared this idea
21 comments
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Anonymous
commented
Crazy. Fine to move from lync to skype and from skype to Teams but why MS has to reinvnet the product evrytime. can't they just keep the good working features !
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Heather Swetz
commented
We have a Call Queue and find it very annoying when the agent is currently on a call and another call comes in and rings them. The way a Call Queue should work is to hold calls in a queue until an agent becomes available. Microsoft offered workaround of Do Not Disturb, but the caller still goes to the agent that is on Do Not Disturb (Without the agent knowing) because Teams does not have Presence-Based Routing either.
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Kaleb Wood
commented
We need this too. We are trying to move away from skype due to issues they won't fix but this is a deal breaker.
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Anonymous
commented
This is desparately needed. It is very distracting when on a call and also the same when in a conference call/meeting
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Kurt
commented
In skype there was the option to change the sound of second calls comming in. You could choose a different ringtone or select "none". That would change this problem and sounds super easy? It would be a client setting. And that way each user can decide. They see a second call comming in and can round up their current call. And don't get disturbed in the call with audio.
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vickiey
commented
Busy on Busy feature sends all calls to a Busy Signal, when it should send calls to VM.
Looking for a VM on Busy feature to be added!This is HUGE!
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Brian
commented
I had a 6 week old escalated ticket - was told this is working 'as designed'. I don't see how Microsoft doesn't see this as an issue.
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asim munir
commented
We manage to fix this by using "busy on busy" setting in call policies
https://docs.microsoft.com/en-us/microsoftteams/teams-calling-policy
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John
commented
This is potentially a problem for our switchboard team who have always historically been using simultaneous ring with our old PBX and we had assumed that attendant routing would work on teams. I can't see how attendant routing (simultaneous) can possibly work for call groups of any sort of volume. You basically can't have more than 1 person in the queue without it becoming incredibly disruptive
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Dylan
commented
No response from MS on this?
Anyone had any luck with workarounds? -
Bruce Perlmutter
commented
Calling group inbound call ringing should be muted - perhaps with an unobtrusive "Call Waiting" beep, when in an active call. The distraction affects customer service. Having the call appear on the screen is Ok, so I can see caller ID.
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Beth Holmes-Bozung
commented
Disruption = poorer service to the client we're already on the phone with and more stress for the person on the phone who can't focus. This is a problem.
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Brian
commented
Yes, being in a call center with several call queues and having JUST cutover yesterday, we are finding this to be extremely frustrating.
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MPE
commented
Surprised this isn't getting more attention, it's incredibly annoying
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Anonymous
commented
It's a pretty basic requirement this, when on a call new calls interrupt the existing call with the ringing tone. I would expect to be automatically on DND when in a call, perhaps with a discreet call waiting notification as I receive other inbound calls.
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Gautam Malik
commented
Any update on this?? Our customers are looking for this feature as this is a fundamental aspect of any AA/Call-Routing phone application.
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Anonymous
commented
Is there any update or solution to this please
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Silke
commented
I would like incoming call while I am already on a call or in a meeting to automatically go to voicemail and not ring. There needs to be more settings regarding this in order to suit all the individual needs. Again, Skype was way better in regards to calls and call settings.
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Toby Biggs
commented
Call comes in and cuts off the current call with ringing tone.
Make it so when you are on a call you are in DND so you do not get the call overridden.
I am also unable to accept some calls when the call is put into a call queue.
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Jon Webster
commented
Same, call comes in and I have to ask the person I'm speaking to hold on while I wait for the volumn in my active call to return to normal.