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.
Thank you for your feedback, the team has this request under review. We will share an update as soon as one is available.
In the meantime, you may want to try using the “Do No Disturb” status if you are in a call or meeting, and do not want to get call notifications (rings and toasts). For more information on the various status settings in Teams and how they effect your notifications, including call notifications, please visit https://support.microsoft.com/en-us/office/change-your-status-in-teams-ce36ed14-6bc9-4775-a33e-6629ba4ff78e.
Eric Byers commented
I'll add my voice to this conversation. We just migrated to Teams as our phone platform. Having a call come in over the top of another call, or worse, come in on top of an in progress meeting, shouldn't be a thing. I'm shocked that it has not been addressed. There should be an option for voicemail to be the default when busy or DND (red dot or dot with - in it specifically) for calls to go to voicemail. I had a call come in the other day in a sales meeting that automatically put me on pause with the meeting! This is unacceptable. If you are going to start replacing our normal phone systems, which you are, then something like this must be addressed.
Run this in PowerShell:
Set-CsTeamsCallingPolicy -Identity <PolicyName> -BusyOnBusyEnabledType Enabled or Unanswered.
Setting this parameter 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. Valid options are: Enabled, Unanswered, Disabled. When set to Enabled, new or incoming calls will be rejected with a busy signal. When set to Unanswered, the user's unanswered settings will take effect, such as routing to voicemail or forwarding to another user. Note: UserOverride option value is not available for use currently, if set it will be read as setting value to Disabled.
Can some consideration also be given here to how this works with users in MULTIPLE call queues? If for example a user is attached to 2 call queues and each queue has 1 call waiting - the user gets offered BOTH calls (1 from each queue) simultaneously which is completely impractical to manage. There is no solution to this and MS support have said it's expected behaviour currently. Please look to add options around users only being offered 1 single call at a time regardless of how many call queues they are attached to.
Just want to raise awareness that this may be resolved for most use-cases.
Configuring a calling policy (through PowerShell), you can now tell Busy on Busy to default to your 'unanswered' settings when in a call.
Hope it helps someone
These options are no good if you are using teams and you operate the switchboard. It is ridiculous that the new incoming call alert is louder than the caller. The incoming call alert should be in the background with the caller in the foreground but this is not the case. None of the sound options are any good either - why isn't there a simple low volume light sounding bip rather than all the super loud intrusive sounds on there? Who thought these were a good idea - does anyone actually work with this telephony before putting into practice? And don't even get me started on the away/available status - if you are in a call group this determines whether you are included in the calls when they come through. I have to run a meeting in the background all day just to make sure I can actually do my job.
Please get this fixed asap Microsoft
Ok, like so many others, this needs to be fixed! I don't have a job that allows me to post a "do not disturb" when I get a call. I'm front line contact! None of your "status" settings apply to what I do. I need the phone to shut up when I'm on a call and default to my voicemail... You know... like a phone.
This functionality is in the system busy on busy in call policies. You won’t get a call delivered to you when screen sharing as it changes status auto to DND
I'm going to add my complaining to this too. How hard is it to just change a ring to a beep when on a current call. Doesn't even seem like a colossal engineering effort.
Over 1300 votes and no update from Microsoft in over 6 months. I'm not sure that users actually have a voice here.
Any updates on this would be greatly received. currently our business is getting bombarded with ringing in their ear with legitimate secondary calls coming in. DND just does not cut it for us.
Nagur Sheik commented
Is there any update on this issue? We recently switched to Teams from our existing telephone system and facing many functional issues. This issue is really disturbing our users.
This is critical. We have just rolled out Microsoft Phone System and we (IT) are getting absolutely roasted for this. This is really basic phone system stuff Microsoft, and it’s simply unacceptable. This issue clearly needs to be resolved as can be seen by the votes and comments. We demand an update on this issue!
I suggest everyone take 1 minute to share this on Twitter using the button above and tag @microsoft and @microsoftteams to demand an update. Clearly having user submitted feedback buried on this website is pointless, it’s time for us to call them out on a platform where they care about perception and image. Let’s go people!
Ray Bishop commented
Is there an update on this?
Mike Zimmerman commented
We just switched to this and am shocked that this is still an issue, as big as Microsoft teams is there is no reason for this not to be solved yet. Please give an update as to when this issue will be resolved.
I agree with the question. It’s ridiculous that someone calls me when they can clearly see I am in a call and more ridiculous that it rings through while I am screen sharing while in a call. A mild alert is fine but not the full-on interference. Busy is busy. I suggest that texts be allowed while in a call but not another call.
JUSTIN MCKAY commented
Five months. Lots of feedback. No update? Still under review? I just got out of a meeting and the phone rang while in the meeting. Had to hit the 'decline' button to silence. Sometimes it rings while on a call. Crazy. Stupid. Why isn't this a setting ("forward to voicemail while in call or in meeting")? Seems like common-freaking-sense. It's so frustrating when mega-giants like Microsoft fail at the basics and seemingly ignore their userbase.
Brad Fosektt commented
We are not looking for a "Do not Disturb" status, as this is not how multi-line phones have worked for the last 30+ years. The user should still be shown the call, however the notification is much less obtrusive than a normal call would be, and can not be heard though the headset/handset.
Manually changing to DND every time I am on a call is not a viable solution. Calls should not ring through if I'm already on the phone or in a meeting. This is basic functionality that needs to be addressed immediately.