Voicemail on busy
When someone calls me, either internally or externally, and I'm on another call, the default behavior should send the call to voicemail after popping a notification and perhaps a subtle ring. This business of ringing more than once when I'm on a call is not helpful.
Admins can now set Busy Options to the value “unanswered.” When this option is chosen by the Teams Admin, calls will be routed according to users unanswered call choices in the Teams Settings | Calls menu. A user can opt to have incoming callers to leavethem a voicemail when they are already on a call.
For more on the Admin settings for this feature, please visit https://docs.microsoft.com/microsoftteams/teams-calling-policy#busy-on-busy-is-available-while-in-a-call.
For more on user settings, please visit https://support.microsoft.com/office/manage-your-call-settings-in-teams-456cb611-3477-496f-b31a-6ab752a7595f.
254 commentsComments are closed
mark I commented
without this feature we will have to look elsewhere for a proper phone system
The lack of Voicemail on Busy is causing a lot of frustration to our business and undermining Teams as a robust professional calling solution.
PLEASE make this very obvious functionality (which should come as standard) a priority
This is a basic function of all phone systems "still considering" isn't really an acceptable answer. It should have been in the first release.
mark I commented
in today's world not having a voicemail on busy option is unacceptable.
Mark Knights commented
OK, we have to have this as an option. In the meantime, what happens with Busy on Busy if the user is a member of a call queue? Does the call get routed to another user in the queue group or does it just register a busy tone to the caller because one of the members are busy and have busy on busy applied?
James Clinton commented
It's great to see this feature is under review, do you have a timeline on how long something remains under review before it goes into dev then testing then implementation in order that we can begin to plan our migration to Teams, should this feature be implemented
This case is requesting the same feature to be implemented: https://microsoftteams.uservoice.com/forums/555103-public/suggestions/36758488-new-calls-ring-while-on-call
Please prioritize this. Busy on Busy will not resolve this for us as we can't have incoming calls being sent to a busy tone and rejected. We need them to be sent to VM so we have a chance to follow up.
I suspect a few people are getting here from the 'Busy on Busy' uservoice which had a lot of votes for BOTH BoB and VMoB but has been closed because it was half implemented and people are now sent to this one.
Don't assume 32 votes is low because no one wants this; it's low because someone decided to discount the last years worth of votes in the main thread...
I don't get it... how is this not done already?
James Clinton commented
There is no way as a business we can move fully to Teams from on prem Skype for Business without a voicemail on busy option
Heather Swetz commented
We have Call Queues. Since Presence-Based routing does not work, calls do not hold in the queue and still flow to agents when on a call. Microsoft told us to turn on Busy on Busy. That works for the call queue, but it does not work for a regular user because callers hear busy signal for a regular user when they are on a call. There should be an option for voicemail when busy.
This is a vital feature for our full adoption of Teams over Skype. Please look into this, it would be greatly appreciated!
Patrick Teas commented
Our support team members are all in our very busy support queue and new calls ring in their ear while they're already on the phone. The Busy on Busy option is too extreme because it prevents any other calls from getting to their voicemail either by auto-attendant, direct dial, or transfer from another user. The original suggestion of a popup and a subtle ring when already on a call sounds fantastic. It would need to do this from a queue call or a direct/transfered call, with queue calls following their path when unanswered, and direct/transfered calls going to voicemail when unanswered. We're stuck on RingCentral for this functionality until it comes to Teams.
stevie frisbie commented
Our sales team is begging for this feature. They are in a call queue which is ringing all day. If one of them is in a call and the call queue gets a call they get blasted with ringing that overpowers who they are talking to. Busy on Busy seems to be just a temporary and faulty alternative to this problem. People should be able to leave voicemails instead of nothing.