Microsoft Teams - Concurrent call handling options


Note: These settings can be adjusted on an individual basis. If you would like to change these settings, please contact the IT Service Desk for assistance.

Microsoft Teams has a number of options for how concurrent calls are handled. A concurrent call scenario occurs when you are already in an existing call and another call comes in. The following are the different modes available.

Mode Description
Call Waiting (Default) In this mode if you're already in a call, the second call will ring or alert normally. Similar to the Telstra call waiting behaviour on traditional land lines.

You can choose to either answer the second call, which will put the first one on hold, decline the second call or simply let it ring out.
Busy on Busy In this mode if you're already in a call, the second call will be declined with a busy signal, bypassing voicemail.

If the second caller is a teams user the call will immediately end with message: "The person you're trying to reach is busy on another call. Try again later."
Busy on Busy Unanswered

In this mode if you're already in a call, the second call will immediately follow the unanswered behaviour configured in Teams.

To access the unanswered behaviour controls within Teams:

  1. Click on the 3 dots at the top right of the client and then select "Settings".
  2. Click on the "Calls" tab on the left, and on the right pane the "If unanswered" section is what will be used.

The "If unanswered" section allows options like doing nothing, forwarding to another user or a group of users.