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Microsoft Teams: How to Configure ‘Busy on Busy’ Settings

You are on an important client call in Microsoft Teams. Suddenly, your headset beeps. A second call is coming in. You are distracted, the client hears the ping, and you have to scramble to reject it.

This happens because, by default, Teams allows multiple concurrent calls. But you can change this behavior using “Busy on Busy” (now often called “Busy Options”).

What is “Busy on Busy”?

“Busy on Busy” is a telephony setting that determines what happens when a second call arrives while you are already on a phone call or in a meeting.

You have three main options:
1. Ring (Default): The second call rings through to your client. You see a toast notification.
2. Unanswered: The second call is treated as if you didn’t pick up (usually sending them to Voicemail or your “Forward to” settings).
3. Busy Signal: The caller hears a fast busy tone and the call disconnects (rarely used nowadays).

How to Configure It (For Users)

If your Administrator has enabled the policy, you can change this setting yourself.

  1. Open Microsoft Teams.
  2. Click the three dots (…) next to your profile picture and select Settings.
  3. Go to the Calls tab.
  4. Look for a section called “When you are in a call and receive another call”.
  5. Select “Redirect to voicemail” (or your preferred option).

Note: If you don’t see this setting, your IT Admin has locked it at the global policy level.

How to Configure It (For Admins)

If you are the IT Manager, you might want to enforce this for your entire Support Team so they aren’t distracted.

  1. Go to the Teams Admin Center (admin.teams.microsoft.com).
  2. Navigate to Voice -> Calling policies.
  3. Select the policy you want to edit (e.g., Global (Org-wide default)).
  4. Scroll down to the “Busy on busy when in a call” setting.
  5. Change it to “Enabled” (or “Unanswered”).
  6. Click Save.

When SHOULD you use it?

Enable Busy on Busy for:
* Call Center Agents: They should focus on one customer at a time. The next caller should go to the next available agent (via a Call Queue), not beep in their ear.
* Executives: Who need zero interruptions during board meetings.

Disable it for:
* Receptionists: They often need to put one person on hold to answer a second urgent line.

By mastering this simple toggle, you can significantly reduce “notification fatigue” and improve the professionalism of your calls.