Microsoft Teams – Busy here

I guess it’s more an issue for European Microsoft Teams users but we European loves our busy signalling ūüėČ

If you enable PSTN calling features in your Microsoft Teams environment, you will very fast recognize that there is no busy on busy for PSTN.

Arrives a second call while you are in a call with Microsoft Teams, there is actually no “Busy here”-signalling for the caller.


Skype for Business and Busy on Busy

In Microsoft Skype for Business On-Premises installations, it is possible to enable a Busy-On-Busy-Option since July 2016. But this feature didn’t make it since then to the SfB Online version. Therefore I suspect, it will not come to Microsoft Teams.


Microsoft Teams and a second inbound call

So, what are the options? To be honest, actually, there are no options for this case. In the uservoice community exists a request for busy options. With 42 votes (last reviewed on 25.02.2019) it is very unnoticed and has no chance to be heard by the Microsoft product group.

For Skype for Business On-Premises installations there were severall 3rd party solutions. Some were desinged as server addon, some as client extension. But at the moment I can’t find any suitable solution dedicated for Microsoft Teams.


User experience during an active call

So, what is the user experience during an active call? When a second call comes in, it’s signaled by toast on your desktop. Per default there is also an accoustic signaling in form of a ringing. Theses default behaviour you can modify and customize the ringtone for a second call:

In the toast you have the chance to accept or decline the call. If you accept the call, the active call will held and the second call becomes the active call. When you decline the call, it will be forwarded to your unanswered call destination.


Callee is busy – outbound PSTN call from Teams

Even during an outbound call to the PSTN in a Direct Routing setup the behaviour of Microsoft Teams for a busy call is not so user friendly. Is the callee in a call and sends a “486 – Busy here” out to your SIP Provider, Teams terminates the call with an unclear message in Teams:

After analyzing the SIP trace of the media gateway it is clear that the destination was busy and our SBC received a “486 – Busy here”. Also, the Busy signal is transmitted to Microsoft’s SBC. But for some reason, there is no hint to the end user like “User is busy”.


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