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MS Teams status and hosted PBX

Your "status" in MS Teams does not always determine how your hosted PBX calls will behave. The hosted PBX does not have the statuses "Ready", "Busy", "Away" and so on so we won't present them. These are MS Teams statuses. If one teams user dials another using speed dial or contacts (Teams to Teams), the Teams status will behave as expected. However, if a user dials the extension number of another user, then the hosted PBX is invoked and does not know what the users's MS Teams status currently is.

For example, if you have your MS Teams status set to "Busy", you might still get calls coming in to your devices. If your MS Teams status is set to DND, you'll see missed calls which go to voicemail after the timeout set in hosted PBX.

Use the MS Teams calling policies and do-not-disturb features to handle incoming calls while you are on another call as follows.

  1. To stop receiving calls while you are busy, set your Teams status to "Do-not-disturb".

  2. To stop missed calls appearing in Teams, enable the "busy on busy" calling policy in your MS Teams account Busy on busy. This must be set up by a user with Microsoft global admin permissions and can be set up at an account level or user level.

  3. While you are in a Teams meeting, set your Teams status to "Do not disturb" to avoid incoming calls interrupting your meeting.

Important

If you have more than one device, you can activate DND on all devices in the Smart PBX to stop calls coming through. See Setting up Do Not Disturb.

Enabling busy on busy calling policy

The "Busy on Busy" calling policy defines how incoming calls are handled when a user is already in a call, a conference, or has a call on hold. If busy on busy is enabled, then new or incoming calls can be alerted that you are busy and the call will be rejected.

A user with Microsoft global admin permissions can enable calling policies for the account or for certain users. Enabling "busy on busy" does not prevent a user from initiating new calls or conferences.

Note

"Busy on busy" is disabled by default, the global MS Teams administrator can enable this setting.

To enable busy on busy in your MS Teams calling policy:

  1. Go to your Office 365 admin center.
  2. Select the Teams Admin center.

  3. Go to Voice > Calling Policies.

  4. Choose all policies.

  5. Use the toggle to enable "Busy on busy is available when in a call".

  6. Click Save.

More information

For more information about global calling policies in Teams, see https://docs.microsoft.com/en-us/microsoftteams/teams-calling-policy.