Discover how to configure Microsoft Teams policies to manage incoming calls during active sessions. Learn why calling policies are essential for busy-on-busy settings.
Question
You have a Microsoft Teams Phone deployment.
You need to configure a policy to allow a user to specify how incoming calls are handled when the user is already on a call.
What type of policy should you configure?
Select only one answer.
A. a call hold policy
B. a calling policy
C. a voice routing policy
D. a voicemail policy
Answer
To configure how incoming calls are handled when a user is already on a call, you should configure a calling policy in Microsoft Teams.
B. a calling policy
Explanation
To configure Busy on Busy settings, you must configure a calling policy. The other options listed do not permit busy on busy configurations.
Calling policies in Teams govern user-specific calling features, including rules for handling simultaneous calls. The critical setting here is “Busy on busy during calls,” which determines whether incoming calls are rejected with a busy signal, sent to voicemail, or forwarded based on user preferences.
Calling Policy (Option B)
- Controls inbound call routing behavior during active calls.
- Admins can set “Busy on busy” to On (reject calls), Off (allow new calls), Use unanswered settings (route to voicemail/forward), or Let users decide (user-defined via Teams settings).
- Configured via Teams admin center > Voice > Calling policies.
Why Other Options Are Incorrect
- Call Hold Policy (A): Not a standard Teams policy type.
- Voice Routing Policy (C): Manages PSTN routing paths, not user call-handling rules.
- Voicemail Policy (D): Governs voicemail greetings, transcription, and retention—not real-time call handling.
For user-controlled customization, ensure the calling policy allows “Let users decide,” enabling individuals to configure their preferences under Settings > Calls > Call handling and forwarding.
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