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Nithyanandham_S's avatar
Nithyanandham_S
Copper Contributor
Mar 02, 2025

IVR configuration in Microsoft teams - Configure Busy call message

Hi All,

Please share your thoughts.

I am currently working on Microsoft Teams IVR configuration for one of our customers.

In my setup, I have a main Auto Attendant that transfers calls to either an English-speaking or Arabic-speaking Auto Attendant. Based on the menu selections, calls are then routed to an operator. Additionally, both Auto Attendants are configured with a "Dial by Extension" feature, allowing users to reach specific extensions directly.

My question is regarding the busy message configuration. I have noticed that the Auto Attendant transfers a second call to a user's extension even when the user is already on an active call. Is there a configuration available to play a busy message, such as "The user is currently on another call. Please try again later"?

microsoft teams

2 Replies

  • Jemzwed's avatar
    Jemzwed
    Copper Contributor
    Sep 16, 2025

    I set up a call queue with voicemail enabled, then in the call overflow settings, I chose to send busy calls to that voicemail and recorded a custom message there.

  • RealTime_M365's avatar
    RealTime_M365
    MVP
    Apr 18, 2025

    Hi,

    I would recommend you to look into the Calling policy and configure the Busy on Busy configuration that would help to route the second call based on the users configuration to send the call to voicemail after 20-30seconds accordingly.

    With Regards,
    Satish 

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