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8x8 Voice for Teams: Handling Additional Inbound Calls using Busy on Busy

Updated: 02/27/2026

Overview

This article addresses the specific scenario in which PSTN calls are received by 8x8 Voice for Teams users when they are already on a call, and provides a solution to prevent unwanted interruptions from other inbound calls.
Important:
  • Admins, Only: The instructions outlined here must be performed by a Microsoft administrator in the Microsoft Teams Admin Center.
  • It’s recommended that you first test your new settings on selected individual Voice for Teams users before implementing en masse.

Applies To

  • 8x8 Voice for Microsoft Teams
  • Inbound PSTN Call Handling
  • Busy on Busy

Procedure

The instructions below are borrowed directly from Microsoft’s Routing inbound calls article, which you can read for more information on this topic.

Configure Busy on Busy

Busy on busy during calls (also called "busy options") lets you configure how incoming calls are handled when a user is already in a call or conference, or has a call placed on hold.
New or incoming calls can be rejected with a busy signal or can be routed accordingly to the user's unanswered settings. Regardless of how their busy options are configured, users in a call or conference or those with a call on hold are not prevented from initiating new calls or conferences.
Note: This setting is set to Off by default. It also does not apply to incoming group calls or meeting join requests.
  1. In the left navigation of the Microsoft Teams admin center, select Voice > Calling policies.
  2. Select the policy you would like to update, or select Add to create a new policy.
  3. Choose a Busy on busy option to determine the action taken on additional calls:
    • Off: No busy option is enabled and new or incoming calls can still go to the user while the user is already in a call.
    • On: New or incoming calls will be rejected with a busy signal.
    • Use unanswered settings: The user's unanswered settings in Microsoft Teams will be used, such as routing to voicemail or forwarding to another user.
    • Let users decide: Users can determine their busy options choice from call settings in the Teams app.
  4. Select Save.
  5. Affected Voice for Teams users should log out of and back into Teams to enable this change.