The Busy on Busy feature in Microsoft Teams helps prevent users from receiving multiple simultaneous calls across integrated calling platforms, such as Cirrus Halo and Microsoft Teams.

When enabled:

• If an agent is already on a call in Cirrus Halo, they will not be offered an incoming call in Microsoft Teams.
• Likewise, if an agent is already on a call in Microsoft Teams, they will not be offered a new call in Cirrus Halo.

This ensures that agent availability and busy status are synchronised across both platforms, reducing call conflicts. 

Steps to Enable Busy on Busy in Microsoft Teams

1. Sign in to the Microsoft Teams Admin Centre using an administrator account.
2. From the left-hand navigation menu, select:

Voice → Calling policies
(or navigate to Calling settings, depending on your Teams Admin Centre layout).

3. Locate the Busy on Busy setting.
4. Change the setting to Enabled.
5. Save the changes.

Once enabled, Busy on Busy will:

• Block additional incoming calls when a user is already engaged in a call.
• Prevent overlap between Cirrus Halo and Microsoft Teams call delivery.
• Keep agent statuses aligned across both systems.

This is especially useful in contact centre environments where agents use both platforms and need consistent call routing behaviour.