How to prevent Teams calls from going on hold when a Genesys Cloud call is answered by an agent?

To prevent Teams calls from going on hold when a Genesys Cloud call is answered by an agent, you may need to adjust the settings related to call handling in both Microsoft Teams and Genesys Cloud. Here are some suggestions:

1. Check Call Routing Settings: Ensure that the call routing settings in Genesys Cloud do not automatically put other calls on hold when a new call is answered. This may involve configuring how Genesys Cloud interacts with Teams.
2. Adjust Teams Settings: In Microsoft Teams, you can configure busy options to manage how incoming calls are handled when a user is already in a call. You can set this to allow new calls to come through without being put on hold.
3. Use Presence-Based Routing: If you are using presence-based routing in Teams, ensure that it is configured correctly so that agents can receive calls without being interrupted by other calls.
4. Training and Shadowing Setup: Consider how the training sessions are structured. If the training involves simultaneous calls, it may be beneficial to have a dedicated setup that allows the trainer to manage calls without affecting the Teams call.
5. Consult Documentation: Review the documentation for both Microsoft Teams and Genesys Cloud for any specific settings that may need to be adjusted to achieve the desired behavior.

These adjustments should help ensure that Teams calls do not automatically go on hold when a Genesys Cloud call is answered by an agent.

Dear Denis McGonigal,

Welcome to Microsoft Q&A. 

Based on your description, when an agent answers a Genesys Cloud call, the ongoing Microsoft Teams call and screen share are automatically placed on hold. This behavior is common when two apps compete for audio control.

1. Disable Call Control Integration for one app
   • In your headset software (e.g., Jabra Direct, Plantronics Hub, EPOS Connect), turn off call control for Genesys Cloud or Teams.
   • This prevents the headset from sending hold commands to the other app.
2. Use separate audio devices
   • Assign one headset or audio device to Teams and another to Genesys Cloud.
   • This avoids HID conflicts entirely.
3. Run Teams in a browser
   • Using Teams Web for screen sharing and shadowing reduces integration with headset call control.
4. Check Teams settings
   • There is no native toggle to disable auto-hold, but you can:
   • Enable Busy on Busy or set your status to Do Not Disturb to avoid Teams reacting to new calls.
   • Go to Settings > Devices and disable device call control if available.

You can also refer to similar discussion on this issue on Community.Genesys.com: Genesys ACD call put on hold when agent receives a TEAMS chat notification | Genesys Cloud - Main

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I hope this information helps point you in the right direction. If you run into any issues while trying the steps, or if something still doesn’t feel quite right, please don’t hesitate to reach out again. I’ll do my best to support you however I can.  

Looking forward to hearing back from you with any updates or additional details. 

Warm regards, 

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I haven't had the time to contact the user who works odd hours. This may