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Teams Busy on Busy only work in private calls

Peter van der Vlies 0 Reputation points
2025-12-04T10:51:04.4766667+00:00

Our organization is using Teams in a mixed mode together with Cisco call manager.
The majority of users have a calling lisenze and are able to use Teams for PSTN and private calls.
PSTN calls are handled with direct routing.
We also have users who have the default calling policy and are able to use Teams for private calls in the organization, but will use the Cisco call app in Teams and use Cisco Webex as they are contact center users on Cisco Finesse.
For these contact center users the presence between Cisco and Teams is set according to the deployment guides.
When a employee is in a meeting/DND or in a call we see the presence on Webex(Cisco) and Teams changing.

The problem we see right now is when we are busy on Cisco and the status in Teams is changed.
We still can receive private calls in Teams. This is affecting the actual call in Cisco.

Working:
When you are in a private Teams call (Teams to Teams) then you will not receive a new call in Teams and the busy status seems to work correct.
Not working:
When I make a call from Teams to a PSTN(mobile) and are busy in Teams, I still can receive a private Teams call and this is interfearing my call.
When I have a contact center call and the status in Teams is changed to busy, I still can receive a private Teams call and this is interfearing my call.

Case:
Last week all seemed to work fine, but on Friday last week we implemented Cloud connect UC to get more data from the call manager into the Webex control hub, but also the get more detailed information about call history in the Cisco call app inside Teams.
This all seems to work fine, but the busy on busy in Teams seems to be affected?
I don't see why and hope this is not related to the cloud connected UC as we are not the only customers.

Who has any idea??????

Microsoft Teams | Microsoft Teams for business | Meetings and calls | Other
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  1. Allison-H 4,505 Reputation points Microsoft External Staff Moderator
    2025-12-04T11:44:02.2766667+00:00

    Hi Peter van der Vlies

    Welcome to Microsoft Q&A forum 

    Thank you for the detailed description of the issue. 

    This is a fairly complex scenario that involves the interaction between Microsoft Teams Phone (Direct Routing), Cisco presence synchronization, and Cloud Connected UC. The “Busy on Busy” behaviour that suddenly stopped working after enabling Cloud Connected UC last Friday usually requires a deeper investigation with SIP traces, Teams call flow logs, and checking the exact presence mapping that Cloud Connected UC is sending to Microsoft. 

    Because of the technical depth and the need to look into backend telemetry that we unfortunately cannot access from the moderator/community side (we have limited permissions and tools), we kindly recommend opening an official support ticket so that a specialized engineer can perform the deep-dive analysis for you. 

    Open a Microsoft support ticket: 

    -Go to the Microsoft 365 admin center 

    -In the bottom-right corner, click Help & support. 

    -Type your question or keywords (e.g., “Busy on Busy not working after enabling Cisco Cloud Connected UC Direct Routing”) and press Enter. 

    -Scroll down and choose Contact support. 

    -Describe the issue in detail, confirm your contact info, choose how you want to be contacted and click Contact me. 

    Note:

    -If you’re an end-user, please coordinate with your Office 365 Global Administrator to handle these steps.   

    -If you’re unsure who the Global Admin is within your organization, you can find guidance on locating them here: How do I find my Microsoft 365 admin? - Microsoft Support.    

    Apologies for redirecting you to the related development team support as the moderators in this community have limited resources to check the backend information, and to get the fast and better assistance we requested for it. Appreciate your patience and understanding 

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".   

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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