Hello Microsoft Team,

I’m currently using Microsoft Teams integrated with Dynamics 365 Customer Service to manage incoming calls. I’ve noticed a critical issue: when I’m on an active Teams call and receive a new incoming call via Dynamics 365, the Teams call continues without interruption.

I would like to suggest a feature that automatically ends or pauses the active Teams call when a user answers a new call in Dynamics 365. This would prevent overlapping audio, improve agent efficiency, and enhance the overall customer experience.

Ideally, this could be managed via Teams Phone policies, Graph API, or through deeper integration with the Dynamics 365 voice channel.

Thank you for considering this request. I believe it would be a valuable improvement for many organizations using both platforms in a contact center environment.

Best regards,

Luca Ussi