How Cancer Council Queensland improved softphone call handling and reduced interruptions
Industry:
Public health
Team size:
250+ users
Rollout approach:
Deployed alongside Teams adoption
Platform:
Microsoft Teams
Fewer missed calls.
A dedicated Teams ringer solved low PC speaker volume and made inbound calls obvious.
Less interruption.
Presence became visible in the office, especially valuable for Helpline work.
Stronger Teams behaviour.
Faster call handling and clearer availability improved the daily softphone experience.
“The speakers were too quiet for call alerts. We needed a Teams ringer to ensure staff wouldn’t miss calls.”
01 – The situation
Teams rolled out. Call alerting needed to work in the real office.
Cancer Council Queensland rolled out Microsoft Teams across the organization and quickly hit a practical barrier to a smooth softphone experience. PC speakers were too quiet for reliable call alerts. In an open-plan environment, staff move around. When a call comes in, it must be obvious and actionable. Otherwise calls get missed and colleagues get interrupted trying to track down the right person.
02 – The problem
The friction wasn’t Teams. It was what happened around Teams.
Calls were easy to miss, and availability was unclear. That creates stress, extra follow-ups, and unnecessary interruptions. In a busy Helpline environment, those frictions directly affect service and flow.
Missed calls became a daily risk
Low PC speaker volume meant Teams call alerts weren’t dependable. If the call wasn’t noticed instantly, it was often missed.
Availability was hard to read
In an open office where people move around, it wasn’t always clear who was on a call or who was the right person to approach. That led to mistimed walk-ups and extra interruptions.
03 – The solution
One device that makes calls obvious and presence visible. No extra complexity.
Dedicated ringer for Teams
Busylight added a clear call alert with multiple ringtones, completely independent of PC speaker volume and system settings.
Visual Presence Indicator
Presence became visible in the physical workspace, so colleagues could see who was on a call or available without interrupting.
Chosen over external speakers
They could have bought louder speakers. They chose Busylight because it added presence visibility and call flashing, not just sound.
kuando® Busylight
| Connection | USB |
| Platform | Microsoft Teams, Zoom, Cisco +40 |
| Setup time | Under 2 minutes |
| Deployment ready | Mass deployment via MSI |
“It’s great to have clearly visible presence.
We interrupt each other less when on a call, and it’s become easier to approach the right person at the right time.”
04 – Rollout
How it was deployed
Bundled with Teams. Adopted fast. Reinforced better etiquette.
01
Implemented with Teams deployment
Busylight was rolled out alongside Microsoft Teams adoption as part of the standard softphone setup.
02
Immediate value drove quick adoption
Staff could hear and see calls better right away, and presence became easier to read without training overhead.
03
Supported better in-office behaviour
Visible presence reduced mistimed walk-ups. For Helpline work, fewer interruptions meant better continuity and focus during calls.
05 – RESULTS
What changed across 250+ desks
Fewer missed calls
Clear call alerts reduced the risk of missed inbound calls, solving the “quiet speakers” problem.
Interruptions reduced
Presence visibility helped colleagues time questions better and interrupt less during calls.
Smoother call handling in real office conditions
Incoming-call flashing helped staff identify which Teams client was ringing when multiple users were nearby, or people were moving around.
If Teams is your softphone, reliable call alerting is non-negotiable.
Busylight fixes the “quiet speakers” problem, and the presence visibility bonus reduces interruptions at the same time. It’s a simple upgrade that improves both call handling and office etiquette.
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Busylight.com is the sales and marketing department for Plenom A/S, the creator of Kuando Busylight.
Our mission is to increase awareness of Kuando Busylight products, ensuring workplaces worldwide understand the significance and value of implementing our products in the office environment.
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