Microsoft Teams
Direct Routing vs Operator Connect
Two ways to connect Teams Phone to external calling.
Start with the essentials
IN SIMPLE TERMS
Operator Connect uses participating operators. Direct Routing connects Teams Phone through a supported session border controller.
FROM THE IDEA TO YOUR WORKING DAY
What this means
for your business
A business with existing telephony equipment can ask which approach fits its migration and support needs.
THE QUESTIONS THAT MATTER
Key
considerations
Compare who manages each component.
Confirm support ownership.
Check compatibility and market coverage.
GO A LITTLE DEEPERTechnical deep dive
Both approaches connect Teams Phone to a carrier service. The important difference for a buyer is where integration work and ongoing responsibility sit.
Operator Connect integrates the carrier relationship
A participating operator provides the PSTN service through the Operator Connect model. Number provisioning and service administration follow that operator’s supported integration. Confirm coverage, number eligibility, support ownership and feature requirements; participation does not mean every operator offers the same service in every market.
Direct Routing adds an SBC boundary
Direct Routing connects Teams through a certified SBC and a supported configuration. It can support more tailored carrier or existing-system designs, but certificates, routing, capacity and resilience require management. A provider may manage that boundary on your behalf; establish responsibility rather than assuming the business must host hardware itself.
Compare the complete supported design
Use the same test cases for both: incoming and outgoing calls, transfers, caller ID, queues, emergency arrangements and service failure. Include the cost and support implications of legacy equipment. Device suitability and Teams Phone user configuration still need checking whichever connectivity option is selected.
Manufacturer & platform documentation
Optional further reading from the organisations behind the technology, including standards bodies. Platform examples describe that platform’s implementation.
