You’ve decided to move voice into Microsoft Teams. Now comes the big decision: Operator Connect or Direct Routing? Both options enable phone calling in Teams, but their setup and flexibility take very different approaches.

Understanding the technical and cost implications is key to making the right investment.

What is Operator Connect?

• Carrier-managed calling directly integrated with Microsoft Teams.
• Setup and management handled inside the Teams Admin Center.
• Pre-approved Operators connect over Microsoft’s secure cloud infrastructure.

What is Direct Routing?

• Custom solution connecting Session Border Controllers (SBCs) to Teams.
• More flexibility over carrier choice, routing, and integrations.
• Greater control but requires more technical involvement.

‍

Here's your ultimate guide between Operator Connect and Direct Routing for Microsoft Teams Phone System:

Deployment Speed:

• Operator Connect – Fast (days)
• Direct Routing – Medium (weeks)

Technical Complexity:

• Operator Connect – Low
• Direct Routing – High

Carrier Flexibility:

• Operator Connect – Limited
• Direct Routing – Unlimited

Customization:

• Operator Connect – Minimal
• Direct Routing – Extensive

SLAs and Support:

• Operator Connect – Provided by Operator
• Direct Routing – Dependent on carrier and provider

International Coverage:

• Operator Connect – Varies by Operator
• Direct Routing – Highly flexible

Setup and Costs:

• Operator Connect – Low initial cost, potential long-term expense
• Direct Routing – Medium/High initial cost, cost-efficiency improves with growth

‍

Top Reasons to Choose Operator Connect:

• Need for speed: Go live in days, not weeks.
• No in-house telephony expertise.
• Want a managed service with SLAs.

Top Reasons to Choose Direct Routing:

• Complex call flows or compliance requirements.
• Existing PBX systems need integration.
• International operations.

Operator Connect and Direct Routing can unlock Teams as your business phone system. Choosing between the two comes down to priorities – Operator Connect is perfect for faster, easier deployment, while Direct Routing offers customization and control.

‍

With Teams Connect, companies can leverage Operator Connect, Direct Routing, or a hybrid of both for maximum flexibility. Choose Pay-as-you-Go at $3.49 per seat plus usage, or opt for unlimited calling at $8.95 per seat. Teams Connect add-ons include texting in Microsoft Teams, Call Recording, a Receptionist Console, and Contact Center for Microsoft Teams.

‍

Contact Us learn more, schedule a demo, or request a custom quote.