If your business uses Microsoft Teams as its primary collaboration hub, adding voice capabilities is probably high on your list. Teams Phone makes it possible to call anyone, anywhere, straight from the Teams interface – and it's become a popular way for organizations to bring voice and collaboration together.
More than 20 million people are already using Teams Phone with PSTN connectivity as of 2024,1 so it’s clear that companies are looking for voice services that work seamlessly inside the tools they already use. But before you can integrate voice into Teams, you’ll have to decide between the two most popular options: Operator Connect or Direct Routing for Microsoft Teams.
Not sure which solution is right for your business? In this blog, we’ll break down the differences between Operator Connect vs Direct Routing, how each works, and when to choose one over the other.
Key Takeaways
- Teams Phone + PSTN needs a connection model: To enable calling inside Microsoft Teams, most organizations choose Operator Connect or Direct Routing (and some also consider Microsoft Calling Plans).
- Operator Connect is the simple, cloud-first route: It’s managed in the Teams Admin Center, runs through Microsoft-certified providers, and avoids on-prem hardware and complex configurations, making rollout faster with fewer moving parts.
- Direct Routing is the flexibility-first route: It uses a certified SBC to connect Teams to your carrier/SIP trunk, supporting hybrid PBX, advanced call flows, compliance tools, and better carrier choice for global needs, but with more setup and maintenance.
- You can mix both: Many teams use Operator Connect for standard users and Direct Routing for regions, legacy gear, or specialized workflows.
How Calling Plans & Teams Phone Mobile Fit in Teams
Microsoft Calling Plans
Microsoft Calling Plans are the most straightforward way to enable PSTN calling in Teams. Microsoft acts as the carrier, and administrators can manage the experience inside the Teams Admin Center. For some organizations, that simplicity is the whole point.
That said, Calling Plans are not always the best long-term fit, especially if you need broader geographic coverage, want to keep an existing carrier relationship, or have more complex voice requirements. That is why many businesses end up comparing Operator Connect vs Direct Routing in the first place.
What Is Microsoft Teams Operator Connect?
Operator Connect is a Microsoft program that allows certified telecom providers to connect organizations’ Teams environments to the PSTN (Public Switched Telephone Network). It’s designed to keep things simple: no on-premises hardware, no complex configurations.
With Operator Connect, you manage everything through the Teams Admin Center, from selecting a provider to assigning numbers and enabling features. Your chosen provider handles the voice service itself, and Microsoft facilitates the connection behind the scenes.
For many organizations, Operator Connect is a quick, cloud-first way to get enterprise-grade voice in Teams without a lot of overhead.
Benefits of Operator Connect
Fast and straightforward path to Teams voice
Operator Connect is a great option if you want a fast, straightforward way to get Teams voice up and running, without a long deployment cycle.
Fully managed through the Microsoft Teams Admin Center
It’s fully managed in the Microsoft Teams Admin Center, which helps eliminate the need for on-premises equipment or certified SBCs. That usually means fewer technical hurdles for IT teams and a smoother deployment experience overall.
Reliable, cloud-native voice from Microsoft-certified providers
Operator Connect providers are certified by Microsoft and deliver voice services through a reliable, cloud-native infrastructure. This supports consistent quality and support, and lets your team focus more on adoption and user experience instead of backend complexity.
Operator Connect Challenges
Operator Connect is designed to keep Teams calling simple and cloud-first. But that simplicity can come with trade-offs, especially if you need broader regional coverage or deeper integration with existing voice systems.
- Provider availability varies by region, so it can be harder to standardize Teams calling across global operations.
- Limited support for legacy environments like on-prem PBX integrations, hybrid deployments, or advanced routing requirements.
- Cloud-to-cloud model limits “old world” connectivity, since Operator Connect relies on a cloud-based SBC and isn’t designed to connect deeply to existing equipment.
- Some integrations may require workarounds, such as SIP Gateways, but it can still be difficult to connect all existing resources.
- Local survivability is more limited, since Microsoft’s Survival Branch Appliance isn’t integrated with Operator Connect.
What Is Direct Routing for Microsoft Teams?
Direct Routing for Microsoft Teams also connects Teams to the PSTN, but it gives you more control over how that connection is managed. With this model, you use a certified Session Border Controller (SBC) to link Teams to a SIP trunk or your telecom carrier of choice.
You can host the SBC yourself or work with a provider that offers Microsoft Direct Routing as a Service. Businesses often use this approach when they need to integrate with their existing systems, support complex call flows, or work with providers that aren't part of the Operator Connect program.
Benefits of Direct Routing
Tailored call flows and advanced routing control
Direct Routing lets businesses build tailored call flows and support more advanced routing needs, which can be difficult or impossible to do with Operator Connect alone.
Hybrid deployments and legacy PBX integration
Need to integrate Teams with an on-prem PBX? Direct Routing supports hybrid deployments, so you can connect Teams to existing voice environments and evolve the setup over time.
Support for third-party compliance tools
Direct Routing also makes it easier to incorporate third-party compliance tools like call recording, which many businesses need for policy or regulatory requirements.
More carrier flexibility for global operations
With Direct Routing, you have more flexibility in choosing telecom partners that match your global footprint, pricing requirements, and regulatory obligations, rather than being limited by regional provider availability.
Direct Routing Challenges
Direct Routing is the flexibility-first option, and it’s a strong fit for complex environments. However, it typically requires more setup, more technical involvement, and more responsibility on the IT side.
- More complex to configure, because it requires integrating multiple elements like the SBC, Teams Phone, your existing equipment, and your telecom provider’s services.
- Requires voice expertise and more planning, so deployment can take longer than Operator Connect.
- Often involves PowerShell administration, meaning you don’t get the same simple, GUI-driven experience for enabling and configuring services.
- Infrastructure and maintenance overhead, since your SBC and related hardware/software often need to be deployed and maintained (on-premises or hosted), adding operational responsibility for IT.
Operator Connect vs Direct Routing: What’s the Difference?
Let’s take a closer look at the general differences between Operator Connect vs Direct Routing across a few important areas:
Setup
- Operator Connect: Fully cloud-native and managed through Microsoft’s interface. No SBCs to deploy, and provisioning is streamlined through the Teams Admin Center.
- Direct Routing: Requires technical setup, usually involving a certified SBC. This can be hosted in the cloud or on-premises and takes more planning and expertise to configure.
Winner: Operator Connect. If you want to voice-enable Teams quickly without getting deep into technical setup, Operator Connect makes it easy.
Customization
- Operator Connect: Offers standard voice features out of the box but doesn’t support deep customizations or hybrid deployments.
- Direct Routing for Teams: Offers full control over call routing, integrations with legacy PBX systems, and support for hybrid or analog environments.
Winner: Direct Routing. If you need to integrate with older systems or customize complex call flows, Direct Routing gives you the flexibility to do that.
Management
- Operator Connect: Managed directly through Teams Admin Center, so it’s easier to handle user provisioning, number assignments, and basic support.
- Direct Routing: Often requires telecom expertise or a managed service provider to configure and maintain the SBC.
Winner: Operator Connect. Centralized control in a familiar interface reduces the day-to-day effort for IT teams.
Global Availability
- Operator Connect: Depends on the availability of participating providers in each region.
- Direct Routing: Allows businesses to work with local carriers or global SIP trunking partners.
Winner: Direct Routing. If you operate in multiple countries or need to comply with local telecom regulations, Direct Routing lets you choose the right carrier in each region.
Reliability
- Operator Connect: Routes voice traffic through Microsoft-approved, geo-redundant connections. SLAs are managed by the provider.
- Direct Routing: Depends on the provider’s architecture and how the SBCs are hosted.
Winner: Tie. Both options are highly reliable when implemented properly. The key is choosing a provider with a solid infrastructure and support model.
Features
- Operator Connect: Supports Teams Phone features like call queues, auto attendants, and voicemail.
- Direct Routing: Supports Teams Phone features plus advanced routing, third-party SBC integrations, and on-premises interop if needed.
Winner: Direct Routing. For organizations that want advanced functionality or need to bridge cloud services with existing on-prem equipment, Direct Routing offers more options.
When To Choose Operator Connect
Operator Connect is a strong fit for organizations that:
- Already use Microsoft Teams for collaboration
- Want a simple, cloud-native telephony solution
- Don’t have complex call routing needs
- Prefer to manage users and numbers inside Microsoft 365
- Want faster deployment with fewer moving parts
It’s especially helpful for SMBs, mid-sized enterprises, and enterprises looking to modernize their communications stack and replace on-prem systems.
When To Choose Direct Routing
Direct Routing for Teams makes sense for businesses that:
- Require deep call flow customization
- Need to integrate with on-prem PBX or analog devices
- Operate in countries where Operator Connect isn’t available
- Have strict compliance or call recording requirements
- Want full control over carrier choice and infrastructure
For businesses that span multiple geographies or rely on complex voice workflows, Direct Routing offers the control and adaptability to build the setup that’s right for you.
Is Operator Connect or Direct Routing better for Teams Voice? There’s no universal answer – they’re both strong options.
Operator Connect vs Direct Routing: Which Is Better?
There’s no universal answer – both Operator Connect and Direct Routing are strong options for enabling Teams Voice. The right fit will depend on your organization’s technical requirements, deployment goals, and internal resources.
Here’s an easy way to think about it: Operator Connect is a streamlined path since it’s fast, reliable, and easy to manage. Direct Routing takes a little more planning and technical involvement, but it offers maximum flexibility and customization.
Ultimately, both options will give your organization voice calling within your Microsoft Teams environment. It all just comes down to how much control, customization, and geographic reach you need.
Can You Combine Operator Connect & Direct Routing?
Yes, you can use Operator Connect and Direct Routing within the same Microsoft Teams environment. This is a common approach for organizations that want a straightforward deployment for most users, while still supporting specific locations, workflows, or legacy requirements that need the flexibility of Direct Routing.
A hybrid configuration can also help you standardize Teams as the user experience, while tailoring the PSTN connectivity behind the scenes to match regional availability and technical constraints.
Common Patterns for Assigning Users to Each Model Today
In practice, “mix and match” often looks like this:
- Operator Connect for users in regions where your preferred certified operator is available, and where your needs are straightforward.
- Direct Routing for locations where Operator Connect is not available, where you need a specific local carrier, or where you must integrate with existing PBX, analog devices, or specialized call flows.
Direct Routing for users or sites that require deeper routing control, third-party integrations, or a more customized voice architecture.
Get the Best of Both Worlds With UniVoIP
Choosing between Operator Connect and Direct Routing doesn’t have to be complicated. At UniVoIP, we make it easy to get started with Microsoft Teams Voice through either deployment model, with a focus on simplicity, reliability, and personalized support.
As a certified Microsoft Solutions Partner, we help you voice-enable Teams with streamlined onboarding, seamless number porting, and end-to-end project management. Whether you need the simplicity of Operator Connect or the control of Direct Routing, our solution engineers will help you align Teams Voice with your specific business goals.
Contact us today to learn how we can help you bring reliable, enterprise-grade voice to Microsoft Teams – on your terms.
FAQs on Operator Connect & Direct Routing
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