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.
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.
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.
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.
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.
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 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.
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.
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.
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.
Direct Routing also makes it easier to incorporate third-party compliance tools like call recording, which many businesses need for policy or regulatory requirements.
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 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.
Let’s take a closer look at the general differences between Operator Connect vs Direct Routing across a few important areas:
Winner: Operator Connect. If you want to voice-enable Teams quickly without getting deep into technical setup, Operator Connect makes it easy.
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.
Winner: Operator Connect. Centralized control in a familiar interface reduces the day-to-day effort for IT teams.
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.
Winner: Tie. Both options are highly reliable when implemented properly. The key is choosing a provider with a solid infrastructure and support model.
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.
Operator Connect is a strong fit for organizations that:
It’s especially helpful for SMBs, mid-sized enterprises, and enterprises looking to modernize their communications stack and replace on-prem systems.
Direct Routing for Teams makes sense for businesses that:
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.
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.
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.
In practice, “mix and match” often looks like this:
Direct Routing for users or sites that require deeper routing control, third-party integrations, or a more customized voice architecture.
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.
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