Teams Operator Connect vs Direct Routing: Which Is Right for You?

Microsoft gives businesses two main ways to connect Teams to the phone network: Operator Connect and Direct Routing. Both let you make and receive external calls from the Teams client, but they differ in complexity, control, and cost. Choosing the wrong option can mean overpaying or losing flexibility you need later.

This guide compares both approaches so you can make a confident decision for your business.

A Quick Recap: How Teams Telephony Works

Microsoft Teams on its own handles internal chat, video meetings, and collaboration. To make calls to landlines and mobiles, you need a PSTN (Public Switched Telephone Network) connection. Microsoft offers three routes to PSTN:

• Microsoft Calling Plans — Microsoft acts as your carrier (limited availability and flexibility).
• Operator Connect — A certified operator provisions trunks for you inside the Teams admin centre.
• Direct Routing — You connect your own SBC and SIP trunks to Teams.

This article focuses on Operator Connect and Direct Routing, since they are the two most popular choices for UK businesses.

What Is Operator Connect?

Operator Connect is a Microsoft-managed marketplace where certified telecom operators provide PSTN connectivity to Teams. Your chosen operator appears in the Teams admin centre, and you can assign numbers and manage trunks without touching an SBC.

Key characteristics:

• The operator manages the SBC infrastructure — you do not need your own.
• Number assignment and trunk management happen inside the Teams admin centre.
• Microsoft certifies each operator, ensuring baseline quality and interoperability.
• Setup is faster because the operator handles the technical integration.
• You still need a Teams Phone Standard licence for each user.

What Is Direct Routing?

Direct Routing connects Teams to the PSTN via your own Session Border Controller and SIP trunk provider. You have full control over the SBC configuration, call routing, and carrier selection.

Key characteristics:

• You deploy or subscribe to an SBC (cloud-hosted or on-premises).
• You choose any SIP trunk provider — not limited to Microsoft's certified list.
• Call routing, failover, and media handling are configured at the SBC level.
• Greater flexibility for hybrid setups with legacy PBX equipment.
• Requires more technical expertise or a managed service provider.

Operator Connect vs Direct Routing: Head-to-Head

Here is how the two options compare across the factors that matter most to UK businesses:

Setup complexity

• Operator Connect: Low. The operator provisions everything; you assign numbers in the Teams admin centre.
• Direct Routing: Medium to high. SBC deployment, certificate management, and voice policy configuration are required.

Time to deploy

• Operator Connect: Typically 2–5 business days.
• Direct Routing: Typically 5–15 business days, depending on complexity.

Carrier choice

• Operator Connect: Limited to operators in Microsoft's programme.
• Direct Routing: Any SIP trunk provider, giving you full market choice.

Cost control

• Operator Connect: Competitive pricing, but you are limited to the operator's rate card.
• Direct Routing: Maximum flexibility to negotiate rates, bundle minutes, and switch carriers.

Hybrid PBX support

• Operator Connect: Limited. Designed for Teams-native deployments.
• Direct Routing: Full support for hybrid configurations with legacy PBX systems running alongside Teams.

Failover and resilience

• Operator Connect: Managed by the operator; you rely on their redundancy.
• Direct Routing: You design your own failover — dual SBCs, multiple carriers, geographic redundancy.

Ongoing management

• Operator Connect: Minimal. Most management happens in the Teams admin centre.
• Direct Routing: Requires SBC monitoring, certificate renewals, and routing policy maintenance.

When to Choose Operator Connect

Operator Connect is a strong choice if your business:

• Wants the simplest possible setup with minimal IT overhead
• Has no legacy PBX to integrate or is fully migrated to Teams
• Is comfortable with a single certified operator for PSTN
• Has fewer than 100 users and straightforward call routing needs
• Prefers a turnkey solution managed mostly within the Teams admin centre

When to Choose Direct Routing

Direct Routing makes more sense if your business:

• Needs to integrate Teams with an existing PBX during a phased migration
• Wants full control over carrier selection and call routing logic
• Has multiple sites that need geographic SIP breakout or local number hosting
• Requires advanced call recording, compliance recording, or fraud prevention features
• Has the in-house expertise or a managed provider to handle SBC operations
• Needs custom failover scenarios (e.g., automatic rerouting to mobile or secondary site)

Can You Switch Between Them?

Yes. Moving from Operator Connect to Direct Routing (or vice versa) is possible, though it involves re-provisioning numbers and reconfiguring voice policies. If you anticipate growing complexity — more sites, hybrid PBX requirements, or multi-carrier setups — starting with Direct Routing often avoids a later migration.

Conversely, if you start with Direct Routing and find the management overhead too high, Operator Connect can simplify operations.

What About Microsoft Calling Plans?

Microsoft Calling Plans are a third option where Microsoft itself acts as your carrier. They are the simplest to enable but offer the least flexibility. Calling Plans are best suited for very small teams (under 20 users) with basic domestic calling needs and no existing carrier relationships. For most UK businesses, Operator Connect or Direct Routing delivers better value and control.

To explore these options in detail, read our guide to enterprise VoIP and UCaaS solutions. For a broader look at hosted VoIP platforms, see our comparison of hosted VoIP solutions in the UK.