Operator Connect vs Direct Routing: What’s the difference, and how do you choose the right solution to voice-enable Microsoft Teams? Boasting over 320 million monthly active users, Microsoft Teams has become the go-to platform for communication and productivity in the age of hybrid work.
Combining chat, video conferencing, audio conferencing, and even cutting-edge artificial intelligence, Teams empowers businesses to accomplish more with less.
However, to use Microsoft Teams as their central communications hub, businesses must integrate the system with the right telephony solution. While some companies will take advantage of the calling plans offered by Microsoft directly, many prefer to connect Teams with their existing telecom system.
Fortunately, Microsoft offers two options for this: Operator Connect and Direct Routing.
So, how do these solutions differ, and how do you choose the right option?
Watch our video explainer with leading experts, or read on for more insights.
Operator Connect vs Direct Routing: Microsoft Voice Options
To offer companies a complete UCaaS solution, Microsoft Teams needs to be connected with the Microsoft Phone System. The Microsoft group offers Microsoft Calling Plans on a per-user, per-month basis to help enable this.
The Calling Plans include a selection of minutes for outbound calls and a phone number for inbound calls. While Microsoft’s calling plans allow companies to leap into cloud-based telephony quickly, they have some limitations. For instance, for many companies with specific requirements, Microsoft’s calling plans aren’t the most cost-effective option.
They also lack the geographic scalability and advanced features other telecom solutions offer. To give Teams’ users more freedom, Microsoft introduced Direct Routing and Operator Connect, which allow customers to choose their providers.
- Operator Connect: Ideal for users in search of simplicity, Operator Connect is a solution within the Teams Operator Console that allows customers to directly configure their services from several providers, including Intrado, BT, Orange Business Services, NuWave, Verizon, T-Mobile, and many others.
- Direct Routing: Available from various UCaaS companies, Direct Routing supports Microsoft Teams users in accessing UCaaS features and making and receiving calls within the Teams client. Direct routing is often seen as the more flexible solution for Teams Voice, though it can also be more complex to configure.
What is Direct Routing for Microsoft Teams?
Direct Routing allows users to make and receive calls on Microsoft Teams by linking the platform with the PSTN (Public Switched Telephone Network) through an approved partner. This allows users to make and receive calls directly through Microsoft Teams.
Direct Routing also allows companies to connect Teams to various legacy hardware systems, from phone systems to emergency phones, alarms, and other devices. A Direct Routing strategy requires a Session Border Controller (SBC), for a secure connection between the business data network and the telecom provider’s ecosystem.
This SBC can also convert various media and signaling services, connect older communication systems, and align everything with a cloud-based Teams Phone system. This ensures companies can transition locations and systems over time and ensure critical resources like alarms aren’t disrupted during a transition to the cloud.
Direct Routing offers more flexibility than Operator Connect, making it ideal for companies with complicated communication requirements.
Organizations may use SIP trunks from carriers for a more holistic solution. Depending on the direct routing service you get, you can access additional specialist support to help optimise your telephony offering. For instance, you can port existing numbers from your incumbent carrier so you don’t have to change numbers during migration.
However, Direct Routing can also be more complex to configure, requiring a knowledge of PowerShell and a comprehensive approach to maintenance. On the plus side, all you need for a Direct Routing service is an SBC, a vendor, and a Microsoft Teams Phone license.
The Benefits of Direct Routing for Microsoft Teams
There are various benefits to using Direct Routing for Microsoft Teams. First, it gives you a lot of flexibility. Direct Routing can be configured and enabled by virtually any telecom provider – even those that don’t have an existing relationship with Microsoft. This can be crucial if you want to maintain an existing telecom contract as you move to the cloud.
Direct Routing allows Microsoft Teams users to access their telephony solutions in more countries than you can get via Microsoft Calling Plans.
The ability to choose your cloud provider comes with benefits like:
- Phone number control: Direct Routing allows companies to preserve control over their numbers. They can preserve their dial plan and existing numbers, allowing fast migration into the Microsoft Teams phone system.
- Geographic reach: Microsoft is constantly expanding its Calling plan availability – but it’s not available everywhere. Direct Routing and Operator Connect provide international companies with more freedom.
- Ability to use various cloud providers: Some companies use multiple calling platforms to support global teams. You can use direct Routing to route your calls to various systems. Plus, you can adapt your ecosystem as your business grows.
- Endless flexibility: Direct Routing ensures you can connect your existing phone systems, including analog and SIP-based devices and other legacy equipment, to Microsoft Teams. You can also deploy your system in various diverse environments. This is crucial for multi-site organizations with unique requirements.
- Local survivability: Microsoft’s Survivable Branch Appliance runs alongside local SBCs, giving you a local survivability option if Microsoft’s cloud ecosystem isn’t working correctly. This ensures you can continue to make and receive calls in all situations.
Operator Connect vs Direct Routing: Direct Routing Challenges
Direct Routing is ideal for Microsoft Teams calling if you want flexibility and versatility. Large enterprises can even choose providers that create customized solutions to suit their specific requirements.
However, there are some potential challenges to overcome. First, configuring a Direct Routing solution is more complex. It requires integrating various telecom elements, such as the SBC, Teams Phone, your existing equipment, and the telecom provider’s services.
It also requires PowerShell administration. This means you don’t get a simple graphical user interface (GUI) to enable and configure your services. Although some IT administrators are confident with PowerShell, the platform isn’t the most user-friendly. You may need to hire experts for support.
Additionally, Direct Routing requires local infrastructure. Your SBC and hardware/software will usually be within your corporate data center or office. This means you’ll need to acquire, physically install, and maintain your own equipment.
What is Microsoft Teams Operator Connect?
So, in the battle of Operator Connect vs Direct Routing, what is Operator Connect? Introduced in 2022, Operator Connect is a convenient alternative to Direct Routing. It was designed to simplify the process of connecting Teams Phone to a telephony provider.
As the name suggests, Operator Connect is a provider-based service. Telecom leaders sign contracts with Microsoft, agreeing to a certification and interoperability process. With Operator Connect, businesses can still bring an existing PSTN carrier into their Microsoft ecosystem.
You can manage your services through the Microsoft Teams ecosystem and pay for what you use in terms of calling services rather than per user. Users can activate the Operator Connect environment rapidly through the “Operator” tab in Teams. Internal IT teams can quickly assign numbers to users without going through an external provider.
Operator Connect may be perfect for you if you want to manage your entire communications stack within the Teams admin center. While Direct Routing is relatively straightforward with the right vendors, Operator Connect is even more simplistic because of the managed service format. Operator Connect has many potential partners, including Intrado, Telenor, Verizon, Pure IP, Swisscom, BT, and countless others.
Microsoft’s close partnerships with these operators allow for a more seamlessly integrated experience. Operator Connect Partners also have access to direct peering between the Teams platform and SIP trunking infrastructure. According to the Microsoft crew, this should ensure a greater level of reliability for these services.
The Benefits of Operator Connect for Microsoft Teams
As an alternative to Direct Routing, Operator Connect simplifies PTSN calling in teams with an operator-managed approach. Operator Connect is a fantastic solution for companies keen to reduce the headaches of bringing their own PSTN solution into Microsoft Teams.
Like with Direct Routing, you can maintain existing relationships with current carriers. Although fewer carriers offer Operator Connect than those offering Direct Routing, the list of approved vendors is constantly growing.
With Operator Connect, you also benefit from:
- Simple deployment: Connecting and assigning phone numbers to users only takes minutes. You can do everything in the Teams admin center. You don’t need any coding expertise with PowerShell or experience with voice or DevOps.
- Streamlined management: The Teams Admin Center gives administrators a far more intuitive interface for setting up and assigning user numbers. Additionally, the operator-managed infrastructure Operator Connect means that your SBC and PSTN calling service technologies are managed by operators, reducing hardware requirements.
- Reduced costs: With Operator Connect, you don’t need to set up and configure your SBC solutions. Although you may still need to hire experts, the overall cost of deployment is usually much lower.
Microsoft also announced Operator Connect Conferencing simultaneously as the standard Operator Connect experience. This functionality accesses the same administrative interface as the Operator Connect system.
You can add dial-in numbers to the Microsoft Conferencing bridge within the Microsoft Teams admin center.
