There was much excitement when Microsoft launched Operator Connect earlier this year, but also many questions.
The service gives businesses a straightforward way to add PSTN calling into Microsoft Teams, much as direct routing does. But a key benefit, Microsoft says, is that Operator Connect features far simpler provisioning than Direct Routing.
With the service still in public preview, UC Today sat down with Ian Guest – Marketing Director at Pure IP, one of the launch partners on Operator Connect, to talk through some of the frequent questions posed by customers.
Is Operator Connect available now?
Yes! Although Operator Connect is still in public preview, all of the core functionality is already available, and we have seen a lot of interest in it as a solution, with many organizations from around the world starting to use it to enable telephony via Teams. As with any modern software-based solution, it is continually evolving and being developed
Is Operator Connect a replacement for direct routing, or an alternative?
Operator Connect presents a third option balancing the convenience of Microsoft Calling Plans and the flexibility of Direct Routing. With Operator Connect, Microsoft is offering customers the flexibility to choose their own carrier (from an approved list) and benefit from their pricing, coverage, and additional services, while also getting ease of management through the Teams Admin Center.
Can you mix and match Operator Connect with direct routing?
Operator Connect can be used in conjunction with Direct Routing, Calling Plans, or even both.
Using Operator Connect and Direct Routing could be a good option for businesses that need some of the flexibility and functionality offered by Direct Routing that is not yet available through Operator Connect.
For example, they may be looking to integrate some legacy infrastructure such as analogue or DECT devices, or customised complex routing policies, which could be better suited to Direct Routing, but still use Operator Connect for any standard voice users they need to onboard going forward. The client could then migrate the services from Direct Routing to Operator Connect as new features become available or as their requirements change.
Who provides support for Operator Connect deployments?
Support comes from both the operator and Microsoft, so you have the best of both worlds.
Microsoft will take the ticket if the issue is on the tenant side, whereas the carrier will take the ticket if it is something voice related.
However, Microsoft has not dictated a service level, so the SLAs will depend on the individual operators themselves; Most will offer around the clock support options, but the engagement process will be unique to each. For example, some operators will triage tickets initially, whereas other operators, like Pure IP, will direct tickets straight into trained and experienced voice engineers to speed up the resolution process.
There are a few operators available with Operator Connect, with more likely to be added over time – how do businesses choose the right partner for them?
Customers should check which operators are available in their region and read their page which will contain more information on their offering.
