Microsoft Teams Operator Connect vs. Direct Routing: Understanding the Options

With Microsoft Teams’ growing role in enterprise telephony, organizations must choose the right approach for PSTN (Public Switched Telephone Network) connectivity. Operator Connect and Direct Routing are the two primary options (in addition to Calling Plans and Teams Phone Mobile), each offering unique capabilities and suited for different scenarios. This guide will break down the fundamentals, examine technical differences, explore real-world use cases, and offer best practices. This is based on my discussion with a recent customer where I was asked to explain the pros and cons between the two.

Overview of Operator Connect and Direct Routing

What is Operator Connect?

Operator Connect is a Microsoft-managed service that lets organizations connect Teams to the PSTN through certified telecom operators. This option simplifies setup by allowing telecom operators to handle the backend work, like connectivity, provisioning, and service management, making it easier for businesses to get started with calling capabilities in Teams.

Key Features:

• Managed entirely through the Teams Admin Center
• Simplified number provisioning and setup
• Minimal configuration on the organization’s side
• Built-in failover and support by the telecom operator

What is Direct Routing?

Direct Routing is a flexible option that allows organizations to connect Microsoft Teams to the PSTN using their own Session Border Controllers (SBCs). This option provides full control over the telephony environment, including advanced routing, call controls, and integration with on-premises systems.

Key Features:

• Requires configuring and managing an SBC, either on-premises or in the cloud
• Allows complex configurations, custom call flows, and integration with legacy PBX systems
• Greater flexibility but also requires more technical expertise to set up and maintain

Why Choose Operator Connect or Direct Routing?

Operator Connect: When to Use It

Operator Connect is ideal for:

• Organizations without a dedicated telecom team: Minimal configuration and no SBCs to manage mean fewer technical requirements.
• Fast deployments: Operator Connect can be set up quickly through the Teams Admin Center, making it a good choice for companies needing rapid PSTN integration.
• Standardized Environments: If your organization doesn’t require complex routing or custom call setups, Operator Connect offers simplicity.
• Geographically Distributed Companies: Operators can manage connectivity across multiple regions with support and failover built-in.

Direct Routing: When to Use It

Direct Routing is a better fit when:

• Complex Telephony Needs Exist: Organizations with advanced call routing requirements or custom integrations will benefit from Direct Routing’s flexibility.
• Legacy Systems Integration: Direct Routing allows for integration with existing PBX systems and enables hybrid setups.
• Data Sovereignty and Security Requirements: Some organizations may need to keep call data within specific geographic boundaries, which can be managed more precisely with Direct Routing.
• Cost Optimization: Direct Routing offers potential cost savings for companies with existing telecom infrastructure, as they can leverage their own SBCs and existing contracts.

Technical Differences Between Operator Connect and Direct Routing

Infrastructure Requirements:

• Operator Connect: Uses certified operators who handle connectivity, removing the need for an SBC.
• Direct Routing: Requires an SBC, either on-premises or hosted in the cloud, and involves configuration within both Teams and the SBC environment.

Setup and Management:

• Operator Connect: Managed via the Teams Admin Center, where admins can select operators, assign numbers, and configure basic settings.
• Direct Routing: Setup involves in-depth configuration, including SIP trunks, firewall settings, QoS policies, and call routing.

Failover and Resilience:

• Operator Connect: Built-in failover and redundancy managed by the operator.
• Direct Routing: Resilience is manually configured; admins set up failover routes within the SBC, which offers more control but requires expertise.

Control and Flexibility:

• Operator Connect: Limited customization, as settings are standardized by the operator.
• Direct Routing: Full control over call policies, routing, and integration options, making it suitable for complex telephony needs.

Compliance and Security:

• Operator Connect: Operators manage security and compliance requirements within their infrastructure.
• Direct Routing: Organizations handle their own security configurations, offering more control but requiring strict compliance checks.

Real-World Scenarios: Choosing the Right Solution

Scenario 1: Rapid PSTN Integration for a Growing Company

• Challenge: A fast-growing tech company needs to enable global calling for Teams users with minimal setup time and without a dedicated telecom team.
• Solution: Operator Connect allows quick setup through the Teams Admin Center, where the operator manages all technical aspects.
• Outcome: The company has PSTN access quickly, with support and failover managed by the operator, freeing IT to focus on other areas.

Scenario 2: Enterprise with Complex Call Routing and PBX Integration

• Challenge: A large enterprise needs to integrate Teams with an on-premises PBX system while maintaining complex call routing requirements.
• Solution: Direct Routing allows the organization to integrate Teams with the legacy PBX, configure custom call flows, and retain full control over the telephony setup.
• Outcome: The enterprise achieves seamless integration with its PBX and can customize call routing to match its business needs.

Scenario 3: Multi-Regional Financial Services Firm with Compliance Needs

• Challenge: A financial services firm needs strict control over data sovereignty and regulatory compliance across different regions.
• Solution: Direct Routing allows the firm to keep call data within specific geographic locations by managing SBC placements and routing policies.
• Outcome: The firm can meet its compliance needs with precision while leveraging Teams for telephony.

Best Practices for Choosing Between Operator Connect and Direct Routing

Assess Your Telephony Requirements:

• Evaluate the complexity of your organization’s telephony needs. For simple, standardized calling, Operator Connect is often sufficient. For advanced setups, Direct Routing is a better fit.

Consider Available Resources and Expertise:

• If you have a telecom team experienced in SBC management, Direct Routing offers more flexibility. If not, Operator Connect is simpler to manage and maintain.

Prioritize Compliance Needs:

• Direct Routing gives more control over compliance, data sovereignty, and security. If these are critical, Direct Routing may be preferable despite its complexity.

Calculate Long-Term Costs:

• Operator Connect may involve higher per-user costs due to operator services, while Direct Routing can be cost-effective if you already have telecom infrastructure.

Plan for Future Scalability:

• Direct Routing is more scalable for complex global environments with hybrid telephony. Operator Connect scales well but may require switching to Direct Routing if advanced requirements emerge.

Operator Connect and Direct Routing offer distinct advantages and challenges for organizations integrating PSTN connectivity with Microsoft Teams. Operator Connect simplifies telephony setup, making it ideal for organizations that prioritize ease of use and rapid deployment. Direct Routing, on the other hand, provides control, flexibility, and customizability, making it essential for complex environments or where compliance and data sovereignty are priorities.

Choosing between Operator Connect and Direct Routing ultimately depends on your organization’s telephony needs, resources, compliance requirements, and future scalability plans. By carefully assessing these factors, IT teams can implement a Teams telephony solution that aligns perfectly with business objectives.