Operator Connect and Direct Routing Explained
Quick Summary:
There are two main ways to connect Microsoft Teams to the public phone network: Operator Connect and Direct Routing. Operator Connect is managed within Teams, ideal for fast deployments. Direct Routing is more flexible and suited for complex environments. This guide explains both and helps you decide which fits your needs.
Contents
- What is Operator Connect?
- What is Direct Routing?
- Operator Connect vs Direct Routing
- When to Use Each Option
- Why Choose Pure IP
- FAQs
- Speak to a Specialist
What is Operator Connect for Microsoft Teams?
Operator Connect is Microsoft’s integrated carrier model for Teams Phone. It lets you connect to the PSTN through a certified provider, all managed via the Teams Admin Center. You don’t need to deploy or manage your own Session Border Controller (SBC).
- Provision and manage numbers directly in Teams
- No infrastructure or SBC management required
- Quicker setup with fewer technical steps
- Backed by SLAs from certified providers
What is Direct Routing for Microsoft Teams?
Direct Routing connects Teams to the PSTN using your own certified SBC and a voice provider. It offers more flexibility and control, especially for complex or hybrid environments with legacy systems.
- Full control over routing and call policies
- Supports hybrid, analog, and legacy integrations
- More options for compliance and security
- Multi-region and multi-provider flexibility
Operator Connect vs Direct Routing: Side-by-side
| Feature | Operator Connect | Direct Routing |
| Setup | Through Teams Admin Center | Via certified Session Border Controller |
| Ideal Use Case | Cloud-first, standard deployments | Complex, hybrid, regulated environments |
| SBC Required | No | Yes |
| Provisioning Time | Fast | Flexible, but longer |
| Management | Microsoft-hosted | Customer-hosted or managed by provider |
| Number Porting | Provider-managed | Fully controlled |
| Legacy/Analog Support | Limited | Full support |
When to use each option
Use Operator Connect if:
- You want a quick deployment using Microsoft-certified tools
- Your environment is primarily cloud-based
- You don’t want to manage voice infrastructure
Use Direct Routing if:
- You need custom routing or PSTN failover
- You have legacy devices or hybrid infrastructure
- You operate across multiple regions or carriers
Use both if you need the best of both: rapid provisioning for standard users and flexible routing for complex sites.
"Blending Operator Connect with Direct Routing gives organizations the control to design voice solutions around how their business actually operates, across regions, platforms, and requirements, all without adding hardware or hassle."
Diana Florea, Director of Product Management at Pure IP
Why choose Pure IP?
Pure IP helps global enterprises build resilient, scalable Teams Phone solutions — no matter how complex the environment. Whether you’re migrating from a legacy PBX or switching providers, we simplify voice.
- Certified Operator Connect provider
- Deep expertise in Direct Routing for regulated industries
- Transparent, usage-based pricing
- Global number coverage across 80+ countries
FAQs
Yes. Many organizations use Operator Connect for standard users and Direct Routing for legacy or high-complexity sites.
Yes. Direct Routing gives you full control over routing, compliance, and call recording integrations.
Setup can begin quickly but it depends on the number of users, the complexity of the required integrations and existing voice environment.
No. The SBC is managed by your Operator Connect provider. You only need an SBC for Direct Routing deployments.
Speak to a specialist
Not sure which Teams Phone model is right for your business? Our experts will map the right solution — or mix — for your needs.
