Microsoft Teams Phone: Operator Connect vs Direct Routing
November 1st, 2026
Microsoft Teams Phone lets employees make and receive calls from the same application they already use for chat and meetings. The part that takes planning is not Teams itself. It is how those calls reach the public switched telephone network (PSTN), the traditional phone network that connects every outside number.
Businesses have two main ways to make that connection: Operator Connect and Direct Routing. Both are supported by Microsoft, both give users a normal business phone number, and both can run alongside each other in the same organization. The difference is who owns the phone infrastructure and how much control the business keeps.
What Operator Connect Does
Operator Connect is the carrier-managed option. A Microsoft-certified operator connects its own phone network directly to Microsoft and handles the session border controller (SBC), the SIP trunks, and the connection into Teams. The business buys calling service and phone numbers from that operator, then assigns the numbers to users in the Teams admin center.
There is no SBC to purchase, configure, or maintain on site. That removes a significant amount of voice engineering from the project and shortens deployment, often to days instead of weeks. Updates and capacity are the operator's responsibility, and support starts with the operator when a call fails.
The trade-off is that the business works within the operator's catalog. Availability depends on the operator and the country, custom call routing is limited compared with Direct Routing, and local survivability is not part of the Operator Connect model. If the internet or the Microsoft service is unavailable, the operator's connection cannot keep calls running at the site.
What Direct Routing Does
Direct Routing connects Teams to a Microsoft-certified SBC that the business, or its managed services partner, runs. That SBC connects to a SIP carrier of choice, which can be the business's existing provider and existing contract. The SBC translates between Teams and the carrier, and it is where call routing, failover, and integration with other systems are configured.
That control is the reason organizations choose Direct Routing. It supports complex call flows, legacy PBX and analog devices, contact center platforms, policy-based call recording, location-based routing, and local survivability through a Survivable Branch Appliance. Businesses with several locations, unusual compliance requirements, or a carrier outside the Operator Connect program can build the connection they need.
The trade-off is ownership. Someone has to design the SBC configuration, connect the SIP trunks, test failover, monitor call quality, and apply updates. That work is usually handled by a partner with voice expertise, but it is still work that does not disappear. Deployment generally takes weeks and involves more moving parts than Operator Connect.
How the Two Options Compare
- Who runs the SBC: the operator with Operator Connect; the business or its partner with Direct Routing.
- Choice of carrier: the operator's service with Operator Connect; any compatible SIP provider with Direct Routing.
- Setup time: usually days with Operator Connect; usually weeks with Direct Routing.
- Customization: limited to operator options with Operator Connect; full control of routing and integration with Direct Routing.
- Local survivability: not available with Operator Connect; available with Direct Routing through a Survivable Branch Appliance.
- Support model: the operator is the first call with Operator Connect; the partner coordinates SBC, carrier, and Microsoft with Direct Routing.
- Cost structure: a per-user operator service with Operator Connect; SIP trunks, SBC capacity, and management with Direct Routing.
Which One Fits Your Business
Operator Connect tends to fit organizations that are cloud-first, use standard calling features, have no legacy PBX or analog devices to connect, and want the lowest possible operational burden. It also helps companies that do not have voice engineers on staff and prefer one carrier to call when something goes wrong. The main condition is that a certified operator offers service in the locations where the business operates.
Direct Routing tends to fit organizations with an existing carrier contract worth keeping, a contact center or custom call flow, analog devices such as fax lines, elevators, or overhead paging, strict recording or compliance requirements, or a need for calls to keep working at a branch when the wide area network fails. It is also the practical choice when the available Operator Connect operators do not cover the business's countries or numbers.
Some organizations use both. A company can run Operator Connect in one region and Direct Routing in another, or keep Direct Routing for a contact center while moving standard office users to Operator Connect. Microsoft supports this mixed model, and it can be a sensible way to migrate without replacing everything at once.
Do Not Choose on Price Alone
The monthly service rate is only one part of the cost. Operator Connect bundles much of the voice infrastructure into the subscription, which makes budgeting simple. Direct Routing can look less expensive on paper when a business already owns an SBC and has an attractive SIP contract, but the comparison changes once management, monitoring, failover testing, and staff time are included.
It is also worth comparing what happens on the worst day. Ask how calls fail over, who answers the phone at 8 a.m. when outbound calls stop working, how number porting is handled, and whether call recording and emergency calling meet the organization's requirements. Those answers matter more than a few dollars per user.
How Nova Technologies Helps
Nova Technologies designs, deploys, and manages Microsoft Teams calling for Minnesota businesses. We assess the network, review existing carrier contracts and phone numbers, identify analog and legacy equipment, and recommend Operator Connect or Direct Routing based on how the organization actually works. For Direct Routing, we can host and manage the SBC so the business keeps control without carrying the operational burden in-house.
To compare the options for your organization, explore our Microsoft Teams calling solutions, review our business phone systems, or contact our team to schedule a consultation.
Posted in: Microsoft Teams