Direct Routing versus Operator Connect

As remote and hybrid work models become the new norm, organizations are increasingly turning to Microsoft Teams to simplify messaging, meetings, file sharing, and now voice communications. Teams is now more than a collaboration tool; it has evolved into a modern UCaaS platform.

While Teams excels at internal collaboration, the growing demand for a seamless external calling solution has highlighted the need to integrate enterprise-grade telephony features.

This change reflects a larger trend—businesses are demanding more from their UCaaS solutions, particularly the capability to make and receive calls beyond their internal network.

But to enable Teams for external calling and global voice communication, businesses and IT professionals must choose the right telephony integration.

That choice often comes down to Direct Routing vs Operator Connect—two robust solutions, each offering its own set of features and advantages to meet different business necessities.

But what exactly do these options offer? How do they differ? And which is best for your business?

In this blog, we’ll cover:

• Understanding Microsoft Telephony
• Direct Routing
• Operator Connect
• Direct Routing vs Operator Connect
• Which One is Right for You?

Understanding Microsoft Teams Telephony

Businesses can now utilize Teams as their primary business telephony option, as it offers calling plans. Calling Plans is Microsoft’s built-in voice service that enables users to make and receive phone calls directly within Teams.

With a Calling Plan, users can:

• Place and receive calls to and from mobile phones and landlines with ease. Host audio conference calls with up to 250 participants.
• Access key features like call forwarding, voicemail, and caller ID. Configure and manage audio conferencing, auto attendants, and call routing.

However, a key challenge arises: Microsoft Calling Plans have limited geographic coverage and flexibility, making them less suitable for businesses with a global reach. Fortunately, Teams has two solutions that businesses can use to move beyond internal collaboration and limited domestic calling:

• Direct Routing enables you to integrate your phone service provider with Teams by connecting it through a Session Border Controller (SBC). This means you can bring your own preferred carrier to Teams instead of relying on Microsoft’s Calling Plans, giving you more choice and flexibility.
• Operator Connect offers a simpler and more managed experience. Microsoft-approved telecom operators offer direct integration within the Teams Admin Center, reducing setup complexity while maintaining call quality. No SBC required for this integration.

Compared to Calling Plans, Direct Routing and Operator Connect can help businesses minimize costs and maximize global access.

Both options extend Teams into a global phone system, but they differ in flexibility, carrier control, and feature depth. Let’s look at them more closely.

What is Direct Routing for Teams?

How it works:

Here’s the basic workflow of Microsoft Teams Direct Routing:

• Microsoft Teams connects to a telephony provider’s SBC – calls will be routed through this SBC.
• The SBC acts as a secure bridge between Teams and your provider via SIP trunking.
• This setup enables external voice traffic to flow seamlessly between Teams and the PSTN, allowing users to manage global calls directly from Teams.
• You manage user setup and number assignment directly in Teams.

Why it matters:

Direct Routing follows a Bring Your Own Carrier (BYOC) model, giving you the freedom to:

• Choose the best telecom provider for your needs and budget.
• Extend your voice services to over 160+ countries, when you pick a global provider like United World Telecom.
• Seamlessly integrate with existing PBX systems or hybrid infrastructure.
• Customize call routing, compliance, and security features.
• Increase cost efficiency by using competitive carriers and existing infrastructure.
• Enjoy total flexibility and control over voice infrastructure and call routing.

United World Telecom enables Direct Routing with a Microsoft-certified SBC and international number coverage across 160+ countries for seamless connectivity. Our expertise ensures a smooth, secure, and globally connected voice solution for your enterprise.

What is Operator Connect for Teams?

These certified operators have established direct, high-availability connections to Microsoft’s global network and the Teams Phone System. This direct peering ensures reliable call quality and simplified management.

How it works:

• Your selected operator maintains all infrastructure levels and connects directly to Microsoft’s cloud.
• They manage the PSTN, SIP trunks, and SBC before establishing a connection with Microsoft to enable Teams’ calling features.
• You manage user setup and number assignment directly in Teams.

Why it matters:

• Choose from Microsoft-approved phone service providers right inside the portal.
• Manage phone numbers and connections directly in the Teams Admin Center.
• Set up everything fast, without needing PowerShell or command lines.
• Add new users and numbers with just a few clicks.
• Fully cloud-based, ready in hours, and infrastructure is handled by the operator.

While Operator Connect simplifies deployment, it has a few key limitations:

• You’re restricted to choosing from Microsoft-certified Operator Connect partners. Unlike Direct Routing, it doesn’t support the flexibility to bring your own carrier. If your preferred provider isn’t listed, you’ll need to switch or opt for Direct Routing.
• Operator Connect is entirely cloud-based and doesn’t integrate with on-premises PBX systems or hybrid telephony environments. It’s best suited for organizations that have fully adopted Microsoft Teams Phone as their sole communication solution.

Key Differences: Direct Routing vs Operator Connect

Here’s how Direct Routing and Operator Connect stack up across key factors like flexibility, global reach, feature depth, and setup complexity.

Use this side-by-side comparison to quickly identify which solution aligns best with your business needs:

Which One is Right for Your Business?

The choice between Direct Routing versus Operator Connect for integrating voice capabilities with Microsoft Teams often comes down to your organization’s specific needs regarding control, existing infrastructure, cost, and desired features.

Opt for Direct Routing if You:

• Prefer To Reduce Costs By Using Your Existing Telecom Provider
  With Direct Routing, you can negotiate better deals with your current carrier, benefit from pricing, and avoid per-user licensing fees, resulting in significant long-term savings.
• Need International Number Coverage or Support for Hybrid/On-Premise Systems
  Direct Routing allows you to connect Microsoft Teams to a variety of international numbers— local, toll-free, mobile, and non-geographic, across 160+ countries.
• Want To Retain Legacy PBX Features
  Direct Routing supports integration with existing infrastructure, helping you upgrade without losing essential features.
• Require Advanced Features
  Use advanced features, including AI-driven call analytics, custom call routing rules based on business hours or location, call recording, and detailed reporting, to optimize performance and ensure compliance.

Select Operator Connect if you:

• Are Okay with Using Only Microsoft-Approved Carriers
  Operator Connect requires you to choose from Microsoft-approved carriers. While convenient, this may reduce your flexibility in pricing and coverage, especially in less commonly served regions.
• Want A Fast, Plug-and-Play Setup With Minimal Configuration
  Operator Connect is ideal for businesses that need to get up and running quickly. It integrates directly with Teams from the Admin Center and doesn’t require complex setup or infrastructure changes.
• Don’t Need Custom Call Routing Or Complex Integrations
  For clear voice requirements, where custom call flows, legacy system integration, or advanced routing aren’t needed, Operator Connect is a simple, effective solution.

Microsoft Teams Integration with United World Telecom

United World Telecom offers robust Microsoft Teams integration options, providing two distinct solutions: Direct Routing for comprehensive, enterprise-grade voice, and our Teams Softphone Widget Integration for simplified outbound calling.

• Microsoft Teams Direct Routing
  Our Teams Direct Routing Integration is an enterprise-grade setup that enables users to make and receive global calls directly within Teams while retaining complete control over their voice infrastructure. Key Benefits:

• • More robust integration, leading to seamless call management within the Teams environment
  • Microsoft-certified SBC for secure, encrypted voice traffic
  • 24/7 technical support for setup and maintenance
  • Global number coverage in 160+ countries
  • Lower telecom costs by using your preferred carrier
  • Full feature suite: IVR, call analytics, CRM integration

• Microsoft Teams Softphone Widget Integration
  Ideal for businesses seeking an easy-to-deploy solution, our Teams Softphone Widget enables simplified external calling from directly within the Teams interface. This is a softphone-style widget inside Teams which enables click-to-call, call activity and logs, and optional call recording and transcription. Key Benefits:

• • Quick setup – start making calls in just a few minutes
  • Call worldwide – use local phone numbers to connect better
  • Manage all calls in one place – no need to switch tools
  • See call history – track all inbound and outbound calls
  • Use innovative features – enjoy call routing, voicemail, and more

Combine the power of Teams collaboration with the flexibility of United World Telecom’s global voice infrastructure. Seamlessly enable international calling, advanced routing, and local caller IDs—all from within Microsoft Teams.

With us, you get reliable voice capabilities, unmatched global coverage, and hands-on support from a trusted telecom partner.

How Businesses Use Microsoft Teams Integration

Teams improves cross-border collaboration, expands reach, and boosts efficiency from international sales to customer service:

• Global Customer Support
  Deliver personalized, region-specific support using call routing and international toll-free numbers or local numbers. Whether you have support agents in one location or across the globe, you can ensure every customer reaches the right person quickly.
• International Sales Teams
  Sales teams can reach out to global leads using local phone numbers, which helps build trust and improves response rates. With this integration, reps can make calls directly from Microsoft Teams while presenting a local caller ID.
• Hard-to-Reach Regions
  Maintain reliable and high-quality voice connections even in countries with limited telecom infrastructure. Microsoft-certified technology ensures smooth communication in emerging markets without the need for on-site infrastructure.
• Connecting Distributed Teams
  Support your remote and hybrid workforce with centralized, cloud-based calling through Microsoft Teams. The integration simplifies internal communication, reduces the need for multiple tools, and enables seamless collaboration across time zones and office locations.

Building a Global Voice Strategy with Teams

As businesses continue to expand across borders and adapt to hybrid work models, building a global voice strategy is no longer optional; it’s essential.

Microsoft Teams has already become a strong hub for internal collaboration, but to truly unify business communication, you need a voice solution that scales with your operations.

Whether you’re managing international sales teams, supporting global customers, or connecting remote teams, integrating voice with Microsoft Teams can simplify operations. Choosing the right solution—Direct Routing vs Operator Connect—depends on your organization’s goals, infrastructure, and level of control required.

Direct Routing, particularly when implemented with a provider like United World Telecom, enables businesses to utilize their preferred carriers, optimize costs, and deploy advanced features such as custom call routing and AI-driven analytics across more than 160 countries.

So, are you ready to upgrade your communications?

Check out our Direct Routing solution and browse through our Country Coverage to see where we’re available.

Let us help you take Microsoft Teams beyond chat and video—into the future of global voice.