Category: Integrations

Microsoft Teams has become much more than a messaging and collaboration app. For many organizations, it’s evolving into a complete business phone system.

While internal chat and collaboration are its core, organizations quickly discover that for external calling to the Public Switched Telephone Network (PSTN), Teams licenses alone are insufficient.

That’s where Direct Routing comes in, and at the heart of that setup is the Session Border Controller (SBC).

SBCs for Teams serve as an important bridge between the MS Teams account and your telephony provider, enabling secure, high-quality external calls. Without them, your Microsoft Teams environment falls short on flexibility, control, and the global connectivity required for high-performance voice.

SBCs are a must if your company wants to improve communications, reduce telecom expenses, and take complete control of call routing.

Let’s delve into what a Direct Routing SBC is and precisely how they function within the architecture of cloud telephony, particularly in the context of Microsoft Teams Direct Routing.

In this article, we’ll cover:

• What is an SBC
• Overview of MS Teams Direct Routing
• How SBCs Enable Teams Direct Routing
• Benefits of Using an SBC for Teams Direct Routing
• Direct Routing vs Operator Connect vs Calling Plans
• Where United World Telecom Can Help

What is an SBC?

Acting as a guardian for VoIP communications, it ensures security, interoperability, and high-quality voice and video calls. Think of it as the “firewall and traffic controller” for your VoIP system.

It plays a very important role in:

• Call Quality (VoIP QoS) – By managing network traffic and constraining data rates, SBCs contribute significantly to maintaining exceptional call quality (Quality of Service or QoS) across VoIP networks.

• Security – SBCs work as a vital barrier against eavesdropping, illegal access, and other cyber threats like Denial of Service or DoS attacks. It supports media encryption, enforces security regulations, and offers strong access control to protect private conversations.

• Compliance – They also assist organizations in meeting regulatory compliance requirements through features such as call recording, call monitoring, and call logging.

Quick Overview of Microsoft Teams Direct Routing

Microsoft Teams Direct Routing is a flexible solution that lets you connect MS Teams to the PSTN using your preferred telecom provider.

Instead of relying solely on Microsoft Calling Plans, you can bring your own carrier and route calls through your own SIP trunk provider—giving you greater control over costs, call quality, and global coverage.

An SBC is mandatory for this setup as it securely connects your SIP trunks to Microsoft Teams, ensuring smooth call flow, compatibility, and high-quality voice calls.

Together, they allow Teams users to make and receive external calls—just like with a traditional phone system, but over the internet. It’s a cost-effective and flexible solution for businesses wishing to use Teams as a complete phone system.

Learn more in our guide to Teams Direct Routing.

How SBCs Enable Teams Direct Routing

An SBC for Teams sits as a key component between MS Teams and your preferred carrier.

Here are the key functions of Direct Routing SBCs:

• Enabling SIP Trunking (Global Voice Integration) – SBCs allow Microsoft Teams to connect to SIP trunk providers globally. This flexible BYOC solution gives businesses more control over call costs and access global phone number coverage—while using MS Teams as their main communication platform.

• Advanced Routing Logic and Number Management – Direct Routing SBCs also give you access to advanced routing capabilities. You can configure routing rules based on various measures (e.g., user location, time of day), ensuring calls reach the right destination without any hassle. They also manage number formats and dial plans, ensuring that outbound and inbound calls are properly routed.

• International Caller ID Compatibility – SBCs can manage and maintain caller ID information across regions, ensuring that outbound calls from Teams display the correct international caller ID and inbound calls display the caller’s identity accurately.

• Normalizing Codecs and SIP Signaling – Different communication systems use different codecs (for audio compression) and SIP signaling protocols. An SBC for Teams translates and standardizes these protocols, allowing compatibility between Teams and external carriers for efficient call setup and call quality.

Benefits of Using an SBC with Direct Routing

An SBC for Teams Direct Routing unlocks multiple advantages beyond simply connecting calls. From lowering costs to ensuring security and supporting global scalability, an SBC adds the control and flexibility enterprises need to make Microsoft Teams a reliable telephony platform.

• Lower Costs for Global Calling – Reduce international and high-volume call costs by using your own SIP trunks instead of Microsoft’s per-minute Calling Plans.

• Greater Flexibility – Direct Routing SBCs offer greater flexibility than Operator Connect or Calling Plans by allowing you to connect with almost any SIP trunk provider worldwide. You can choose carriers based on cost, global coverage, or existing contracts to suit your specific needs.

• Hybrid & Legacy PBX Support – Use an SBC for Teams to keep existing PBX infrastructure while gradually migrating to Teams.

• Advanced Telephony Features – By integrating your desired telephony provider with MS Teams, your Teams users can access advanced features like smart call routing, IVR, call recording, outbound caller ID, and more.

• Smart Call Handling – High-call-volume businesses can use Direct Routing SBCs and advanced telephony features to prioritize call quality and routing control.

• Connect Global Teams with Local Numbers – Companies that operate globally can utilize international SIP trunks to offer local phone numbers worldwide. Provide local sales and support in 160+ countries.

Direct Routing vs Operator Connect vs Calling Plans:
Quick Overview

When evaluating MS Teams as a full telephony solution, businesses often compare Direct Routing, Operator Connect, and Calling Plans. Each option offers different levels of flexibility, coverage, and control.

The table below highlights the key differences to help you choose the approach that best fits your organization’s needs.

For enterprises that need maximum flexibility, cost efficiency, and true global coverage, Direct Routing with a certified SBC for Teams is often the best choice. It lets you bring your own carrier, leverage advanced routing, and scale voice service across 160+ countries with confidence.

Here’s a more detailed comparison: Direct Routing vs Operator Connect.

Achieve Global Connectivity with United World Telecom’s SBC & Teams Integration

For businesses seeking to optimize their Microsoft Teams investment and achieve comprehensive control over their voice communications, United World Telecom provides a robust MS Teams Direct Routing integration.

What You Get with United World Telecom:

• Certified SBC: Enjoy seamless Microsoft Teams Direct Routing with our certified SBC—guaranteeing secure, high-quality voice and full control over call flow, policies, and compatibility.
• Phone Number Coverage in 160+ Countries: Build a local presence worldwide with access to local, toll-free, and mobile numbers in 160+ countries—ideal for supporting global teams and customers while staying connected and compliant.
• Local Caller ID & Advanced Routing: Display a local caller ID to enhance pickup rates and manage your call flow with a routing strategy. Direct calls to the right department or team based on time of day and geographic location. Access 40+ features to manage inbound & outbound calling.
• 24/7 Global Support: Our dedicated team provides expert guidance on integrations and 24/7 global support, ensuring your communication infrastructure is always operational and any issues are swiftly handled, no matter where your teams are located.
• MS Teams Widget Softphone: Use our optional MS Teams Widget Softphone—an intuitive tool that enables click-to-call, call logs, and activity tracking right within Teams, for a hassle-free experience.

Looking to add global voice coverage to your Microsoft Teams setup?

Request a demo or contact our team to explore how United World Telecom can transform your MS Teams voice experience.

Your company’s sales representative dials an international lead, but the connection drops, and the response gets delayed. Meanwhile, one of your competitors implements cloud-based communication technology to close a deal. So, your competition might come out ahead when building a strong customer base.

Global sales teams are under pressure to deliver seamless buying experiences, respond instantly, and make data-driven decisions that lead to conversions. But without the right tools, inefficiencies creep in: disorganized call logs, delayed follow-ups, and missed opportunities.

This is where a reliable Salesforce telephony integration comes in. By connecting your phone system directly to Salesforce, your sales reps gain the ability to work faster, smarter, and more strategically.

The United World Telecom Salesforce integration goes beyond data and workflows—it brings true global voice communication directly into Salesforce. With our platform, your teams can make and receive calls worldwide, track conversations, and stay connected without leaving the CRM. This ensures every customer interaction is seamless, timely, and never missed.

In this article, we’ll cover:

• Why Sales Teams Need Salesforce Telephony Integration
• How Our Salesforce Phone Integration Improves Sales Efficiency
• How the Sales Team Can Close Deals Faster
• Why Choose United World Telecom

Why Sales Teams Need a Reliable Salesforce Telephony Integration

Salesforce is the world’s leading CRM, yet it wasn’t built for voice on its own. Without a telephony integration, agents waste time switching between apps, dialing manually, and updating call notes after the fact. These gaps slow down workflows and create missed chances to build relationships.

Accuracy, quickness, and smooth communication are essential for a successful sales team. Missed opportunities and delayed responses mean lost revenue.

A Salesforce phone integration is a robust solution (also referred to as Salesforce CTI) that allows sales teams to make and receive calls from within Salesforce, among other telephony features like click-to-call, call recording, call logging, and so on.

This integration gives sales managers detailed call performance data, which they may use to improve outreach strategies and increase conversions. Telephony integrations equip businesses with the tools to simplify sales workflows and improve customer interactions. Eventually, this helps them close more deals—faster.

How the United World Telecom Salesforce Phone Integration Enhances Sales Efficiency

A Salesforce phone integration transforms your CRM into a complete communication hub. By embedding global voice capabilities directly inside Salesforce, your teams can make and receive calls through a softphone app. This integration simplifies workflows, boosts productivity, and ensures every interaction is captured where it matters most.

With our Salesforce telephony integration, sales teams gain access to advanced features such as:

• Click-to-Call: Simplify your outbound calling efforts with a single click from within the Salesforce interface.
• Softphone: Get business-grade calling into Salesforce with no extra setup. Make and receive calls, choose your outbound caller ID, access voicemails, view call history, and transfer calls–keeping your teams connected and productive without leaving Salesforce.
• Call Logging: Add call notes and track conversations for better record-keeping.
• Call Pops (Screen Pop-Ups): Instantly access caller information and use it to prepare incoming calls.
• Transcription & Translation: Review call transcripts in the CRM to evaluate conversations and gain insights into customer sentiments and needs.
• Call Recordings: Access recordings within Salesforce for quality assurance and training.
• Data Synchronization: Automatically link all call details between Salesforce & United World Telecom platforms, ensuring data accuracy.

Beyond Salesforce, United World Telecom provides additional features accessible via its control panel:

• Local Caller IDs: Improve answer rates for outbound calls with familiar, location-based caller IDs.
• Call Routing: Optimize call distribution based on predefined rules to improve efficiency.
• Advanced IVR: Create intelligent call flows and routing based on business needs.
• AI Call Insights: Gain insights with sentiment analysis, call summaries, and searchable transcripts for better sales intelligence.
• Global Coverage: Access virtual numbers in over 160 countries for international reach.

With global voice coverage, inbound and outbound calling, advanced call management, and AI-powered insights, you can improve customer interactions and drive more sales efficiently.

Using the Salesforce Phone Integration to Close Sales Deals

The United World Telecom Salesforce phone integration transforms sales efforts for both local and global teams. It equips them with the tools needed to close deals quickly. Let’s focus on how managers and sales representatives might use this effective integration:

For Sales Managers

Sales managers need clear visibility into their team’s performance to drive consistent results. With our Salesforce phone integration, they can:

1. Monitor and Improve Team Performance

Sales managers can use call recordings and detailed analytics to strengthen team performance, pinpoint development areas, and offer targeted coaching.

2. Identify Winning Sales Strategies

Analyze successful call patterns and strategies to refine outreach approaches, helping the team create business strategies for consistent success.

3. Track Regional Trends

Managers can analyze call data by country, team, agent, or even keyword to compare performance across regions. For example, they can see how the APAC team stacks up against LATAM, or identify which new markets are responding most positively to recent outreach campaigns—ensuring strategies align with regional demand.

4. Ensure Compliance and Quality Assurance

Maintain accurate records of every sales interaction to ensure transparency and compliance. This will ensure that industry standards are followed and promote an accountable culture.

For Sales Agents

Sales agents are on the front lines of every customer interaction. They can manage calls and track customer interactions directly in Salesforce, helping them stay focused on high-value opportunities, such as:

1. Prioritize Leads Effectively

Sales agents can combine CRM call data with features like AI Call Insights and detailed interaction history to identify high-intent prospects. This ensures they spend less time chasing unqualified leads and more time engaging with those most likely to convert.

2. Personalize Sales Conversations

With detailed call history at their fingertips, agents can move beyond generic pitches and create truly personalized sales conversations. They can reference previous interactions, acknowledge customer preferences, and revisit past questions or objections. This context allows agents to focus on what matters most to the customer, build stronger rapport, and even anticipate needs by offering the best solutions.

3. Optimize Follow-Ups With AI Call Insights

With AI-powered call summaries and sentiment analysis, sales teams can capture the nuances of each interaction and use them to design follow-up strategies that truly resonate. Instead of sending generic reminders, agents can reference past discussions, address unresolved concerns, and improve pitches based on the customer’s sentiment.

4. Improve Response Time

By making calls directly from the Salesforce CRM with the click-to-call feature, agents save valuable time and can respond to inquiries as they come in. This simplifies workflows (no more manual dialing and call logging!) and boosts productivity. Faster responses build trust, demonstrate reliability, and give sales teams a competitive edge in closing deals.

Why Sales Teams Choose United World Telecom for Salesforce Telephony

When it comes to closing deals faster and managing global customer conversations, sales teams need more than just a phone system—they need a solution built for scale. The United World Telecom Salesforce phone integration empowers sales professionals with effortless inbound and outbound sales call management, practical insights, and worldwide coverage, making it the preferred choice for organizations that want every interaction to drive revenue.

Here’s why sales professionals prefer this integration:

Get the United World Telecom Salesforce Phone Integration Today

Transform your sales workflow in minutes. Setting up the United World Telecom Salesforce Phone integration is quick and easy. Simply get a business phone number and our Outbound Calling service. Then, activate the Salesforce phone integration from your control panel and install the app directly from the Salesforce AppExchange.

Connecting your phone system with Salesforce transforms your customer experience into one that is more seamless, responsive, and efficient. With a provider like United World Telecom, you also gain access to local numbers, powerful outbound tools, and in-depth analytics to elevate your strategy. The result? Better sales efficiency, stronger customer engagement, and faster deal closures.

So, are you ready to transform your sales process? Contact us today for a demo!

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.