Microsoft Teams Direct Routing vs Operator Connect in 2026

Microsoft Teams Direct Routing vs Operator Connect in 2026

Microsoft Teams is not limited to chat, meetings, and collaboration. It can also be used as a full business phone system, allowing users to make and receive external phone calls on their business numbers, directly from the Teams app. To connect Microsoft Teams to the public telephone network, two main options exist: Direct Routing and Operator Connect. Both serve the same purpose, enabling inbound and outbound calls, but they differ in how the telephony connection is delivered and managed.

What is Microsoft Teams Direct Routing and Operator Connect?

Direct Routing allows Microsoft Teams to connect to the public telephone network using a certified session border controller (SBC). This connection links Teams to one or more SIP trunk providers, enabling users to place and receive calls on geographic, mobile, or service numbers directly from Teams.
This model is commonly used by organizations that require advanced call routing, existing telephony integrations, or international number management. It is also well suited for businesses that want to keep control over their voice architecture while using Teams as the user interface.
Operator Connect does not introduce a higher level of telephony functionality compared to Direct Routing. Its main difference lies in where administration takes place. Number assignment and basic calling configuration are handled inside the Microsoft Teams admin center, while the telecom operator remains responsible for providing and billing the fixed line telephony service. The underlying goal is the same as with Direct Routing: enabling users to make and receive external phone calls in Microsoft Teams.

Advantages and disadvantages of Direct Routing

Advantages

Direct Routing offers a high level of flexibility and control. It allows organizations to choose their telephony operator freely, combine multiple carriers, and design advanced call routing logic. This makes it well suited for international deployments, complex dial plans, and environments where Microsoft Teams must integrate with existing PBXs, contact centers, or analog devices.
It also provides long-term cost control. By separating Microsoft licensing from telephony usage, organizations can adapt their setup as call volumes, countries, or business requirements evolve.

Disadvantages

Direct Routing is often perceived as complex because it relies on a session border controller and voice-specific configuration. When this infrastructure is self-managed, it requires telephony expertise, monitoring, and operational processes.
In practice, customers never experience this complexity. The telecom operator handles the management, monitoring, and provisioning of the SBC through a fully automated and fully managed service.

Advantages and disadvantages of Operator Connect

Advantages

Operator Connect centralises number assignment and basic telephony settings inside the Microsoft Teams admin center. This removes the need to access a separate telecom portal for day-to-day user assignment.
The telecom provider still delivers and bills the PSTN service, which means the customer does not operate the voice infrastructure themselves.

Disadvantages

Operator Connect is often presented as simpler because configuration happens inside Microsoft Teams. In reality, Microsoft Teams telephony is not intuitive and requires specific know-how. Administrators must still understand voice policies, dial plans, number assignment logic, emergency calling, and user modes. The learning curve remains steep, regardless of where the configuration takes place.
In addition, Operator Connect does not reduce architectural complexity, it only relocates it. Call routing, resiliency, geographic constraints, and service limitations are defined by the operator and Microsoft’s framework, leaving less room to adapt the setup to real-world business requirements.
Finally, flexibility is limited. Advanced routing scenarios, hybrid environments, multi-operator strategies, or integration with existing telephony systems are harder or impossible to achieve compared to Direct Routing.

Pricing reality: Direct Routing vs Operator Connect

From a pricing perspective, there is no fundamental difference between Direct Routing and Operator Connect. Both models require the same core elements and follow the same commercial logic.
In all cases, Microsoft licenses are billed separately. Users still need Microsoft 365 and a Teams Phone license, regardless of how Teams is connected to the public telephone network.
Telephony itself is always provided by a telecom operator. Whether you choose Direct Routing or Operator Connect, you will receive a bill from a telco for phone numbers, call usage, and related services. Pricing is not displayed in Microsoft Teams and must be requested directly from the operator. This usually involves a commercial discussion, identity and compliance checks, and entering into a contract under the operator’s terms and conditions.
Operator Connect is sometimes perceived as clearer or more packaged. In practice, pricing is not standardised. Each operator defines its own prices, bundles, notice periods, and conditions. The evaluation effort remains the same as with any other telephony service.
It is also worth noting that Operator Connect often relies on centralised aggregation platforms between the operator and Microsoft. These additional layers can increase costs which are typically passed on to the customer and even add network latency. As a result, Operator Connect frequently ends up being more expensive than Direct Routing, especially for larger deployments, international use, or higher call volumes.
In summary, Operator Connect does not simplify pricing or reduce the number of suppliers involved. It changes the technical integration model, but the commercial structure remains largely identical.

Why Direct Routing remains the reference model for Microsoft Teams telephony in 2026

Direct Routing and Operator Connect both enable external calling in Microsoft Teams, but Direct Routing continues to be the preferred model for organisations that value flexibility, cost control, and long-term scalability. When delivered as a fully managed service, Direct Routing does not expose customers to telephony infrastructure or operational complexity. The session border controller, routing, security, monitoring, and lifecycle management are handled by the operator, while administrators focus on user enablement in Microsoft Teams.
With this approach, a Microsoft 365 or Teams tenant can be connected to a managed Direct Routing platform in less than 15 minutes. This combines the architectural freedom of Direct Routing with the simplicity often associated with Operator Connect, without introducing additional commercial layers or usage constraints.

Talk to an expert

Speak directly with our experts who are ready to provide insights and answers.

TLDR: Microsoft Teams Direct Routing vs Operator Connect in 2026

  • Microsoft Teams can function as a complete business phone system, allowing users to make and receive external calls
  • Two main options connect Teams to the public telephone network: Direct Routing and Operator Connect
  • Direct Routing advantages:
    • Offers high flexibility and control
    • Allows choice of telephony operators and multiple carriers
    • Supports advanced call routing and integration with existing systems
    • Provides better long-term cost control
    • Any complexity is typically managed by the telecom operator
  • Operator Connect advantages:
    • Centralizes number assignment in the Teams admin center
    • Eliminates need for separate telecom portal access
    • Telecom provider still manages PSTN service
  • Operator Connect disadvantages:
    • Microsoft Teams telephony remains complex regardless of configuration location
    • Less flexibility for advanced scenarios or multi-operator strategies
    • Often more expensive due to additional aggregation layers
  • Pricing reality: Both options require Microsoft 365 and Teams Phone licenses, plus separate billing from a telecom operator
  • Direct Routing remains the preferred model in 2026 for organizations valuing flexibility, cost control, and scalability
  • A Microsoft 365 tenant can be connected to managed Direct Routing in under 15 minutes
Updated on 2026-01-05