Microsoft Operator Connect vs. Direct Routing: The Inside Story

The future of business phone systems is here, but which Teams Calling option is right for you?

The way businesses communicate is evolving. Traditional PBX systems and standalone VoIP services can no longer keep up with remote work, hybrid teams, and the demand for seamless collaboration.

Many organizations start with Microsoft Calling Plans, but quickly realize they lack flexibility, global reach, and advanced call routing features. That’s where Operator Connect and Direct Routing come in.

Both allow businesses to make and receive PSTN (Public Switched Telephone Network) calls within Teams, but the right choice depends on your organization’s needs.

• Operator Connect is a carrier-managed solution that makes setup easy but limits customization.
• Direct Routing offers full control over call routing, security, and providers, but requires more infrastructure and IT involvement.

Understanding the differences between Operator Connect and Direct Routing is crucial for businesses that need a scalable, compliant, and cost-effective Teams Calling solution.

In this post, we’ll compare Operator Connect vs. Direct Routing, covering:

• Ease of setup, infrastructure requirements, and cost
• Security, compliance, and business continuity considerations
• Which solution is best for SMBs, enterprises, and regulated industries
• A side-by-side comparison of key features and limitations

By the end, you’ll know which Microsoft Teams Calling option is right for your business—and how to get started.

High-Level Comparison: Why Operator Connect & Direct Routing Matter

Both Operator Connect and Direct Routing allow businesses to enable PSTN calling in Microsoft Teams, but they cater to different needs.

• Operator Connect is carrier-managed, making it easier to set up with limited customization.
• Direct Routing is highly customizable but requires more infrastructure, expertise, and setup.

Here’s a quick comparison:

Operator Connect vs. Direct Routing: Key Differences

Next, let’s break down these differences in detail.

Understanding Your Microsoft Teams Calling Plan Options

Before choosing Operator Connect or Direct Routing, it’s important to understand all three Teams Calling options:

1. Microsoft Calling Plans (For Small Businesses & Basic Users)

• Microsoft acts as your carrier—no third-party provider required.
• Simple setup, but limited flexibility & global coverage.
• Best for small businesses with basic calling needs.

2. Operator Connect (For Businesses That Want a Carrier-Managed Solution)

• Carrier provides and manages phone numbers & call routing.
• Easier to set up than Direct Routing, but less customizable.
• Best for mid-sized businesses that want simplicity & control.

3. Direct Routing (For Enterprises & Highly Regulated Industries)

• Use your own telecom provider & manage call routing.
• Requires an SBC (Session Border Controller) for security & compliance.
• Best for large enterprises, call centers, & regulated industries.
• NOTE: For government agencies and Department of Defense contractors, you will need GCC High Direct Routing for a higher level of security and performance.

If you need basic calling, Microsoft Calling Plans may be sufficient. However, if you require carrier flexibility, global reach, or advanced call routing, Operator Connect or Direct Routing are better choices.

Advanced Features & Limitations of Each Option

Operator Connect Advanced Features

• Carrier-Managed SBC – The telecom provider manages your Session Border Controller (SBC), reducing IT workload.
• API Integrations for Automation – Some providers offer API-based call automation.
• Limited Call Routing Options – Basic call routing is available, but lacks custom dial plans & SIP trunking.

Direct Routing Advanced Features

• SIP Trunking Integration – Businesses can connect existing SIP trunk providers to Teams.
• Custom Dial Plans & Call Routing – Advanced routing for multi-location enterprises.
• Survivability – Local SBCs ensure calls continue working even during Microsoft Teams cloud outages.

Verdict: Operator Connect is easier to manage, but Direct Routing offers more advanced capabilities for businesses needing custom call routing, integrations, and failover protection.

Security, Compliance & Disaster Recovery Considerations

Security & Compliance Differences

For industries like finance, healthcare, and government, Direct Routing is the better choice since businesses can define their own security policies & compliance measures.

Business Continuity & Disaster Recovery

One of the biggest differences between Operator Connect and Direct Routing is business continuity:

• Operator Connect relies entirely on Microsoft’s cloud infrastructure—if Teams goes down, so does your phone system.
• Direct Routing allows for survivability, meaning if Microsoft Teams experiences downtime, businesses can still make calls through local SBC failover.

Verdict: If business continuity is a priority, Direct Routing is the better choice.

Choosing Between Operator Connect & Direct Routing: Which One is Right for You?

Operator Connect vs. Direct Routing – Which Is Right for Your Business?

Microsoft Operator Connect is a game-changer for businesses looking to enable PSTN calling in Microsoft Teams without the complexity of Direct Routing. With carrier-managed infrastructure, easy scalability, and enhanced security, it offers the perfect balance between Microsoft Calling Plans and Direct Routing.

Choose Operator Connect if…you want a streamlined, carrier-managed Teams Calling solution.

Choose Direct Routing if…you need full control over your telecom provider and call routing.

Whether you are considering Operator Connect or Direct Routing for Microsoft Teams, Atlantech Online can help. As a certified Microsoft Teams Calling provider, we offer seamless integration, number porting, and expert support.

Get a free quote for Microsoft Operator Connect or Direct Routing and take the next step in modernizing your business communication.