Operator Connect vs. Direct Routing: Which is Right for You?
Microsoft Teams has revolutionised workplace collaboration, but to unlock its full potential as a business phone system, it must connect to the Public Switched Telephone Network (PSTN). Two primary methods for this are Operator Connect and Direct Routing. While both enable external calling from Teams, they differ in management, deployment, and scalability.
CallTower offers both solutions, but for most organisations, Operator Connect is the superior choice due to its seamless integration, simplified administration, and enhanced reliability. However, Direct Routing remains essential for specific use cases, such as government clients in GCC High environments. This guide compares the two options to help you choose the right solution for your business.
What is Operator Connect for Microsoft Teams?
Operator Connect is a cloud-native solution that enables PSTN calling in Microsoft Teams with minimal effort. It creates a direct connexion between Microsoft’s network and approved telecom operators like CallTower. This simplifies acquiring phone numbers and managing your phone system directly within the Microsoft Teams Admin Center.
Think of it as a plug-and-play solution for Teams voice. Instead of complex backend configurations, you simply select CallTower as your provider, assign numbers to users, and start making calls—all managed through a familiar interface.
Key Benefits of Operator Connect
1. Simplified Management and Deployment
- Direct integration with Microsoft Teams streamlines administration.
- Manage phone numbers, users, and policies directly in the Teams Admin Center.
- No need for hardware like Session Border Controllers (SBCs) or complex PowerShell commands.
- Faster deployment—get your team up and running in hours, not days.
2. Enhanced Reliability and Call Quality
- Direct, managed connexion between CallTower and Microsoft ensures:
- Higher reliability.
- Superior call quality.
- Fewer dropped calls and less jitter.
- Shared Service Level Agreement (SLA) between Microsoft and CallTower ensures a resilient network.
3. Cost-Effective and Scalable
- Eliminates the need for on-premises hardware and specialised IT staff.
- Easily scale by adding users and phone numbers directly in Teams.
- Ideal for businesses of all sizes.
What is Direct Routing for Microsoft Teams?
Direct Routing is the original method for connecting Microsoft Teams to the PSTN. It offers flexibility by allowing organisations to use virtually any approved telecom provider and connect them to their Microsoft 365 tenant via a certified Session Border Controller (SBC).
This approach provides granular control over telephony infrastructure but introduces complexity. Organizations are responsible for procuring, deploying, and managing the SBC, which acts as the bridge between the provider’s network and Microsoft Teams.
When is Direct Routing the Right Choice?
1. Specialized Government Environments (GCC High)
- For government contractors and agencies in GCC High, security and compliance are critical.
- Microsoft restricts Operator Connect in these environments, making Direct Routing the only approved method for PSTN calling.
- CallTower specialises in compliant Direct Routing solutions for GCC High clients.
2. Complex, Hybrid Deployments
- Ideal for organisations with legacy PBX systems or multi-vendor communication environments.
- Supports gradual migrations and integrations with analogue devices, third-party platforms, or on-premises systems.
3. Geographies Without Operator Connect Coverage
- In regions where Operator Connect providers are unavailable, Direct Routing allows businesses to connect with local carriers.
Operator Connect vs. Direct Routing: A Side-by-Side Comparison
| Feature | Operator Connect | Direct Routing |
|---|---|---|
| Management Interface | Microsoft Teams Admin Center | Requires SBC management and PowerShell |
| Infrastructure | Fully cloud-based; no on-prem hardware | Requires customer-managed or hosted SBC |
| Deployment Speed | Fast; can be set up in hours | Slower; requires SBC configuration |
| Technical Expertise | Minimal; managed within Teams | Requires specialised telephony expertise |
| Best For | Most businesses seeking simplicity | GCC High or complex needs |
| Reliability | Enhanced; direct peering with Microsoft | High, but depends on SBC configuration |
| Customization | Standardized, streamlined experience | Highly customizable for complex setups |
Why CallTower Recommends Operator Connect
For most businesses, Operator Connect is the clear winner. It simplifies administration, ensures high reliability, and lowers costs. By handling the technical complexities, CallTower empowers IT teams to focus on strategic initiatives instead of telephony maintenance.
However, Direct Routing is essential for specialised needs, such as GCC High environments or complex integrations. CallTower’s expertise ensures businesses can leverage the right solution for their unique requirements.
Making the Right Choice for Your Organization
Choosing between Operator Connect and Direct Routing depends on your needs:
- Choose Operator Connect if you prioritise ease of use, rapid deployment, and a reliable, cost-effective phone system integrated into Teams.
- Choose Direct Routing if you operate in specialised environments like GCC High, require deep integration with legacy systems, or have unique routing needs.
CallTower is one of the few providers globally offering both solutions. We can help you assess your requirements and guide you to the platform that best aligns with your business goals, ensuring you unlock the full power of voice in Microsoft Teams.