As Microsoft Teams becomes fundamental to business communication strategies, companies face choices on how to connect Teams to their telephony systems. Microsoft offers two primary solutions: Direct Routing and Operator Connect.
While both options enable users to make and receive calls in Teams, each brings distinct technical advantages and limitations. We’ll dive into the differences, from technical setup to pricing and flexibility, to help you decide which solution best meets your needs.
Direct Routing allows businesses to connect their own Session Border Controllers (SBCs) to Teams. By selecting a third-party provider, organizations have full control over their telephony infrastructure and provider relationships, while still leveraging the power of Teams for unified communications.
Advantages of Direct Routing:
Customizability: Direct Routing offers extensive customization options, allowing for tailored call flows, integrated contact centers, and specific compliance requirements.
Global Reach: Businesses can choose providers who offer extensive international coverage, often at a lower cost than Microsoft’s direct services.
Carrier Flexibility: Direct Routing allows organizations to select and maintain relationships with multiple carriers, providing flexibility and potential cost savings.
Pros of Direct Routing:
- Highly customizable and flexible.
- Extensive international and domestic carrier options.
- Control over telephony infrastructure
- Cost-effective for companies with existing telephony relationships.
Cons of Direct Routing:
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Requires technical expertise for setup and management.
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Higher initial setup costs due to SBC implementation.
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Ongoing maintenance and monitoring required.
Operator Connect is a streamlined, carrier-managed solution that connects Teams directly to an Operator (carrier) via Microsoft’s network, with the entire process managed in the Teams admin center. With pre-integrated carriers, businesses can deploy calling plans with minimal technical involvement.
Advantages of Operator Connect:
Simplified Setup: Operator Connect offers a user-friendly interface for setup, making it ideal for businesses that lack extensive IT resources.
Carrier Integration in Teams Admin Center: Manage carrier selection, assign phone numbers, and track usage all within the Teams admin portal.
Service-Level Agreements (SLAs): Most Operators in the Operator Connect program offer specific SLAs, ensuring high availability and quality.
Pros of Operator Connect:
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Quick and easy deployment without deep technical knowledge.
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Unified management within Teams admin portal.
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Carrier-managed services, reducing maintenance requirements.
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SLAs offered by carriers for uptime and call quality.
Cons of Operator Connect:
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Limited customization options.
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Fewer carrier choices compared to Direct Routing.
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Higher monthly costs for larger organizations.
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Dependency on the selected Operator’s coverage.
Pricing Comparison: Direct Routing vs. Operator Connect
Direct Routing
Pricing with Direct Routing varies by provider, and costs are usually lower when companies manage their carrier relationships. However, there are upfront expenses for setting up SBCs and potential ongoing maintenance costs. For large businesses with high call volumes, this is typically a more economical solution.
Operator Connect
Operator Connect simplifies billing as a single service from the Operator but tends to come with higher monthly fees. This solution may be more costly over time for high-volume organizations, though it’s often competitively priced for SMBs needing streamlined service with less overhead.
Flexibility and Customization
Direct Routing
If your organization requires custom call routing, complex call flows, or integration with specialized services, Direct Routing is ideal. This approach provides flexibility to layer in contact center solutions, third-party applications, and compliance protocols.
Operator Connect
Operator Connect is less flexible due to its managed nature, making it better suited for businesses needing standard telephony functions without additional complexities.
Onboarding Experience
Direct Routing
Onboarding with Direct Routing typically requires several steps: procuring an SBC, configuring Teams policies, and establishing connections with third-party carriers. This process often involves technical expertise, but some providers offer managed services for setup.
Operator Connect
Operator Connect onboarding is streamlined, requiring minimal configuration within the Teams admin center. IT teams can select an Operator from a pre-integrated list and assign phone numbers, allowing businesses to go live quickly.
Operator Connect offers a faster, simpler onboarding experience, ideal for smaller organizations or those without deep IT resources. Direct Routing, while more complex, grants flexibility that larger enterprises with diverse needs may prefer.
Integration Options
Direct Routing
Integrates well with various third-party systems, including contact centers, analytics, compliance solutions, and CRM platforms. Customizable routing options and advanced integrations make it the best choice for enterprises with complex needs.
Operator Connect
Integration is limited to standard calling functions within Teams. It is generally suitable for organizations looking for a straightforward, “plug-and-play” experience without extra customization.
Choosing the Right Solution
Choose Direct Routing if:
- Your organization needs high flexibility, complex call routing, or third-party integrations.
- You already have relationships with carriers and want to control costs.
- You have an IT team capable of managing telephony infrastructure.
Choose Operator Connect if:
- You prioritize a quick, straightforward setup.
- You’re a small to mid-sized business without significant telephony complexity.
- You want carrier-managed services and SLAs for reliability.
At UCC Networks, we specialize in helping organizations determine the right solution based on their unique needs. Whether you’re leaning toward the flexibility of Direct Routing, or the simplicity of Operator Connect, we provide expert guidance, setup, and ongoing support. Contact us today to explore the best fit for your Microsoft Teams environment!
Both Microsoft Teams Direct Routing and Operator Connect are excellent options for enabling Teams as a telephony platform, but they cater to different organizational needs. Direct Routing is ideal for enterprises that demand flexibility, customization, and control over carriers. In contrast, Operator Connect is a streamlined, low-maintenance solution perfect for organizations wanting rapid deployment with minimal involvement.
