Operator Connect vs Direct Routing: Which Microsoft Teams Telephony Solution Suits Your Organisation Best?
As businesses across Australia look for more efficient and scalable communication solutions, Microsoft Teams has emerged as a top contender. Packed with collaboration features and boasting the power of the Microsoft 365 ecosystem, Teams also provides telephony services that can replace or complement traditional phone systems. Two of the most popular ways to enable external calling in Microsoft Teams are Direct Routing and Operator Connect. Both offer distinct advantages, and understanding these differences can help you decide which option best serves your organisation’s needs.
Understanding Direct Routing
Direct Routing allows organisations to connect their chosen Session Border Controller (SBC) and telephony provider to Microsoft Teams. Essentially, this means you can use your preferred carrier or SBC infrastructure and integrate it directly with Teams to manage inbound and outbound calls.
- Flexibility and Control
One of Direct Routing’s primary attractions is the high degree of flexibility it offers. You can choose from a range of providers, which helps you negotiate better rates and tailor solutions to suit your requirements. Additionally, if you already have an on-premises PBX system or an existing SIP trunk, Direct Routing makes it easier to bring these assets into the Microsoft Teams environment with minimal disruption. - Customisation
Because it involves configuring SBCs to integrate with Teams, Direct Routing allows for a bespoke approach. You can customise routing rules, choose your desired carrier, and even blend traditional telephony infrastructure with cloud-based services. This is particularly beneficial for large or complex organisations that require specific call flow scenarios or operate across multiple sites. - Technical Complexity
The flip side of this flexibility is increased technical complexity. Configuring SBCs and ensuring compatibility with Microsoft Teams requires in-house expertise or a trusted external partner. For smaller businesses, this might be a barrier, as the setup and ongoing management can require dedicated technical resources.
Understanding Operator Connect
Operator Connect is a more recent addition to the Microsoft Teams telephony landscape, introduced as a simplified alternative to Direct Routing. Here, Microsoft Teams integrates directly with participating telecom carriers through the Microsoft Teams Admin Centre. In other words, the carrier manages the telephony infrastructure so your organisation doesn’t have to.
- Simplicity and Speed
Because Operator Connect is managed within the Teams Admin Centre, setup is significantly streamlined. You select an approved telecom carrier, and that carrier handles the backend infrastructure. For organisations that want to avoid complex SBC configurations, Operator Connect dramatically shortens your deployment timeline and simplifies ongoing maintenance. - Carrier Partnerships
Microsoft has partnered with a number of carriers to ensure reliable voice services. In Australia, major telecommunications providers are jumping on board, offering competitive packages for calls and associated services. By selecting a Microsoft-approved carrier, you benefit from seamless integrations and fewer potential compatibility issues. - Reduced Control and Customisation
While Operator Connect’s simplicity is appealing, it also means you relinquish some control. You are limited to carriers that partner with Microsoft, and you may lose some opportunities for granular customisation. If your organisation requires advanced configurations, Direct Routing may still be the better choice.
Key Considerations for Australian Organisations
- Geographical Coverage
Australia’s diverse geography can present unique challenges for telephony solutions. Ensure the carrier you choose (whether through Direct Routing or Operator Connect) offers solid coverage, particularly if you have locations in regional or remote areas. Direct Routing may offer more flexibility here, especially if you already have established relationships with multiple local providers. - Cost Analysis
Direct Routing can often provide cost benefits, particularly if you have significant call volumes or existing contracts with a favourable rate. However, if your organisation prioritises minimal setup and faster deployment, Operator Connect might outweigh any marginal cost difference, as you could save time and labour on technical configuration. - Future Growth
Consider your growth plans. If you anticipate rapid expansion, the plug-and-play nature of Operator Connect can be advantageous, letting you quickly add lines without extensive technical work. Conversely, if you foresee complex call flows or require a high level of control, Direct Routing’s customisation options will serve you better in the long run. - Support and Expertise
Direct Routing typically requires ongoing support to ensure SBCs and call flows continue functioning optimally. Operator Connect, on the other hand, offloads most of the technical legwork to the carrier. Weigh your internal capabilities and technical resources when making your choice.
Conclusion
Choosing between Direct Routing and Operator Connect ultimately comes down to your organisation’s needs, technical capabilities, and growth strategy. Direct Routing offers flexibility, customisation, and potential cost savings—particularly for businesses with complex requirements. Operator Connect, meanwhile, provides a more straightforward, less resource-intensive approach that suits organisations seeking quick deployment and robust carrier-supported solutions.
By carefully considering factors such as geographical coverage, cost, future scalability, and your internal expertise, you can confidently select the telephony path that aligns best with your Australian organisation’s communication goals. Whichever route you choose, integrating telephony with Microsoft Teams can streamline collaboration, boost productivity, and help your business stay connected in an ever-evolving digital landscape.
Explore Our Solutions
TeamsCall Direct
A Cloud-Based Phone System that can replace your current, dated Telephony with improved functionality at an affordable price!
TeamsCall Connect
The TeamsCall Connect serves as an exclusive extension for Microsoft Office 365, enabling seamless integration of any current PBX Phone System into Microsoft Teams.