Operator Connect vs Direct Routing
Microsoft Teams offers two primary ways to enable PSTN calling: Operator Connect and Direct Routing. Each has distinct characteristics suited to different organizational needs. Never Busy supports both deployment models, allowing you to choose the approach that fits your environment.
What is Operator Connect?
Operator Connect is a carrier-managed solution where the telephony provider handles the connection between Microsoft Teams and the public telephone network (PSTN). Configuration is done through the Teams Admin Center, with no on-premises infrastructure required.
What is Direct Routing?
Direct Routing connects your own telephony infrastructure (via a Session Border Controller) to Microsoft Teams. This provides maximum flexibility and control over call routing, but requires more expertise to deploy and maintain.
Comparison Table
| Criteria | Operator Connect | Direct Routing |
|---|---|---|
| Setup complexity | Low — managed through Teams Admin Center | Higher — requires SBC configuration |
| Time to deploy | Days | Weeks to months |
| Infrastructure required | None (carrier-managed) | Session Border Controller (SBC) |
| IT expertise needed | Basic Teams administration | Telecom and networking expertise |
| Call routing flexibility | Standard routing options | Full control over call flows |
| Legacy PBX integration | Limited | Full support |
| Multi-carrier support | Single carrier per tenant | Multiple carriers possible |
| Best for | Growing teams, quick deployment | Complex enterprise environments |
When to Choose Each
Choose Operator Connect when:
- • You need to deploy quickly
- • You don't have telecom infrastructure expertise
- • You prefer carrier-managed quality and support
- • Your routing requirements are straightforward
Choose Direct Routing when:
- • You need complex call routing
- • You're integrating with legacy PBX systems
- • You want to use multiple carriers
- • You have in-house telecom expertise
Frequently Asked Questions
Can I use both Operator Connect and Direct Routing?
Yes. Hybrid deployments are possible, where some users are on Operator Connect and others on Direct Routing. This allows phased migrations or regional flexibility.
Which is more cost-effective?
It depends on your scale and requirements. Operator Connect typically has lower upfront costs, while Direct Routing may offer savings at scale if you already have telecom infrastructure.
Can I switch from one to the other?
Yes. Many organizations start with Operator Connect for speed and migrate to Direct Routing as their needs evolve. Number porting between the two is supported.
Does Never Busy support both?
Yes. Never Busy is certified for Operator Connect and also supports Direct Routing deployments. The platform features (SMS, AI Voice Agents, Call Trust) work with both.
What is an SBC?
A Session Border Controller (SBC) is a network device that manages voice traffic between your network and the PSTN. It handles security, interoperability, and quality of service for Direct Routing.