Operator connect vs direct routing

Microsoft Teams has become a fairly common tool in hybrid workplaces. The service has primarily been used for internal communication but also offers the ability to make external calls.

To call externally through MS Teams, you need to be connected to the public telephone network or use IP telephony. And of course, there’s more than one way to do it.

You can choose between Calling Plan, Direct Routing, Direct Routing as a Service (DRaaS), and Operator Connect.

In this post, we’ll go through what sets these options apart, how they actually work, and what alternatives exist.

Let’s dive in!

How does a Calling Plan work?

A Calling Plan means you buy your phone number directly from Microsoft, giving you access to a plan that allows external calls.

It’s suitable for companies that don’t need advanced telephony features but just want to make and receive calls.

Pros and cons of Calling Plan:

✅ Easy to get started

❌ Lacks advanced telephony features

❌ All number management is handled by Microsoft

What is Direct Routing?

Direct Routing lets you make and receive calls through Microsoft Teams by connecting the platform to the public telephone network (PSTN) via an approved partner.

With Direct Routing, your company can integrate its existing PBX with Microsoft Teams.

You’re in the driver’s seat — you can configure and support the connection as you like. You can even connect your own SIP trunks from your provider and get a full end-to-end solution (E2ES).

All of this works through a Session Border Controller (SBC) — which you’re responsible for setting up, troubleshooting, and maintaining. So, if the audio codec acts up… that’s on you.

As the saying goes:

With great power comes great responsibility.

Licenses for Direct Routing

To use Direct Routing, you need the right licenses.

If you have E1 or E3 licenses, you’ll need to add Phone System to all users.

If you have E5, it’s included.

Pros and cons of Direct Routing:

✅ Integrate your existing PBX for more functionality

✅ Full ownership and control

❌ Requires high technical expertise due to complex setup

❌ Internal troubleshooting for SBC issues

❌ License requirements

What is Direct Routing as a Service (DRaaS)?

Not everyone has the knowledge or resources to manage their own SBC. That’s why some service providers offer Direct Routing as a Service.

This means the provider handles setup, ensures call quality, and gives you a simple interface to manage users and numbers.

So, you skip the responsibility — and the potential headaches — that come with Direct Routing.

However, since DRaaS is managed by a third party, the administrative part isn’t integrated into Microsoft Teams.

Pros and cons of DRaaS:

✅ No setup or maintenance required

✅ Option for PBX functionality

✅ Relatively quick to get started

❌ Administration split between Teams and a third-party portal

❌ More expensive due to service fees

What is Operator Connect?

Operator Connect can best be described as a new version of DRaaS — where certified operators have integrated their telephony directly into Microsoft Teams.

You can think of it as Microsoft certifying certain telecom operators to make their services easier to access for customers.

Unlike DRaaS, you manage numbers and users directly inside Teams Admin Center, instead of a third-party portal.

Operator Connect requires the Phone System license for all users and is easy to roll out.

The key difference? The admin experience is simpler, but the functionality is more limited — classic mass production.

Pros and cons of Operator Connect:

✅ Simple setup

✅ All administration in one place

✅ Operator ensures QoS, SLA, and voice quality

❌ May require additional licenses depending on base plan

❌ Locked to certified providers

❌ Some operators charge extra for mobile line status

Direct Routing vs. Operator Connect

At first glance, they might look similar — both allow you to choose your operator and make external calls in the Teams client.

With Operator Connect, you manage everything inside Teams Admin Center.

With Direct Routing, you manage it through a third-party portal.

Microsoft Direct Routing:

• Flexible environment managed by you or your provider (if DRaaS)
• Wider choice of operators than Operator Connect
• Supports integrations like call statistics, call recording, and contact center functionality
• Full responsibility for your SBC or option to outsource it

Microsoft Operator Connect:

• Fewer connected operators to choose from
• Managed entirely in Teams Admin Center
• No need for DevOps or advanced IT knowledge
• You can switch operators when needed (depending on contract terms)

What matters most for the customer?

Good question — and yes, it’s rhetorical. It all depends on what truly matters to you and your company.

Is it easy license management, simple administration, PBX functionality, or just the ability to make and receive calls?

Each option offers some flexibility, but depending on how advanced your PBX is, Microsoft Teams might not support all your needs.

And let’s be honest — this is, like many things, a hype. Not a fad, but a hype.

Many companies rushed into Microsoft Teams because they were “a hybrid workplace.” Then the next thing came along — integrated telephony.

But at what cost?

If you haven’t yet figured out why you need it, now’s the time.

The most requested feature today is something as simple as line status.

So, is it really worth paying for extra licenses just for that?

I can’t answer that — but I can tell you about a simpler way.

lynes and Teams

We almost fell for the hype ourselves and considered integrating our telephony into Teams.

But in the end, we realized we didn’t want to water down our service by handing off the telephony to another app.

With lynes as your business phone system, you get a free Teams integration that constantly syncs and mirrors your line status — in both directions.

That means:

• Your mobile shows as busy when you’re in a Teams meeting
• Your Teams status turns red when you’re on a phone call (mobile or desktop)

Our integration solves the main problem most companies are looking to fix.

Plus, our customers can choose between Telia, Telenor, Tre, Tele2, or our own subscriptions.

Pros and cons of lynes:

✅ No additional licenses required

✅ Line status sync between lynes and Teams

✅ Full PBX functionality

❌ Two different apps

Don’t get caught up thinking you have to integrate telephony into Teams just because everyone else is doing it. Who knows — maybe you don’t even need it?

Either way, I wanted to show that there are simple, moderately complex, and very advanced ways to integrate telephony with Microsoft Teams.

Get in touch — and we’ll show you the easiest way to do it!

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