Microsoft Operator Connect vs Direct Routing

Now with around 280 million monthly active users, Microsoft Teams is the number one technology for companies transitioning to an age of hybrid work. 

Microsoft Teams has emerged as more than just a tool for collaboration – it’s a service enabling exceptional UCaaS functionality and even features for contact centre management. 

However, for Microsoft users to unlock all the advantages Teams offers, they need the correct telephony solution. Fortunately, Microsoft offers a range of ways to connect to the Microsoft Phone System (the Microsoft Cloud PBX). You can either use a Microsoft Calling Plan, implement Direct Routing, or bring your own carrier with Operator Connect.

For many people wanting to take a more flexible approach to Microsoft Teams calling, Direct Routing and Operator Connect can seem like very similar solutions by maintaining their own chosen voice provider. Today, we will look at how they differ and how you can choose the right option for your needs.

Watch our video explainer with leading experts

Microsoft Phone Systems: Your Options

To perform as a complete UCaaS solution, Microsoft Teams needs access to the Microsoft Phone System. The Microsoft group have their solution for this in the form of Microsoft Calling Plans – offered on a per-user, per-month basis. TheCalling Plans include a selection of minutes for outbound calls and a phone number for inbound calls. While Microsoft’s calling plans allow companies to leap into cloud-based telephony quickly, they have their negative points.

Microsoft’s calling plans aren’t the most cost-effective options for companies with specific demands. Direct routing solutions and alternatives often tend to be more flexible. Additionally, there’s limited support available for organisations with complex requirements.

To give Teams’ users more freedom, Microsoft introduced both Direct Routing and Operator Connect to allow customers to choose their providers.

• Operator Connect: Announced at the Ignite conference, Operator Connect is a solution within the Teams Operator Console that allows customers to directly configure their services from several providers, including Intrado, BT, Orange Business Services, NuWave, Verizon, T-Mobile, and many others
• Direct Routing: Now available from a wide variety of UCaaS companies, direct routing solutions allow Microsoft Teams users to make calls, access UCaaS features, and unlock new functionality within the Teams client.

So, what makes these two offerings so fundamentally different?

What is Direct Routing for Microsoft Teams?

Direct Routing allows users to make and receive calls on Microsoft Teams by linking the platform with the PSTN (Public Switched Telephone Network) through an approved partner. You can call anyone with this service, regardless of whether they have Microsoft Teams.

Direct Routing provides businesses with the flexibility to integrate their existing telephony solution with Microsoft Teams. It also allows for integrating various other critical communication functions, like SBC technology and call centre technology.

Compared to Operator Connect, Direct Routing offers a little more flexibility, making it a good choice for companies with complex communication providers.

Organisations can source SIP trunks from carriers or use managed service providers to get a more end-to-end solution. The direct routing offering allows organisations to configure Session Border Controllers (SBCs) to route calls from the Microsoft Phone System to the network for public telephony.

Depending on the direct routing service you get, it’s possible to access additional specialist support to help optimise your telephony offering. For instance, you can port existing numbers from your incumbent carrier, so you don’t have to change numbers during migration.

To provide organisations with choice and flexibility for their direct routing deployments, the Microsoft group has continued to add to the list of SBC options certified for Teams recently.

The Benefits of Direct Routing for Microsoft Teams

Direct Routing allows Microsoft Teams users to access their telephony solutions in more countries than you can get via Microsoft Calling Plans.

Additionally, unlike with Microsoft Calling plans, Direct Routing gives companies a stunning range of Routing options. There’s no limit to the bundles and tailored solutions you can access from the right provider.

The ability to choose your cloud provider comes with benefits like:

• Greater phone number control: Direct Routing allows companies to maintain control over their phone numbers and dial plan rather than porting numbers directly to Microsoft. This supports faster migration to Microsoft Teams’ phone system.
• Geographic reach: Microsoft is constantly expanding its Calling plan availability – but it’s not available everywhere. Direct Routing and Operator Connect provide international companies with more freedom to bring local calling into underserved markets.
• Ability to use various cloud providers: Around 15% of companies in the study mentioned above use more than one calling platform. You can use direct Routing to route your calls to various systems
• Retained benefits: Sticking with your existing calling providers can be a great way to take advantage of existing deals and maintain benefits as a loyal customer. It also reduces the risk of having to switch to a new provider.

Though direct Routing might be a little more complex for some companies than simply purchasing a complete system from Microsoft Teams, this shouldn’t be too much of an issue, provided you’re working with a leading company with plenty of experience in the direct routing area.

Direct Routing is often advised as the ideal solution for Teams UCaaS if you’re looking for flexibility, advanced features, global coverage, and more opportunities for fantastic deals. Large enterprises can even choose providers that create custom or tailored solutions intended to suit their specific requirements.

Defining Microsoft Teams Operator Connect

Operator Connect is the more recent addition to Microsoft’s list of solutions for calling functionality. This operator-managed service brings PSTN calling to Teams but in a different format to direct Routing. Businesses can still get an existing PSTN carrier into the mix, provided they’re included in Microsoft’s approved list of Operators.

Operator Connect makes it even easier to control aspects of Teams calling as a managed service. You can manage your services through the Microsoft Teams ecosystem, and you pay for what you use in terms of calling services, rather than per user.

You can activate your Operator Connect environment rapidly through the “Operator” tab in Teams. Internal IT teams can quickly assign numbers to users without going through an external provider. Operator Connect may be perfect for you if you want to manage your entire communications stack within the admin centre of Teams.

While Direct Routing is relatively straightforward from the right vendors, Operator Connect is even more simplistic because of the managed service format. Operator Connect also has many potential partners to choose from, including Intrado, Telenor, Verizon, Pure IP, Swisscom, BT, and countless others. Microsoft’s close partnerships with these operators allow for a more seamlessly integrated experience, and more partners will be added to the program in the future.

Operator Connect Partners also have access to direct peering between the Teams platform and SIP trunking infrastructure. According to the Microsoft crew, this should ensure a greater level of reliability for these services. Enterprises already moving into the Teams phone system with a SIP trunk company that isn’t an Operator Connect partner can either continue with their migration or wait for their operator to become certified.

The Benefits of Operator Connect for Microsoft Teams

As an alternative to Direct Routing, Operator Connect simplifies PTSN calling in teams with an operator-managed approach. Operator Connect is a fantastic solution for companies keen to reduce the headaches of bringing their own PSTN solution into Microsoft Teams.

You don’t have to worry about buying your own Session Border Controllers or managing functionality on your site. Operator Connect Partners will handle all the complicated stuff for you. Operator Connect advantages include:

• Keep existing carrier relationships: Like with Direct Routing, you can maintain your relationships with current carriers, provided Microsoft Teams approve them. When you’re setting up Operator Connect, you can also quickly swap between providers.
• Simple deployment: It only takes minutes to connect and assign phone numbers to users. You can do everything in the Teams admin centre. You don’t need any coding expertise with PowerShell or experience with voice or DevOps. Alternatively, with Direct Routing, the process is done through coding in a portal.
• Streamlined management: Operator-managed infrastructure in Operator Connect means that your SBC and PSTN calling service technologies are managed by operators, reducing hardware requirements. You also get plenty of control over your service in the admin centre.
• Reduced spending on hardware: Like with direct Routing, you can merge communication services into teams and minimise your hardware costs. You’ll have access to both SBCs, PSTN services and an excellent level of support from Microsoft to minimise your expenses on maintenance and service too.

Microsoft also announced Operator Connect Conferencing simultaneously as the standard Operator Connect experience. This functionality accesses the same administrative interface as the Operator Connect system. You can add dial-in numbers to the Microsoft Conferencing bridge within the Microsoft Teams admin centre.

Users of Microsoft Operator Connect Conferencing will once again be able to bring their operator into the conferencing environment using operators participating in the program. You can also access expanded geographical dial-in coverage and enhanced reliability and support, with technical guidance from your provider included as part of the experience.

How are Direct Routing and Operator Connect Different?

At first glance, both Operator Connect and Direct Routing seem like similar concepts. After all, both solutions allow you to have more flexibility with your transition into Microsoft Phone functionality. If you’re looking for a solution for Microsoft UCaaS that doesn’t have the same restrictions as Calling Plans from Microsoft themselves, either service will work.

Both Direct Routing and Operator Connect allow companies to choose their own PSTN provider and build lasting relationships with their selected operators.

Microsoft Direct routing offers:

• A flexible environment for communications you can customise with your vendor
• Complete access to a wide range of providers (not just those on Microsoft’s list)
• Exceptional global coverage from carriers around the world.
• Support for additional integrations like analytics software, call recording and contact centre
• Dedicated SBC access, which can be managed and controlled for compatibility issues.
• Predictable pricing

Microsoft Operator Connect offers:

• A specific list of reputable and approved Microsoft vendors to choose from.
• Convenient and straightforward admin management from a central portal.
• No need for any coding or DevOps knowledge
• Access to high-quality security features and SBCs
• The ability to switch between carriers whenever you choose.
• APIs to simplify the communications process

Operator Connect takes the UCaaS offerings in Teams beyond basic connectivity, allowing administrators in the enterprise to go into their admin account, choose a service provider and administer phone numbers whenever they choose. It’s as simple as selecting and downloading applications from an app store.

Alternatively, direct Routing allows companies to access a more flexible environment, where they can implement everything from call recording and analytics to contact centre functionality with a range of carriers which may not be supported by direct Routing.

Which Strategy Should You Choose?

Because Operator Connect and Direct Routing both have benefits to offer, they’re both likely to continue their growth in the Microsoft Teams world. However, Operator Connect could represent the most powerful new option for companies that want to simplify their transition into Teams. With a simple web-based interface, Operator Connect will be far more accessible than the standard command-line-oriented approach.

There’s less need to use things like PowerShell to set up the Direct Routing experience, and Operator Connect ensures that engaging with Microsoft Teams services is easier than ever. This new offering will take its place within the Microsoft ecosystem as a tool to increase opportunities for every organisation keen to leverage a full range of Teams benefits.

For companies planning to access Microsoft Teams for their UCaaS and CCaaS solutions, the choice between Microsoft Teams Direct Routing and Operator Connect will be a highly personal one. Those with the confidence to access SBCs on their own and companies moving to Microsoft Teams with a partner not on the Connect list yet will stick with Direct Routing.

Business leaders in search of simplicity and easy provisioning for their UCaaS offering will be tempted by the straightforward design of Operator Connect.

 

 

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