Microsoft Teams Calling Services

Operator Connect is a Microsoft feature that integrates public switched telephone network (PSTN) calling into Microsoft Teams. It enables organizations to use phone numbers and voice services from certified service providers without managing session border controllers (SBCs) or PSTN gateways. Teams admins can handle provisioning and phone number assignments directly within the Teams admin center.

With Operator Connect, Teams users gain enterprise-grade telephony built on the Teams Phone System. Service providers manage infrastructure, offering support and reliable service-level agreements. This option fits businesses seeking a cloud-based telephony solution that supports call queues, auto attendants, call recording and unified communications within Microsoft 365.

Learn more about operator connect in Microsoft Teams.

Direct Routing gives organizations control over their PSTN connectivity by using their own session border controllers (on-premises or hosted SBCs) to connect Microsoft Teams Phone to any telecom or PBX infrastructure. IT teams manage SIP trunking, number porting, automation, provisioning and technical support. This approach suits businesses with unique customization needs or existing voice network investments.

Operator Connect, in contrast, offers a simplified path for PSTN calling. Certified service providers manage the infrastructure, SBCs and phone numbers. Teams admins handle onboarding, assignments and self-service provisioning through the Teams admin center. Users benefit from managed services, defined SLAs and integrated support under a unified communications model without needing deep telecom expertise.

Read more about the differences between operator connect and direct routing for Microsoft teams.

Start by working with a certified Operator Connect provider. Inventory your current PSTN configuration, including call flows, phone numbers and auto attendants. Coordinate number porting and verify support for call queues, call recording and endpoint functionality under your business needs. Your provider will access Teams via the Microsoft Teams operator connect API to provision services.

Next, configure Operator Connect in the Teams admin center: assign phone numbers, enable user licensing and update voice policies. Test call routing and functionality with pilot users before full rollout. Once confirmed, decommission your SBCs and disable Direct Routing. Your Operator Connect provider takes over technical support, SLA management and updates, freeing internal teams from SIP trunking and PBX maintenance.

Learn how to configure and manage Direct Routing in Microsoft Teams.

Yes. Operator Connect relies on Session Border Controllers (SBCs), but the infrastructure is managed by certified telecom providers, not your IT team. These providers deploy cloud-based, validated SBCs—often hosted in Azure—that interface with Microsoft Teams Phone and the public switched telephone network (PSTN)

This setup means you don’t need to install, configure, or maintain any on-premises SBC hardware. The operator handles SIP trunking, provisioning, failover and troubleshooting under an agreed service-level agreement (SLA), letting your organization focus on core communication needs.

Learn more about migrating to Direct Routing in Microsoft Teams.

We can set you up with everything you need!

If you still have plain ol' telephone service copper lines (POTS), we can also help you connect those to your VoIP network.

Yes! Migration timelines can vary depending on the carrier or platform you are migrating from. Using new numbers, when possible, may speed up the migration process.