In short
Operator Connect vs Direct Routing comes down to who runs the connection. Operator Connect uses a Microsoft-certified operator enabled in the Teams admin centre. Direct Routing connects a carrier of your choice through a certified Session Border Controller, which a provider can run for you. Calling Plans make Microsoft the carrier. All need a Teams Phone licence for each user.
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The four ways to connect Teams to the phone network
Every user who makes or takes outside calls in Teams needs a Teams Phone licence and one of these connections. Microsoft's comparison (opens in a new tab) describes them like this:
- Microsoft Teams Calling Plans: Microsoft is your operator. Phone numbers, calls and support for the telephone service come from Microsoft.
- Operator Connect: a certified operator has already integrated with Microsoft. You hold a contract with the operator, enable it in the Teams admin centre and assign its numbers.
- Teams Phone Mobile: a participating mobile operator lets the number on a user's SIM also be their Teams number.
- Direct Routing: a carrier of your choice connects through a certified Session Border Controller (SBC), run by you, your integrator or a Direct Routing as a Service provider.
Side-by-side comparison
| Calling Plans | Operator Connect | Teams Phone Mobile | Direct Routing | |
|---|---|---|---|---|
| Microsoft says it is ideal for | A fully Microsoft-managed service with the simplest deployment | Working with a telecoms provider while managing users and numbers in Teams | Mobile-first staff who want one business number | Advanced telephony integration, existing infrastructure or maximum flexibility |
| Management model | Microsoft-managed | Shared between the provider and Microsoft Teams | The mobile operator | A customer-managed SBC, or one run by a provider |
| Your carrier | Microsoft | A certified operator | A participating mobile operator | A carrier or SIP trunk provider of your choice |
| User numbers | Yes | Yes | Yes | Yes |
| Auto attendant, call queue and conferencing numbers | Yes | Yes | No | Yes |
| SBC to run | No | No | No | Yes, unless a provider runs it |
| Third-party phone systems and analogue devices | Microsoft points to Direct Routing | Microsoft points to Direct Routing | No | Yes, through the SBC |
The first two rows and the number rows follow Microsoft's published comparison table.
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What each option needs
Each option starts with a Teams Phone licence for every calling user. On top of that:
| Option | What to have in place |
|---|---|
| Calling Plans | A Microsoft Calling Plan licence, with numbers acquired from or ported to Microsoft |
| Operator Connect | Users in Teams Only mode and a contract with a certified operator that serves your countries |
| Teams Phone Mobile | A contract with a participating mobile operator and an eligible mobile subscription for each user |
| Direct Routing | A certified SBC, a carrier or SIP trunk, a verified Microsoft 365 domain and a public certificate for the SBC, and voice routing for each user |
With Direct Routing as a service, such as our Teams calling service, the provider handles the SBC, the certificate and the carrier side. Teams Direct Routing requirements lists the detail.
Direct Routing vs a Calling Plan
These two sit at opposite ends. A Calling Plan is the simplest: Microsoft carries the calls, numbers are Microsoft's, and usage beyond the pooled plan minutes is billed by the minute. Direct Routing keeps the carrier relationship outside Microsoft, so numbers can stay with a UK carrier and call charges follow that carrier's billing.
Direct Routing is also the model Microsoft points to for connecting a third-party phone system or analogue devices. Microsoft's planning guide describes a common pattern: a Calling Plan or Operator Connect for general calling, with Direct Routing for those systems and for specialised routing.
Weighing up the Teams calling options?
We can go through them against your own numbers, sites and call flows.
Mixing options in one tenant
The options are not exclusive. Microsoft says a tenant can use a combination, added over time in any order, and gives this example:
| User group | Option in Microsoft's example |
|---|---|
| Everyone, as a starting point | Microsoft Calling Plans with Shared Calling |
| Mobile workers | Teams Phone Mobile |
| Knowledge workers | Operator Connect |
| Workers in remote regions | Direct Routing |
Microsoft adds that the same option can also be used with more than one operator.
Which option fits
- Calling Plans fit when you want Microsoft to run everything and your users are in countries where Microsoft offers them.
- Operator Connect fits when you want an operator's numbers and calling, managed in the Teams admin centre, with no SBC.
- Teams Phone Mobile fits staff who mainly work from a mobile. It covers user numbers only, so auto attendants and call queues use another option.
- Direct Routing fits when you want to keep your numbers or carrier, connect an existing phone system or analogue devices, or need routing the other options do not offer.
Direct Routing does not have to mean equipment of your own. Our Teams calling service delivers it with the SBC run in the cloud, and Call2Teams brings an existing phone system or SIP trunk into Teams the same way. Contact us for a Teams calling quote.
Sources (checked 11 November 2026): Microsoft Learn, "PSTN connectivity options", "Plan for Operator Connect", "Plan for Teams Phone Mobile", "Plan Direct Routing" and "Microsoft Teams Calling Plans".
How Forever Systems helps with Teams Phone
Forever Systems can quote and set up Microsoft Teams Phone for your organisation and connect it to the phone network.
- Licence and calling check: we look at the Microsoft 365 plan you hold and recommend the Teams Phone licences and calling option that fit
- Numbers kept: we plan and manage the porting of your existing numbers
- Call flows set up: auto attendants, call queues and opening hours built and tested with you
- Works with what you use: the Teams apps on desktop and mobile
- Licensing in one place: licences can be billed monthly, with terms confirmed at quote
We work with businesses, schools, charities and public sector organisations. Pricing depends on users, licences and calling, so ask us for a quote.
Frequently asked questions
What is the difference between Operator Connect and Direct Routing?
Operator Connect uses an operator that has already integrated with Microsoft, so it is enabled in the Teams admin centre and there is no Session Border Controller to run. Direct Routing connects a carrier, phone system or device of your choice through a certified Session Border Controller, which you, an integrator or a provider manages.
Is Operator Connect or Direct Routing the right choice?
It depends on what you need to connect. Operator Connect suits an organisation that wants an operator's service managed in Teams. Direct Routing suits one that wants to keep a carrier or numbers, or connect a phone system or analogue devices.
What is the difference between Direct Routing and a Calling Plan?
With a Calling Plan, Microsoft is the carrier and supplies the numbers and minutes. With Direct Routing, a carrier of your choice carries the calls through a certified Session Border Controller, and no Calling Plan is needed.
Can Calling Plans, Operator Connect and Direct Routing be used together?
Yes. Microsoft says a tenant can combine the options and add them over time in any order, for example Operator Connect for office staff and Direct Routing for a site with an existing phone system.
Does Teams Phone Mobile support auto attendants and call queues?
No. Microsoft states that Teams Phone Mobile supports user phone numbers only. Numbers for auto attendants, call queues and Audio Conferencing use one of the other options.
Do I need my own Session Border Controller for Direct Routing?
No. Microsoft says the Session Border Controller can be run by you, your integrator or a Direct Routing as a Service provider. With our Teams calling service it runs in the cloud.
Still deciding?
Ask us and a member of our team will get back to you.