As Microsoft Teams Phone adoption accelerates, more and more enterprises are relying on Teams as their primary voice solution. For partners and service providers, this raises an important question: Which PSTN connectivity model should we lead with – Direct Routing or Operator Connect?

With more customers asking for cloud simplicity, Operator Connect is growing quickly. But does this mean Direct Routing has reached the end of the line? Not quite.

This blog breaks down both models, what they mean for partners and why the smartest strategy going forward is not choosing one over the other but being ready for both.

What Is Direct Routing?

Direct Routing is Microsoft’s original model for connecting Teams to the PSTN. It gives organizations maximum control over the voice environment by allowing them to bring their own telephony infrastructure.

While Microsoft also offers Calling Plans as another way to enable PSTN connectivity, this tends to be less popular due to its limited geographic availability, reduced flexibility and, in many cases, higher cost compared to other options. Direct Routing, by contrast, remains the preferred choice for organizations that need greater customization and tighter control. They can:

  • Deploy and manage certified session border controllers (SBCs)
  • Integrate with their preferred carriers
  • Customize voice flows and routing
  • Support hybrid and on-premises requirements
  • Maintain advanced interoperability with legacy PBXs, specialized platforms and contact centers

For organizations with complex regulatory needs, local survivability requirements or multi-vendor environments, Direct Routing remains the gold standard. It offers unmatched flexibility, but with that flexibility comes operational overhead and a higher technical burden.

What Is Operator Connect?

Operator Connect introduces a radically simpler way for customers to enable Teams calling. Instead of deploying their own SBCs or handling interconnects, enterprises subscribe to PSTN services through certified operators, managed directly within the Teams Admin Center. Operator Connect offers:

  • Lower Operational Complexity: Operators (like AudioCodes) manage the infrastructure, SLAs and number provisioning. This dramatically reduces the technical lift and allows partners to scale more easily.
  • Faster Deployments: No SBC deployment, no complex permissions and no specialized voice integration work. PSTN activation becomes a near click-to-connect process.
  • Higher Service Reliability: Microsoft enforces strict certification, ensuring high-quality connectivity and predictable performance – key factors for enterprise adoption. AudioCodes builds on this with additional back-to-back SLAs for partners.
  • Global Reach with Bring-Your-Own-Carrier Options: Partners can use existing carrier agreements or tap into AudioCodes’ own global trunks for international deployments. 

Operator Connect isn’t just simpler. It enables partners to onboard new customers faster, grow recurring revenue and focus on value-added services rather than infrastructure.

What Are the Advantages and Disadvantages of Direct Routing and Operator Connect?

Choosing the right PSTN connectivity model starts with understanding the unique advantages and trade-offs of Direct Routing and Operator Connect, and how each one aligns with different customer needs.

Model
Direct Routing

Advantages
  • Maximum control and customization
  • Supports hybrid and legacy environments
  • Meets specialized compliance needs
  • Enables site survivability and local breakout

Disadvantages
  • More complex to deploy and manage
  • Requires SBC infrastructure
  • Higher technical investment

Model
Operator Connect

Advantages
  • Fast, simple deployments
  • No SBCs to manage
  • High reliability and SLAs
  • Easy number provisioning
  • Scales quickly for partners

Disadvantages
  • Less customization
  • Depends on availability by region
  • May not meet niche compliance or hybrid requirements

Model

Advantages

Disadvantages
Direct Routing
  • Maximum control and customization
  • Supports hybrid and legacy environments
  • Meets specialized compliance needs
  • Enables site survivability and local breakout
  • More complex to deploy and manage
  • Requires SBC infrastructure
  • Higher technical investment
Operator Connect
  • Fast, simple deployments
  • No SBCs to manage
  • High reliability and SLAs
  • Easy number provisioning
  • Scales quickly for partners
  • Less customization
  • Depends on availability by region
  • May not meet niche compliance or hybrid requirements

In a nutshell, both options are valuable. Direct Routing excels in complex, highly customized scenarios, while Operator Connect shines when organizations want a fast, easy and reliable path to Teams calling.

The Best of Both Worlds – How AudioCodes Helps Partners Deliver Every Option

AudioCodes Live Platform unifies Direct Routing, Operator Connect and bring-your-own-carrier deployments under one powerful multi-tenant platform. This gives partners:

  • A single pane of glass for deployment and lifecycle management
  • Faster onboarding without Microsoft’s Operator Connect nomination process
  • Flexible carrier options (existing contracts or AudioCodes global trunks)
  • Integrated support for Teams Phone Extensibility, contact centers and AI-powered applications

From basic PSTN connectivity to advanced AI-powered CX/EX solutions such as Voca CIC, Meeting Insights and Interaction Insights, partners can move beyond dial tone and deliver higher-value services that truly differentiate their offering.

It’s Not the End, It’s an Evolution

Direct Routing is still very much alive, but its role is more focused than ever. Operator Connect is booming because it reduces complexity and accelerates time-to-value – and partners can capitalize on this demand immediately with AudioCodes.

The winning strategy isn’t choosing between Direct Routing or Operator Connect. It’s offering the right model for the right customer – all from one unified platform.

When partners can deliver both options seamlessly, they future-proof their business and maximize opportunity in the fast-growing Teams Phone market.

 

Tags:

Direct Routing Operator Connect Microsoft Teams UCaaS AudioCodes Live
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