Direct Routing or Operator Connect - which will it be?
Jonathan Harris
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If you're reading this, chances are you're on the brink of making a big decision about your business’s communication setup. Or maybe you're just really into learning about cloud telephony options (in which case, welcome, fellow tech enthusiast!). Whatever brought you our way, we’re here to skill you up on the pros, cons, comparisons, and everything in between of the heavy hitters in the Microsoft Teams phone system universe: Microsoft Direct Routing and Microsoft Operator Connect.
We first shared insight on these game changing technologies back in July 2023, but they’ve come a long way since, so we’re here to fill you in on the updated scoop.
What is Microsoft Direct Routing?
Let’s start with Direct Routing. Imagine you're hosting a party (we’re talking DJ, dance floor, the whole shebang). But instead of using a pre-packaged playlist, you decide to create your own by mixing different tracks from your favorite albums. That's kind of what Direct Routing is.
Direct Routing allows you to connect your existing Public Switched Telephone Network (PSTN) or Session Initiation Protocol (SIP) trunks directly to Microsoft Teams. Essentially, you’re blending the best of both worlds - your current phone service provider with the advanced capabilities of Microsoft Teams. With Direct Routing, you can choose any SIP trunk provider, giving you maximum flexibility. It's a DIY option where you control how everything connects.
And Microsoft Operator Connect?
Now, let’s switch gears to Operator Connect. Think of this as going to a party that’s already set up, with the playlist curated by a professional DJ who knows exactly what tracks will get everyone on the dance floor. Operator Connect is a turnkey solution for bringing PSTN calling capabilities into Microsoft Teams. Here, you choose a service provider from Microsoft’s approved list of operators, and they handle the connection between your existing phone lines and Teams.
The beauty of Operator Connect is its simplicity and seamless integration. The operator takes care of the technical heavy lifting, so you don’t have to worry about the nitty-gritty details. It’s all about convenience.
The benefits of Microsoft Direct Routing
So why would a business go the Direct Routing route? Here’s the lowdown on the perks:
1. Flexibility galore
Direct Routing is as customizable as it gets - you get to choose every ingredient. You can stick with your existing contracts, mix and match different SIP trunk providers, and tailor your solution to meet your exact needs.
2. Cost efficiency
If you’re already in a relationship with a SIP trunk provider and you’re happy with the rates, there’s no need to change things up. Direct Routing lets you keep those lower costs, which can be a big plus for budget-conscious businesses.
3. Global reach
Direct Routing is ideal for multinational companies that need a presence in multiple countries. You can choose local providers in each region, which can simplify compliance and reduce international call costs.
4. Advanced configuration
If your business has specific telephony requirements - like needing specialized call routing, advanced call management features, or integration with existing telephony hardware - Direct Routing offers the customization you need.
The benefits of Microsoft Operator Connect
Operator Connect isn’t without its own set of enticing benefits:
1. Simplicity and speed
With Operator Connect, you can get up and running with Teams calling in a flash. Since the operators are pre-integrated with Microsoft, there’s no need for extensive setup or complex configurations. It’s plug-and-play, which can be a lifesaver for businesses that don’t have much IT resource.
2. Single pane of glass
Everything is managed directly through the Microsoft Teams Admin Center. That means no bouncing between different portals to manage your telephony services - everything you need is in one place.
3. Reliability and support
Because you’re working with operators that Microsoft has vetted and approved, you can expect a high level of service quality and reliability. Plus, you’ll have direct access to support from the operator, which can simplify troubleshooting.
4. Scalability
If your business is growing or plans to expand, Operator Connect makes it easy to scale your phone system without needing to re-architect your entire setup.
Key differences between Microsoft Direct Routing and Operator Connect
Now that we’ve covered the basics, let’s get into the details that set these two options apart.
- Customization vs. convenience: Direct Routing is all about customization. You have full control over your telephony setup, but it requires a higher level of involvement. Operator Connect, on the other hand, prioritizes convenience. It’s designed for businesses that want a simple, hassle-free setup.
- Setup and management: Direct Routing requires more upfront work, including configuring and managing SIP trunks. Operator Connect is designed to be user-friendly with minimal setup, managed directly through the Teams Admin Center.
- Support: With Direct Routing, support will likely come from your SIP trunk provider, and the experience can vary depending on who you choose. Operator Connect providers are vetted by Microsoft, so you’re guaranteed a certain level of quality and support.
- Flexibility: Direct Routing gives you the freedom to mix and match providers and regions. Operator Connect, while simpler, ties you to the operators in Microsoft’s network.
How to choose the right option for your business
Deciding between Direct Routing and Operator Connect isn’t a one-size-fits-all situation. It all boils down to your specific business needs. Here are some factors to consider:
1. IT resources
Do you have a robust IT team that can manage the complexities of Direct Routing? If not, Operator Connect might be the better option due to its ease of use.
2. Existing contracts
If you’re already locked into a favorable contract with a SIP trunk provider, sticking with Direct Routing can help you avoid early termination fees and keep your costs down.
3. Global presence
If your business operates in multiple countries, Direct Routing has superior coverage to give you the flexibility to choose local providers and optimize your international telephony strategy.
4. Speed to market
If you need to get your phone system up and running quickly, Operator Connect’s streamlined setup process can have you operational in no time.
5. Customization needs
If your business requires advanced telephony features and custom configurations, Direct Routing is the way to go. For simpler needs, Operator Connect will likely be sufficient.
6. Budget
While both options can be cost-effective, Direct Routing might offer more opportunities for savings if you can negotiate favorable terms with SIP trunk providers.
7. Future growth
Consider where your business is heading. If rapid growth is on the horizon, Operator Connect’s scalability might be appealing. For more stable operations, Direct Routing’s customization may serve you better in the long run.
Choose wisely, transition smoothly
Ultimately, the choice between Microsoft Direct Routing and Microsoft Operator Connect comes down to your business’s unique needs, resources, and goals. There’s no doubt that both options will enhance your Microsoft Teams experience and keep your communication lines clear, reliable, and ready for anything the business world throws your way. But, even armed with all this information, making that choice is still often not that easy.
Aura is here to help you make and implement the right choices – smoothly and efficiently. We don’t just offer you the choice between Direct Routing and Operator Connect, but the expertise, support, and tools to make your transition to a smarter, more connected workplace both smooth and efficient.
