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Microsoft Teams Operator Connect Guide

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Enable Microsoft Teams Calling with Operator Connect

Simplify PSTN calling in Microsoft Teams with secure,

scalable, operator-managed voice connectivity.

Operator Connect is Microsoft’s preferred way for you to enable external calling in Teams without complex infrastructure or session border controllers (SBCs).
You can connect Microsoft Teams directly to the PSTN using a certified operator, enabling enterprise-grade calling, simplified management, and rapid deployment.

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Unrivalled Global Coverage

71 Countries on Operator Connect and Counting

Certified Operator Connect Countries

Other Teams Voice Services

Years of Global
Voice Experience
0
Countries with
Voice Services
0
Average Customer
Satisfaction Score
0 %
Monthly Active
Users
0 k+
Uptime
Reliability
0 %

What Is Microsoft Teams Operator Connect?

Microsoft Teams Operator Connect is a Microsoft-certified PSTN connectivity solution that allows you to enable external calling directly within Teams using an approved telecom operator. Unlike Direct Routing, Operator Connect removes the need to deploy and manage SBCs, making it one of the simplest and fastest ways to add enterprise voice services to Teams.
With Operator Connect, you can:
  • Enable inbound and outbound PSTN calling in Teams
  • Provision users directly in the Teams Admin Center
  • Access global telephone numbers and voice coverage
  • Port existing phone numbers
  • Reduce infrastructure complexity
  • Simplify support and management 

How Does Operator Connect Work?

  • Choose an Operator Connect Provider

    Select a Microsoft-certified operator that provides PSTN connectivity, coverage, and support aligned to your business needs.

  • Connect Directly Through Microsoft Teams

    The operator provisions voice services directly into your Microsoft Teams tenant through Microsoft’s Operator Connect framework.

  • Assign Numbers & Users

    Your IT team can manage users, assign numbers, and configure calling policies directly within the Teams Admin Center.

  • Enable Enterprise Calling Globally

    Your users can make and receive PSTN calls directly within Teams across desktop, mobile, and Teams-certified devices.

  • Ongoing Monitoring & Support

    The operator manages routing, resilience, and support while Microsoft manages the Teams platform.

How SCB Extends Microsoft Teams Operator Connect

While Operator Connect simplifies PSTN connectivity for Microsoft Teams, some organisations require additional flexibility, orchestration, and communication capabilities beyond standard calling services.
SCB helps you extend your Teams voice environment through an Azure-based orchestration platform, enabling capabilities like:
  • Teams-native contact centre functionality.
  • Omnichannel communications.
  • SMS and WhatsApp integration.
  • Compliance recording services.
  • Hybrid Operator Connect and Direct Routing environments.
  • Multi-carrier routing and resilience strategies.
  • Integration with CRM and legacy platforms.

This allows you to build more flexible Microsoft Teams communication environments while still using Microsoft-certified Operator Connect services.

Microsoft Teams Operator Connect vs Direct Routing​

Feature

Session Border Controller (SBC) Required

Deployment Speed

Infrastructure Management

Best For

Teams Admin Center Integration

Compliance & Custom Routing

Global Flexibility

Operator Connect

No

Fast

Operator Managed

Simplicity & rapid deployment

Native

Limited

Depends on provider

Direct Routing

Yes

Moderate to Complex

Customer or Partner Managed

Complex routing & hybrid environments

Partial

Advanced

High

When Should You Choose Operator Connect?

Operator Connect may be the best option for your organisation if you:
  • Want rapid deployment.
  • Don’t want to manage SBCs.
  • Need simplified PSTN enablement.
  • Prefer Microsoft-certified integrations.
  • Require global voice services with minimal complexity.
Direct Routing is often better suited if you have:
  • Legacy PBX infrastructure.
  • Complex dial plans.
  • Complex third-party contact centre integrations .
  • Compliance recording requirements.
  • Advanced routing policies.

Operator Connect vs Direct Routing

Two ways to connect Microsoft Teams to the PSTN. Choose the option that fits your business.

Deployment

Infrastructure

Management

Global reach

Compliance & recording

Cost

Best for

Operator Connect

Use a Microsoft-certified operator to deliver PSTN services.

Rapid and simple deployment

Powered by Microsoft-certified operators.

No SBCs to deploy or manage

Operator manages the PSTN connection.

Managed directly in Teams Admin Center

Users, numbers and settings in one place.

Global coverage through certified partners

Leverage operator networks worldwide.

Built-in compliance options

Supported recording and e911 visa partners.

Predictable operational cost

Pay for users and calling plans.

Organisations wanting simplicity,
speed and minimal infrastructure.

Direct Routing

Connect you own SBC to a voice carrier for PSTN services.

VS

More complex deployment

Requires SBCs and network configuration.

You deploy and manage SBCs

You're responsible for SBCs and call routing.

Managed across multiple systems

Requires SCB management and policies.

Dependent on your voice carrier

Coverage based on your carrier agreements.

Greater flexibility

Supports advanced compliance and recording solutions.

Variable cost

Costs Depend on carrier, SBCs and resources.

Organisations with complex requirements,
existing investments or advanced routing needs.

Not sure which option is right for you?

SCB can assess your environment and recommend the best Microsoft Teams voice Solutions.

Talk To an Expert
Operator Connect is typically better suited to organisations prioritising simplicity, rapid deployment, and reduced infrastructure management. You can deploy PSTN calling significantly faster and manage users directly within the Teams Admin Center.
Direct Routing provides greater flexibility and control, making it more suitable for organisations with:
  • Existing telephony infrastructure.
  • Complex dial plans.
  • Advanced compliance requirements.
  • Complex third-party contact centre integrations.
  • Hybrid PBX environments.
  • Custom routing policies.

Microsoft Teams Operator Connect vs Microsoft Calling Plans

Microsoft Calling Plans provide Microsoft-managed PSTN connectivity directly within Teams. While this can simplify procurement for smaller deployments, coverage and flexibility may be limited depending on geographic requirements.
Operator Connect often provides:
  • Broader global coverage.
  • Greater number availability.
  • More flexible commercial models.
  • Better support for multinational deployments.
  • Stronger operator support models.
  • More advanced enterprise voice capabilities.

Need Help Choosing The Right Teams Voice Model?

Understand which PSTN option best aligns with your infrastructure, compliance requirements, and coverage needs.
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Benefits Of Using Microsoft Teams Operator Connect

Global PSTN Connectivity

Enable enterprise calling across multiple countries through a Microsoft-certified provider.

Faster Deployment

Deploy Teams calling significantly faster than traditional Direct Routing environments.

No SBC Management

No need to purchase, configure, or maintain Session Border Controllers.

Native Microsoft Teams Experience

Users call directly from Teams desktop, mobile, and meeting room devices.

Simplified Administration

Manage users, numbers, and policies directly within the Teams Admin Center.

Operator-Managed Support

Voice routing, resilience, and PSTN management are handled by the operator. 

Microsoft Teams Operator Connect Pricing

Operator Connect Pricing Models
Model
Per-user licensing
Pay-as-you-go calling
Bundled minutes
Hybrid commercial models
Best For
Predictable monthly spend
Variable or seasonal usage
Larger enterprise environments
Multi-country deployments
Operator Connect pricing varies depending on:
  • Number of users.
  • Type of operator.
  • Geographic coverage.
  • Calling bundles and minutes.
  • Domestic vs international calling.
  • Number porting requirements.
  • Support and SLA levels.
Most providers offer one or more of these models:
  • Per-user pricing.
  • Pay-as-you-go call charging.
  • Bundled minute packages.
  • Enterprise agreements.

Is Operator Connect Cheaper Than Direct Routing?

Operator Connect can reduce infrastructure and management costs because there is no SBC deployment or maintenance required.

However, Direct Routing may offer lower long-term costs for large enterprises with existing telephony infrastructure or highly customised routing requirements.

Some vendors, SCB Global included, offer fully managed Direct Routing as a Service (DRaaS) options, allowing you to replace initial hardware costs and associated management costs with a convenient monthly fee.

Want Real-World Operator Connect Pricing?

SCB Global can offer flexible pricing models to meet requirements. Speak with us for further information.

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Operator Connect Number Porting & Global Coverage

Timelines vary depending on:
  • Country regulations.
  • Existing carrier requirements.
  • Number type.
  • Volume of numbers being migrated.

What Countries Are Supported?

Coverage varies significantly between Operator Connect providers. SCB Global helps organisations assess global PSTN coverage requirements, local number availability, regulatory restrictions, and regional deployment considerations before selecting a provider.
Some operators support:
  • Local numbers.
  • National numbers.
  • Toll-free services.
  • International PSTN coverage.
When selecting a provider, review:
  • Countries supported.
  • Emergency calling availability.
  • Regulatory restrictions.
  • Local number availability.
Speak with SCB about licensing, international coverage, support models, and migration considerations.
VIEW COUNTRY COVERAGE

Operator Connect Reliability, Resilience & SLAs

Microsoft manages the Teams platform itself, while the Operator Connect provider manages PSTN connectivity, voice routing , telephone numbers, and telecom support.

In terms of the SCB Global solution, the underlying platform is hosted in Microsoft Azure offering 99.999% uptime reliability across 9 regional points of presence, with additional autonomous failover measures built-in, ensuring maximum resilience and business continuity.

What Happens During an Outage?

In the event of an outage, organisations should review:
  • Failover routing options.
  • Backup PSTN services.
  • Geographic redundancy.
  • Support escalation procedures.
Talk To an Expert

Common Operator Connect Deployment Challenges

Although Operator Connect simplifies Teams calling significantly compared to traditional voice environments, there are some considerations to prepare for ahead of time.

  • Multi-Country Number Porting

    Porting telephone numbers across multiple countries often involves different regulatory processes, carrier dependencies, and provisioning timelines.

  • Emergency Calling Requirements

    Emergency calling regulations vary significantly by country and region. You must ensure emergency services and location requirements are properly configured.

  • Hybrid Teams & Legacy Telephony Environments

    Many enterprises continue operating PBX systems, SIP trunks, or contact centres alongside Microsoft Teams during migration.

  • Compliance & Recording Requirements

    Financial services, healthcare, and regulated industries often require certified compliance recording and retention policies integrated with Teams voice.

  • PSTN Coverage & Number Availability

    Operator Connect coverage varies significantly between providers, particularly for local numbers, toll-free services, and multinational deployments. 

How SCB Helps Reduce Deployment Risk

SCB helps you reduce deployment complexity and operational risk by:
  • Assessing global PSTN and compliance requirements.
  • A resilient voice architecture to meet most requirements.
  • Work with you to define your migration roadmap.
  • Full support throughout the migration process including number porting and planning.
  • Coordinating between Microsoft, operators, and internal IT teams.
  • Supporting governance, security, and operational readiness.
  • Depth of voice and Microsoft experience.

Customer Success

The "EASY" button for transitioning from legacy complexity to OPTO Intelligence.

Global Food Manufacturer

A globally recognised food manufacturer turns to SCB Global to make projected life time savings of $10m+ on its global enterprise communications.

Global Precision Products Manufacturer

A globally renowned manufacturer of precision products migrates its Avaya-centric communications to Teams Voice with SCB Global.

Heavy Equipment Supplier

A large multisite supplier of heavy equipment and machinery, migrate its legacy voice from Cisco to Teams voice with CX functionality.

Talk To an Expert

Operator Connect Features And Capabilities

What Features Does Operator Connect Support?
  • Auto attendants.
  • Call queues.
  • Voicemail.
  • Caller ID.
  • Call forwarding.
  • Delegation.
  • Shared calling.
  • Teams-certified devices.

Does Operator Connect Support Contact Centres?

Yes, although complex contact centre integrations may require Direct Routing depending on architecture and compliance requirements.

SCB has Teams-native contact centre functionality for Operator Connect via its OPTO C application. It’s less of an integration project and more like turning on new features that work seamlessly in Microsoft Teams, providing a single user experience.

Does Operator Connect Support Compliance Recording?

Compliance recording is supported through certified recording solutions integrated with Microsoft Teams.

SCB Global utilises industry leading compliance recording which is embedded natively into its core OPTO X platform, ensuring a seamless experience.

What Reporting & Analytics Are Available In Operator Connect?

Microsoft Teams Operator Connect provides access to a range of reporting, analytics, and operational insights across both Teams and the telecom provider environment.

SCB helps you understand which reporting capabilities are available natively within Microsoft Teams, what data is provided by the operator, and where additional analytics or compliance platforms may be required. SCB also offers additional insights and analytics via its OPTO I application.

  • Call Quality Analytics 

    Administrators can monitor call quality metrics including latency, jitter, packet loss, and device performance directly within the Teams Admin Center.

  • Usage & Calling Reports

    Track inbound and outbound call activity, calling trends, user adoption, and PSTN usage across departments, regions, and users.

  • User & Device Insights

    Gain visibility into user activity, Teams-certified devices, endpoint health, and calling behaviour to support troubleshooting and adoption.

  • PSTN & Number Reporting

    Many operators provide additional visibility into telephone number inventories, porting status, international calling activity, and regional usage.

  • Compliance & Recording Visibility

    For regulated environments, reporting can include compliance recording status, retention policies, and audit trails through integrated recording platforms.

  • Service Health & Operational Monitoring

    Monitor service availability, incidents, network performance, and operational alerts across both Microsoft Teams and the telecom environment.

  • Billing & Cost Management

    Your operator reporting may include call costs, bundled minute usage, international rate visibility, and departmental cost allocation.

  • Advanced Analytics & Power BI Integrations

    Some organisations extend Teams reporting through Power BI dashboards, third-party analytics tools, or contact centre platforms to gain deeper operational insights.

Planning a Migration to Operator Connect?

Common Migration Approaches

Phased Migration

Gradually migrate users, regions, or departments into Teams voice services over time.

Hybrid Deployments

Run Operator Connect, Direct Routing, and legacy telephony services simultaneously during transition periods.

Full PSTN Replacement

Replace legacy carriers and on-premises voice infrastructure with cloud-managed Teams voice services.

How SCB Supports Teams Voice Migration

SCB helps you:
  • Assess existing telephony environments.
  • Evaluate Operator Connect and Direct Routing models.
  • Define and agree migration strategy.
  • Plan number porting and PSTN migration.
  • Design hybrid migration strategies.
  • Align migrations with operational and compliance requirements.
  • Reduce disruption for users and IT teams.

Can I Move from Direct Routing to Operator Connect?

Yes. Many organisations migrate from Direct Routing to Operator Connect to simplify management and reduce infrastructure complexity.

Can I Use Operator Connect and Direct Routing at the Same Time?

Yes. Hybrid deployments are supported, allowing some users or regions to use Operator Connect while others continue using Direct Routing.
This approach can help you:
  • Simplify deployment in some regions.
  • Support complex routing requirements elsewhere.
  • Maintain legacy telephony integrations.
  • Improve resilience and operational flexibility.
SCB helps organisations design and manage hybrid Teams voice environments aligned to operational and compliance requirements.

How Disruptive Is Migration?

Migration disruption is typically minimal when:
  • Requirements are clearly understood and documented.
  • Number porting is planned correctly.
  • User policies are preconfigured.
  • Pilot groups are tested first.
  • Rollback procedures are documented.
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Getting Started

How To Choose An Operator Connect Provider

When evaluating Operator Connect providers, organisations should compare:

  • Geographic Coverage

    Ensure the provider supports the countries and regions where your business operates, including local number availability and regulatory compliance.

  • PSTN Replacement Capabilities

    Review whether the provider can fully replace traditional telecom services and support enterprise-grade compliant inbound and outbound calling.

  • SLA Commitments

    Understand the provider’s uptime guarantees, response times, escalation processes, and service resilience commitments.

  • Number Availability

    Check whether local, national, toll-free, and international numbers are available across your required locations.

  • Support Quality

    Look for 24/7 support, dedicated voice specialists, satisfaction scores, and clear ownership for troubleshooting and service management.

  • Compliance Expertise

    Assess whether the provider supports GDPR, regulatory compliance requirements, emergency calling, and compliance recording integrations.

  • Pricing Structure

    Compare per-user pricing, bundled minutes, international calling rates, number porting costs, and support inclusions.

  • Integration Experience

    Choose a provider with proven Microsoft Teams expertise and experience integrating Operator Connect within environments like yours.

Why Organisations Choose SCB For Teams Voice

SCB helps organisations design, deploy, and optimise Microsoft Teams voice environments across Operator Connect, Direct Routing, and hybrid PSTN models.

Rather than acting solely as a telecom provider, SCB supports organisations with architecture guidance, migration planning, operational optimisation, and Teams-native communication capabilities aligned to enterprise requirements.

Organisations work with SCB to:
  • Support multi-country PSTN and number requirements.
  • Handle complex features and requirements.
  • Simplify Microsoft Teams voice deployments.
  • Evaluate Operator Connect and Direct Routing strategies.
  • Reduce operational complexity across voice environments.
  • Improve resilience and routing flexibility.
  • Extend Teams with native communication and customer engagement capabilities.
  • Align Teams voice services with compliance and governance requirements.
Global Voice Strategy

From PSTN replacement to migration planning and operational ownership, SCB Global helps organisations design long-term global Teams voice strategies in more countries than others.

SCB Global coordinates between Microsoft, telecom operators, compliance vendors, and internal IT teams to simplify complex Teams voice deployments.

SCB Global supports organisations beyond deployment with governance guidance, operational optimisation, scalability planning, and customisation.
SCB Global helps you evaluate Operator Connect, Direct Routing, and Microsoft Calling Plans objectively based on your operational, commercial, and compliance requirements.

SCB Global supports multinational organisations with governance, regulatory, operational resilience, and compliance planning for enterprise voice deployments.

Through it’s in-house development team and CPaas platform, SCB Global can meet complex and customised feature requirements.

What Happens After You Contact SCB?

  • Discovery & Requirements Review

    SCB reviews your Microsoft Teams environment, telephony estate, operational requirements, and global coverage needs.

  • Teams Voice Architecture Assessment

    Evaluate whether Operator Connect, Direct Routing, or Microsoft Calling Plans best align with your business requirements.

  • Coverage Evaluation

    Assess global PSTN coverage, number availability, resilience requirements, and compliance considerations.

  • Migration & Deployment Planning

    Coordinate number porting, onboarding, operational readiness, and governance planning.

  • Deployment & Ongoing Optimisation

    Support rollout, reporting, operational governance, and long-term Teams voice strategy.

What Happens After You Contact SCB?

A proven, expert-led process to design, deploy and optimise  your Microsoft Teams voice solution.

1

Discovery & Requirements Review

SCB reviews your Microsoft Teams environment, telephony estate, operational requirements, and global coverage needs.

Outcome:

Clear understanding of your environment and business objectives.

2

Team Voice Architecture Assessment

Evaluate whether Operator Connect, Direct Routing, or Microsoft Calling Plans best align with your business requirements.

Outcome:

Recommended Teams voice architecture and approach.

3

Coverage Evaluation

Assess global PSTN coverage, number availability, resilience requirements, and compliance considerations.

Outcome:

Validated coverage assessment.

4

Migration & Deployment Planing

Coordinate number porting, onboarding, operational readiness, and governance planning.

Outcome:

Detailed migration plan and operational readiness.

5

Deployment & Ongoing Optimisation

Support rollout, reporting, operational governance, and long-term Teams voice strategy.

Outcome:

Successful deployment and continuous optimisation.

You're not alone at any stage.

SCB works with your team and trusted partners to ensure a smooth transition to Microsoft Teams Voice.

Talk To an Expert

Talk To A Microsoft Teams Voice Expert

Get guidance on the right Teams calling strategy for your organisation

Whether you’re evaluating Operator Connect, comparing Direct Routing, planning a migration, or reviewing global PSTN coverage, SCB can help you design a secure, scalable Microsoft Teams voice solution aligned to your operational and compliance requirements.

We can help you with:
  • Operator Connect vs Direct Routing assessments.
  • PSTN coverage and number availability.
  • Teams voice migration planning.
  • Compliance and governance considerations.
  • Multi-country deployments.
  • Microsoft Teams voice optimisation.