Choosing the right voice connectivity for Microsoft Teams can make or break your unified communications strategy. Whether you’re migrating from a legacy PBX, expanding globally, or simply trying to cut costs, understanding the differences between Microsoft Teams Calling Plans, Direct Routing, and Operator Connect is critical.

In this guide, we’ll break down all three options in plain English—no licensing jargon—and show you exactly how to choose the right model for your organization in 2026.What Are Your Options for PSTN in Microsoft Teams?

When you enable Microsoft Teams Phone (formerly known as Teams Phone System), you’re giving your users the ability to make and receive calls within Teams. But to connect to the public switched telephone network (PSTN)—to actually dial external phone numbers—you need to choose one of three connectivity models:Microsoft Calling Plans (Native Microsoft PSTN)

What it is: Microsoft acts as your carrier. You purchase Calling Plans directly from Microsoft as add-on licenses, and Microsoft handles all PSTN connectivity, number provisioning, and support.

Pros:

• Simple procurement and licensing—everything through Microsoft
• No need for on-premises Session Border Controllers (SBCs)
• Microsoft support for the entire stack
• Fast deployment for SMBs and organizations in supported regions

Cons:

• Limited geographic availability (not available in all countries)
• Less flexibility around routing, number porting, and carrier choice
• Can be more expensive per user than Direct Routing at scale
• No integration with existing SIP trunks or carriers

When to choose it: You’re a small to mid-sized organization in a supported country, want simplicity over customization, and don’t have existing carrier contracts you need to preserve.Operator Connect

What it is: A middle-ground option where you choose from a list of Microsoft-certified carriers who provide PSTN connectivity. The carrier manages the SBC infrastructure, but everything is integrated directly into the Teams admin center.

Pros:

• Simpler than Direct Routing—no on-premises SBC required
• More carrier choice and global coverage than Microsoft Calling Plans
• Faster number porting and provisioning than traditional Direct Routing
• Integrated into Microsoft Teams admin center for easier management

Cons:

• Still limited to Microsoft-certified carriers (fewer options than full Direct Routing)
• Less control over routing rules and advanced call flows
• May have higher per-minute or per-user costs depending on carrier

When to choose it: You need broader geographic coverage or want to work with a specific carrier, but don’t want the complexity of managing your own SBCs.Direct Routing (Bring Your Own Carrier)

What it is: You connect your own SIP trunks to Microsoft Teams using a certified Session Border Controller (SBC). You maintain full control over your carrier relationships and routing.

Pros:

• Maximum flexibility and control over call routing, failover, and policies
• Keep existing carrier contracts and negotiate your own rates
• Support for complex scenarios: analog devices, contact centers, legacy PBX integration
• Works in any geography where you can source SIP trunks

Cons:

• Requires deploying and managing certified SBCs (on-prem or cloud-hosted)
• More complex to configure and troubleshoot
• You’re responsible for SBC updates, patching, and monitoring
• Longer deployment timelines

When to choose it: You have existing SIP trunk contracts, need advanced routing (multi-tenant, least-cost routing), require integration with legacy systems, or operate in regions where Microsoft and Operator Connect aren’t available.Key Decision Criteria: How to Pick the Right Model

Now that you understand the three options, here’s how to evaluate which one fits your organization.

Geography, Number Availability, and Carrier Reach

Question to ask: Are we operating in countries where Microsoft Calling Plans are available?

• If yes and you’re a simple deployment: Calling Plans may be the easiest path.
• If no, or if you need numbers in multiple regions: Look at Operator Connect for certified carrier options, or Direct Routing to work with any SIP provider.

Tip: Check Microsoft’s official list of Calling Plan availability by country. If your region isn’t supported, Calling Plans are off the table.Cost Model and Contract Flexibility

Question to ask: What’s our total cost of ownership (TCO) over 3 years?

• Calling Plans: Simple per-user pricing, but can get expensive at scale (especially for international calling).
• Operator Connect: Varies by carrier; often competitive with Calling Plans, and you can negotiate.
• Direct Routing: Lowest per-minute rates if you have existing SIP contracts, but factor in SBC costs (hardware, licensing, or SBC-as-a-service fees).

Tip: Don’t just compare per-user license costs. Include:

Ongoing support and admin overheadControl, Compliance, and Integration Needs

Question to ask: Do we need advanced call routing, compliance recording, or integration with legacy systems?

• Calling Plans & Operator Connect: Great for straightforward use cases, but limited for:
  • Advanced call routing (time-based, geography-based, least-cost routing)
  • Call recording with third-party compliance tools
  • Integration with analog devices (fax, door phones, elevators)
  • Contact center platforms (some work with Operator Connect, but Direct Routing gives you the most options)
• Direct Routing: Gives you full control to:
  • Route calls through your existing contact center or session recording platform
  • Connect analog devices via analog telephone adapters (ATAs)
  • Implement custom failover and redundancy
  • Run hybrid deployments (e.g., Teams + legacy PBX during migration)

Tip: If you need to connect legacy systems or have strict regulatory/compliance requirements (e.g., financial services, healthcare), Direct Routing is often the only viable path.Real-World Scenarios: Which Model for Which Organization?

Let’s bring this to life with three common scenarios.

Scenario 1: Simple SMB in a Few Countries

Profile:

• 200 users across the US, Canada, and UK
• Basic calling needs (no contact center, no analog devices)
• Limited IT staff
• Want a fast deployment

Best option: Microsoft Calling Plans or Operator Connect

Why: All three countries are supported by Microsoft Calling Plans. Simple licensing, no SBC management, and fast provisioning. If you want to shop carriers for better rates, Operator Connect gives you more flexibility without the SBC complexity.Scenario 2: Multi-National with Existing SIP Contracts

Profile:

• 2,000 users across 15 countries
• Already have negotiated SIP trunk rates with regional carriers
• Need to support toll-free numbers in multiple regions
• Have on-premises IT team familiar with SBCs

Best option: Direct Routing (possibly hybrid with Operator Connect)

Why: You’ve already invested in carrier relationships and have favorable rates. Direct Routing lets you preserve those contracts and gives you the control to route calls optimally. You could also use a hybrid approach—Direct Routing in most regions, Operator Connect in a few where you don’t have SIP coverage.Scenario 3: Highly Regulated Industry with Complex Routing

Profile:

• Financial services firm with 500 users
• Strict compliance requirements for call recording and data residency
• Need to integrate with existing contact center and call recording platform
• Must connect legacy analog devices (trading floor phones, door entry systems)

Best option: Direct Routing

Why: Compliance and integration requirements demand the flexibility that only Direct Routing provides. You can route calls through your compliance recording solution, connect analog devices via ATAs, and ensure all voice data stays within your approved infrastructure.How Awantrix Can Help You Choose and Deploy the Right Solution

Choosing between Microsoft Teams Calling Plans, Operator Connect, and Direct Routing isn’t just a technical decision—it’s a strategic one that impacts your costs, user experience, and operational flexibility for years to come.

At Awantrix, we help organizations navigate these decisions with:

Assessment and Design Workshops

We’ll analyze your:

• Current call patterns and usage data (CDR analysis from your existing PBX or carrier)
• Geographic footprint and number requirements
• Compliance, integration, and routing needs
• Total cost of ownership across all three models

Our output: A clear recommendation with TCO modeling and a detailed architecture design.Migration and Deployment Services

Whether you choose Calling Plans, Operator Connect, or Direct Routing, we’ll handle:

• Number porting and provisioning
• SBC deployment and configuration (for Direct Routing)
• Teams Phone policy setup, call queues, and auto attendants
• User training and change management support
• Testing and quality validation

Ongoing Optimization and Support

After go-live, we provide:

Support for changes, adds, and movesReady to Choose the Right Teams Voice Solution?

Microsoft Teams Calling Plans, Operator Connect, and Direct Routing each have their place. The right choice depends on your geography, budget, technical requirements, and long-term strategy.

Don’t guess—let Awantrix help you make an informed decision backed by real data and TCO analysis.

Get started today:

• Schedule a free 30-minute consultation to discuss your voice connectivity needs
• Request a Teams Phone readiness assessment
• Contact us at +1 469 7189287 or visit awantrix.com/contact

Let’s build a Teams Phone solution that scales with your business and delivers reliable, cost-effective voice for years to come.

Call quality monitoring and analytics

Regular reviews to optimize costs and plan mix

Carrier and SBC management (for Direct Routing customers)

Number porting fees

Toll-free and international rates

SBC infrastructure (if Direct Routing)