Microsoft Teams Phone can connect to the public phone network in three main ways. Calling Plans make Microsoft your phone carrier, which is the simplest option where available. Operator Connect lets you choose a participating carrier that connects to Teams through a managed, admin-center experience. Direct Routing connects your own or a provider’s Session Border Controller (SBC) to Teams, giving maximum flexibility for complex or regulated environments. The right choice depends on country availability, existing carrier contracts, number of sites and how much control you need.
Key Takeaways
- All three options require a Teams Phone license for users who make PSTN calls.
- Calling Plans: simplest, Microsoft as carrier, limited to supported countries.
- Operator Connect: carrier choice with simple setup in the Teams admin center.
- Direct Routing: most flexible, supports complex routing, legacy systems and specific carriers.
- For the UAE and other regulated markets, Operator Connect or Direct Routing with licensed local carriers is common; check current availability.
Comparison Table
| Factor | Calling Plans | Operator Connect | Direct Routing |
|---|---|---|---|
| Carrier | Microsoft | Participating operator | Any carrier via SBC |
| Setup complexity | Lowest | Low | Highest |
| Hardware | None | None (operator-managed) | SBC (on-premises or hosted) |
| Country availability | Limited list | Depends on operators | Broadest |
| Keep existing carrier contracts | No | If carrier participates | Yes |
| Complex routing and legacy PBX integration | Limited | Limited | Strong |
When to Choose Each Option
Calling Plans
Ideal for small and mid-size US organizations wanting fast setup with no carrier management.
Operator Connect
Good for organizations that want a familiar carrier, local support and better rates, with simple management in the Teams admin center.
Direct Routing
Fits multi-country organizations, regulated markets, contact centers, analog devices, or phased migrations from legacy PBX systems.
Migration Steps to Teams Phone
- Inventory numbers, call flows, auto attendants, call queues and analog devices.
- Assess network readiness for voice quality (bandwidth, QoS, latency).
- Choose the PSTN connectivity option per country.
- Port numbers and configure emergency calling.
- Build auto attendants, call queues and voicemail.
- Deploy headsets and Teams-certified devices.
- Pilot, train users, then cut over by site.
Do Not Forget Emergency Calling
Configure emergency addresses and dynamic emergency calling where supported. In the US, regulations such as Kari’s Law and RAY BAUM’S Act apply to multi-line telephone systems.
Moving everything to Microsoft 365? See our license comparison and migration cost guide.
How Skytech Enterprise Helps
Our Teams deployment and voice service plans and implements Teams Phone with Calling Plans, Operator Connect or Direct Routing for organizations in the USA and UAE. Plan your Teams Phone rollout.
Frequently Asked Questions
Do I need a Teams Phone license?
Yes. Users who make and receive external phone calls in Teams need a Teams Phone license (included in some plans such as E5) plus PSTN connectivity.
What is Operator Connect?
Operator Connect lets participating carriers provide PSTN calling for Teams, managed from the Teams admin center without your own SBC.
What is a Session Border Controller?
An SBC is a device or service that connects Teams to a carrier’s network securely in Direct Routing deployments.
Can we keep our existing phone numbers?
Usually yes. Numbers can be ported to Microsoft or an operator, or kept with your carrier through Direct Routing.
Is Teams calling available in the UAE?
Teams Phone can be used in the UAE through supported connectivity options with licensed local operators. Confirm current availability and regulations with your provider.
Can Teams replace our contact center?
Teams call queues suit simple scenarios; advanced contact centers typically use certified contact center solutions integrated with Teams.