When businesses move their phone systems into Microsoft Teams, the biggest decision is not the app it is how real phone numbers connect to it.
Microsoft offers three ways to enable external calling inside Teams: Microsoft Calling Plans, Direct Routing, and Microsoft Operator Connect. For most modern organisations, Operator Connect is now the easiest and most reliable option.
This guide explains what Microsoft Operator Connect is, how it works, how it compares to other PSTN options, and when it is the right choice for your business.
What Is Microsoft Operator Connect?
Microsoft Operator Connect is a Microsoft certified carrier integration that allows telecom operators to connect directly into Microsoft Teams.
Instead of Microsoft acting as your phone carrier, your chosen operator supplies phone numbers, inbound and outbound calling, and emergency services — while Microsoft Teams provides the calling interface, users, and features.
In simple terms, Operator Connect lets you use real business phone numbers inside Microsoft Teams without running any telecom infrastructure.
It removes the need for:
- On-premise PBX systems
- SIP trunks
- Session Border Controllers (SBCs)
- Complex voice networking
Everything runs securely in Microsoft’s cloud using a Microsoft-approved carrier.
How Microsoft Operator Connect Works
Operator Connect links your Microsoft 365 tenant with a Microsoft-approved telecom provider over Microsoft’s private cloud network.
Here is how a call works:
- A customer dials your business phone number
- The call enters your operator’s telecom network
- The operator routes the call into Microsoft’s cloud
- Microsoft Teams delivers the call to the correct user, call queue, or auto attendant
- The Teams app rings on desktop, mobile, or VoIP desk phone
The call never touches your office phone system or physical servers. This is why Operator Connect delivers carrier-grade call quality with cloud-level simplicity.
What You Need to Use Microsoft Operator Connect
To use Operator Connect, your business needs:
- Microsoft Teams Phone licences
- A Microsoft 365 tenant in Teams-only mode
- A Microsoft-approved Operator Connect provider
- An internet connection for Teams clients
You do not need SBCs, PBX hardware, or specialist telecom engineers. Everything is managed inside the Microsoft Teams Admin Center.
How Much Does Microsoft Operator Connect Cost?
Microsoft Operator Connect does not have a single fixed price. The total cost depends on your telecom provider, the type of numbers you use, and how much you call. You pay for Microsoft Teams Phone licences from Microsoft and pay your Operator Connect carrier for phone numbers and calling services.
Some operators charge per user per month, others charge per number, and many include call bundles or usage-based pricing. Because multiple carriers compete inside Operator Connect, businesses can usually find better pricing and coverage than with Microsoft Calling Plans or legacy PBX systems.
Operator Connect vs Direct Routing
Direct Routing allows businesses to connect their own SIP trunks into Teams. This requires deploying and maintaining SBCs, handling security, and managing telecom infrastructure.
Operator Connect removes all of that.
Feature | Operator Connect | Direct Routing |
SBC required | No | Yes |
Setup complexity | Low | High |
Infrastructure | None | Required |
Carrier choice | Yes | Yes |
Ongoing maintenance | Minimal | High |
Best for | Most businesses | Complex global telecom |
Direct Routing is powerful but heavy. Operator Connect delivers the same carrier flexibility without the complexity. Read More about Operator Connect vs Direct Routing
Operator Connect vs Microsoft Calling Plans
Microsoft Calling Plans make Microsoft your phone carrier. This is simple but limited.
Operator Connect lets you use real telecom providers inside Teams.
Feature | Operator Connect | Calling Plans |
Who provides numbers | Your operator | Microsoft |
Country coverage | Wide | Limited |
Number porting | Flexible | Restricted |
Enterprise telecom | Yes | Basic |
Carrier choice | Yes | No |
For most businesses, Operator Connect offers far more control and scalability.
Why Businesses Choose Microsoft Operator Connect
Microsoft Operator Connect offers several clear advantages for modern businesses:
- No telecom hardware – no PBX, SBCs, or SIP trunks to manage
- Simpler administration – everything is managed in the Teams Admin Center
- Better call quality – calls run over certified carrier networks directly linked to Microsoft
- Flexible number porting – keep existing numbers with minimal disruption
- Easy scaling – add or remove users without installing new phone lines
You get the reliability of a telecom operator with the simplicity of Microsoft Teams.
See which Teams Phone solution fits your business.
How to Choose an Operator Connect Provider
Your Operator Connect provider will directly impact call quality, reliability, and customer experience. When choosing one, look at:
- Country and number coverage
- Speed and accuracy of number porting
- Emergency calling support
- Network quality and Microsoft peering
- Support response times
- Call analytics and reporting
Not all providers offer the same level of service.
How to Set Up Microsoft Operator Connect
The setup process is fully cloud-based:
- Choose an Operator Connect provider
- Connect the provider in Microsoft Teams Admin Center
- Order or port phone numbers
- Assign numbers to users, call queues, or auto attendants
- Start making and receiving calls
Your old phone system continues to work until all numbers are fully transferred.
Set up Operator Connect for your Microsoft Teams Phone.
Who Should Use Microsoft Operator Connect
Operator Connect is ideal for:
- Businesses replacing legacy PBX systems
- Teams using Microsoft Teams as their main phone platform
- Hybrid and remote teams
- Multi-office organisations
- Sales and support teams that depend on call quality
If you want professional business calling without running telecom infrastructure, Operator Connect is the best option.
Is Microsoft Operator Connect Secure?
Yes. Calls run over Microsoft’s private cloud network and the operator’s carrier-grade infrastructure. Voice traffic is encrypted, authenticated, and protected by Microsoft’s security platform.
This makes Operator Connect more secure than traditional SIP-based phone systems.
Can I Keep My Existing Phone Numbers?
Yes. Your Operator Connect provider ports your existing numbers into Microsoft Teams.
During porting:
- Your old service remains active
- Calls continue to flow
- Once complete, all calls move to Teams automatically
Your customers never experience disruption.
Related FAQs:
How is Operator Connect different from Microsoft Calling Plans?
With Operator Connect, you choose your own telecom provider instead of Microsoft being the carrier. This gives better number coverage, porting flexibility, and enterprise telecom features. Calling Plans are simpler but more limited.
Is Operator Connect better than Direct Routing?
For most businesses, yes, because it removes the need to manage SBCs and telecom infrastructure while still giving you carrier-grade call quality and number control. If you want to understand how Direct Routing works in more detail, you can read our Direct Routing guide.
Do I need special hardware?
No special hardware is required to use Operator Connect. Everything runs in Microsoft’s cloud and your operator’s network. Users just need the Teams app or a Teams-compatible phone.
Is Operator Connect suitable for large businesses?
Yes, Operator Connect is designed for organisations of all sizes. It supports multiple locations, large call volumes, and enterprise-grade reliability. This makes it ideal for growing and global teams.
How long does it take to move to Operator Connect?
The setup itself is quick once you choose a provider. Number porting usually takes a few days to a few weeks depending on the carrier. Your old phone system stays active until the transfer is complete.
Can Operator Connect work across multiple office locations?
Yes, Operator Connect is designed for multi-site and remote teams. Users in different locations can share the same phone system inside Microsoft Teams. All numbers are managed centrally.
Final Thoughts
Microsoft Operator Connect is how modern businesses connect real phone networks to Microsoft Teams without running their own telecom systems. It delivers carrier reliability, cloud simplicity, and enterprise-grade calling making it the smartest way to run Microsoft Teams Phone for most organisations.
Explore the best Operator Connect options for Teams.
