What Is Direct Routing?
Direct Routing connects your Microsoft Teams tenant to the public telephone network via a Session Border Controller (SBC) hosted by a certified telephony provider. Your provider (like PC Madness VoIP) manages the SBC and SIP trunking infrastructure. You pay the provider for call plans and DIDs; Microsoft does not need to be involved in billing at all.
Direct Routing is the most flexible option. You can use any certified telephony provider anywhere in the world, choose your own call plan, keep your existing numbers, and integrate with complex enterprise call routing.
What Is Operator Connect?
Operator Connect is a Microsoft-managed marketplace of certified carriers. Instead of configuring an SBC independently, you select a carrier inside the Microsoft Teams admin centre and they provision connectivity directly. The setup is simpler and fully managed by Microsoft and the carrier together.
In Australia, Operator Connect carriers include Telstra, Optus, TPG, and a handful of others. Smaller regional providers are generally not on the Operator Connect list.
Direct Routing vs Operator Connect: Key Differences
| Factor | Direct Routing | Operator Connect |
|---|---|---|
| Provider choice | Any certified provider | Microsoft-approved carriers only |
| Setup complexity | Moderate (SBC config) | Low (admin centre UI) |
| Number porting | Full flexibility | Carrier-dependent |
| Pricing | Competitive, often cheaper | Major carrier pricing |
| Regional Perth support | Yes (local providers) | Limited local support |
| Custom call routing | Full control | Limited |
Cost Comparison for Australian Businesses
Operator Connect carriers in Australia (Telstra, Optus) typically charge $25–$40 per user per month for Teams PSTN connectivity. Direct Routing through a local provider like PC Madness VoIP starts from $4.95 per Teams account per month — a fraction of major carrier pricing.
For a 20-person business: Operator Connect ≈ $500–$800/month vs Direct Routing ≈ $99–$160/month. The saving pays for itself almost immediately.
Which Should You Choose?
Choose Direct Routing if:
- You want the lowest possible per-user cost
- You need to keep existing phone numbers
- You want local Perth support, not a national call centre
- You need flexible call routing (IVR, ring groups, overflow)
- You are an SMB (most Australian SMBs are better served by Direct Routing)
Choose Operator Connect if:
- You want the simplest possible setup with zero SBC configuration
- You are a large enterprise with an existing Telstra/Optus relationship
- Cost is not a primary concern