Can we mix Operator Connect and Direct Routing in one tenant?

Yes, many customers do this. For example, Operator Connect for head office, Direct Routing for sites that need local breakout or analog gear.

Can you provision DIDs with different carriers for redundancy?

Yes. We can allocate new DIDs from more than one carrier, or split existing ranges during migration.

Do we have to change all numbers on day one?

No, we can run staged ports and pilot groups, then cut over in waves.

What about fax, alarms, and lifts?

We provide analog gateways or alternate routing to support these services.

Do we need specific Microsoft licences?

Teams Phone licences are required for PSTN calling. We can advise on the right licence mix for your tenant based on your user count and requirements.

Can we keep using our existing desk phones?

If your phones are Teams-certified, yes. Otherwise, we can recommend Teams-certified devices or softphone-only setups depending on your preference.

What is the difference between Operator Connect and Direct Routing?

Operator Connect is carrier-managed with no SBC to run — fast to deploy and simple to manage. Direct Routing uses SBCs for more control over routing, compliance, and legacy device interop. You can mix both in one tenant.

How does Teams Calling integrate with the rest of Microsoft 365?

Teams Calling integrates natively with Outlook, SharePoint, Power Automate, Power BI, Dynamics 365, Azure AD, and Intune. Voice becomes part of your existing Microsoft workflows rather than a separate system.

Microsoft Teams

Teams Calling

Keep Teams as your hub for calls, meetings, and chat. We bring the phone system in — with carrier-grade voice, Australian numbers, and the features your business needs.

Get Started Compare Options

Teams Admin Centre — PSTN Calling

All Trunks Active

Operator Connect

Active

4 sites · 120 users

Direct Routing

Active

2 sites · 80 users

18

Active Calls

4.8

Call Quality

340

DIDs Active

99.99%

Uptime

Inbound PSTN12 active

Outbound PSTN6 active

Auto Attendant3 routing

Call Queues2 in queue

Active — Mark Thompson

Operator Connect • 02:18 • HD Voice • Sydney

LIVE

0%

Voice Uptime

0+

DIDs Available

0

Australian Sites

0+

Teams Deployments

How We Connect

Two Ways to Bring Calling into Teams

PCONNECT delivers SIP into Microsoft Teams in two ways. You can use one method, or mix both in the same tenant.

Option 1

Operator Connect

Plugs our carrier network directly into your Microsoft 365 tenant. Fast to deploy with minimal configuration.

Numbers and policies managed inside Teams
Built-in resilience across our voice network
Great fit for greenfield or simple migrations
No SBC infrastructure to manage

Deployment

Days to deploy

Complexity

Simple

Option 2

Direct Routing

Uses certified session border controllers for more control and advanced routing.

Flexible call policies and complex call flows
Site-based routing, survivability, analog and legacy PBX interop
Fine-grained control for compliance and recording
Ideal for branch sites or special requirements

Deployment

Weeks to deploy

Complexity

Advanced

Mix both in one tenant — use Operator Connect for simple sites and Direct Routing for sites with special requirements.

Technical Detail

Operator Connect vs Direct Routing

Both options deliver PSTN calling into Teams, but they differ in architecture, control, and complexity.

Aspect

Operator Connect

Direct Routing

SBC Infrastructure

Carrier-managed — no customer SBC needed

Customer or partner-managed SBCs — full control

Number Management

Teams Admin Centre with carrier API

SBC configuration + Teams PowerShell

Redundancy

Automatic via carrier network

Custom primary/secondary SBC failover

Best For

Standard call flows, fast deployment

Complex routing, analog devices, multi-carrier

Deployment Time

Typically days

Typically weeks

Ecosystem

Microsoft 365 Integration

Teams Calling works seamlessly with the broader Microsoft 365 ecosystem, making voice a natural part of your existing workflows.

Outlook

SharePoint

Power Automate

Power BI

Dynamics 365

Entra ID

Intune

Copilot

Outlook

Click to join calls, see presence, schedule callbacks from email

SharePoint

Share files during calls, store recordings in your document library

Power Automate

Trigger workflows from call events, automate post-call actions

Power BI

Build custom dashboards from call quality data and usage analytics

Dynamics 365

CRM screen pops, automatic call logging, customer context

Entra ID

Single sign-on, conditional access policies, MFA for voice

Intune

Manage Teams-certified devices, enforce security policies

Copilot

AI-powered call summaries, action items, and meeting recaps

Comparison

Separate Phone System vs Teams-Native Calling

Consolidate your phone system into Microsoft Teams and eliminate the complexity of running parallel platforms.

Separate Phone System

Two platforms to manage — phone system and Teams side by side

Staff toggle between apps for calls vs chat and meetings

Separate directories, presence, and contact lists

Phone system has its own admin console and support channel

No integration between call history and collaboration tools

Additional hardware and infrastructure to maintain

Duplicate costs for overlapping features

Teams-Native Calling

One platform for calls, chat, meetings, and file sharing

Make and receive PSTN calls directly in Teams — no app switching

Unified directory with presence across all communication types

Manage voice policies in the same Teams Admin Centre

Call history, recordings, and voicemail integrated into Teams

Teams-certified devices or softphone — your choice

Consolidated licensing within Microsoft 365 ecosystem

Call Flow

How a Call Reaches Your Team

How an inbound PSTN call routes through to a Teams user via Operator Connect or Direct Routing.

Inbound PSTN Call

Caller dials your number

PCONNECT Carrier Network

Geo-redundant voice network

Operator Connect / SBC

SIP delivery into Microsoft

Teams Platform

Call routing & policy engine

Auto Attendant / Queue

IVR, time-based routing

Teams User

Desktop, mobile, or desk phone

Inbound PSTN Call

Caller dials your number

PCONNECT Carrier Network

Geo-redundant voice network

Operator Connect / SBC

SIP delivery into Microsoft

Teams Platform

Call routing & policy engine

Auto Attendant / Queue

IVR, time-based routing

Teams User

Desktop, mobile, or desk phone

Ideal For

Who It Suits

Organisations already using Microsoft 365 and Teams

Businesses consolidating calling into Teams

Multi-site companies needing Australian numbers

Teams wanting to avoid a separate phone system

Enterprises with compliance and recording needs

Platform Features

Core Capabilities

Calling Features

Australian numbers, extensions, auto attendants, queues, time schedules, emergency calling

Contact Centre

Native queues for simple teams, advanced CC for skills-based routing and omnichannel

Recording & Compliance

Policy-based recording, searchable recordings, PCI-friendly pause/redact

Analytics

Real-time dashboards, adoption views, call quality MOS trends and alerting

Devices & Rooms

Teams-certified desk phones, headsets, meeting room systems, analog gateways

Carrier Resilience

Geo-redundant trunks, multi-carrier number hosting, certified SBCs with TLS/SRTP

Getting Started

How We Deliver It

PCONNECT manages the entire process from tenant assessment to go-live and beyond.

Step 1

Tenant Review

We assess your Microsoft 365 environment, licensing, and current call flows.

Step 2

Design

We recommend Operator Connect, Direct Routing, or a hybrid approach based on your needs.

Step 3

Number Planning

New numbers, porting, and DID allocation across all your sites.

Step 4

Staged Rollout

Pilot group first, then site-by-site cutover with PCONNECT support on standby.

Step 5

Go-Live & Support

Monitoring, policy changes, and regular health checks after launch.

1

Tenant Review

We assess your Microsoft 365 environment, licensing, and current call flows.

2

Design

We recommend Operator Connect, Direct Routing, or a hybrid approach based on your needs.

3

Number Planning

New numbers, porting, and DID allocation across all your sites.

4

Staged Rollout

Pilot group first, then site-by-site cutover with PCONNECT support on standby.

5

Go-Live & Support

Monitoring, policy changes, and regular health checks after launch.

FAQ

Frequently Asked Questions

Ready to Talk?

Contact PCONNECT and we will design the right approach for your Teams tenant, then deliver it with minimal downtime.

Get in Touch 1300 049 211