Operator Connect & Direct Routing

Buying Guide: Operator Connect & Direct Routing

Choosing the right Operator Connect or Direct Routing solution is a critical decision for any organization looking to modernize its voice communications within Microsoft Teams. This guide will walk you through what these solutions do, key evaluation criteria, use cases, implementation considerations, pricing models, and selection tips.

What is Operator Connect & Direct Routing?

Operator Connect and Direct Routing are two methods for enabling external calling capabilities directly within Microsoft Teams, turning Teams into your organization's primary phone system.

• Direct Routing: This solution allows organizations to connect their existing or new Session Border Controllers (SBCs) to Microsoft Teams via a certified voice carrier. It offers maximum flexibility and control over the voice infrastructure, often preferred by larger enterprises with specific routing, security, or hybrid environment needs.
• Operator Connect: This is a newer, simpler alternative where Microsoft partners directly with telecommunication operators to provide PSTN (Public Switched Telephone Network) connectivity. The operator manages the SBCs and voice infrastructure, simplifying the deployment and ongoing management for the customer.

Both solutions eliminate the need for traditional PBX systems, centralizing voice and collaboration within the Teams platform.

Key Features to Evaluate

When considering Operator Connect or Direct Routing, focus on these critical features:

• PSTN Connectivity Quality & Reliability:
  • Geographic Coverage: Does the operator support your required call regions and international dialing?
  • Uptime Guarantees (SLA): What are the service level agreements for voice services? Look for 99.99% or higher.
  • Call Quality (MOS Score): Inquire about Mean Opinion Score (MOS) benchmarks for voice quality.
• Compliance & Security:
  • Regulatory Compliance: Does the provider meet local and international regulations (e.g., GDPR, HIPAA, CPNI)?
  • Security Protocols: Encryption standards (SRTP/TLS), fraud detection, and DDoS protection.
  • Emergency Services (E911/112): Robust and accurate emergency calling capabilities, including dynamic location routing.
• Management & Administration:
  • Portal Functionality: Intuitive portal for number management, call routing, analytics, and service changes.
  • Provisioning Speed: How quickly can new users and numbers be provisioned?
  • Reporting & Analytics: Detailed call logs, quality monitoring, and usage reports.
• Integration Capabilities:
  • Existing Systems: Can it integrate with CRMs, contact centers, or other business applications?
  • API Access: For custom integrations or automation.
• Support & Professional Services:
  • 24/7 Support: Availability and responsiveness of technical support.
  • Deployment Assistance: Will the provider assist with porting, configuration, and user training?

Common Use Cases

• Replacing Legacy PBX Systems: Consolidate voice communications into Teams, reducing hardware and maintenance costs.
• Centralizing Communications: Provide a unified experience for voice, chat, and video across all employees.
• Enabling Remote Work: Empower a distributed workforce with full telephony capabilities from any location.
• Global Voice Connectivity: Support international offices and remote employees with local dialing plans.
• Cost Optimization: Reduce long-distance calling costs and streamline telecom expenses.

Implementation Considerations

• Number Porting: Plan for lead times and potential disruptions when porting existing phone numbers.
• Network Assessment: Ensure your existing network infrastructure (bandwidth, QoS) can support high-quality voice traffic.
• User Adoption: Develop a communication and training plan to ensure smooth user transition to Teams Calling.
• Emergency Services Configuration: Meticulously configure E911/112 for all user locations.
• Pilot Program: Start with a pilot group before a full rollout to identify and resolve any issues.
• SBC Management (Direct Routing): Decide if you will manage your own SBCs or use a managed service.

Pricing Models

Pricing typically varies based on:

• Per-User Monthly Fee: Often tied to calling plans (e.g., domestic, international minutes).
• Usage-Based Charges: For calls exceeding bundled minutes or for specific international destinations.
• Number Charges: Monthly fees per DDI (Direct Dial In) number.
• Setup Costs: For porting numbers, initial configuration, or SBC deployment (Direct Routing).
• Add-on Features: Such as call recording, advanced analytics, or contact center integrations.

Selection Criteria

1. Compliance & Security: Non-negotiable for most organizations.
2. Scalability: Can the solution grow with your organization's needs?
3. Support Model: Ensure the provider offers the support level your IT team requires.
4. Cost-Effectiveness: Balance features and reliability with budget constraints.
5. Geographical Reach: Crucial for multi-national organizations.
6. Simplicity of Management: For Operator Connect, evaluate the simplicity promised; for Direct Routing, assess your team's capability to manage the SBCs or the provider's managed service.
7. References & Reviews: Seek feedback from other customers, especially those with similar organizational size and complexity.

By carefully evaluating these aspects, you can select the Operator Connect or Direct Routing solution that best aligns with your organization's strategic communication goals and operational requirements.