Operator Connect

What is Operator Connect for Microsoft Teams?

Have questions about Operator Connect? Learn everything you need to know about this solution.

Quick Overview

Learn about Operator Connect for Microsoft Teams

Operator Connect launched in September 2021 as the next evolution of Microsoft’s Direct Routing service. This solution simplifies the process of integrating Public Switched Telephone Network (PSTN) connectivity into Microsoft Teams through a platform that’s configurable and available through one convenient dashboard. Businesses can choose from an extensive list of Microsoft-approved carriers, provisioning and de-provisioning new users from a dedicated dashboard.

Operator Connect allows any Microsoft Teams enabled device to be used for both inbound and outbound calls, making it the perfect option for businesses looking to integrate seamless PSTN-enabled calling with the familiar Microsoft Teams experience.

Interested in trying Operator Connect for your organization? Learn more about how to get started.

Use Cases

Who is Operator Connect for?

Operator Connect is designed for businesses that want seamless PSTN connectivity without the need to manage your SBCs in-house.

Choose Operator Connect if you:

Don’t have experience working with PowerShell

Want to deploy your phone system in the cloud

Prefer to work directly with a dedicated carrier

Need an easy way to onboard new users

Want to deploy a cost-effective calling solution

Want a simple, self-service way to manage numbers

Key terms for Operator Connect

Want to get the best experience from Operator Connect? Here are a few terms you should know.

The PSTN is the network of infrastructure and services that serves as the foundation for telecommunications. It includes traditional phone lines, fiber optics, and cellular networks. Although some organizations rely exclusively on VoIP solutions, most businesses still require PSTN connectivity for their day-to-day operations.

Microsoft-approved operators, also known as Operator Connect Partners, have been formally assessed and approved by Microsoft for participation in the Operator Connect program.

This means your operator is responsible for managing all the technical bells and whistles of your PSTN infrastructure, and that you should contact them for support should any issues arise. 

There are a few factors which together make Operator Connect so efficient from a budget standpoint: 

  • Minimal hardware requirements leading to reduced hardware spending. 

  • Less time, effort, and resources spent configuring voice for Teams. 

  • Dynamic scaling. 

  • No need to maintain or support on-premises hardware.

A term popularized by Microsoft to promote both Direct Routing and Operator Connect. It’s a fancy way of telling you that you can retain your existing carrier contracts and relationships when integrating PSTN services with Teams. 

E911 is a service responsible for routing 911 calls from devices such as smartphones, VoIP phones, and wireless phones. It supports GPS coordinates and enhanced location data, and in many states it’s required by law.

The default domestic and international calling plans used by Microsoft for non-Operator Connect PSTN calling solutions.

Carrier Approval Explained

How does carrier approval work for Operator Connect?

All Operator Connect carriers must be approved by Microsoft. After approval, a PSTN carrier is granted access to direct peering between the SIP trunking infrastructure and Microsoft Teams. Carriers can also automate parts of the provisioning, billing, and reporting processes. 

Getting approved to become an Operator Connect Partner comes with several requirements, including: 

  • End-to-end quality of service and a strong service-level agreement
  • Direct peering through
  • Microsoft Azure Peering Service (MAPS)
  • Fully regulated and/or licensed to provide phone numbers and PSTN service
  • At least two employees who have passed the Practical Guidance Assessment for Voice
  • At least two employees with Microsoft 365: Certified Teams Administrator Associate
  • Capacity to provide Tier 1 support, acting as the initial point of contact for customers
  • Suitable architecture, integration infrastructure, and interconnection infrastructure
  • E911 support

Operator Connect is currently supported in more than sixty countries, and most major telecommunications vendors and carriers are approved operators. Because Operator Connect is a managed service, vendors take care of all the technical work for PSTN integration. Operator Connect Partners may also offer a range of different value adds such as on-demand scaling, a self-service portal for billing and management, and unlimited calling plans.

Pros & Cons

What are the pros and cons of Operator Connect?

Advantages of Operator Connect

If you’re already working with an Operator Connect Partner as your carrier, you’ll be able to retain your current relationships, pricing, and contracts. You’ll also keep your current business numbers, with no porting required to integrate them into the Microsoft Teams phone system. Most leading carriers and PSTN providers are already vetted and approved by Microsoft. 

Operator Connect is generally viewed as the most cost-effective way for a business to add PSTN functionality to its Teams deployment. It’s important to note, however, that Operator Connect Partners maintain many different pricing models. Choosing the wrong provider could potentially undercut any savings gained from using the service. 

There are a few factors which together make Operator Connect so efficient from a budget standpoint: 

  • Minimal hardware requirements leading to reduced hardware spending. 
  • Less time, effort, and resources spent configuring voice for Teams. 
  • Dynamic scaling. 
  • No need to maintain or support on-premises hardware.

Administrators can connect third-party carriers to Teams via an interface which also allows them to handle user management, provisioning, and de-provisioning. There’s no coding or PowerShell knowledge required on the backend; everything is simple enough that even a business with no IT professionals can understand and leverage it. 

Using Operator Connect allows an organization to benefit from their PSTN provider’s comprehensive professional expertise. Many providers also track and report usage on the behalf of their clientele, enabling businesses to identify possible bottlenecks in their deployment. 

Operator Connect also provides at least some guarantee of connectivity, as clients are connected to both their carrier’s and Microsoft’s infrastructure. Coverage for Operator Connect typically spans a more comprehensive area compared to its alternatives, as well. Most importantly, because Microsoft holds its Operator Connect Partners to such a high standard, Operator Connect Partners typically provide superior security coupled with an excellent service-level agreement. 

Disadvantages of Operator Connect

Operator Connect isn’t something you can use straight out of the box with your other Microsoft products. In order to deploy and leverage the service, you’ll need to purchase additional licenses. At the minimum, this includes a basic Teams license, a Microsoft Phone System license, and a PSTN add-on. The price of these licenses together typically starts around $22.50 per user per month. Less expensive than many alternatives, certainly — but still by no means free. 

Operator Connect is a highly flexible service in its own right. However, it offers less customizability compared to its predecessor, Direct Routing. This means that if your organization needs to accommodate complex telecommunications needs, you may find Operator Connect somewhat lacking. The service’s reduced complexity also renders it slightly less versatile. 

Because Microsoft has incredibly stringent requirements for its list of approved carriers, your options are naturally somewhat more limited with Operator Connect than with other choices. In most cases, if your carrier of choice doesn’t appear on that list, you’re out of luck. With that said, most major carriers are also approved.

North American coverage

G12 Communications offers Operator Connect for Microsoft Teams in the following places* :

Alabama
Alaska
Arizona
Arkansas
California
Colorado
Connecticut
Delaware
Florida
Georgia
Hawaii
Idaho
Illinois
Indiana
Iowa
Kansas
Kentucky

Louisiana
Maine
Maryland
Massachusetts
Michigan
Minnesota
Mississippi
Missouri
Montana
Nebraska
Nevada
New Hampshire
New Jersey
New Mexico
New York
North Carolina
North Dakota

Ohio
Oklahoma
Oregon
Pennsylvania
Rhode Island
South Carolina
South Dakota
Tennessee
Texas
Utah
Vermont
Virginia
Washington
West Virginia
Wisconsin
Wyoming

Alberta
British Columbia
Manitoba
New Brunswick
Newfoundland and Labrador
Northwest Territories
Nova Scotia
Nunavut
Ontario
Prince Edward Island
Quebec
Saskatchewan
Yukon

*Disclaimer: Momentum Operator Connect may not be available in select remote areas

Features Overview

What calling features are available within Operator Connect?

Operator Connect goes well beyond basic voice calling. The service also supports a wide range of additional calling features. These include, but are not limited to:

  • Auto Attendant/Call Queues
  • Voice Policies
  • Connectivity
  • Third-Party Integration via the 365 API
  • Streamlined Number
  • Provisioning
  • Number Porting
  • Service Management
  • Joint Microsoft/Carrier Support
  • Flexible, Usage-Based Pricing
  • Streamlined Number
  • Management
  • + More

Operator Connect, Direct Routing, or Calling Plans?

1

Operator Connect

Operator Connect is a more hands-off version when compared to Direct Routing. Still, there are many scenarios where Direct Routing may be the better option. 

2

Direct Routing

Direct Routing lets you choose any PSTN carrier, while Operator Connect restricts you to approved partners. It’s more complex, making it ideal for larger enterprises with specific infrastructure needs and greater control over their Teams Phone environment.


3

Microsoft Teams Calling Plans

This option replaces both Operator Connect and Direct Routing, making Microsoft your carrier. You’ll need to cancel any existing contracts and pay Microsoft’s rates. Calling Plans work well for smaller organizations needing inbound calls but can be inefficient for larger teams with high usage.

Features Overview

Key questions to ask when comparing Operator Connect, Direct Routing, and Calling Plans

Create a feature-rich calling experience in Teams

Microsoft Teams brings all your favorite business phone and collaboration features into a unified experience.

Teams Contact Center

Upgrade your business phone lines and streamline customer interactions

Teams Attendant Console

Equip your Teams' deployment with a advanced call management features

Teams Call Recording

Access insights into business operations with a recording solution

Teams Texting

Improve customer engagement by adding two-way SMS texting

Teams Faxing

Send and receive faxes directly within the Microsoft Teams dashboard

Teams Call Analytics

Gain a competitive edge with a robust contact center analytics platform

Create a feature-rich calling experience in Teams

Microsoft Teams brings all your favorite business phone and collaboration features into a unified experience.

Teams Contact Center

Upgrade your business phone lines and streamline customer interactions

Teams Attendant Console

Equip your Teams' deployment with a advanced call management features

Teams Call Recording

Access insights into business operations with a recording solution

Teams Texting

Improve customer engagement by adding two-way SMS texting

Teams Faxing

Send and receive faxes directly within the Microsoft Teams dashboard

Teams Call Analytics

Gain a competitive edge with a robust contact center analytics platform

Quick Overview

How do I set up Operator Connect?

Looking to try Operator Connect? Follow these steps to start your free trial.

  1. Visit the Teams Admin Center and select Operator Connect
  2. Select Momentum as your Operator
  3. Click Start Your Free Trial to access the registration page
  4. Fill out the form
  5. Momentum will get in touch to start the onboarding process
  6. Get approved and receive an email to start using Operator Connect

***Operator Connect is also available through a managed registration. Contact Momentum to learn more.

book a call

Start making phone calls directly in Microsoft Teams

Turn Microsoft Teams into a dedicated business calling solution with help from a reliable, experienced Operator Connect Partner.

Momentum