Teams Calling: Calling Plan, Operator Connect, or Direct Routing

For Teams calling, you have three connection paths to the public telephone network available: Calling Plan, where Microsoft itself acts as the carrier and provides phone numbers along with included minutes, Operator Connect, where a certified external provider handles the connection without you operating your own technology, and Direct Routing, where you use your own carrier and your own Session Border Controller. All three paths require a Teams Phone license in addition to the base license. As of: August 2026.

What is the easiest way to get started with Teams calling?

The easiest way to get started is usually the Calling Plan, because Microsoft acts as the carrier and you obtain phone numbers directly through the Microsoft admin center, without having to conclude additional contracts with a telephony provider. For this you need a Microsoft Teams Calling Plan license in addition to the Teams Phone license. The downside is lower flexibility, Calling Plans are not available in every country and the selection of rate plans is more limited than with a free choice of carrier. Details on all three connection types are provided by the Microsoft Learn overview of PSTN connectivity.

When does Operator Connect fit better than a Calling Plan?

Operator Connect fits better if you want to continue using a specific, often already existing telephony provider without operating your own SBC infrastructure. The provider handles the technical connection to Teams, you select it from the Microsoft 365 Operator Connect directory and arrange the number porting directly with that operator. This combines part of the freedom of Direct Routing, namely the choice of carrier, with part of the simplicity of the Calling Plan, namely not having to run your own SBC hardware or software.

When is the effort of Direct Routing worthwhile?

Direct Routing is worthwhile if you want to keep an existing telephony provider with cheaper or more specialized rates that this provider does not offer through Operator Connect, or if you need full control over the routing and the Session Border Controller configuration. With Direct Routing, Microsoft only sees the FQDN of your SBC, the actual phone system logic stays with you or your service provider, which means more freedom but also more operational responsibility. A planning guide on this is provided by Microsoft Learn on Direct Routing.

Can the three connection paths be mixed?

Yes, the three paths can be mixed per user, for example part of your workforce can make calls with Calling Plan while another part is connected via Direct Routing, for instance because individual locations have different requirements. What matters here is that each user has only one active PSTN path at a time, even though Direct Routing can technically include users with Calling Plan or Operator Connect numbers. Before you decide, it is worth taking stock of your existing phone contracts and number inventory, ideally as part of a broader Microsoft 365 automation consulting, which also includes adjacent processes such as approvals or call forwarding.

Frequently Asked Questions about Teams Calling

Do I need the same license for all three connection types?

All three paths require a Teams Phone license, and the Calling Plan additionally requires its own Calling Plan license with an included-minutes allowance. With Operator Connect and Direct Routing, you instead pay the actual call costs directly to your chosen carrier or operator, not through an additional Microsoft license.

How does number porting work when switching?

With Operator Connect, you arrange the porting directly with the new operator, who takes over the number into their system and provisions it for Teams. With Direct Routing, the phone number technically stays with your existing carrier, you simply route the calls to Teams via your SBC, so a classic porting process is often not necessary at all.

Can I switch from one path to another later?

A switch is generally possible but involves effort, such as new licensing, possibly number porting, and a change to the user configuration in the Teams admin interface. Therefore, do not plan a switch at short notice, but with a clear time window and, if possible, a test run with a small group of users.

Which path is easiest to manage for a small business without its own IT?

For a small business without its own IT department, the Calling Plan is usually the lowest-maintenance option, because Microsoft operates the entire carrier infrastructure and you do not need to maintain your own SBC technology. Operator Connect is a good alternative if you are attached to a specific provider but likewise do not want to operate your own telephony technology.