If you’re here, you may or may not have heard of direct routing before. You may be wondering what it is, how it works, or why everyone’s talking about it. No matter the reason, we’ve got you covered with the ultimate guide to direct routing.
What is Direct Routing?
Any good guide begins with a definition. Direct routing is a technology that lets you make and receive phone calls directly within the Microsoft Teams app. It does this by connecting Teams to your existing phone system, which then connects to the public switched telephone network (PSTN).
It’s the perfect solution for businesses that want to:
- Maintain control over their phone numbers, routing, and call plans,
- Keep their current provider,
- Create a unified communication system, and
- Avoid switching to Microsoft calling plans, which are subscription-based and may not suit their needs.
How Does Direct Routing Work?
Direct routing is possible because of session border controllers (SBC). Traditionally, SBCs were physical devices you would install on-premises. But thanks to digital transformation, virtual SBCs are more commonly used these days.
Here’s how it works:
Step 1: When a user in Microsoft Teams initiates a call, the platform verifies the user’s credentials, ensuring they’re allowed to make calls. Once verification is complete, the call request is sent to the SBC.
Step 2: The SBC determines if the user has the required permissions for making the call.
Step 3: If they do, the SBC decides whether the call should be routed to your current phone system or if it should be handled within Microsoft Teams based on the destination of the call.
Step 4A: If the call should be routed to your phone system, the SBC converts the call to a “language” (i.e., signaling and media protocols) your system understands and sends it along. Your system will process and complete the call.
Step 4B: If the call should be handled in Teams, the SBC negotiates with Microsoft Teams to establish the call within the platform, ensuring that all protocols are compatible.
Step 5: Throughout this process, the SBC monitors the call, logging details for security and auditing purposes.
Think of the SBC as a mediator. It translates the communication protocols your phone system uses into a language that Microsoft Teams understands and vice versa, ensuring the conversation flows seamlessly between the two. It also acts as a gatekeeper, only allowing authorized communication to and from Teams.
Direct Routing Deployment Options
Now that you understand the basics, our guide to direct routing will touch on how this solution can be deployed.
Option 1: Self-Managed Direct Routing
These options are the ultimate version of “do it yourself” direct routing.
1. Hosted On-Premises
When you choose to host on-premises, you manage all the hardware required for Teams telephony on your property using appropriate hardware.
Benefits:
- More Control. You have complete control over your telephony infrastructure, so you can customize it to fit your specific needs.
- In-Depth Customization. The ability to design and configure your system according to your preferences.
- Extra Security. Physical control over hardware adds an extra layer of security.
Considerations:
- Specialized Expertise Required. Managing on-premises systems demands technical expertise in system design and maintenance.
- Physical Requirements. Setting up and maintaining physical hardware requires dedicated space.
- Complicated Collaboration. Coordinating with multiple third parties can be complex and time-consuming.
2. Hosted in the Cloud
Opting for cloud hosting means that your PBX and SBC gateways are hosted virtually.
Benefits:
- More Flexibility. There is no need for physical devices or infrastructure, making managing and scaling resources easier.
- Cost-Efficiency. Avoid upfront costs associated with physical hardware and reduce maintenance overhead.
- Better Accessibility. Access your telephony system from anywhere with an internet connection.
Considerations:
- Cloud Access Oversight. Managing cloud access adds complexity to the overall setup.
- Telecom Negotiations. Negotiating with telecom carriers for PSTN connectivity can be difficult if you don’t have the proper connections.
- Compliance Challenges. Adhering to the proper communication rules in the right places requires in-depth research and planning you may not have the time to conduct.
Option 2: Service Provider Managed (DRaaS)
Direct Routing as a Service (DRaaS) is the option where you trust the deployment of your direct routing to a service provider like TeamMate. They handle system design, configuration, infrastructure maintenance, and more. It lets you focus on your mission while providing best-in-class connectivity 24/7.
Benefits:
- Hands-Off Management. Outsourcing allows you to focus on your business while experts handle telephony management.
- Expertise Access. Benefit from the specialized expertise of service providers for system design and configuration.
- Cost Savings. DRaaS eliminates the need for an in-house IT team, specialized hardware, expensive provider contracts, and more – saving you a pretty penny.
Considerations:
- Service Fees. You pay regular fees to the DRaaS provider, usually every month. It’s like a fixed cost you can plan for, similar to a monthly subscription.
- Potential Premium Pricing. Some DRaaS options may cost more, especially if you require a unique setup.
Direct Routing vs. Calling Plans: The Advantages
Microsoft Calling Plans bundle phone numbers and minutes from Microsoft. Direct Routing connects Teams to a carrier or phone system you choose. For many organizations, that brings four advantages:
1. Cost control
Calling Plans come with fixed monthly costs and bundled minutes. With Direct Routing you choose your carrier and rate plan, so costs can follow how you actually call, including seasonal spikes, and you don’t pay for minutes you don’t use.
2. Keep the phone system you already have
Direct Routing can connect Teams to an existing PBX, so you keep the value of earlier investments and move people to Teams at your own pace, without disrupting operations.
3. Carrier choice
With Calling Plans, Microsoft is your phone carrier. With Direct Routing you pick carriers and negotiate rates, which helps when you operate in several regions or countries.
4. Flexibility for complex needs
Organizations that integrate with specialized systems, such as contact centers or legacy equipment, or that operate globally get more control over routing and voice services than a one-size-fits-all plan allows.
Operator Connect is another option, where a Microsoft-certified carrier provisions numbers into Teams for you. See Direct Routing vs. Operator Connect for how the two compare.
How to Implement Direct Routing: 4 Key Steps
Step 1: Assess your needs
Check that your IT team has the skills to run Direct Routing, then map your requirements: users and locations, expected call volumes, and any compliance or regulatory rules you must follow.
Step 2: Plan and prepare
Set clear goals, assign roles, and choose a deployment model: on-premises, cloud-hosted or a managed service. You’ll also need the right Microsoft licenses; see what licensing Direct Routing requires.
Step 3: Configure and test
Set up your session border controllers (SBCs), which bridge Teams and the phone network. Microsoft supports SBCs that are certified for Direct Routing. Connect any existing PBX, then test call flows thoroughly before rolling out to users.
Step 4: Monitor and maintain
Run regular health checks, keep a troubleshooting plan ready, and apply updates and security patches as they’re released.
If you’d rather not run SBCs yourself, Direct Routing as a Service hands the infrastructure to a provider. For service providers, TeamMate’s SIP Trunk Connector automates Direct Routing setup, including users, settings and call paths, with SBCs included.
