Zoom Operator Connect vs Direct Routing: which is better for Microsoft Teams?

By Michael Obraitis, Managing Partner, and Michael Dale, CEO · Published August 28, 2026 · Last reviewed August 2026 · Last reviewed August 28, 2026 · ADAM Pulse Knowledge Base

Short answer

Operator Connect is simplified, operator-managed PSTN for the native Teams dialer with no customer SBC. Direct Routing is more routing flexibility: existing PBX or analog, a certified or DRaaS Session Border Controller in the path, and Zoom Phone features that Operator Connect does not carry into Teams. The feature matrix matters more than the label. Microsoft allows both in one tenant if you name the split. Neither path is a universal winner.

The four-architecture hub is Zoom + Microsoft Teams: Complete Integration Guide. Setup steps for Operator Connect are in How to set up Zoom Operator Connect.

What is Zoom Operator Connect?

Microsoft’s definition: connect Teams Phone to the PSTN through a Microsoft-certified operator. The operator manages PSTN infrastructure. You manage users in the Teams admin center. No customer SBC to deploy and maintain.

Zoom’s setup article (KB0087617) describes Zoom for Microsoft Operator Connect as using Zoom as a telephony provider for Microsoft Teams Phone: admins provision and manage phone numbers from Zoom’s network inside Microsoft Teams, and Teams users make and receive PSTN calls through Zoom’s infrastructure.

This article does not claim that the name Zoom currently renders in Microsoft’s live Operator Connect directory. Check that directory for the country you are quoting.

What is Zoom Phone Direct Routing?

Microsoft’s Direct Routing model uses any PSTN operator through a certified Session Border Controller that you, your integrator, or a DRaaS provider manage. Zoom documents Zoom Phone for Microsoft Teams as Direct Routing as a Service: native Teams calling, Zoom as the PSTN provider, configured in Zoom and Teams admin portals.

Zoom’s Teams product page lists Direct Routing capabilities that go beyond Operator Connect’s published bullets, including automatic call recording, SMS (with the library caveat that native SMS inside the Teams client is not currently supported), business continuity, numbers on common areas, auto attendants, and call queues, and extension dialing across Teams and Zoom Phone users.

Which features actually differ?

When is Operator Connect the better starting point?

• Users must stay in the native Teams Calls app
• You do not want to own an SBC
• PSTN calling, numbers, and operator-managed infrastructure are the requirement
• SMS, fax, and other Zoom Phone extras are not on the mandatory list, or you will add embedded Zoom for those extras on a separate line

When is Direct Routing the better starting point?

• You need Microsoft’s Direct Routing flexibility: existing PBX, analog, or specialized routing
• You want Zoom Phone features Operator Connect does not document for Teams (validate recording, queues, continuity, extension coexistence against current Zoom docs)
• A DRaaS or customer SBC path is acceptable
• The tenant is GCC High or DoD, where Microsoft delivers Phone System via Direct Routing rather than Operator Connect

Can we use both?

Microsoft says yes: combine PSTN connectivity options for different personas, regions, or requirements. A common pattern is Operator Connect for knowledge workers who only need native Teams PSTN, and Direct Routing where PBX, analog, or extra Zoom Phone capabilities are required. Write two architecture lines. Do not invent a hybrid SKU name.

Frequently asked questions

Related articles

• Zoom + Microsoft Teams: Complete Integration Guide — the four-architecture hub so Operator Connect, Direct Routing, the plug-in, and Workplace for Teams are not mixed on a quote.
• Can Zoom Phone work with Microsoft Teams? — yes, and which of the three models you are actually buying.
• Zoom Phone vs Microsoft Teams Phone — two cloud PBXs; choosing the Teams client does not pick Microsoft as the PSTN carrier.
• How to set up Zoom Operator Connect — Zoom KB0087617 sequence: tenant, emergency addresses, numbers, Teams assignment, pilot.
• What is the best way to use Zoom Phone with Microsoft Teams? — start with UX, then features, countries, operating model, and a pilot.
• Zoom Phone and Microsoft Teams together: what actually integrates? — the existing live operational spoke for Direct Routing versus in-app Zoom Phone.

References

First-party Zoom and Microsoft pages, verified 28 August 2026. Feature matrices change; the current vendor page controls.

1. Microsoft Learn — Plan for Operator Connect (ms.date 2026-08-24)— operator-managed PSTN, no customer SBC when you do not want to deploy and maintain your own.
2. Microsoft Learn — PSTN connectivity options (ms.date 2026-07-31)— Direct Routing uses a certified SBC procured, installed, and managed by you, an integrator, or a DRaaS provider; options can be combined in one tenant.
3. Zoom — Zoom Workplace for Microsoft Teams— Operator Connect bullets: native Teams calling, numbers into Teams admin center, no SBC. Direct Routing bullets include recording, SMS, and continuity that Operator Connect does not list.
4. Zoom — Setting up Zoom for Microsoft Operator Connect (KB0087617)— SMS and fax are not available; not every Zoom Phone feature carries over.
5. Zoom — Managing Zoom Phone for Microsoft Teams (KB0057686)— native Teams app via Direct Routing; not the in-app Zoom app.