What is Direct Routing for Microsoft Teams?

Last updated: 27 September 2026

Direct Routing lets you make and receive normal phone calls in Microsoft Teams using a telephone provider of your choice, rather than Microsoft’s own Calling Plans. Your team can use Teams on computers, mobiles and desk phones as a full business phone system, with your existing numbers.

How does it work?

Teams Phone connects to a telecoms provider through a certified session border controller (SBC), usually hosted by the provider. Calls then travel over the provider’s network to the public phone network. You will need a Teams Phone licence (included in Microsoft 365 E5, or available as an add-on) for each user.

Direct Routing vs other options

• Microsoft Calling Plans: Microsoft provides the numbers and minutes. Simple, but often more expensive, with fewer features.
• Operator Connect: a provider connects to Teams directly, managed from the Teams admin centre.
• Direct Routing: the most flexible option. Keep your numbers, choose your tariffs and add features such as call recording, call centre queues or CRM integration.

Is it right for us?

If your staff already work in Teams all day, putting calls in Teams reduces the number of apps they need and supports hybrid working. ABCOM is a Gamma Technical Alliance partner and can set up Teams calling with your existing numbers. See our business phone systems.