What is Microsoft Teams Direct Routing? A complete Guide
Microsoft Teams has become the go-to platform for unified communication and collaboration offering chat, video meetings, file sharing, and project management all in one place. But when it comes to integrating voice calling (the ability to make and receive external phone calls through Teams), many businesses hit a roadblock.
If you’re looking into direct routing for Microsoft Teams, here’s what you need to know.
Microsoft offers Calling Plans to enable voice in Teams, but they come with limitations: higher costs, regional restrictions, and limited flexibility. This is where Microsoft Teams Direct Routing comes in offering a more adaptable, scalable, and cost-effective way to connect Teams to the traditional phone network (PSTN) using Session Border Controllers (SBCs) and SIP trunks.
With Direct Routing, your business can unlock powerful voice features inside Teams without being locked into Microsoft’s default plans.
In this article, we’ll cover:
- What Microsoft Teams Direct Routing is and how it works
- The benefits of Direct Routing vs. Microsoft Calling Plans
- How to choose the right Direct Routing provider for your business
- How PBX.IM makes Teams voice calling easy, secure, and scalable
What is Microsoft Teams Direct Routing?
At its core, Microsoft Teams Direct Routing is a way to add full phone calling capabilities to your Microsoft Teams setup without being tied to Microsoft’s own Calling Plans.
When you use Microsoft Teams for chat, meetings, and collaboration, your team stays connected inside the platform.
But what if you want to call regular phone numbers like a customer’s mobile or a supplier’s office landline? Microsoft’s built-in solution is Microsoft Calling Plans, which give you phone numbers and calling features through Microsoft’s network. However, these plans can be expensive, limited by region, and not flexible enough for many businesses.
That’s where Direct Routing comes in.
Direct Routing connects your Microsoft Teams environment to the Public Switched Telephone Network (PSTN), the regular phone network that allows you to call mobiles and landlines around the world, using a Session Border Controller (SBC) and SIP trunks. Instead of relying solely on Microsoft’s service, Direct Routing lets you choose your own VoIP provider (like PBX.IM) to handle the calling side. This gives you more control over costs, flexibility to scale, and the ability to use advanced call features.
Here’s a simple breakdown:
- Teams Direct Routing lets your business use Microsoft Teams as a full business phone system.
- You can keep your existing phone numbers or choose new ones, and connect them to Teams.
- Calls are managed by a secure SBC (a virtual gatekeeper) and routed through a SIP trunk (a digital phone line) provided by a trusted provider like PBX.IM.
- You gain access to advanced features like voicemail, auto-attendants, call queues, and local caller IDs plus global coverage.
Get Microsoft Teams Direct Routing with PBX.IM
How Does Teams Direct Routing Work?
Basically, Direct Routing acts as a bridge that connects your Microsoft Teams platform to the outside world the regular phone network. This allows your team to make and receive calls to any number, anywhere, directly from within Teams.
Here’s a more detailed look at how it all works:
Microsoft Teams as Your Communication Hub
Your team already uses Microsoft Teams for internal communication: messaging, meetings, file sharing, and more. But Teams doesn’t automatically let you call external phone numbers, like a customer’s cell phone or a supplier’s landline. That’s where Direct Routing fills the gap.
Let’s take each component one by one:
The Role of the Session Border Controller (SBC)
The SBC is like a translator and a security guard rolled into one. It connects your Teams environment to the outside phone network, converting digital calls from Teams into a format that the public phone system understands and vice versa. It also handles things like call routing, traffic management, and keeping your voice data secure.
Key benefits of an SBC:
- Converts Microsoft Teams digital calls to standard phone calls (and back)
- Secures call data with encryption
- Ensures high-quality voice transmission even under heavy call loads
SIP Trunking - Your Virtual Phone Lines
A SIP trunk is like a virtual highway for your calls, connecting the SBC to the Public Switched Telephone Network (PSTN) the global phone system we all use for mobile and landline calls. Instead of using physical phone lines, SIP trunks carry calls over the internet. This means you can scale up your calling capacity without expensive hardware.
SIP trunk helps your business to:
- Reduces costs compared to traditional phone lines
- Scales easily with your business needs
- Works from anywhere with a stable internet connection
PSTN - The Global Phone Network
This is the network your customers, partners, and suppliers use to make and receive calls. Direct Routing ensures that your Teams environment connects to this network so when you call a mobile or landline number, it goes through just like any regular phone call.
Modern and More Efficient Communication with Teams Direct Routing
Now that you understand how the direct routing works, let’s look into some of the main benefits it offers to your business:
1. A Single Hub for All Communication
With Direct Routing, Microsoft Teams becomes your one-stop platform for all communication: messaging, meetings, file sharing, and now, phone calls to external numbers. No need to switch between multiple apps or systems. It’s all integrated and easy to use.
2. Greater Flexibility Than Microsoft Calling Plans
Microsoft’s own Calling Plans are limited by region, cost more, and may not offer the features your business needs. Direct Routing gives you the freedom to:
- Choose your own VoIP provider (like PBX.IM) for better rates and service
- Use your existing phone numbers and keep them when moving to Teams
- Access global calling in 190+ countries
- Customize features like auto-attendants, call queues, and local caller IDs
3. Scalable and Cost-Effective
Whether you’re a small business or a growing enterprise, Direct Routing scales with you. With SIP trunking and a managed SBC from PBX.IM, you can add users, phone lines, and features as needed. You can check PBX.IM’s pricing page here.
4. Advanced Call Features for Professional Service
Your clients expect more than just a “hello.” Direct Routing lets you deliver:
- Voicemail-to-email so messages never get missed
- Call queuing and routing to connect clients to the right person
- Local caller ID that builds trust and improves answer rates
- Advanced call analytics to monitor performance and optimize workflows
5. Designed for Hybrid and Remote Work
Your team isn’t always in the same place and that’s okay. Direct Routing works wherever your team does, as long as they have Teams and an internet connection. PBX.IM ensures that remote and hybrid workers have the same high-quality calling experience as in-office staff.
Here are some use cases where Teams Direct Routing usually works best:
- Sales teams making outbound calls to clients and prospects globally
- Support centers handling high call volumes with smart routing and queuing
- Professional services (law, finance, consulting) needing reliable voice communication with clients
- Healthcare providers coordinating appointments and follow-ups securely
- Any organization wanting to modernize and simplify its communication systems
By using PBX.IM’s Direct Routing, you’ll streamline communication, reduce costs, and improve the customer experience all while staying inside the familiar Teams platform. Download our guide to modern business communication
Teams Direct Routing a New Solution in Cloud Telephony?
If Direct Routing sounds interesting for your business let’s see how it fits into the cloud telephony trend.
Cloud telephony, also known as hosted telephony or VoIP (Voice over Internet Protocol), delivers phone services via the internet rather than traditional phone lines. With cloud telephony:
- There’s no need for expensive PBX hardware in your office.
- Calls can be made and received from anywhere with an internet connection.
- You can scale your phone system easily as your business grows.
- Advanced features like call forwarding, voicemail, and analytics are built-in.
Direct Routing brings cloud telephony directly into Microsoft Teams, transforming it from a collaboration tool into a complete cloud-based phone system instead of relying on Microsoft’s own Calling Plans.
Microsoft Teams Calling Plans vs. PBX.IM Direct Routing?
Speaking of Microsoft Calling Plans, let’s analyze how they are different from PBX.IM Direct Routing.
If you are a business owner looking into ways to add voice calling to Microsoft Teams you have 2 options:
- Microsoft Calling Plans (Microsoft’s built-in calling service)
- Direct Routing with PBX.IM (a flexible solution that connects Teams to the global phone network)
We will take each one, step by step, to see which one better suits your needs.
Microsoft Calling Plans
Microsoft’s Calling Plans let you make and receive calls within Teams, but they come with limitations:
- Higher costs, especially as your team grows
- Limited to certain regions, meaning not all countries are covered
- Fewer customization options (you’re tied to Microsoft’s setup)
- Basic support and you may need to manage numbers and features on your own
PBX.IM Direct Routing
With PBX.IM, you get a more flexible, scalable solution:
- Lower and more predictable pricing, even as you grow
- Global coverage since you can call and receive from over 190 countries
- Keep your current phone numbers or choose new ones
- Customize call routing, caller ID, voicemails, and more
- Full support with easy setup and ongoing help from real people
- Scalable for small teams or large call centers
Why Switch to PBX.IM Direct Routing?
- Save money compared to Microsoft’s plans
- Gain global reach and flexibility
- Keep control of your numbers and call setup
- Get dedicated support for a smoother experience
How to Choose a Direct Routing Provider?
If you feel like you already have enough reasons to start using Direct Routing, let’s analize together some of the criterias you should look into when choosing a provider.
1. Global Coverage
Your provider should offer service not just in your region but anywhere your business operates. PBX.IM supports calling in over 190 countries, so your calls go through wherever your clients or team members are.
2. Easy Integration with Microsoft Teams
You want a provider that makes connecting Teams to the phone network simple. PBX.IM handles all the technical parts, including SBC setup, SIP trunking, and number management so you can focus on running your business. Just drop a message to our support team here.
3. Competitive Pricing
Look for clear, predictable pricing that won’t blow your budget. PBX.IM offers flexible plans that grow with your business and save you money compared to Microsoft Calling Plans.
4. Feature-Rich Service
Your provider should give you professional features that make your team’s life easier, like:
- Local caller ID
- Voicemail-to-email
- Call routing and queues
- Real-time call reporting
PBX.IM includes all these features in one simple platform.
5. Reliable Support
When something goes wrong, you need help fast. PBX.IM offers dedicated support, 24/7, so you always have someone to turn to.
6. Security and Compliance
Choose a provider that meets your industry’s security and compliance needs (like GDPR, HIPAA, ISO). PBX.IM ensures your calls and data stay secure, with encryption and audit-ready logs.
How to Implement Direct Routing for Microsoft Teams without Hassle?
Ready to start using Direct Routing? Here are the steps you should follow:
1. Choose a Trusted Provider
Find a provider (like PBX.IM) that offers everything you need: global coverage, simple integration with Teams, secure SBCs, and full support.
2. Plan Your Setup
Work with your provider to figure out:
- Which phone numbers you want to keep or add
- How you want calls routed (e.g., by team, by location)
- What features you need (like call queues, voicemail-to-email)
3. Connect Your Teams Environment
Your provider will handle the technical connections between Teams, the SBC, and SIP trunks. With PBX.IM, this part is fully managed. Just contact our support team.
4. Test and Go Live
Your provider will test the setup to make sure calls are working properly. Once it’s all set, your team can start making and receiving calls right from Teams.
CTA: See full implementation guide on our Direct Routing service page
Compliance & Security in Direct Routing
If you are in industries that are highly regulated, like finance, healthcare or legal, you already know that security and compliance are non-negotiable. Here’s how PBX.IM ensures your business security:
Secure Call Handling
PBX.IM uses Session Border Controllers (SBCs) to manage and protect your voice traffic. These SBCs:
- Encrypt call data, so conversations stay private
- Keep your calls flowing smoothly, even during busy times
Data Privacy & Compliance
PBX.IM meets major compliance standards, including:
- GDPR for data protection
- ISO20071 certifications for quality and security
- HIPAA (if applicable) for healthcare-related calls
Reliable Uptime and Support
PBX.IM guarantees 99.99% uptime with SLA-backed uptime, so your phone system is always ready when you need it. Plus, our team is available to help with any issues or questions 24/7.
Ready to Enable Direct Routing in Teams?
Don’t let Microsoft Calling Plans hold your business back. With PBX.IM Direct Routing, you can unlock powerful calling features in Microsoft Teams at a lower cost, with more flexibility, and without the headaches.
- Seamless integration with Teams
- Global coverage in over 190 countries
- Keep or port your existing numbers
- Advanced call features like voicemail, call queues, and local caller ID
- SLA-backed uptime and dedicated support
- Simple setup and scaling as your business grows
Ready to take your Team's voice calling to the next level? PBX.IM makes it easy.