Microsoft Teams Operator Connect

UCaaS products from various OEM’s like MS Teams, Cisco Webex, RingCentral and others, are increasingly becoming more competitive by introducing new features/ offerings every month. 

Before we talk about Microsoft Teams Operator Connect, let’s look at various Microsoft Teams PSTN Connectivity options: 

• Calling Plan. An all-in-the-cloud solution with Microsoft as your PSTN carrier. 
• Operator Connect. With Operator Connect, if your existing carrier is a participant in the Microsoft Operator Connect program, they can manage PSTN calling and Session Border Controllers (SBCs). 
• Direct Routing, which enables you to use your own PSTN carrier by connecting your Session Border Controller(s) (SBC) to Teams Phone. 

You can also choose a combination of options, which enables you to design a solution for a complex environment, or manage a multi-step migration.

Why Microsoft introduced Operator Connect, when it sounds so similar to Calling Plans? 

Microsoft’s take on this offering is somewhere in the middle. There was a NEED for organizations to use their existing carriers* and still not manage Session Border Controllers (SBC’s). Hence Operator Connect. Obviously, you can always choose a “Direct Routing as a service” from your carrier, who may or may not have participated in Microsoft Operator Connect program. 

Direct Routing is usually used in very complex environments and also in environments where customer is looking to manage their Enterprise SBC’s. This allows them to integrate with legacy PBX’s, POTS lines etc, use Audio Conferencing with Direct Routing and customize the solution. 

When compared with calling plans, Microsoft becomes the PSTN carrier. 

* Microsoft has on-boarded various PSTN carriers to participate in the Operator Connect program. Before selecting operator connect as a solution, please check if your provider is part of the list. 

Now, what is Microsoft Teams Operator Connect? 

Operator Connect is another option for providing Public Switched Telephone Network (PSTN) connectivity with Teams and Phone System. 

If your existing carrier is a participant in the Microsoft Operator Connect program, they can manage the PSTN service to Teams. Your carrier manages the PSTN calling services and Session Border Controllers (SBCs), allowing you to save on hardware purchase and management. 

Is this a right solution for your organization? 

Operator Connect might be the right solution for your organization if: 

• Microsoft Calling Plan isn’t available in your geographic location. 
• Your preferred operator is a participant in the Microsoft Operator Connect program. 
• You want to find a new operator to enable calling in Teams. 

   Operator Connect Partnering PSTN Carriers 

Also, if you want to know the provider in your country providing Operator Connect services, please go to Operator Connect Directory. Complete list as of now:

• AT&T Business
• Call Tower
• Colt Technology Services 
• Gamma
• Liquid
• Optus
• Singtel
• Telefónica Global Solutions 
• Telia
• Telstra
• BT
• Deutsche Telecom 
• Intrado
• NTT
• Nuware
• Orange
• PureIP
• Rogers
• Swisscom
• TATA
• Telenor
• Verizon

Benefits 

With Operator Connect, if your existing operator is a participant in the Microsoft Operator Connect program, they can manage the service for bringing PSTN calling to Teams. The Operator Connect program provides the following benefits: 

• Leverage existing contracts, or find a new operator. You keep your preferred operator and contracts, or choose a new one from a selection of participating operators to meet your business needs. 
• Operator-managed infrastructure. Your operator manages the PSTN calling services and Session Border Controllers (SBCs), allowing you to save on hardware purchase and management. 
• Faster, easier deployment. You can quickly connect to your operator and assign phone numbers to users -– all from the Teams Admin Center. 
• Enhanced support and reliability. Operators provide technical support and shared service level agreements to improve support service, while direct peering powered by Azure creates a one-to-one network connection for enhanced reliability. 
• Data Security & Call Quality:  Operator Connect works through trusted cross-connects, which are direct private links between the Microsoft and carrier networks.  

Bonus Microsoft Teams Feature.

 Bring your own operator for PSTN audio conferencing in Microsoft Teams with Operator Connect Conferencing is also available now. 

Currently, only 6 carriers support it, which are BT, Deutsche Telekom, Intrado, NTT, Orange, Telenor. 

Microsoft had announced Operator Connect Conferencing, a new service that uses the same administrator interface as Operator Connect and allows you to add operator dial-in numbers to a Microsoft Audio Conferencing bridge. 

Is this a right solution for your organization? 

Operator Connect Conferencing might be the right solution for your organization if: 

• You want to keep your contracts with your existing telephone number provider 
• You want to expand the global coverage of your existing Microsoft Audio Conferencing bridge 
• You want to source phone numbers for Audio Conferencing from a new telephone number provider rather than Microsoft. 
• Microsoft Audio Conferencing isn’t available in your geographic location 
• You want to leverage an operator for Audio Conferencing services with a pay-per-minute model, such as use toll-free numbers and make outbound calls from Teams meetings to phone numbers in countries not included in your subscription 

Operator Connect Conferencing is an operator-managed service that provides the following benefits: 

• Maintain or Bring your own operator for conferencing, for operators participating in the program: Maintain your preferred operator contracts as you migrate existing PSTN infrastructure to the cloud. 
• Variety of operators available at your fingertips  
• Expanded geographic dial-in coverage. 
• Enhanced support and reliability. 
• Faster Audio Conferencing Deployments 

Interestingly, even though you are connecting to a third-party service, you still need a user license, either Microsoft (PSTN) Audio Conferencing Standard subscription or Operator Connect Conferencing license.  

Hence there are many factors to consider before designing a Microsoft Teams PSTN Solution. 

More, Microsoft Documentation can be found here. 

Thanks! 

Happy to answer/ discuss any questions or comments. You can find my contact details on contact page. 

Also, I will be interested to know, if you have designed this solution for your customers. I can also be reached at LinkedIn, Twitter, Facebook.