Introduction
Microsoft Teams has become an important collaboration platform for modern businesses. Employees use Teams for messaging, meetings, file collaboration and internal communication. But organisations that want to use Teams as a complete business phone system need a reliable way to connect it to the public telephone network.
This is where Microsoft Teams Direct Routing comes into the picture.
Direct Routing allows organisations to connect Microsoft Teams with a public switched telephone network through a Session Border Controller and SIP trunking. This enables employees to make and receive external business calls through Teams.
For UAE businesses, Direct Routing can provide greater flexibility over telecom infrastructure, carrier selection, number management and calling configuration.
MAK Group provides Microsoft Teams Direct Routing solutions designed to connect Microsoft Teams with SIP trunks and provide secure PSTN calling. Its service includes certified SBCs, SIP trunking, number porting, PBX integration, monitoring and support.
This guide explains how UAE businesses can plan, deploy and manage a Direct Routing solution.
What Is Microsoft Teams Direct Routing?
Microsoft Teams Direct Routing is a method of connecting Microsoft Teams to the public telephone network through a SIP trunk and Session Border Controller.
Instead of relying exclusively on Microsoft’s calling plans, businesses can use a telecom carrier and SIP infrastructure that suits their requirements.
With Direct Routing, Teams can support business calling features such as:
- Inbound calls
- Outbound calls
- Business numbers
- Call queues
- Voicemail
- Auto attendants
- Call routing
- Number porting
- Enterprise telephony
MAK Group describes Direct Routing as a way to connect Teams to PSTN calling through SIP trunking while retaining flexibility over carriers and existing telephony infrastructure.
Why UAE Businesses Are Considering Direct Routing
Many organisations already have established telephone numbers, PBX systems, telecom contracts and SIP infrastructure.
Moving completely to a new phone system may not always be practical.
Direct Routing can provide a bridge between existing telephony infrastructure and Microsoft Teams.
Maintain Existing Numbers
Businesses may want to retain established business numbers.
Number porting can help organisations transition to Teams without unnecessarily changing their published contact numbers.
Carrier Flexibility
Businesses can maintain relationships with preferred telecom providers where appropriate.
Integrate Existing Infrastructure
Organisations with existing PBX or SIP infrastructure can design a transition strategy rather than replacing everything at once.
Support Hybrid Work
Employees can use Teams as a central communication platform whether they are working from an office or remotely, subject to the organisation’s configuration and policies.
Scale Communication
As businesses grow, they can add users, numbers and locations according to their requirements.
MAK Group highlights carrier flexibility, scalability, number porting, PBX integration and business continuity as benefits of its Direct Routing solution.
Key Components of Microsoft Teams Direct Routing
A successful Direct Routing deployment normally involves several technical components.
Microsoft Teams
Teams provides the user-facing communication environment.
Employees can use Teams for internal collaboration and external business calling when the appropriate telephony configuration is in place.
Session Border Controller
The Session Border Controller, or SBC, provides a critical connection between Teams and the SIP infrastructure.
It helps manage signalling, security and interoperability between the platforms.
MAK Group’s Direct Routing solution includes certified SBCs for secure connectivity between Teams and SIP trunks.
SIP Trunk
The SIP trunk provides the voice connection to the telephone network.
Businesses should evaluate call capacity, number requirements, geographic coverage and carrier capabilities when selecting SIP services.
Microsoft 365 and Teams Phone Licensing
Businesses also need to evaluate their Microsoft licensing requirements and Teams telephony configuration before deployment.
Telephone Numbers
Existing numbers may need to be ported into the new configuration.
The number plan should be designed before deployment begins.
Planning a Microsoft Teams Direct Routing Deployment
Good planning can reduce deployment problems and business disruption.
Step 1: Assess Your Existing Phone System
Start by documenting the current communication environment.
Consider:
- Number of users
- Existing phone numbers
- PBX platform
- SIP trunks
- Telecom providers
- Call volumes
- Call queues
- Auto attendants
- Extensions
- Branch locations
- Existing call recording
- Emergency calling requirements
This assessment provides a foundation for the Direct Routing architecture.
Step 2: Define Business Requirements
Different organisations have different communication needs.
For example, a small office may only require basic inbound and outbound calling.
A large organisation may require:
- Multiple offices
- Hundreds of users
- Call queues
- Auto attendants
- Department routing
- Number porting
- Call recording
- Failover
- Detailed reporting
Clearly defining these requirements makes it easier to design the right solution.
Step 3: Review SIP Trunk Requirements
SIP trunk capacity should be considered based on expected simultaneous calls.
Businesses should avoid designing the system only around the number of employees.
A company with 500 employees may not need 500 simultaneous calls, while a contact centre with 100 employees could require substantial concurrent calling capacity.
Step 4: Plan the SBC Architecture
The SBC is an important part of the Direct Routing environment.
Businesses should consider:
- Capacity
- Security
- Redundancy
- Location
- Failover
- Monitoring
- Compatibility
A properly designed SBC architecture can help support reliable communication.
Number Porting Considerations
Many UAE businesses already have established telephone numbers.
Changing these numbers can create confusion for customers and suppliers.
Therefore, number porting should be planned carefully.
Businesses should create a complete list of numbers that need to be migrated and identify:
- Main business numbers
- Department numbers
- Direct numbers
- Service numbers
- Call centre numbers
- Fax or legacy numbers where applicable
MAK Group’s Direct Routing service includes support for DIDs and number porting.
Integrating Existing PBX Systems
Not every organisation can immediately retire its existing PBX.
Some businesses may need a gradual migration.
Direct Routing can be designed to integrate with existing telephony environments, depending on the architecture.
A phased approach may allow businesses to:
- Deploy the new Teams environment.
- Test Direct Routing.
- Migrate selected users.
- Port numbers gradually.
- Monitor call quality.
- Move additional departments.
- Retire legacy systems when appropriate.
This approach can reduce operational disruption.
Security Considerations
Voice communication needs to be protected.
A Direct Routing deployment should consider:
- SBC security
- Network security
- Access controls
- Authentication
- Encryption
- Monitoring
- Fraud prevention
- User policies
The SBC provides an important security boundary between Teams and the external voice network.
MAK Group describes its Direct Routing solution as including enterprise-grade security, encrypted voice paths and SBC protection.
Call Quality and Network Readiness
A business phone system needs reliable network connectivity.
Before deployment, organisations should evaluate:
- Internet connectivity
- Network latency
- Packet loss
- Jitter
- Bandwidth
- Wi-Fi quality
- Firewall configuration
- Traffic prioritisation
Poor network conditions can negatively affect voice quality.
Businesses should therefore conduct appropriate network assessments before moving large numbers of users to Teams calling.
Call Routing and Number Management
Direct Routing provides businesses with opportunities to customise call routing.
Organisations may configure rules for:
- Departments
- Locations
- Working hours
- Call queues
- Auto attendants
- External numbers
- Internal extensions
For example, a business could configure its main number to reach an auto attendant, which then directs callers to sales, support, finance or other departments.
MAK Group lists advanced call routing rules as part of its Direct Routing solution.
Microsoft Teams Direct Routing and Call Recording
Some organisations need to record business calls for quality assurance, compliance, training or dispute resolution.
Direct Routing can be integrated with appropriate call recording solutions depending on the architecture and requirements.
MAK Group lists call recording as an optional add-on within its Direct Routing offering.
Businesses that require dedicated recording capabilities can also explore MAK Group’s Voice Recording System solution.
This can create a broader communication environment where Teams calling and controlled call recording work together.
Benefits of Microsoft Teams Direct Routing
1. Carrier Flexibility
Businesses can use a preferred SIP carrier rather than being limited to a single calling-plan approach.
2. Cost Management
Direct Routing can provide businesses with greater control over their telecom arrangements and calling costs.
The actual financial impact depends on licensing, carrier rates, call volumes, infrastructure and deployment requirements.
3. Existing Number Retention
Number porting can help businesses retain established business numbers.
4. Centralised Communication
Teams can become a central platform for collaboration and business calling.
5. Scalability
Businesses can add users, numbers and locations as their communication requirements grow.
6. Custom Call Routing
Organisations can configure routing policies based on their operational needs.
7. Integration
Direct Routing can integrate Teams with existing telephony infrastructure, depending on the technical environment.
MAK Group highlights cost management, carrier flexibility, enhanced control, security, operational efficiency and scalability among the benefits of its Direct Routing solution.
Common Deployment Challenges
Poor Network Preparation
A business may have sufficient internet bandwidth but still experience call quality problems due to latency, jitter or packet loss.
Incomplete Number Planning
Migrating numbers without a complete inventory can create unnecessary disruption.
Insufficient SBC Planning
The SBC needs to be sized and configured appropriately for the expected environment.
Lack of Testing
Testing should happen before large-scale deployment.
Ignoring Legacy Systems
Businesses should understand how existing PBX systems, numbers and applications will interact with the new environment.
Poor User Training
Employees should understand how Teams calling works before migration.
How to Deploy Direct Routing Successfully
A structured deployment can be divided into several stages.
Phase 1: Discovery
Review the existing infrastructure, users, numbers, telecom contracts and business requirements.
Phase 2: Design
Create the Direct Routing architecture, including SBC, SIP trunk, numbering and routing.
Phase 3: Pilot
Deploy a controlled number of users and test:
- Inbound calls
- Outbound calls
- Internal calls
- Call transfers
- Voicemail
- Call queues
- Auto attendants
- Number presentation
Phase 4: Migration
Move users and numbers according to the approved migration plan.
Phase 5: Optimisation
Monitor performance and adjust routing, network configuration and user policies.
Phase 6: Ongoing Support
Maintain the environment through monitoring, troubleshooting, updates and capacity planning.
MAK Group states that its Direct Routing service includes monitoring and support, with 24/7 support services listed among its solution features.
Microsoft Teams Direct Routing for Growing UAE Businesses
Direct Routing can be useful for organisations that expect their communication requirements to change over time.
Businesses may expand by:
- Opening new branches
- Hiring additional employees
- Adding customer service teams
- Establishing remote teams
- Expanding internationally
- Introducing new customer communication channels
A scalable architecture can make these changes easier to manage.
Instead of replacing the communication system every time the business grows, organisations can expand the existing Teams and Direct Routing environment according to their requirements.
How to Choose a Microsoft Teams Direct Routing Provider
The provider you choose can have a significant impact on deployment quality.
Businesses should consider:
Technical Expertise
Does the provider understand Teams, SIP, SBCs and enterprise telephony?
UAE Experience
Does the provider understand the communication requirements and regulatory environment relevant to UAE businesses?
Number Porting
Can the provider support the migration of existing business numbers?
SIP Trunking
Can the provider provide appropriate SIP trunking options?
Integration
Can the provider work with existing PBX and telephony infrastructure?
Support
Is technical support available when issues occur?
Scalability
Can the solution support future growth?
MAK Group provides Microsoft Teams Direct Routing with SIP trunking, certified SBCs, number porting, PBX integration, monitoring and support.
Why Choose MAK Group?
MAK Group provides communication and technology solutions for businesses in the UAE.
Its Direct Routing service is designed to help organisations connect Microsoft Teams to PSTN calling through SIP trunking while maintaining flexibility over carriers and existing infrastructure.
The solution includes:
- Certified SBCs
- SIP trunking
- Existing PBX integration
- DIDs and number porting
- Call routing
- Monitoring
- Support
- Optional call recording
- Security controls
Businesses can explore the Microsoft Teams Direct Routing service for more information.
MAK Group also provides complementary communication solutions, including Voice Recording System services for organisations that require secure business call recording.
The company’s broader technology solutions cover areas such as compliance recording, artificial intelligence, Microsoft communication solutions, audio visual solutions, customer engagement, access management and command and control environments.
Frequently Asked Questions
What is Microsoft Teams Direct Routing?
Microsoft Teams Direct Routing connects Microsoft Teams to the public telephone network through SIP trunking and a Session Border Controller, allowing users to make and receive external business calls through Teams.
Does Direct Routing replace Microsoft Teams?
No. Direct Routing extends Teams by adding PSTN calling capabilities.
Can businesses keep their existing telephone numbers?
Yes, number porting can allow businesses to migrate existing numbers, subject to carrier and regulatory requirements.
Can Direct Routing work with an existing PBX?
It can be integrated with existing telephony infrastructure depending on the technical architecture and configuration.
Does Direct Routing support SIP trunking?
Yes. SIP trunking is a core component of a Direct Routing architecture.
Is Microsoft Teams Direct Routing suitable for large businesses?
Yes. A properly designed Direct Routing environment can support organisations with multiple users, departments and locations.
Can Microsoft Teams Direct Routing support call recording?
Call recording can be incorporated depending on the selected architecture and solution. MAK Group lists call recording as an optional add-on for its Direct Routing service.
Is Direct Routing suitable for UAE businesses?
It can be, particularly for organisations looking for flexible PSTN connectivity, number management, SIP trunking and integration with existing telephony infrastructure. Businesses should ensure their deployment meets applicable UAE requirements.
Final Thoughts
Microsoft Teams Direct Routing provides UAE businesses with a flexible way to extend Microsoft Teams into a complete business calling environment.
A successful deployment requires more than connecting Teams to a SIP trunk. Businesses need to plan their numbers, SBC architecture, network, security, call routing, existing PBX integration, migration strategy and ongoing support.
The right deployment approach can help organisations create a scalable communication environment that supports office-based, hybrid and distributed teams.
For businesses planning to adopt Teams as their central business communication platform, MAK Group provides Microsoft Teams Direct Routing solutions with SIP trunking, certified SBCs, number porting, PBX integration, monitoring and support.
For organisations that also require secure call recording, explore MAK Group’s Voice Recording System solution.
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