Microsoft Teams Direct Routing explained for business leaders

It allows organisations to use Teams for external business calls while retaining greater choice over telephone numbers, telecom providers and integration with existing systems.

Why organisations consider it

Common reasons include bringing calling into Teams, preserving existing business numbers, supporting a phased migration or connecting Teams with a contact centre or existing telephone platform.

What should be planned?

Number strategy, user readiness, telecom connectivity, resilience, support ownership, emergency calling and migration sequencing should be agreed before implementation.

What makes a successful rollout?

Clear design, realistic testing, careful user migration and defined operational responsibility are more important than simply enabling the technology.