Question 1

What is Microsoft Teams Phone Direct Routing?

Accepted Answer

Direct Routing is Microsoft's mechanism for connecting Teams to a third-party SIP provider for outbound and inbound landline calls — instead of using Microsoft's own Calling Plans. The SIP provider (Telexico) supplies UK phone numbers and the call infrastructure; Direct Routing connects Teams to it via a Session Border Controller (SBC).

Question 2

Why use Direct Routing instead of Microsoft Calling Plans?

Accepted Answer

Cost (Direct Routing typically 40-70% cheaper at the per-user level), flexibility (better number portability, more call routing options), and integration (UK SIP provider can integrate Teams calling with non-Teams users, AI receptionist, IP handsets). Microsoft Calling Plans are simpler if you want one-stop-shop and don't mind the cost.

Question 3

Can I keep my existing UK phone numbers?

Accepted Answer

Yes — number porting to Telexico's SIP trunk is standard. Existing UK landline numbers move across cleanly, then they're available in Teams via Direct Routing. No customer-facing number change.

Question 4

What if some of my staff aren't on Teams?

Accepted Answer

Hybrid setup. Teams users get Teams calling; non-Teams users get regular IP handsets or mobile app; AI receptionist sits in front of everyone. All on the same Telexico platform, routing together properly. Common for retail, hospitality and customer-facing businesses.

Question 5

Is the setup complex?

Accepted Answer

Direct Routing setup is genuinely technical — SBC configuration, dial plans, voice routes, emergency calling, Microsoft 365 admin work. Telexico's engineers handle the complexity end-to-end. Most UK SMEs going via Telexico don't need to engage their own IT team for the Direct Routing work.

Question 6

What about call recording?

Accepted Answer

Standard call recording available with Teams Direct Routing via Telexico — compliance-grade recording, central retention, searchable from admin interface. Suits regulated operations (financial services, healthcare, professional services with compliance requirements).

Question 7

How long does setup take and what does it cost?

Accepted Answer

Typical setup: 4-8 weeks elapsed from order to live (Microsoft 365 config, SBC setup, number porting, testing, soft launch). Indicative cost: £6-10 per user per month for Direct Routing SIP via Telexico, plus your existing Microsoft Teams Phone licence costs, plus number rental and call charges. Significantly cheaper than Microsoft Calling Plans which add £12+ per user/month for similar capability. Real quotes against your specific Microsoft 365 setup.

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