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What is direct routing?

Direct routing is a Microsoft Teams service that lets you connect external landlines. Essentially, it’s a cloud-based business phone system that allows you to take advantage of cheaper call rates and streamlined communication.

Using Infinitel’s carrier-grade voice platform, you’ll have all the features you’d expect from a traditional phone system, but with global coverage and full PSTN replacement.

Compatible with Microsoft 365 Business Basic, Business Standard, Business Premium, E1, E3 or E5 with the Microsoft Phone System or Business Voice licence.

Get in touch

Our team is on hand and ready to help you and your business. If you need help finding a solution for your business mobile phones, business internet or phone systems and want to benefit from the best customer service and expert advice in the industry, contact us today on 0333 996 0029 to begin your journey to a faster, easier and more efficient business.

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    Simplicity Simplicity

    Manage one unified and consolidated audio, video, and web conferencing solution rather than several products from multiple providers. Because it’s all done over the Internet and hosted within the Infinitel cloud, Direct Routing doesn’t require you to install and maintain an on-premise phone system, saving you time, money and hassle.

    Global SIP network Global SIP network

    We connect your business to the world with our SIP Trunks and Microsoft-Certified Session Border Controllers (SBCs). We guarantee the highest quality calls and global coverage with full PSTN replacement in 40+ countries and number coverage in 100+ countries. Microsoft’s Calling Plans are restricted to certain markets, currently available in only 10 countries worldwide. With Direct Routing, we provide more than 4 times the coverage, allowing your business to communicate with the rest of the world using Microsoft Teams.

    Stress-free migration Stress-free migration

    Whether you are already using Microsoft Teams or completely replacing your existing phone system, we ensure a smooth and seamless migration to Microsoft Teams Phone System with Direct Routing. With decades of industry experience (both domestic and global), Infinitel’s team of expert engineers and dedicated account managers are here to make your switch to Direct Routing as stress-free as possible.

    Easy admin Easy admin

    Direct Routing is a modern cloud-based telephony solution that integrates into Office 365. Transform how work gets done by unifying calling, chat, meetings, calendar, and email for an all-in-one communication solution.

    Fully managed Fully managed

    Infinitel provides a fully managed solution for Direct Routing for Microsoft Teams. The Microsoft-certified Session Border Controller (SBCs) is hosted within the Infinitel cloud and we handle all telephony services, allowing businesses to use Microsoft Teams to make and receive external calls without requiring any on-premise equipment. We provide a true 99.999% uptime SLA and 24/7 support from our dedicated support team of experienced engineers.

    Cost effective Cost effective

    Dramatically cut down on your call costs with Infinitel’s SIP Trunks. With Direct Routing, you only pay for the maximum number of concurrent calls you need, as opposed to paying for each user individually with Microsoft Calling Plans (which start from £9.10 per user per month). We offer simple and cost-effective per channel pricing; all of our pricing is clearly structured and transparent with no hidden costs.

    Choose Your Own Telephone Provider Choose Your Own Telephone Provider

    Route your calls over the internet with Infinitel’s SIP Trunks. Connect Infinitel’s SIP Trunks to Microsoft Teams via Microsoft-certified Session Border Controllers (SBCs). We use Ribbon Communication’s Microsoft-Teams certified SBCs. A Direct Routing solution that includes a Ribbon SBC is fully supported by Microsoft.

    Number Porting Number Porting

    Seamlessly port your existing phone numbers to Infinitel. Easily provision new numbers in just a matter of minutes. UK geographic, non-geographic and international ranges are available in 100+ countries while full PSTN (public switched telephone network) replacement is available in 40+ countries (including full CLI, local ring back and emergency services).

    How does direct routing work?

    how does Direct Routing work

    As direct routing is fully cloud-based, you’ll be able to make and receive external calls without requiring a Microsoft Calling Plan or on-premise equipment. It combines Microsoft Teams with a PSTN using two key elements: a Session Border Controller (SBC) and SIP Trunks.

    Learn more about the technology behind direct routing.

    Session Border Controller (SBC)

    At Infinitel, we host a Microsoft-certified Session Border Controller. Once configured, users can easily access the secure Microsoft Phone System add-on to make calls.

    We provide full PSTN replacement, including CLI, local ring back, and the management of call routing to emergency services in 40+ countries, with number coverage in 100+ countries.

    We also use Ribbon Communications’ SBCs. Ribbon is a global software leader in intelligent and secure cloud communications.

    Microsoft Silver Partner

    As a Microsoft Silver Partner, we have a proven track record working with Microsoft products. This achievement ranks Infinitel within the top 5% of Microsoft partners worldwide.

    Our partnership allows us to deliver full telephony integration for Microsoft Teams, which is delivered over Infinitel’s voice network using direct routing.

    Why use Microsoft Teams?

    Why choose Direct Routing

    Microsoft Teams is the number one tool for team collaboration with 13 million daily users. All in one place, users can chat, meet, share files, and work with business apps.

    • Increased productivity and better communication due to streamlining all conversations, online meetings, shared files and tasks in one hub.
    • Integrate third-party tools such as Trello, Google Drive and Dropbox.
    • Create project and client-focused channels that only contain conversations, meeting notes and documents related to that particular channel.
    • Even if you delete a channel, files remain stored in a SharePoint site, backing them up so that you never lose them.

    Microsoft Teams-Enabled Devices

    full phone system capabilities for Microsoft Teams and Office 365 with Direct Routing

    Get the most out of your Microsoft Teams experience with Yealink’s range of business phones.

    • Yealink’s broad range of audio and video device solutions cover everything from personal and team collaboration to huddle rooms and large conference rooms.
    • Voice and video devices from entry to premium level, flexible enough to fit any budget.
    • Flexible device compatibility with both Skype for Business and Teams secures your future investment during migration.
    • Plug-and-play. Users get their phones, plug them into the network and are ready to start working.

    Select the right device for each work environment: a speakerphone in the conference room, an attendant console for the receptionist, or a video-enabled display phone for an executive.

    View Our Product Factsheet Voice devices for Microsoft Teams

    Yealink offer a great range of Microsoft Teams-supported handsets which we supply, and they include: Video devices for Microsoft Teams

    We also supply Yealink’s range of video device solutions, which include:

    Customer Success Story

    “Although Microsoft offer their own Calling Plans, Travelzoo decided to use Direct Routing with Infinitel. Infinitel delivers excellent value compared with Microsoft Calling Plans and allows us to use a single provider for all our global communications. The working relationship with Infinitel and their fast response times have made a real difference to the success of this project.

    Travelzoo now has a full cloud-based telephony solution, enabling our end users to make and receive external calls directly from Teams.”

    Karl Hope, Principal Network Engineer

    travelzoo customer success story


    What is SIP trunking

    Why do businesses need direct routing?

    Many UK businesses still rely on traditional PBX phone systems. Otherwise known as ‘analogue’ PBX systems, these originally saw widespread adoption among 20th-century businesses eager to make phone calls without having to rely on public phone lines.

    More and more PBX systems were enhanced with the following features later in the century:

    • Automatic call routing
    • Call forwarding
    • Voicemail
    • Conference calling

    Analogue PBX systems connect to the Public Switched Telephone Network (PSTN) – but if your business still uses a traditional PBX, you should be mindful of ‘PSTN Switch Off’.

    Many companies will be cut off from the PSTN on 31st December 2025. However, with our help, you can use Direct Routing to upgrade your existing onsite PBX hardware, connecting it to our reliable, cutting-edge network in place of the PSTN.

    How do I set up direct routing teams?

    1. Make sure you have the right licences. These include the Microsoft Phone System licence and a direct routing licence.
    2. Negotiate with a direct routing provider. On your behalf, we can implement a SIP trunk and connect it to the Microsoft-certified SBC we host in the cloud.
    3. Configure Teams settings for direct routing. Microsoft explains how to configure direct routing so your workers can ‘hit the ground running’.
    4. Test your direct routing setup. Call internal and external numbers. Also, test your emergency calling settings to ensure there aren’t any surprises when they are needed most.

    What support options are available for direct routing customers?

    All Infinitel customers have access to the following support:

    • 24/7 availability: You can reach us at any time of the day or night, such as by phoning 0333 996 0029 or emailing [email protected].
    • UK-based support: As all of our customer service staff are based in the UK, you don’t have to fear being left on hold for lengthy periods when trying to call us.
    • Online advice: The Infinitel blog touches upon various subjects relevant to corporate telephone systems, enabling you to make the most of your own more easily.

    Can I scale my direct routing plan as my business grows?

    When it comes to business telephony, there is no ‘one-size-fits-all’ solution.

    The price you pay us to set up your direct routing will depend on the maximum number of concurrent calls your workforce will need to make. Unlike the case with Microsoft Calling Plans, you wouldn’t have to pay extra for each individual user.

    Still, as your business grows, it might need some new phone lines – for example, for new departments or offices. We would be happy to add additional SIP trunks to your Teams system, enabling employees across various sites to seamlessly communicate and collaborate with each other.

    What’s an SBC?

    An SBC (Session Border Controller) is a device purposely built to protect and regulate the calls you make using an internet connection. An SBC protects your connection from attack and regulates your calls to provide great quality of service and efficient routing – improving the quality and safety of your calls.

    We are partnered with Ribbon and use their Microsoft-certified SBCs for our Direct Routing. They are one of only a few vendors recognised by Microsoft. This means that our Direct Routing for Microsoft Teams is fully supported by Microsoft itself.

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