As remote and hybrid work models continue to shape the business landscape in Dubai, companies are looking for efficient, secure, and scalable communication solutions. Microsoft Teams has become a central tool for collaboration. However, for many businesses, the true potential of Teams is unlocked when integrated with direct routing.

Microsoft Teams direct routing allows organizations to connect their existing telephony systems with Teams, enabling employees to make and receive external phone calls from within the Teams interface. In this blog, we explore how direct routing works, its benefits, and why Dubai-based businesses are increasingly adopting this solution.

What is Microsoft Teams Direct Routing?

Definition and Function

Microsoft Teams direct routing is a method that connects a company’s telephony provider (via a Session Border Controller) with Microsoft Teams. This allows Teams users to make voice calls to landlines and mobile numbers directly through the Teams app.

Components Involved

There are three main components involved in direct routing:

• Microsoft 365 and Teams

• Session Border Controller (SBC)

• A public switched telephone network (PSTN) provider

These components work together to route voice calls in and out of Microsoft Teams using the existing infrastructure.

Key Benefits of Direct Routing for Dubai Businesses

Cost Efficiency and Flexibility

Many companies in Dubai are looking for cost-effective VoIP solutions. Direct routing helps reduce communication costs by allowing businesses to select their preferred telecom provider. There is no dependency on Microsoft’s calling plans, which can be relatively expensive for high-volume users.

Better Control and Customization

Direct routing gives businesses more control over call routing, call recording, and compliance settings. It allows IT teams to customize features and integrate with existing business tools.

Scalability for Growing Teams

As startups and enterprises in Dubai grow, they need communication systems that can scale. Direct routing allows companies to add or remove users easily without replacing existing hardware.

Where Microsoft Teams Direct Routing Is Most Useful

Multinational Corporations

International firms operating regional offices in Dubai benefit from unified communication tools. Direct routing ensures seamless connectivity between global branches using Microsoft Teams.

Call Centers and Customer Support

Call centers in Dubai can integrate their telephony systems with Microsoft Teams to centralize customer communications, improve efficiency, and record calls for training and quality control.

Remote and Hybrid Work Environments

Direct routing enables Dubai-based employees working remotely to access full phone system capabilities from any location using Teams, making it a great fit for flexible work models.

Technical Requirements for Direct Routing Setup

Licensing and Microsoft 365

To use direct routing, businesses need Microsoft Teams with a Phone System license, which is part of Microsoft 365 E5 or can be added to other plans as an add-on.

Session Border Controller (SBC)

An SBC is a device or software that connects the internal phone system to the public telephone network. It ensures secure and reliable call routing. It must be certified by Microsoft for Teams use.

Reliable PSTN Provider

Businesses in Dubai must choose a local or global PSTN provider that supports SIP trunking. This helps route external calls through the internet instead of traditional phone lines.

Challenges and Considerations for Dubai Companies

Local Telecom Regulations

Before setting up direct routing, businesses in Dubai must ensure that their chosen solution complies with UAE’s telecom regulations. Coordination with local providers and adherence to TRA (Telecommunications and Digital Government Regulatory Authority) policies is crucial.

Technical Expertise Required

Setting up and maintaining direct routing requires some technical knowledge. Companies might need to work with certified partners or telecom consultants for successful implementation and ongoing support.

Dependence on Internet Stability

Since direct routing operates over the internet, consistent and high-speed internet connectivity is essential. In Dubai, most business districts have access to high-speed internet, but backup solutions are still recommended.

Comparing Direct Routing with Microsoft Calling Plans

Direct Routing: More Control, Lower Costs

With direct routing, companies can choose their preferred telecom provider, often leading to lower costs and greater flexibility in features and support.

Microsoft Calling Plans: Simplicity but Higher Costs

Microsoft offers its own calling plans for Teams, which may be easier to set up but offer limited customization. These plans can become costly for organizations with large teams or complex needs.

Adoption Trends in Dubai’s Market

Growing Cloud Adoption

Dubai’s smart city initiatives and business modernization efforts are accelerating the adoption of cloud-based solutions. Microsoft Teams and direct routing are part of this digital shift.

Sector-Wide Implementation

From finance and logistics to education and real estate, businesses across sectors are integrating Teams with their communication infrastructure for greater efficiency.

Supportive Business Environment

With strong IT infrastructure and a supportive regulatory environment, Dubai is an ideal location for implementing advanced solutions like Teams direct routing.

Best Practices for a Successful Deployment

Plan the Integration Carefully

Identify your company’s telephony needs, assess current infrastructure, and outline how Microsoft Teams will fit into your communication workflow.

Choose a Certified SBC and Telecom Partner

Select an SBC that is certified by Microsoft and compatible with your network. Work with a reliable telecom provider in Dubai to ensure stable connectivity.

Train Teams and Monitor Performance

Ensure your staff is trained to use the Teams calling features. Monitor call quality and system performance regularly to fix any issues promptly.

Future of Business Communication in Dubai

Microsoft Teams direct routing is reshaping how businesses in Dubai communicate. It supports hybrid work, lowers costs, and improves team collaboration. As more companies look to streamline their communication systems, direct routing will play a vital role in shaping efficient, modern workplaces across the UAE.