Can Operator Connect and Direct Routing coexist in the same tenant?

Operator Connect and Direct Routing can coexist in the same Microsoft 365 tenant. Organizations can assign some users to Operator Connect and others to Direct Routing, which allows hybrid deployments where different user groups have different PSTN connectivity methods based on their specific needs.

This coexistence model is useful for organizations that have a GCC High environment for some users (which requires Direct Routing) and a commercial tenant for others (which can use Operator Connect). It also helps organizations that want Operator Connect for the majority of standard users while keeping Direct Routing for a contact center, a specific office with complex PBX integration, or users who need business continuity routing that redirects calls during a Microsoft outage. The Teams Admin Center supports assigning different voice routing policies per user, so the two methods operate independently within the same tenant without conflict.