---
title: "Set Up Direct Routing"
slug: "set-up-direct-routing"
updated: 2025-10-10T05:38:46Z
published: 2025-10-10T05:38:46Z
canonical: "kb.connecttoteams.com/set-up-direct-routing"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://kb.connecttoteams.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Set Up Direct Routing

This article provides instruction on how to set up Direct Routing for voice calls.

> [!NOTE]
> Watch Video
> 
> The instructions in this article are presented in video form [here](https://www.youtube.com/watch?v=ERsLHc57RZw&t=334s). Once you watch it, the instructions below will be more intuitive.

## **Instructions**

1. Ensure you have the correct Microsoft Office licensing. You will need to have at least [1 available AND unassigned User license with the Phone System or comparable add-on](/v1/docs/microsoft-licensing-for-the-pbx-and-sip-trunk-connector) that allows you to use Direct Routing. Available relevant licenses will be displayed on the Direct Routing page.

![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image(205).png) If you have confirmed that the correct licenses have been purchased through Microsoft, but they aren't showing as available here, check for troubleshooting tips in this article: [Licenses Not Appearing in Enterprise Portal](/v1/docs/direct-routing-setup-fails-due-to-unavailable-microsoft-licenses).
2. Under Setup Direct Routing Details, select the desired gateway. ![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image(206).png)
3. Then click the **Complete Direct Routing** button.
4. The "Verify Tenant" will pop-up, this will verify the connection to the DNS Provider and will validate licenses.
5. Click **Complete Direct Routing** button as soon as it is done with the verification.

![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image(207).png)**Note**: This process will create a log in the activity feed as shown below.

**Results**

Direct Routing provisioning will take a few minutes, refresh the page after 2-3 minutes to check progress.

> [!NOTE]
> Changes to Your Microsoft Record
> 
> The direct routing provisioning pushes some changes in your organization’s Microsoft configuration. They are discussed in this article: [Modifications Pushed to Your Microsoft Organization Records](/v1/docs/modifications-to-microsoft-systems).

![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image(209).png)

When Direct Routing setup is complete you will receive an alert email at the Enterprise email address that will instruct you to continue to [PBX Settings, User Managemen](/v1/docs/pbx-configuration-guide)t, and [Teams Management (Application set up)](/v1/docs/pbx-connector-installation-step-by-step-guide).

![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image-QDDL8PWB.png)

On the Enterprise Dashboard, your Direct Routing Connection Status will be displayed as complete.

![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image(211).png)

In your Microsoft Office 365 Admin Center, a Direct Routing User will be created.

![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image-XUAWFZAL.png)

## When an Error is Encountered: Progress Bar Completes But Calling Remains Disabled

The direct routing process may run into an issue when the progress bar completes but the "Calling Enabled" indicator may still show a red x as shown below.

![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image(212).png)

When such scenario as “Calling Enabled” is still showing red x mark, initiate the direct routing process by clicking on the “Finish” button on the right side of the Direct Routing page.

![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image(213).png)

If that does not resolve the issue, please open a ticket with ConnecttoTeams Support.

## **Configuring a Secondary Route**

You may set up a secondary direct route in Microsoft for redundancy. See the steps in this article for [Secondary Voice Routes](/v1/docs/secondary-voice-routes).

Each direct route will create a different Direct Routing User, and each one will consume a Microsoft license, so don't forget to recover your licenses in the Microsoft Admin Center when direct route setup is done.

## Next Step

- After completing a Direct Route Setup, you may recoup the license used for the Direct Routing User. For detailed instruction, check the article [Recoup the License from DirectRouting User](/v1/docs/recoup-the-license-from-directrouting-user).

## Troubleshooting

If there are other issues, check out the various troubleshooting articles here: [Troubleshooting Direct Routing Setup Issues](/v1/docs/troubleshooting-direct-routing-issues)

A gateway, also called voice route, refers to the configuration settings that determine how incoming and outgoing phone calls made through Microsoft Teams are directed to the appropriate phone number on the PSTN, essentially defining the path a call takes based on the dialed number. This is represented as a "online voice routing policy" within the Microsoft Teams Admin Center.