Anatomy of an IP call centre

IP telephony is not just the transport of voice-over IP instead of TDM, but also includes all aspects of a telephony service based on the IP protocol suite, including transport and signalling. In addition, it covers inter-working of the new and old worlds, which includes handsets, PABXes and call centre activity. The term may also be considered to cover integration with the higher level applications that support call centre-based solutions. In this article, the author dissects the anatomy of an IP telephony call centre, and reveals how it leverages capability at the application layer.