Voice over internet protocol implemented call center

The present invention takes advantage of Voice over Internet Protocol (VoIP) technology by introducing VoIP-based call center telephony equipment that is software-based and runs on inexpensive off-the-shelf personal computer (PC) systems. With the VoIP-based call center system of the present invention, the traditional Public Switched Telephone Network (PSTN) is coupled to a Voice over Internet Protocol (VoIP) gateway in order to convert all incoming traditional telephone communication into VoIP based telephony telecommunication. This is performed using the well-known SIP telephony protocol set forth in RFC 3261. Once converted to the VoIP format, the incoming VoIP-based calls are directed to the VoIP based Call Center Server system. The Call Center Server system provides all the sophisticated call center features that were formerly only available in large call centers created with specialized expensive telephone equipment