A Web Service Architecture for VoIP Services

Integrating voice / video communication into business processes can accelerate resolution time, reduce mistakes, and establish a full audit-trail of the interactions. Some VoIP service providers offer website based or plugin based solutions, which are, however, difficult to integrate with other applications. A promising approach to overcome these disadvantages is the development of appropriate Web Services to allow applications interacting with a VoIP system. We propose a generic framework for VoIP applications consisting of an XML-based service specification language and a set of reusable Web Service components. Service providers using the proposed service-oriented architecture can offer to their customers a protocol-neutral Web Service interface, thus enabling the deployment of a general and integrated VoIP solution.