As more staff work from home, the importance of corporate phone systems has increased, along with demand for leading edge telephony features like follow-me, voicemail to email, secure video conferencing, and so on. As a result, many companies have upgraded their legacy phone systems to Voice over IP (VoIP), including changing to open source solutions like the private branch exchanges (PBXs) Asterisk [1] and FreeSWITCH [2].
At the same time, call centers have been migrating to VoIP at a harrowing rate because of the feature and cost benefits associated with open source solutions. Even critical call centers (e.g., emergency services or high-volume retail order placement centers) have embraced open source VoIP, moving products like Asterisk and FreeSWITCH into the mainstream of telephony.
What all these environments have in common is…