Introduction

As data traffic has continued to increase at a much faster pace than voice/telephone traffic, there has been growing interest in consolidating voice and data networks. While previous emphasis has been on transporting data over voice networks andusing modems to convert digital data to analog phone signals, the current emphasis is to provide voice services over data networks. These networks are optimized for carrying data and are an important step in phasing out the existing voice networks. Since it makes use of the ubiquitous IP protocol, Voice over Internet Protocol (VoIP) has become a leading technology used in implementing voice services over data networks. Businesses are increasingly switching over to VoIP systems. Frost and Sullivan, a marketing research firm, recently estimated the annual growth rate for IP-enabled telephone equipment to be 132% from 1997-2002.1 Additionally, it is estimated that 70% of Fortune 1000 companies use VoIP in their network structure.2
VoIP can provide a number of benefits to 2-1-1 providers. Consolidating both data and voice networks provides potential cost savings to agencies. Communicating over data rather than voice system cuts down on long distance charges between agencies. This infrastructure also allows smaller agencies with limited operating hours to “roll over” their services to larger call centers that have expanded hours. Additionally, VoIP can provide an infrastructure that allows for a statewide integration of resources and databases. Finally, a VoIP system provides transparency to callers. Allowing call centers

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