A service management platform for processing packet switched communications is provided. The service management platform has a component for handling voice calls. The component for handling voice calls comprises a first input/output for sending and receiving data packets associated with a first leg of a call, a second input/output for sending and receiving data packets associated with a second leg of the call, a monitoring component for monitoring copies of the data packets for commands contained within a payload of the data packets, and a relay component for directly relaying the data packets between the first input/output and the second input/output and for generating and forwarding copies of the data packets to the monitoring component.