In the last century, owing to the constant evolution of technologies telecommunication networks have become increasingly robust, being able to support multiple services. These services are part of the heterogeneous network traffic that can be carried through the Internet. Many of these services, including VoIP, are latency sensitive. In other words, this means that their quality depends directly on the network quality of service. Since users tend to become more sensitive with the instability and unavailability of the network, it is important to improve traffic management. A particular type of data that could be used to improve VoIP traffic management is the Internet Protocol Detail Record (IPDR). IPDRs are tickets created by all VoIP call attempts which contain a group of information related to the call history. Because of its full range of information, IPDRs can be used to create VoIP traffic baselines. This paper presents the development of baselines based on IPDRs to support VoIP traffic management in open-access Metropolitan Area Networks (MAN). Copyright © 2013 John Wiley & Sons, Ltd.