JP2022038488A - Processing device, processing method, and program - Google Patents

Abstract

To realize the same quality of service while suppressing running costs as compared to a case in which there is an operator at a base with a call center system.SOLUTION: A processing device includes, as a first processing unit, a virtual telephone terminal 6 that transmits voice information to a first operator terminal device via an FMC network 1b as a first network different from a public telephone network, and transmits information other than voice via the Internet 1c as a second network different from the first network when first information of an operator talking to a customer is associated with second information indicating that a telephone terminal 7 is used as the first operator terminal device.SELECTED DRAWING: Figure 2

Description

The present invention relates to processing equipment, processing methods and programs.

Conventionally, voice connection between a base where a call center system is located and a home where an operator works from home has been mainly performed by the following two methods.
1. 1. Network connection by leased line 2. Network connection by internet line

Regarding "network connection by dedicated line" mentioned as the first connection method, for example, the item entitled "Point 2: New CTI system corresponding to telecommuting" in Non-Patent Document 1 and FIG. 1 of Patent Document 1 are described. There is.
Regarding "network connection by internet line" mentioned as the second connection method, for example, the item entitled "Point 1: Utilizing location-free cloud-type PBX" in Non-Patent Document 1 and FIG. 1 of Patent Document 2 are described. be.

FIG. 6 shows a system related to "network connection by a dedicated line" mentioned as the first connection method. The customer support system 801 shown in FIG. 6 is mainly composed of a base-side system 802 constructed in a place managed by a company and a home-side system 803 constructed in the home of an operator who works at home. .. The customer support system 801 includes a call center system 804, a telephone terminal 805, 805, ... On the company side, a telephone terminal 807 on the home side, and a PC (Personal Computer) terminal 808. The call center system 804 is connected to a customer's telephone terminal (not shown) via a PSTN (Public Switched Telephone Network) 801a. Further, the telephone terminal 807 is connected to the call center system 804 via a dedicated line 801b. Further, the PC terminal 808 is connected to the call center system 804 via the Internet 801c.

FIG. 7 shows a system related to "network connection by Internet line" mentioned as the second connection method. The customer response system 901 shown in FIG. 7 is mainly composed of a base-side system 902 constructed in a place managed by a company and a home-side system 903 constructed in the home of an operator who works at home. .. The customer support system 901 includes a call center system 904, a telephone terminal 905, 905, ... On the company side, a telephone terminal 907 on the home side, and a PC terminal 908. The call center system 904 is connected to a customer's telephone terminal (not shown) via PSTN901a. Further, the telephone terminal 907 and the PC terminal 908 are connected to the call center system 904 via the Internet 901b.

Japanese Unexamined Patent Publication No. 11-074975 Japanese Unexamined Patent Publication No. 2002-057801

"Human Resources Utilization x Work Style Reform Realizing Operators Working from Home", [online], NTT Communications Corporation, [Search on August 5, 2nd year of Reiwa], Internet <https: // www. ntt.com/bizon/call-center_work-style_sl.html ＞

However, the conventional voice connection method has the following problems, for example.
In the first connection method, since the leased line 801b is generally a band-securing type, there is a problem that the line cost is high.
In the second connection method, voice and data are mixed and transmitted on the Internet 901b, and since the line of the Internet 901b is generally a best effort line, there is a problem that the voice quality deteriorates depending on the line condition. was there.
Therefore, when the operator is not at the base where the call center system is located (for example, when the operator works from home), the running cost tends to be higher than when the operator is at the base where the call center system is located. Also, it was difficult to provide services of similar quality.

The present invention has been made in view of the above problems, and is a processing device capable of realizing a service of the same quality while suppressing running costs as compared with the case where an operator is present at a base having a call center system. , Processing methods and programs.

In order to solve the above problems, in the processing apparatus according to the present invention, if the first information of the operator who talks to the customer is associated with the second information indicating that the first operator terminal apparatus is used, if the first information is associated with the second information. Voice information is transmitted to the first operator terminal device via a first network different from the public telephone network, and information other than voice is transmitted via a second network different from the first network. It is characterized by having a first processing unit.

Further, the processing method according to the present invention is a processing method of a processing device that transmits voice information, and the processing device uses the first operator terminal device for the first information of the operator who talks with the customer. If it is associated with the second information indicating that, the voice information is transmitted to the first operator terminal device via the first network different from the public telephone network, and the information other than the voice is transmitted. It is characterized by having a first processing step, which is transmitted via a second network different from the first network.

Further, in the program according to the present invention, if the first information of the operator who talks to the computer with the computer is associated with the second information indicating that the first operator terminal device is used, the first information is described. The first process of transmitting voice information to the operator terminal device of the above via a first network different from the public telephone network, and transmitting information other than voice via a second network different from the first network. It is intended to function as a department.

According to the present invention, it is possible to realize the same quality of service while suppressing the running cost as compared with the case where the operator is present at the base where the call center system is located.

It is a block diagram of the customer correspondence system which concerns on 1st Embodiment of this invention. It is a figure for demonstrating the whole operation of the customer correspondence system which concerns on 1st Embodiment of this invention. It is an example of the sequence diagram which shows the transfer process of the call signal to a home-based operator in the customer correspondence system which concerns on 1st Embodiment of this invention. It is a block diagram of the customer correspondence system which concerns on 2nd Embodiment of this invention. It is a figure for demonstrating the whole operation of the customer correspondence system which concerns on 2nd Embodiment of this invention. It is a block diagram of the customer correspondence system which concerns on the prior art. It is a block diagram of the customer correspondence system which concerns on the prior art.

Hereinafter, embodiments for carrying out the present invention will be described in detail with reference to the drawings as appropriate.
Each figure is merely schematically shown to the extent that the present invention can be fully understood. Therefore, the present invention is not limited to the illustrated examples. Further, in the present embodiment, the description may be omitted for the configuration not directly related to the present invention or the well-known configuration. In each figure, common components and similar components are designated by the same reference numerals, and duplicate description thereof will be omitted.

[First Embodiment]
<About the configuration of the customer support system according to the first embodiment>
With reference to FIG. 1, the configuration of the customer support system 1 according to the first embodiment will be described. FIG. 1 is a configuration diagram of a customer support system 1 according to the first embodiment. The customer response system 1 is a system for performing telephone response operations to customers.

The customer response system 1 is mainly composed of a base-side system 2 built in a place managed by the company and a home-side system 3 built in the home of an operator (called a "home operator") who works at home. It is composed. The base-side system 2 and the home-side system 3 are connected to each other via an FMC (Fixed Mobile Convergence) network 1b and the Internet 1c. FMC means a service that provides a flat-rate call between a fixed-line telephone line contracted by the company and a registered mobile phone. The FMC network 1b is used for voice calls and the internet 1c is used for data transfer.

The FMC network 1b is an example of the “first network”, and the example of the “first network” is not limited to the FMC network 1b.
Further, the Internet 1c is an example of the "second network", and the example of the "second network" is not limited to the Internet 1c.

The base-side system 2 includes a call center system 4, one or more telephone terminals 5, and one or more virtual telephone terminals 6. These devices or functions are connected via a private network or communication line. The virtual telephone terminal 6 may have a configuration included in the call center system 4.
The call center system 4 is connected to a telephone terminal (not shown) operated by the customer via PSTN1a, and receives and responds to an incoming call from the customer. The call center system 4 has an ACD (Automatic Call Distribution) unit 4a, and the ACD unit 4a distributes an incoming call to an operator (distributes a call) when an incoming call is received from a telephone terminal operated by a customer.

The telephone terminal 5 is operated by an operator (referred to as a "base operator") who performs business at the base.
The virtual telephone terminal 6 has a call control transfer function for transferring a call signal to a home operator and a voice transfer function for transferring voice related to a call. The virtual telephone terminal 6 is realized by, for example, software execution processing, and is created corresponding to the telephone terminal 7 operated by a home operator. The relationship between the virtual telephone terminal 6 and the home operator is, for example, a one-to-one relationship.

PSTN1a is an example of a "public telephone network", and an example of a "public telephone network" is not limited to PSTN1a. In addition to PSTN1a, the public telephone network includes, for example, a public mobile phone network.
Further, the entire system including the call center system 4 and the virtual telephone terminal 6 is an example of the "processing device", and the example of the "processing device" is not limited to the entire system.
Further, the virtual telephone terminal 6 is an example of the "first processing unit", and the example of the "first processing unit" is not limited to the virtual telephone terminal 6.
Further, the telephone terminal 5 is an example of the "second operator terminal device", and the example of the "second operator terminal device" is not limited to the telephone terminal 5.

The home-side system 3 is composed of a telephone terminal 7 and a PC terminal 8 installed in each home of a home operator.
The telephone terminal 7 is an example of the “first operator terminal device”, and the example of the “first operator terminal device” is not limited to the telephone terminal 7.

The telephone terminal 7 is operated by a home operator, and is, for example, a fixed telephone terminal 7a, a smartphone 7b, a mobile telephone terminal 7c, or the like. An FMC telephone number is preset in the telephone terminal 7, and an audio signal can be communicated with the call center system 4 via the FMC network 1b. It should be noted that the FMC telephone number is set (that is, used for FMC communication) by any terminal at the home operator's home (for example, a fixed telephone terminal 7a, a smartphone 7b, or a mobile telephone terminal 7c). At least one of them) is sufficient. In the following, the telephone terminal 7 used for the FMC call may be particularly referred to as "FMC terminal 7".

The PC terminal 8 is operated by a home operator, and is linked with the virtual telephone terminal 6 by CTI (Computer Telephony Integration). The PC terminal 8 displays the customer information recorded / accumulated based on the customer's telephone number. As a result, the home operator can answer the phone while confirming the customer information such as the customer name and address, so that it is possible to respond smoothly even at home.

The call center system 4 (which may be the virtual telephone terminal 6) stores information about the home operator, for example, the information of the configuration shown in Table 11. The table 11 is composed of a logon / logoff information field 11a, an FMC telephone number field 11b, and a PC terminal identification information field 11c. The table 11 is created for each operator, for example (that is, information associated with information that can identify a home operator (for example, an operator ID)).

The logon / logoff information field 11a stores information indicating whether or not the user is logged on to the CTI of the call center system 4. The home operator logs on to CTI using the PC terminal 8. The home operator logs on when the business starts, and logs off when the business ends.

The FMC telephone number field 11b stores the FMC telephone number set in the telephone terminal 7 used by the home operator. The FMC telephone number may be arbitrary, and may be, for example, an extension number set for each base.

Information for identifying the PC terminal 8 used by the home operator (for example, a host name, an IP (Internet Protocol) address, a MAC (Media Access Control) address, etc.) is stored in the identification information field 11c of the PC terminal.

Information that can identify a home operator (for example, an operator ID) is an example of "first information", and an example of "first information" is not limited to information that can identify a home operator.
Further, the FMC telephone number is an example of "second information", and the example of "second information" is not limited to the FMC telephone number.

The call control server (not shown) in the FMC network 1b stores information about the user of the FMC service, for example, the information of the configuration shown in Table 12. The table 12 is composed of an FMC telephone number column 12a, a telephone terminal telephone number column 12b, and a usage information column 12c. The call control server in the FMC network 1b establishes a telephone line with the FMC terminal 7 based on the information in the table 12.

The FMC telephone number field 12a stores the FMC telephone number set in the telephone terminal 7 used by the home operator. The FMC telephone number may be arbitrary, and may be, for example, an extension number set for each base.

The telephone number of the telephone terminal 7 used by the home operator is stored in the telephone number field 12b of the telephone terminal. Here, since it is assumed that the fixed telephone terminal 7a, the smartphone 7b, and the mobile telephone terminal 7c are used, these three telephone numbers are stored.

Information on whether or not to use the FMC call is stored in the usage information column 12c for each telephone terminal 7, and the FMC call is made using the telephone terminal 7 in which "use" is registered.

<About the operation of the customer support system according to the first embodiment>
With reference to FIG. 2, the overall operation of the customer support system 1 according to the first embodiment will be described. FIG. 2 is a diagram for explaining the overall operation of the customer support system 1 according to the first embodiment.

First, the customer makes a call (outgoing call) to the call center system 4 using a telephone terminal (not shown), and the call reaches the call center system 4 via PSTN1a and receives an incoming call as an outside line (step S1).

Next, the ACD unit 4a of the call center system 4 distributes incoming calls from the telephone terminal operated by the customer to the operators (distributes the calls). Specifically, the ACD unit 4a determines to which operator among the base operators and home operators to distribute the incoming call based on a predetermined process, and the telephone terminal 5 or the telephone operated by the operator who distributes the incoming call. The call signal is transferred to the terminal 7 (step S2). When the call signal is transferred to the home operator, the call signal goes through the virtual telephone terminal 6 (step S2a).

When an incoming call (call signal) arrives at the virtual telephone terminal 6, the virtual telephone terminal 6 acquires the FMC telephone number set for the home operator of the transfer destination from the table 11 and transfers the call via the FMC network 1b. The incoming call (call signal) is transferred to the FMC terminal 7 of the home operator (step S3). The home operator answers using the FMC terminal 7 and starts telephone correspondence.

Further, the PC terminal 8 acquires the other party's telephone number information at the time of an incoming call, changes the operator's status, and the like by linking with the virtual telephone terminal 6 via CTI via the Internet 1c. The operator status includes, for example, "corresponding", "waiting", "post-processing", "breaking", etc., and the status is "corresponding" when an incoming call (calling signal) is transferred to the FMC terminal 7. It is changed to "Medium".

Subsequently, with reference to FIG. 3, the transfer processing of the call signal to the home operator in the customer support system 1 according to the first embodiment will be described. FIG. 3 is an example of a sequence diagram showing a process of transferring a call signal to a home operator in the customer support system 1 according to the first embodiment.

A call request (call) is made from the customer's telephone terminal 10, and the ACD unit 4a receives the call request from the customer (step T1). The ACD unit 4a determines an operator to handle the telephone (here, it is assumed that the operator is determined to be a home operator), and transfers the call request to the virtual telephone terminal 6 corresponding to the home operator who is determined to handle the telephone. (Step T2). The virtual telephone terminal 6 transmits a response to the customer's telephone terminal 10 via the ACD unit 4a (steps T3 and T4). When the customer's telephone terminal 10 receives the response from the virtual telephone terminal 6, a session is established between the telephone terminal 10 and the virtual telephone terminal 6 (step T5).

Next, the virtual telephone terminal 6 transmits an establishment request for establishing a session with the telephone terminal 7 to the telephone terminal 7 of the home operator who is determined to handle the telephone (step T6). The home operator performs an incoming call operation (off-hook or the like) (step T7), and the telephone terminal 7 that receives the establishment request transmits a response to the establishment request to the virtual telephone terminal 6 (step T8). When the virtual telephone terminal 6 receives the response from the telephone terminal 7 of the home operator, a session is established between the virtual telephone terminal 6 and the telephone terminal 7 of the home operator (step T9). This enables a voice call via the established session, and the customer and the home operator make a call through the session (step T10).

As described above, in the customer response system 1 according to the first embodiment, the operator handles telephone calls via the FMC network 1b.
Therefore, compared to the customer support system 801 connected to the network by the dedicated line shown in FIG. 6, for example, the call cost can be suppressed to the flat rate required to use the FMC service, so that the running cost can be reduced. Is feasible.
Further, stable voice quality can be realized by using the FMC network 1b for voice as compared with the customer support system 901 which is network-connected by the Internet line shown in FIG. 7, for example.
As described above, according to the customer service system 1 according to the first embodiment, it is possible to realize the same quality of service while suppressing the running cost as compared with the case where the operator is present at the base where the call center system is located. .. As a result, it can be expected to lower the introduction hurdles for the operation of home call centers.

Further, according to the customer response system 1 according to the first embodiment, it is possible to acquire statistical information regarding the call information answered outside the base where the call center system 4 is installed via the virtual telephone terminal 6. The statistical information regarding the call information is, for example, the time for each operator status, the average processing time of the operator (AHT: Average Handle Time), and the like. The average processing time is, for example, the time obtained as the average of the "call time" and the "post-processing time". That is, the work related to the call correspondence of the home operator can be collectively managed at the base where the call center system 4 is installed.

[Second Embodiment]
<Regarding the configuration of the customer support system according to the second embodiment>
With reference to FIG. 4, the configuration of the customer support system 101 according to the second embodiment will be described. FIG. 4 is a configuration diagram of the customer support system 101 according to the second embodiment. The customer response system 101 is a system for performing telephone response operations to customers.

The customer service system 101 is mainly a first base side system 102 constructed in a first place managed by the company (referred to as "first base") and a second place managed by the company ("second base"). It is composed of a second base side system 103 constructed in (referred to as a base). The first base is, for example, a data center or a head office. The second base is, for example, a branch office (a base that is not the head office), a satellite office, a branch office of a financial institution, or the like. The first base side system 102 and the second base side system 103 are connected via a dedicated line 1d between bases and an in-house network 1e. The leased line 1d between bases is used for voice calls, and the in-house network 1e is used for data transfer.

The first base side system 102 includes a call center system 4, one or more telephone terminals 5, and one or more virtual telephone terminals 106. These devices or functions are connected via a private network or communication line. Since the configuration of the first base-side system 102 is the same as the configuration of the base-side system 2 according to the first embodiment, the differences will be described here.

The telephone terminal 5 is operated by an operator (referred to as a "first base operator") who performs business at the first base.
The virtual telephone terminal 106 includes a call control transfer function for transferring a call signal to an operator (referred to as a "second base operator") who performs business at a second base, and a voice transfer function for transferring voice related to a call. .. The virtual telephone terminal 106 is realized by, for example, software execution processing, and is created corresponding to the telephone terminal 107 operated by the second base operator. The relationship between the virtual telephone terminal 106 and the second base operator is, for example, a one-to-one relationship.

The entire system including the call center system 4 and the virtual telephone terminal 106 is an example of the “processing device”, and the example of the “processing device” is not limited to the entire system.
Further, the leased line 1d between bases is an example of the "first network", and the example of the "first network" is not limited to the leased line 1d between bases.
Further, the in-house network 1e is an example of the “second network”, and the example of the “second network” is not limited to the in-house network 1e.

The second base-side system 103 includes one or more telephone terminals 107, one or more PC terminals 108, and an office PBX (Private Branch eXchange) 109. Here, the differences from the home-side system 3 according to the first embodiment will be mainly described.

The telephone terminal 107 is operated by a second base operator.
The PC terminal 108 is operated by the second base operator, and is linked with the virtual telephone terminal 106 by CTI.
The office PBX109 is a telephone exchange that connects the telephone terminal 7 to the PSTN1a.

The call center system 4 (which may be the virtual telephone terminal 106) stores information about the second base operator, for example, the information of the configuration shown in Table 13. The table 13 is composed of a logon / logoff information column 13a and a second base telephone number column 13b. The table 13 is created for each operator, for example (that is, the information associated with the information that can identify the second base operator (for example, the operator ID)).

In the logon / logoff information field 13a, information indicating whether or not the user is logged on to the CTI of the call center system 4 is stored. The second base operator logs on to CTI using the PC terminal 108. For example, the second base operator logs on when the business starts, and logs off when the business ends.

In the second base telephone number column 13b, a telephone number set in the telephone terminal 107 used by the second base operator or information including the telephone number is stored. The information stored in the second base telephone number column 13b is, for example, the telephone number of the office PBX109 of the second base plus the extension telephone number of the second base operator.

The information that can identify the second base operator (for example, the operator ID) is an example of the "first information", and the example of the "first information" is not limited to the information that can identify the second base operator. ..
Further, the telephone number (for example, an extension telephone number) set in the telephone terminal 107 is an example of "second information", and an example of "second information" is not limited to the information.

<About the operation of the customer support system according to the second embodiment>
The overall operation of the customer service system 101 according to the second embodiment will be described with reference to FIG. FIG. 5 is a diagram for explaining the overall operation of the customer support system 101 according to the second embodiment.

First, the customer makes a call (outgoing call) to the call center system 4 using a telephone terminal (not shown), and the call reaches the call center system 4 via PSTN1a and receives an incoming call as an outside line (step U1).

Next, the ACD unit 4a of the call center system 4 distributes incoming calls from the telephone terminal operated by the customer to the operators (distributes the calls). Specifically, the ACD unit 4a determines to which operator among the first base operator and the second base operator the incoming call is to be distributed based on a predetermined process, and the telephone operated by the operator who distributes the incoming call. The call signal is transferred to the terminal 5 or the telephone terminal 7 (step U2). When the call signal is transferred to the second base operator, the call signal goes through the virtual telephone terminal 106 (step U2a).

When an incoming call (call signal) arrives at the virtual telephone terminal 106, the virtual telephone terminal 106 is, for example, a "telephone number assigned to the office PBX109" plus a "second base operator's extension telephone number". An incoming call (calling signal) is transferred to the telephone terminal 107 via the dedicated line 1d between bases as a destination (step U3). The second base operator answers using the telephone terminal 107 and starts responding to the telephone.

Further, the PC terminal 108 acquires the other party's telephone number information at the time of an incoming call, changes the operator's status, and the like by linking with the virtual telephone terminal 106 via CTI via the in-house network 1e. The operator status includes, for example, "corresponding", "waiting", "post-processing", "breaking", etc., and the status is "corresponding" when an incoming call (calling signal) is transferred to the telephone terminal 107. It is changed to "Medium".

As described above, in the customer support system 101 according to the second embodiment, the operator handles telephone calls at another base via the inter-base dedicated line 1d. Therefore, it is relatively easy to change the system and prepare the equipment by increasing or decreasing the number of operators.
Therefore, for example, even if the operator and the operator's equipment are not prepared in advance at the base where the call center system 4 is located according to the situation such as the busy season, the base different from the call center system 4 (second base) during the busy season. ) Can be assigned to take action.
As described above, according to the customer service system 101 according to the second embodiment, the service of the same quality is realized while suppressing the running cost as compared with the case where all the operators are present at the base where the call center system 4 is located. be able to.

In the past, there was also a customer support system in which the call center system was separately arranged at a plurality of bases. However, even with such a system configuration, the telephone terminal 107 connected to the office PBX109 of the second base could not be included as the distribution destination of the ACD unit 4a of the first base, but in the present embodiment, it is virtual. By passing through the telephone terminal 106 (that is, by designating and transferring the destination of the telephone terminal 107 in the virtual telephone terminal 106), the telephone terminal 107 can be the distribution destination of the ACD unit 4a.

Further, according to the customer response system 101 according to the second embodiment, it is possible to acquire statistical information regarding the call information answered outside the first base where the call center system 4 is installed via the virtual telephone terminal 106. .. The statistical information regarding the call information is, for example, the time for each operator status or the average processing time (AHT) of the operator. That is, the work related to the call correspondence of the second base operator can be collectively managed at the first base where the call center system 4 is installed.

Although the embodiments of the present invention have been described above, the present invention is not limited to this, and can be carried out without changing the gist of the claims.

In the first and second embodiments, it was assumed that the system would be linked by CTI, but it is also possible to construct a system that is not linked by CTI. In that case, the system configuration does not use the communication line for data communication (for example, the Internet 1c in FIG. 1 or the in-house network 1e in FIG. 4).

1,101 Customer support system 2 Base system 3 Home system 4 Call center system 5 Telephone terminal 6,106 Virtual telephone terminal 7,107 Telephone terminal 8,108 PC terminal 109 Office PBX
1a PSTN
1b FMC network 1c Internet 1d Leased line between bases 1e In-house network

Claims (6)

If the first information of the operator who talks to the customer is associated with the second information indicating that the first operator terminal device is used, then
For the first operator terminal device
Voice information is transmitted via a first network different from the public telephone network,
It has a first processing unit that transmits information other than voice via a second network different from the first network.
A processing device characterized by that. The first network is an FMC network.
The second information is an FMC telephone number.
The operator to which the first information and the FMC telephone number are associated is a home-based operator who performs business at home.
The processing apparatus according to claim 1, wherein the processing apparatus is characterized in that. The first network is a dedicated line and
The second information is an extension telephone number used at another base, and is an extension telephone number.
The operator to which the first information and the extension telephone number are associated is a different base operator who performs business at the different base.
The processing apparatus according to claim 1, wherein the processing apparatus is characterized in that. The first processing unit is
When the first information is not associated with the second information, the voice information is transmitted to the second operator terminal device via the premises network.
The processing apparatus according to any one of claims 1 to 3, wherein the processing apparatus is characterized in that. It is a processing method of a processing device that transmits voice information.
The processing device is
If the first information of the operator who talks to the customer is associated with the second information indicating that the first operator terminal device is used, then
For the first operator terminal device
Voice information is transmitted via a first network different from the public telephone network,
It has a first processing step, in which information other than voice is transmitted via a second network different from the first network.
A processing method characterized by that. Computer,
If the first information of the operator who talks to the customer is associated with the second information indicating that the first operator terminal device is used, then
For the first operator terminal device
Voice information is transmitted via a first network different from the public telephone network,
The first processing unit, which transmits information other than voice via a second network different from the first network.
A program to function as.

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