Abstract
Reporters obtained the following quote from the background information supplied by the inventors: “Organizations often store information within internal network s. This information may be relevant to individuals external to the organization. For example, an organization may store information related to accounts that are held by external individuals with the organization. Because such external indiv iduals do not have access to the organization’s internal network, in order to ob tain information that is stored within the internal network these external indiv iduals typically need to connect, over an external network, to an agent who is l ocated within the internal network and who is able to access the requested infor mation. This process may consume significant networking and bandwidth resources, particularly in situations in which (1) an external individual is placed on hol d, while waiting to speak to an agent, or (2) an agent who is connected with an external individual over the external network has difficulty locating the reques ted information.”
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