Patents by Inventor Christopher L. Ward
Christopher L. Ward has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).
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Patent number: 11277517Abstract: When an incoming call is received from a customer, various aspects may include receiving an indication of availability from several call agents within the computer-telephony integration system and presenting the indications of availability and identification information for each of the call agents on a display. A user control for searching the call agents may also be presented on the display for use by a first call agent to view an indication of availability for a particular call agent. The customer call may then be transferred from the first call agent to the particular call agent in response to the indication of availability identifying the particular call agent as available.Type: GrantFiled: October 7, 2020Date of Patent: March 15, 2022Assignee: STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANYInventors: Aaron C. Kammeyer, Randall J. Kirchner, Christopher L. Ward, Louis A. Littell
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Patent number: 11172066Abstract: Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database.Type: GrantFiled: June 19, 2020Date of Patent: November 9, 2021Assignee: STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANYInventors: Aaron C. Kammeyer, Randall J. Kirchner, Christopher L. Ward, Louis A. Littell
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Patent number: 10834260Abstract: When an incoming call is received from a customer, various aspects may include receiving an indication of availability from several call agents within the computer-telephony integration system and presenting the indications of availability and identification information for each of the call agents on a display. A user control for searching the call agents may also be presented on the display for use by a first call agent to view an indication of availability for a particular call agent. The customer call may then be transferred from the first call agent to the particular call agent in response to the indication of availability identifying the particular call agent as available.Type: GrantFiled: December 19, 2019Date of Patent: November 10, 2020Assignee: STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANYInventors: Aaron C. Kammeyer, Randall J. Kirchner, Christopher L. Ward, Louis A. Littell
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Patent number: 10735587Abstract: Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database.Type: GrantFiled: August 14, 2019Date of Patent: August 4, 2020Assignee: STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANYInventors: Aaron C. Kammeyer, Randall J. Kirchner, Christopher L. Ward, Louis A. Littell
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Patent number: 10554816Abstract: When an incoming call is received from a customer, various aspects may include receiving an indication of availability from several call agents within a computer-telephony integration system and presenting the indications of availability and identification information for each of the call agents on a display. A user control for searching the call agents may also be presented on the display for use by a first call agent to view an indication of availability for a particular call agent. The customer call may then be transferred from the first call agent to the particular call agent in response to the indication of availability identifying the particular call agent as available.Type: GrantFiled: December 18, 2018Date of Patent: February 4, 2020Assignee: STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANYInventors: Aaron C. Kammeyer, Randall J. Kirchner, Christopher L. Ward, Louis A. Littell
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Patent number: 10432791Abstract: Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database.Type: GrantFiled: December 18, 2018Date of Patent: October 1, 2019Assignee: State Farm Mutual Automobile Insurance CompanyInventors: Aaron C. Kammeyer, Randall J. Kirchner, Christopher L. Ward, Louis A. Littell
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Patent number: 10306065Abstract: Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database.Type: GrantFiled: July 12, 2018Date of Patent: May 28, 2019Assignee: State Farm Mutual Automobile Insurance CompanyInventors: Aaron C. Kammeyer, Randall J. Kirchner, Christopher L. Ward, Louis A. Littell
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Patent number: 10205829Abstract: When an incoming call is received from a customer, various aspects of a scalable computer-telephony integration system may include receiving an indication of availability from several call agents within the computer-telephony integration system and presenting the indications of availability and identification information for each of the call agents on a display. A user control for searching the call agents may also be presented on the display for use by a first call agent to view an indication of availability for a particular call agent. The customer call may then be transferred from the first call agent to the particular call agent in response to the indication of availability identifying the particular call agent as available.Type: GrantFiled: June 22, 2018Date of Patent: February 12, 2019Assignee: State Farm Mutual Automobile Insurance CompanyInventors: Aaron C. Kammeyer, Randall J. Kirchner, Christopher L. Ward, Louis A. Littell
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Patent number: 10205828Abstract: Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database.Type: GrantFiled: January 5, 2018Date of Patent: February 12, 2019Assignee: State Farm Mutual Automobile Insurance CompanyInventors: Aaron C. Kammeyer, Randall J. Kirchner, Christopher L. Ward, Louis A. Littell
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Patent number: 10091360Abstract: Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database.Type: GrantFiled: February 5, 2018Date of Patent: October 2, 2018Assignee: STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANYInventors: Aaron C. Kammeyer, Randall J. Kirchner, Christopher L. Ward, Louis A. Littell
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Patent number: 10057427Abstract: When an incoming call is received from a customer, various aspects may include receiving an indication of availability from several call agents within a computer-telephony integration system and presenting the indications of availability and identification information for each of the call agents on a display. A user control for searching the call agents may also be presented on the display for use by a first call agent to view an indication of availability for a particular call agent. The customer call may then be transferred from the first call agent to the particular call agent in response to the indication of availability identifying the particular call agent as available.Type: GrantFiled: September 13, 2017Date of Patent: August 21, 2018Assignee: STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANYInventors: Aaron C. Kammeyer, Randall J. Kirchner, Christopher L. Ward, Louis A. Littell
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Patent number: 9924037Abstract: Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database.Type: GrantFiled: June 28, 2017Date of Patent: March 20, 2018Assignee: STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANYInventors: Aaron C. Kammeyer, Randall J. Kirchner, Christopher L. Ward, Louis A. Littell
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Patent number: 9900434Abstract: Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database.Type: GrantFiled: November 29, 2016Date of Patent: February 20, 2018Assignee: STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANYInventors: Aaron C. Kammeyer, Randall J. Kirchner, Christopher L. Ward, Louis A. Littell
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Patent number: 9794414Abstract: When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database. The call key may be transferred from a first call agent to a second call agent without transferring the customer call information. Then the second call agent may use the call key to retrieve the customer call information and/or the customer call information may be presented on a display for use by the second call agent during the call. The call key may be used to reduce an amount of data electronically transferred between call agents during telephone call transfers.Type: GrantFiled: January 13, 2017Date of Patent: October 17, 2017Assignee: STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANYInventors: Aaron C. Kammeyer, Randall J. Kirchner, Christopher L. Ward, Louis A. Littell
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Patent number: 9723147Abstract: Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database.Type: GrantFiled: March 21, 2016Date of Patent: August 1, 2017Assignee: STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANYInventors: Aaron C. Kammeyer, Randall J. Kirchner, Christopher L. Ward, Louis A. Littell
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Patent number: 9584668Abstract: Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database. The call key may be used to reduce an amount of data electronically transferred between call agents during telephone call transfers.Type: GrantFiled: March 21, 2016Date of Patent: February 28, 2017Assignee: STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANYInventors: Aaron C. Kammeyer, Randall J. Kirchner, Christopher L. Ward, Louis A. Littell
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Patent number: 9544434Abstract: Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database.Type: GrantFiled: March 21, 2016Date of Patent: January 10, 2017Assignee: STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANYInventors: Aaron C. Kammeyer, Randall J. Kirchner, Christopher L. Ward, Louis A. Littell