Patent ID: 7623651

Claim:
A method of providing information to a user in a telephone interactive system that includes an application that is stored on a memory storage device and executed by a processor of a computer, the method comprising: receiving a new call; comparing an identifier associated with the new call with call information stored in a database using the processor of the computer, the call information comprising a plurality of entries pertaining to previous calls, wherein each entry of the plurality of entries comprises context information for an associated previous call and includes an indication of a caller ID for the associated previous call, request information for an overall request pertaining to the associated previous call, a progress indicator that indicates a progress point for the overall request reached during the associated previous call, and a timestamp associated with the progress indicator; wherein the overall request is related to a desired task related to the associated previous call and the progress indicator indicates progression through the desired task; if the identifier associated with the new call identifies an entry in the plurality of entries for a previous call, prompting the caller to inquire whether the new call is in relation to context information stored from the previous call and proceeding with the new call based on the context information stored in the identified entry for the previous call and updating the call information based on context information associated with the new call; if the identifier associated with the new call does not identify an entry in the plurality of entries for a previous call, adding a new entry to the plurality of entities and recording context information associated with the new call in the new entry.