Patent ID: 8437466

Claim:
A method for resuming a session between a client device and an IVR system in customer service, the method comprising the steps of: reestablishing said session in customer service; determining whether there is status information of an abnormally terminated session corresponding to said reestablished session in customer service; retrieving said status information of said abnormally terminated session in customer service to produce retrieved status information; resuming said session between said client device and said IVR system in customer service according to said retrieved status information; storing said retrieved status information to produce a stored status in response to said abnormally terminated session in customer service; creating a new customized IVR menu script according to said status information of the session; and resuming said session in customer service according to said new customized IVR menu script, wherein said stored status information is correlated with an expiration mechanism such that said expiration mechanism can be triggered when certain conditions predefined are met so that some stored status information can be deleted, and wherein the new customized IVR menu scrip rearranges a previous menu scrip based on the retrieved status information.