Abstract: A computer system and method are disclosed for integrating call management to the retrieval of documents in response to user inquiries. The system consists of a processor connected to an incident table register, a user table register and a document tree data base. The incident table register records and stores information related to the user inquiry, the user table stores information related to the user's identity and the document tree data base stores a plurality of documents, useful in addressing user inquiries. Various linkages connect information stored in the various tables and registers, thereby making the system integrated with respect to the user's identity, the user's inquiry and the identity of the document which ultimately resolves the inquiry.