1. A method, comprising: receiving information from a telephony device operated by a user that indicates a department of an entity; determining a message for the user based on at least a current call state associated with the telephony device from among a plurality of call states, wherein determining the message for the user based on the at least the current call state associated with the telephony device from among the plurality of call states is further based on the information from the telephony device that indicates the department of the entity; and sending the determined message to the telephony device.