> For the complete documentation index, see [llms.txt](https://docs.sprinthub.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.sprinthub.com/en/topics/general/voip/how-the-voip-queue-works/control-and-key-block-voip.md).

# Control and Key Block - VoIP

#### Call management with interactive menus and Key Function

{% embed url="<https://youtu.be/sCUqJ-Y-zDc>" %}

#### How to access the Control Function in the system

To configure or manage this functionality, follow the path below:

**Menu >> General >> VoIP**\
or\
Use the field **Find services** and search for **VoIP**.

Inside the module **VoIP**, locate and access the option **Queue**, where the settings related to the Control Function and the Key Function are available.

#### 🎯 What is the Control Function

The **Control Function** in SprintHub's VoIP is the **block responsible for mediating and managing received calls**, defining how each call will be handled based on the configured options.

This block works as a **customer service menu (IVR)**, allowing calls to be routed automatically and in an organized way.

***

#### 🧩 Control Block: how it works

The **Control Block** allows different paths to be created for the same call, based on the contact's choice.

It makes it possible to:

* Routing to departments, queues, or agents
* Organization of the call flow
* Automation of service
* Definition of actions for no interaction

Decisions within the block are made through the **Key Function**.

***

#### 🎛️ What is the Key Function

The **Key Function** is used to **indicate the possible options that the contact can select within the control block**.

Each key represents a different action in the call flow, activated by the phone keypad.

Option examples:

* Key **1** → Sales
* Key **2** → Support
* Key **3** → Automated information
* Key **0** → Speak with an agent

***

#### 🎙️ Voice recording in the Key Function

The Key Function can be used together with a **voice recording**, which guides the contact on the available options in the menu.

Recording example:

> “Hello! To speak with the sales department, press 1.\
> For technical support, press 2.\
> To speak with an agent, press 0.”

After the recording, the system waits for the key selection to continue with the configured flow.

***

#### 🚀 Benefits of the Control Function with Key Function

* Automated and efficient service
* Correct routing of calls
* Reduction of queues and manual transfers
* Better experience for the contact
* Flexibility in creating service flows

***

#### 📌 Conclusion

The **SprintHub's VoIP Control Function**, combined with the **Key Function**, allows the creation of **intelligent service menus**, ensuring that received calls are managed clearly, automatically, and efficiently.


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