Control and Key Block - VoIP

Call management with interactive menus and Key Function

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.

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🧩 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.

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🎛️ 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

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🎙️ 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.

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🚀 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

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📌 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.