# 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 feature, 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 settings related to the Control Function and the Key Function are available.

#### 🎯 What the Control Function is

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

This block works like a **call handling menu (IVR)**, allowing calls to be routed automatically and in an organized manner.

***

#### 🧩 Control Block: how it works

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

It enables:

* Routing to departments, queues, or agents
* Organization of the call flow
* Automation of service
* Definition of actions for lack of interaction

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

***

#### 🎛️ What the Key Function is

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

Each key represents a different action in the call flow, triggered by the telephone keypad.

Examples of options:

* 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 about the options available in the menu.

Example of a recording:

> “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 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 VoIP's Control Function**, combined with **Key Function**, allows creating **intelligent call handling menus**, ensuring that incoming calls are managed in a clear, automated and efficient way.


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.sprinthub.com/en/topics/general/voip/how-the-voip-queue-works/control-and-key-block-voip.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.