# Phone menu (IVR) > Greet callers with "Press 1 for sales, 2 for support" and send each key to the right team. - URL: https://kb.voipcloud.online/call-flows/phone-menu/ - Section: Call-flow recipes - Type: guide - Applies to: All countries - Last reviewed: 2026-11-09 Callers hear a menu such as "Press 1 for sales, 2 for support, or 0 for reception", and each key sends them to the right person or team. You build it with a [Voice menu](https://kb.voipcloud.online/pbx/conditions/voice-menu/). ```text Inbound number → Voice menu ├─ 1 → Ring group (Sales) → No answer → Voicemail ├─ 2 → Queue (Support) ├─ 0 → User (Reception) ├─ Timeout → User (Reception) └─ Invalid → User (Reception) ``` ## Before you start - A phone number in an [Inbound number](https://kb.voipcloud.online/pbx/receive-calls/inbound-number/) object. - A [User](https://kb.voipcloud.online/pbx/accept-make-divert/user/) for each person who answers calls, each with at least one device. - Your menu greeting. It must say which key does what, for example "Thanks for calling. For sales, press 1. For support, press 2. For anything else, press 0." You can record it in the browser or by phone while you set up, or upload an audio file. For a professional recording, use **Services** › **Voiceover productions**. ## 1. Add the Voice menu 1. On the **PBX** tab, drag [Voice menu](https://kb.voipcloud.online/pbx/conditions/voice-menu/) from the **Conditions** group onto the canvas and click the gear icon. 2. Enter a **Name**, such as "Main menu". 3. Under **Greeting**, add your menu message with **Record your voice** or **Upload file**. 4. Open **Advanced parameters** and set **Number of additional attempts to make a selection** and **Time for the caller to make a selection, seconds**. These decide how many more chances a caller gets, and how long they have to press a key. 5. Leave **Allow calling to internal numbers** off unless you want callers to be able to dial extensions from the menu. 6. Click **Save**. 7. Connect the right side of your **Inbound number** to the left side of the **Voice menu**. ## 2. Add a destination for each key Add the objects your keys lead to. For example: - **Sales:** a [Ring group](https://kb.voipcloud.online/pbx/mass-incoming-calls/ring-group/) with the sales users, its **No answer** path connected to a [Voicemail](https://kb.voipcloud.online/pbx/accept-make-divert/voicemail/). - **Support:** a [Queue](https://kb.voipcloud.online/pbx/mass-incoming-calls/queue/) with the support users. See [Team queue with callback](https://kb.voipcloud.online/call-flows/team-queue-with-callback/). - **Reception:** a single [User](https://kb.voipcloud.online/pbx/accept-make-divert/user/), its **No answer** path connected to a **Voicemail**. Configure each one and click **Save**. ## 3. Connect the keys 1. Drag a connection from the right side of the **Voice menu** to the sales **Ring group**. The new line gets a key label. 2. Click the key label on the line and change it to **1**. 3. Repeat for the other destinations: **2** to the support **Queue**, **0** to the reception **User**. 4. Connect the **Timeout** path (the caller pressed nothing) and the **Invalid** path (the caller pressed a key with no path) to reception, so no caller is cut off. If a path isn't connected, the call ends when a caller takes it. ## 4. Apply configuration Click **Apply configuration** in the top-right corner. Nothing changes for real calls until you do. ## Check it works 1. Call your number from a mobile. You should hear the menu greeting. 2. Press each key in turn, on separate calls, and check the right devices ring. 3. Call again and press nothing. After your additional attempts run out, you should reach reception. 4. Call again and press a key you haven't used, such as 7. You should hear the invalid-option message (unless **What to play when a caller presses an invalid option** is **Disabled**), then reach reception after your last attempt. ## Variations - **"Press 9 to hear this again":** connect a key back to the **Voice menu** itself. - **Different menu after hours:** put [Time conditions](https://kb.voipcloud.online/pbx/conditions/time-conditions/) between the **Inbound number** and the **Voice menu**, and send **Doesn't match** to an after-hours message. See [Business hours and after-hours calls](https://kb.voipcloud.online/call-flows/business-hours/). - **Dial an extension from the menu:** turn on **Allow calling to internal numbers**, and tell callers in the greeting that they can dial an extension. **Important:** With **Allow calling to internal numbers** on, outside callers can reach any internal number, including voicemail boxes and [Call flow control](https://kb.voipcloud.online/pbx/conditions/call-flow-control/) switches. Protect voicemail with a PIN, and leave the option off if you use call flow controls. ## Related - [Voice menu](https://kb.voipcloud.online/pbx/conditions/voice-menu/) - [Business hours and after-hours calls](https://kb.voipcloud.online/call-flows/business-hours/) - [Team queue with callback](https://kb.voipcloud.online/call-flows/team-queue-with-callback/) - [Announcement](https://kb.voipcloud.online/pbx/audio/announcement/)