# Voice menu

> Play a menu and send callers down different paths depending on the key they press.

- URL: https://kb.voipcloud.online/pbx/conditions/voice-menu/
- Section: PBX › Conditions
- Type: reference
- Applies to: All countries
- PBX object: voice_menu
- Last reviewed: 2026-11-09

A **Voice menu** (often called an IVR or auto attendant) plays a greeting such as "Press 1 for sales, 2 for support", then sends the caller down the path for the key they press.

## Add it to your call flow

1. Drag **Voice menu** from the **Conditions** group onto the canvas and click the gear icon.
2. Enter a **Name** and add a **Greeting** with **Record your voice** (record in the browser, or have the system call a phone so you can record over the call) or **Upload file**. The greeting must tell callers which key does what.
3. Click **Save**.
4. Drag connections from the voice menu to each destination. Each connection is given a key; click the key label on the line to change it.
5. Connect the **Timeout** and **Invalid** paths too.
6. Click **Apply configuration**.

![Voice menu settings](https://kb.voipcloud.online/images/pbx/conditions/voice-menu-settings.webp)

## Settings

The settings after **Greeting** are under **Advanced parameters**.

| Setting | What it does |
| --- | --- |
| Name | Label on the canvas. |
| Greeting | The menu message. **Record your voice** in the browser or by phone, or **Upload file**. |
| What to play when a caller presses an invalid option | **Default**, **Custom** or **Disabled**. |
| Number of additional attempts to make a selection | How many more tries a caller gets after an invalid key or no key. |
| Time for the caller to make a selection, seconds | How long to wait for a key press. |
| Allow calling to internal numbers | Callers can dial the internal number of any PBX object that has one, such as a user's extension, instead of a menu key. |

**Important:** With **Allow calling to internal numbers** on, outside callers can reach any internal number, including [Call flow control](https://kb.voipcloud.online/pbx/conditions/call-flow-control/) switches and voicemail boxes. Protect voicemail with a PIN, and leave this off if you use call flow controls.

## Call paths

| Path | When it's used |
| --- | --- |
| **1**–**9**, **0**, **\***, **#** | The caller pressed that key. |
| **Timeout** | The caller didn't press anything in time, on their last attempt. |
| **Invalid** | The caller pressed a key with no path, on their last attempt. |

If a path isn't connected, the call ends.

## Tips

- Connect a key back to the voice menu itself to let callers hear the menu again.
- For a professional greeting, use **Services** › **Voiceover productions** to generate one with AI or order one from a voice artist.
- Put [Time conditions](https://kb.voipcloud.online/pbx/conditions/time-conditions/) before the menu so callers outside business hours hear a different message.

## Related

- [Announcement](https://kb.voipcloud.online/pbx/audio/announcement/)
- [Queue priority](https://kb.voipcloud.online/pbx/mass-incoming-calls/queue-priority/)