How it works
Key presses are transported as telephony signalling events or tones, and the PBX maps them to menu branches. Voice-based workflows help route service requests without requiring a person at every step. Their usefulness depends on clear prompts and a reliable route to human support.
Business example
A caller presses 2 in an IVR menu and the PBX routes the call to technical support.
What to consider
Test silence, invalid input, menu depth, language choices and the caller experience when automation cannot resolve the request.