If you’re calling a company and the keypad (press 1, 2, 3, etc.) doesn’t work, you’re likely interacting with an IVR system (Interactive Voice Response). This article explains why this happens, what to test, and when Support needs to investigate.
What Is an IVR System?
An IVR (Interactive Voice Response) system is an automated phone menu used by companies.
You’ll usually hear messages like:
“Press 1 for Sales”
“Press 2 for Support”
“Press # to repeat this menu”
To navigate the menu, your phone sends DTMF tones (keypad signals) to the system.
If those tones don’t reach the IVR correctly, the menu won’t respond even though the call itself is connected.
🤔 Why the Keypad Might Not Work
Keypad issues can happen due to:
Network or internet instability
Audio routing issues (Bluetooth, headset)
The company’s IVR configuration
Temporary telecom routing issues
Rarely: an app-side issue that needs investigation
👉 In most cases, the issue is not caused by Talk360, but we’re always happy to double-check.
What to Try First (Very Important)
1️⃣ Test with Another IVR Number
Call a different company that uses an IVR menu.
✅ If the keypad works there → the first company’s IVR is likely misconfigured
❌ If the keypad fails everywhere → continue troubleshooting
This is the fastest way to identify where the issue is.
2️⃣ Turn Off Bluetooth & Headsets
Bluetooth and some wired headsets can block keypad tones.
Disconnect Bluetooth devices
Remove wired headsets
Use your phone’s built-in speaker and microphone
Try the call again
3️⃣ Check Your Internet Connection
IVR keypad signals rely on a stable connection.
Switch between Wi-Fi and mobile data
Avoid weak or unstable Wi-Fi networks
Restart your router if needed
4️⃣ Restart the App & Your Phone
Close the Talk360 app completely
Restart your phone
Reopen the app and place the call again
This clears temporary audio or routing issues.
It Worked Before, But Not Anymore?
If:
The keypad used to work
And now suddenly stopped working
Across multiple IVR numbers
Please contact Support.
This could indicate:
A rare app-side issue
A temporary routing change
A network update affecting keypad tones
While this is uncommon, we’ll do a cross-check from our side to be sure.
When Contacting Support, Please Share:
To help us investigate quickly, include:
The company name or number you called
Whether the keypad fails on all IVR calls or just one
Whether it worked before
Whether you were on Wi-Fi or mobile data
Your device type (Android or iOS)
Important to Know
IVR systems are fully controlled by the company you’re calling
Talk360 cannot modify or fix a company’s IVR menu
If the keypad works with other IVRs, the issue is not on our side
If it fails everywhere and used to work, we’ll investigate
💬 Still Need Help?
If your keypad still doesn’t work after trying the steps above, please contact Support via the app.
We’ll be happy to investigate and assist you further 😊