New features
Pharmacy
- Retry failed faxes — Outbound faxes that fail to deliver now show a Retry button, so you can re-attempt the transmission without re-creating the fax. Learn more
Updates
Pharmacy
- Liberty RX outbound fax support — Pharmacies using Liberty RX can now send outbound faxes through the VOXO platform. Learn more
Bug fixes
Agent
- Fixed an issue where the pharmacy agent could prematurely switch to Spanish during a call.
Updates
Pharmacy
- Multi-queue selection for URAC reporting — The URAC tab now supports selecting multiple entry queues at once, so you can view combined compliance data across queues in a single report. All configured entry queues are selected by default. Learn more
- Full URAC CSV export — Exporting URAC queue stats as CSV now includes all records across all pages, not just the rows currently displayed.
April 10, 2026
PharmacyConnect
Custom voicemail destinations, analytics export improvements, and messaging fix
Updates
Pharmacy
- Custom destinations for voicemail routing — Prescriber voicemail and after-hours voicemail settings now support custom destinations in addition to voicemail boxes, giving you more flexibility when routing these calls. Learn more
Connect
- Analytics CSV export improvements — Exporting analytics data as CSV now generates proper column headers even when the dataset is empty, and ensures consistent columns across all rows.
Bug fixes
Connect
- Fixed an issue where messages were not displaying in conversations.
New features
Pharmacy
- Voicemail greeting media library — When configuring a voicemail greeting, you can now select an existing recording from your media library instead of uploading or recording a new one each time. Learn more
- Agent section details — You can now add custom context descriptions to transfer destinations, prescriber voicemail, after-hours voicemail, and location settings. The agent uses these details to make more informed decisions when handling calls. Learn more
Updates
Pharmacy
- Clickable IVR dashboard widget — The IVR analytics widget on the dashboard now links directly to the IVR configuration page. Learn more
- Consistent phone number formatting — Phone numbers are now uniformly formatted throughout the application for better readability.
Bug fixes
Telecom
- Fixed a reliability issue with call parking where rapid park/unpark actions could display incorrect call state.
Agent
- Fixed a compatibility issue with refill processing for pharmacies using Liberty RX.
Updates
Agent
- Improved call transfers — The pharmacy agent now resolves transfer destinations by name rather than number, improving transfer reliability and consistency. Learn more
Bug fixes
Agent
- Fixed the agent returning an incomplete message when a prescription status was unavailable. The agent now clearly tells the caller that the status is not available at this time.
New features
Pharmacy
- Click to Call activity log — The PMS Tools page now includes a Click to Call tab showing outbound call activity initiated by your agent or IVR, with success/fail stats and searchable event logs. Learn more
- Who is Calling activity log — A new Who is Calling tab in PMS Tools shows caller identification lookups, so you can see when inbound callers are matched to patient records. Learn more
- Custom transfer destinations — The pharmacy agent can now transfer calls to custom destinations in addition to extensions, queues, and call groups. Learn more
- Knowledge base content warnings — When saving agent settings, the system now checks the knowledge base for content that could interfere with agent behavior and displays a warning with details so you can fix issues before saving. Learn more
Updates
Pharmacy
- Expanded refill configuration — The agent’s Refill Config settings now include receiving options (pickup, mail, delivery), promise time estimates, date of birth verification, and conditional refill rules to prevent early refill requests. Learn more
Bug fixes
Connect
- Fixed text overflowing in the Copilot panel during active calls.
- Fixed an issue with exporting data from the Call Center Agents view. Learn more
New features
Pharmacy
- Queues reporting view — A new reporting view for call queues is now available in the pharmacy dashboard. Learn more
- Unified calls view — Call logs and call recordings have been combined into a single, streamlined page. Learn more
- Redesigned navigation — The sidebar has been reorganized with dedicated Calls and Reports sections, plus a new Calls reporting page with filtering, stats, and CSV export.
Connect
- Enhanced Agents view — The Call Center Agents view now includes live stats (inbound, outbound, talk time) and per-agent admin actions like coach, listen, and view transcription. Learn more
- Live call badges — Call Centers tabs now display badge counts for Live Calls and On Hold.
Updates
Pharmacy
- Dashboard reporting redesign — The reporting interface has been refreshed for a cleaner, more streamlined experience. Learn more
- URAC compliance enhancements — Added URAC compliance improvements to the pharmacy dashboard.
Bug fixes
Connect
- Fixed call center stats not filtering by the selected call center(s). Learn more
- Fixed call insights not displaying transcripts. Learn more
- Fixed an error when importing contacts. Learn more
- Fixed live calls not loading for some users.
- Fixed noise reduction not working in VOXO Meet. Learn more
Pharmacy
- Fixed tables not scrolling on smaller screens.
- Fixed incorrect timezone display.
- Fixed the “Transferred” filter not working in call records.
- Fixed Call Campaigns table not refreshing when switching locations. Learn more
- Fixed Session Details panel layout overflow on the dashboard.
Telecom
- Fixed prescription number formatting in the Best-Rx Refill IVR integration. Learn more
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