Changelog

​

New features

​

Agent

• Outbound campaign calls — The pharmacy agent now places outbound calls for campaigns set to Assistant mode. The agent introduces the call, walks the patient through a pickup reminder, refill reminder, or contact pharmacy message, captures the patient’s response, and detects voicemail so the disposition is recorded correctly. Learn more

​

Updates

​

Pharmacy

• Liberty RX click-to-call — Pharmacies using Liberty RX can now use click-to-call to dial patients from their Liberty workstation. Activity appears in the Click to Call tab of PMS Tools. Learn more

​

Bug fixes

​

Agent

• Fixed the pharmacy agent’s SMS conversations failing when looking up prescriptions, requesting refills, or checking refill status. SMS interactions now work alongside voice calls.

​

New features

​

Agent

• Knowledge Base sections — The Knowledge Base sub-tab in agent Settings now supports multiple named information sections, each with a Title and Data field. The agent reads every section when answering patient questions, so you can capture distinct topics — policies, services, FAQs — as separate entries instead of one block of text. Learn more

​

Bug fixes

​

Agent

• Fixed prescription lookups failing when an rx number was transcribed with spaces or other non-digit characters. The agent now strips these before checking the pharmacy system, improving reliability for keypad and spoken rx entry. Learn more

​

Bug fixes

​

Connect

• Fixed remote participant video appearing zoomed in or cropped during VOXO Meet calls. Video now displays at its full aspect ratio in grid view, active speaker view, and screen-sharing layouts. Learn more

​

Updates

​

Pharmacy

• Tools sub-tab paused — The Tools sub-tab in agent Settings, including the Cal.com vaccine scheduling integration, is currently unavailable while it’s being updated. It will return in a future release. Learn more

​

Bug fixes

​

Pharmacy

• Fixed an issue in agent Refill Config where deleting a receiving option could remove the wrong row when multiple options were configured. Learn more

​

New features

​

Agent

• Vaccine appointment scheduling — The pharmacy agent can now book vaccine appointments for callers using a connected Cal.com account. Add your Cal.com API key in the new Tools sub-tab of agent Settings, and the agent will offer live availability and create the booking on your calendar without staff involvement. Learn more

​

Pharmacy

• Agent transfer ringtone — Voice Settings now includes an Agent Transfer Ringtone option. Pick one of ten alternate ringtones (matching the alternate ringtone slots on Yealink deskphones) so staff can hear the difference between an agent-transferred call and a regular inbound call. Learn more
• Refill loop attempts — Refill Config now lets you cap how many times the IVR retries filling a script before exiting the refill flow. Choose a value from 1 to 10 to keep callers from getting stuck in long refill loops. Learn more

​

Updates

​

Pharmacy

• Single end destination on IVR timeout and wrong-key flows — IVR timeout and wrong-key-press selectors now accept exactly one terminating destination (voicemail, extension, custom destination, queue, call group, or another IVR). You can still add media playback alongside it. Key press options have a refreshed compact layout that lets the selected destination act as the trigger to change it. Learn more

​

New features

​

Agent

• Keypad input on calls — Callers can now enter their prescription number using the touch-tone keypad during a call. The agent reads the digits as the rx number and looks up the prescription without first asking for a name and date of birth. Learn more

​

Bug fixes

​

Agent

• Fixed the agent reading off the full medication list. The agent now asks which medication the caller needs help with instead of listing every prescription on file. Learn more

​

Pharmacy

• Fixed an issue where new users could not be created in the Pharmacy Dashboard. Learn more

​

Updates

​

Pharmacy

• Optional fields for Contact Pharmacy campaigns — When adding records to a Contact Pharmacy outbound campaign, Rx Number and Drug Name are now optional. The CSV import and manual entry forms label these fields as optional, and a row is valid as long as the patient name and phone number are filled in. Learn more

​

API

• Rx Number optional for Contact Pharmacy campaign records — The endpoint that adds records to a campaign now accepts requests without rxNumber when the campaign type is contactPharmacy. Other campaign types still require rxNumber. Learn more

​

Bug fixes

​

Telecom

• Fixed click-to-call so the caller ID shown on the originator’s phone displays the destination party’s name and number, instead of the originator’s own caller ID.

​

New features

​

Pharmacy

• Audio files for special hours — When adding or editing special hours, the Audio File field now pulls from your Audio files library, and you can create a new audio file inline without leaving the form. Previously this field used the Announcements library. Learn more

​

Updates

​

API

• Holidays now reference media files — The holidays endpoints now use mediaFileId instead of announcementId to link audio, matching the rest of the audio model. Update any integrations that reference the old field. Learn more

​

Bug fixes

​

Pharmacy

• Fixed tool call details not expanding reliably in agent session transcripts. Learn more
• Fixed the announcement editor closing unexpectedly when interacting with the schedule date picker. Learn more

​

Bug fixes

​

API

• Fixed an issue where toggling call recording during a queue call could select the wrong outbound channel.

​

Updates

​

API

• Detailed validation errors — API responses for invalid requests now include a validationErrors array with specific field-level details, making it easier to identify and fix malformed requests. Learn more

​

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.

​

Bug fixes

​

Telecom

• Fixed an issue with call parking where newly created parking spaces were not functioning correctly.

​

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

​

Bug fixes

​

Connect

• Fixed an issue where inbound calls could fail to connect.

​

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