What's the difference between a call queue and a call group?
Pharmacy
When to use each for distributing calls to your team.
Both route an incoming call to multiple users, but they work differently:
- Call group — A simple list of extensions that ring together, or in sequence. Best for small teams where anyone can pick up.
- Call queue — A managed flow with hold times, position announcements, and reporting. Best when you need to track wait times, distribute calls fairly, or run a call center.
How do I set hours for a single day (holiday, closure, or special hours)?
PharmacyTelecom
Override your scheduled hours for one date — open or closed.
Use Time of Days to add a date-specific entry on top of your regular hours. The same mechanism handles a one-time closure, a holiday, or a one-day shift in your open hours.Holidays are not preset — Memorial Day, Thanksgiving, and the like need to be added the same way as any other one-day change. Add a separate date-specific entry for each holiday you want covered.
- If you want callers to hear a custom recording during the closure, record or upload it in Media Files first so it’s ready to attach when you save the entry.
- Open Time of Days in your admin settings.
- In the date-specific section of the rule, add a new entry with the date plus the start and end time.
- Point the entry at the destination you want during that window — an IVR with a closure greeting, a voicemail box, or your normal Open destination if you’re staying open with different hours.
- If a media file is required and you don’t need a custom prompt, select Beep.
- Save. The rule only applies on the selected date — you don’t need to revert it later — and normal hours resume automatically when the date passes.
- A scheduled announcement with no end date — it stays active until you turn it off. Open Announcements, find the holiday message, and toggle it Inactive (or delete it). Setting an end date when you create the announcement avoids this next time.
- A manual “closed” or holiday override on the routing — this does not expire on its own and keeps playing until it’s removed. Open Time of Days, find the rule, open its Manual Override tab, uncheck Enable time of day override, and save.
Where do I find call reports and analytics?
PharmacyConnectTelecom
Find per-user and per-branch call stats, individual call records, scheduled exports, and queue analytics.
Most reporting lives in the Omnia admin portal at
app.voxo.co — sign in and open the Reports tab. A few reports answer the most common questions:- How many calls each user answered, with total and average talk time — open Reports → Call Statistics → Users and filter by branch or by specific users. The table includes Inbound Answered, Total Answered, Total Talk Time, and Avg Talk Time Per Call, and defaults to today’s date.
- A detailed list of individual calls, including who answered each one — open Reports → Call Summary → Call Records, then filter by date range, direction (inbound or outbound), branch, and disposition (such as Answered). You can export the filtered results to CSV.
- The same report emailed on a schedule — after applying your filters, choose Schedule Report from the Export dropdown to have it sent Daily, Weekly, or Monthly to one or more recipients. Manage existing schedules in Scheduled Reports.
How do I record or change a voicemail greeting?
PharmacyConnectTelecom
Record your personal greeting in the softphone, or set up greetings used by IVRs and announcements.
Where you record a greeting depends on whether it’s your personal voicemail or a system greeting (IVR menu, announcement, or shared voicemail box).Your personal voicemail greeting (softphone) — record it yourself from Settings → Voicemail in the Omnia web softphone:
- Click Settings at the top right, then open the Voicemail section.
- Under Voicemail Greetings, pick the greeting you want to set: Name, Unavailable, Busy, or Out of Office.
- Press and hold Record to record from your browser, or use Upload File to upload a pre-recorded clip.
- Click Save Changes.
- Go to Media Files and choose Add new.
- Give the file a descriptive name.
- Click the microphone icon to record from your browser, or enable Text to Speech to generate one from typed text.
- Save, then assign the file wherever you need it (a voicemail box, an IVR prompt, or an announcement).
How do I send a photo or file in a Connect SMS message?
ConnectPharmacy
Use the attach button rather than paste-from-clipboard.
Connect’s SMS messaging supports images and files (MMS) through the attach button — pasting from the clipboard isn’t a supported way to add an image to an outbound message.
- Connect web (
connect.voxo.co) — Open the conversation, click the attach button next to the message field, and choose the file from your device. JPG, PNG, and PDF are all supported. - VOXO mobile app — In the conversation, tap the attachment icon and pick a file or photo from your device. See Mobile messaging.
How do I turn call forwarding on or off myself?
TelecomPharmacyConnect
Manage forwarding from your own settings — no need to call support.
Forwarding is a self-serve setting in three places, depending on where you log in:
- Omnia (web) — Sign in at
app.voxo.co, open your profile Settings, then check or uncheck Enable forwarding and click Save. - Connect (web) — Open Settings → Call forwarding and toggle the switch, then click Save.
- Connect mobile app — Tap your avatar → Preferences → Calls, then check or uncheck Forward all calls and tap Save changes.
Can I send a one-time message or announcement to all my patients?
Pharmacy
Two VOXO options for reaching your patient base — and what isn't supported.
VOXO offers two ways to deliver a one-time message to patients, depending on whether you want to reach the patients who call you or call out to a patient list:
- Inbound — IVR announcement. Create an announcement that plays inside your IVR menu. Patients who call your pharmacy hear the message before reaching the menu, and you can schedule it to start and end on specific dates.
- Outbound — call campaign. Create an outbound campaign using the Contact Pharmacy type. Upload a list of patients (name and phone number are required; Rx number and drug name are optional for this type) and the system places automated calls that play your message and let patients press a key to transfer to staff.
Can I monitor live calls or check what an agent has been doing?
TelecomPharmacyConnect
Use Listen and Coach during a call, or User Logs after the fact.
VOXO has two ways to keep an eye on agent activity:
- Live monitoring during an active call — In the Queue Manager, open Active Calls. Listen silently monitors a call without either party hearing you. Coach lets you speak to the agent while the caller cannot hear you.
- After-the-fact activity — Open Reports → User Logs to see activity across the extensions in a queue, with filters for date range, user, and event.
Why do my Yealink phones lose WiFi after a power outage, and how do I reconnect them?
Telecom
WiFi credentials are stored locally on each device and can't be pushed from the backend — here's how to reconnect quickly.
Yealink phones store WiFi credentials locally on the device. There is no way to push credentials to phones from a backend system — each phone must be reconnected manually after a power event drops the connection.To reconnect a Yealink phone after power is restored:
- Press Menu on the phone.
- Go to Settings → Basic Settings → Wi-Fi.
- Select Available Networks.
- Choose your network and enter the WiFi password.
You can send a fax two ways:
- Email to fax — Email the document as a PDF attachment to
send@voxofax.comwith the 10-digit destination fax number in the subject line. This path accepts PDF attachments only. - Web portal — Sign in at
app.voxo.coand use the fax interface.
My desk phone won't connect or calls keep dropping. What should I try first?
TelecomPharmacyConnect
Power-cycle, enable Multicast, and disable SIP ALG before calling support.
Most connection and call-quality problems can be fixed locally:
- Power-cycle the phone — Unplug it for about 15 seconds, then plug it back in.
- On your router, enable Multicast and disable SIP ALG — these two settings cause most VoIP registration and call-quality problems.
My outbound SMS isn't sending. What should I check?
TelecomPharmacyConnect
Provisioning time on new numbers, and SMS-enabled extensions.
Two things commonly block outbound SMS:
- Newly registered numbers can take 1-2 business days to finish provisioning before the first message sends.
- The sending extension must be SMS-enabled — not every extension has SMS capability turned on.
Do my phones need a static IP?
TelecomPharmacyConnect
No — phones re-register on their own when the IP changes.
No. VOXO desk phones and softphones work on a standard dynamic (DHCP) internet connection — you don’t need a static IP for normal use. When your IP address changes, the phone re-registers on its own.If your firewall only allows traffic from a fixed IP, your IT team still needs to allow VOXO’s network ranges, since the phone’s own IP can change.Contact support if a phone repeatedly goes offline and back online while your internet connection itself is stable, so we can check whether the IP is changing more than expected.
Why does VOXO log me out automatically?
TelecomPharmacyConnect
A HIPAA-driven inactivity timeout on healthcare accounts.
If your account handles protected health information, VOXO signs you out after a period of inactivity. This is a HIPAA compliance feature working as designed to protect patient data. Sign back in to keep working — there is no setting to leave the session open indefinitely on a healthcare account.Contact support if you’re being logged out within seconds of signing in, or while you’re actively on a call, since that points to something other than the standard inactivity timeout.
What's the difference between app.voxo.co and connect.voxo.co?
TelecomPharmacyConnect
The admin portal versus the end-user softphone.
VOXO has two web addresses that do different things. If you can’t find call recordings or an admin page, you’re most likely on the wrong one.
app.voxo.cois the admin and manager portal — call recordings, call records, extension management, and full account settings.connect.voxo.cois the softphone for end users — calls, voicemail, and basic call history. It does not include admin functions.
app.voxo.co. Many notification emails and onboarding links point to connect.voxo.co, so admins sometimes land there first.Contact support if you’re signed in at app.voxo.co and still can’t see call recordings, since that points to a role permission on your user account.How many text messages can I send, and how fast?
TelecomPharmacyConnect
Carrier throughput — not a VOXO setting — is the real ceiling.
VOXO sends SMS one-to-one (one message to one recipient at a time), not as a bulk-blast tool. For higher-volume texting, the ceiling is the carrier’s throughput limit, not a VOXO setting.
- Carrier throughput is measured in messages per minute. On AT&T, for example, the practical limit is roughly 75 messages per minute for a standard 10DLC number.
- Send faster than the carrier allows and messages queue or get filtered. The exact rate depends on the destination carrier and your number’s 10DLC campaign registration and trust score.
- Long messages are split into segments by the carrier, and each segment counts toward the rate.
What's the difference between a call recording and a PCAP?
TelecomPharmacyConnect
When to ask for the audio versus the raw network capture.
A call recording and a PCAP (packet capture) are different things, and asking for the wrong one slows down a troubleshooting case.
- Call recording — the audio of the conversation. You can find recordings yourself, searchable by phone number and date, in Call Recordings.
- PCAP — the raw SIP/RTP network capture for a call. Engineers use it to diagnose signaling and media problems such as one-way audio, dropped call legs, choppy audio, or NAT/SDP issues. It is not the conversation audio, so a recording is never a substitute for a PCAP.
How do I check a voicemail box from another phone?
TelecomPharmacyConnect
Dial * plus the mailbox number, then the PIN — no desk handset needed.
You can check a VOXO voicemail box from any phone, including a cell phone, without the desk handset. From a VOXO extension or a phone that can reach the system, dial
* followed by the mailbox number (for example, *201), then enter the box’s PIN when prompted.This reaches the same mailbox the desk phone uses, so messages, greetings, and the read/unread state stay in sync.- If the PIN is unknown, an admin can reset it from the voicemail box settings in Voicemails (Phone System → Voicemails).
- If
*<box>is not recognized, confirm you’re dialing from a line registered to the same account.
A phone or queue shows "on a call" with an impossible duration. How do I clear it?
TelecomPharmacyConnect
Reset the stuck extension status — the call isn't real.
When a phone shows “on a call” but the user is idle, or Live Calls / the Operator Panel shows an impossible duration (multiple hours or days), the call isn’t real. The extension is in a stuck status: a prior call ended but the platform never cleared the on-call flag.Don’t inspect Operator Panel details or look up the other party — that assumes a real call and wastes time.To clear it:
- Get the extension number (a 3–5 digit internal number, not a 10-digit phone number).
- In the admin portal, go to Phone System → Extensions, find the extension, and use Reset Status.
- If you don’t have admin access, contact support to clear it.
One phone doesn't ring but the others do. What should I check first?
TelecomPharmacy
Check queue or group membership and agent login before extension settings.
When a single phone never rings while others nearby ring on the same calls, check queue or call group membership and login first — not Auto Answer. (Auto Answer connects the call instantly with no ring; it doesn’t silence the phone.)Work this ladder in order:
- Confirm which call queue or call group the calls land on (set on the DID or main number).
- Confirm the extension is a member of that queue or group.
- Confirm the agent is logged in (Queue Manager, for queues).
- Confirm the agent is not paused.
- Only then check extension-level settings like Do Not Disturb, Forwarding, or Auto Answer.
VOXO Connect softphone: how do I fix the mic, a "disabled" status, or a desk double-ring?
Connect
The most common VOXO Connect softphone fixes.
VOXO Connect is the black-and-white softphone app (web and desktop). The most common fixes:
- Mic permission error on the web app — The browser is blocking microphone access. Click the lock/mic icon in the address bar, set the microphone to Allow for
app.voxo.co, and reload. On the desktop app, confirm your operating system grants microphone access to the app. - Softphone shows “disabled” — The headset icon toggles availability. Click it so it turns from white to green. If it stays disabled, log out and back in.
- The app rings at your desk while your desk phone also rings (double-ring) — Turn notifications off in the app rather than using Do Not Disturb. DND stops calls entirely, which isn’t what you want here.
Settings look wrong or a save won't stick after an update. What should I try?
TelecomPharmacyConnect
Hard-refresh to clear a stale cached page.
After VOXO ships a platform update, your browser can hold an older cached version of a page. That shows up as settings that look out of date, a form that won’t accept input, or a save error naming a field — for example “callerIdUpdated is not allowed” or “call hours can not be empty” when the hours are filled in.The fix is a hard refresh, which forces the browser to reload the current page instead of the cached copy:
- Windows — press Ctrl + F5 (or Ctrl + Shift + R).
- Mac — press Cmd + Shift + R.