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Documentation Index

Fetch the complete documentation index at: https://docs.voxo.co/llms.txt

Use this file to discover all available pages before exploring further.

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How do I configure my IVR menus and key presses?
Pharmacy
Build or edit menu options so callers reach the right destination.
Open your pharmacy dashboard and go to IVR. Each menu lets you set a prompt and map keys (for example, “Press 1 for pharmacy, 2 for refills”) to destinations such as a queue, an extension, or a sub-menu.After saving changes, call your main number and walk the menu to confirm prompts play correctly and key presses route where you expect.To see how callers are moving through your IVR, check the Virtual Receptionist view in Reports.Contact support if calls bypass the IVR after you’ve saved a valid configuration.
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How do I send a fax?
PharmacyTelecom
Send outbound faxes by email or from the web portal.
You can send a fax two ways:
  • Email to fax — Email the document as an attachment to send@voxofax.com with the destination fax number in the subject line.
  • Web portal — Sign in at app.voxo.co, then go to User panel → My Activity → Faxes → Send new fax.
Sent and received faxes are listed in Faxes.If you see a “Fax From” cannot be empty error in the web portal, outbound faxing isn’t enabled on your extension yet. Ask your system admin to enable faxing on your extension and then try again.Contact support if your fax number doesn’t appear in your account, or if an outbound fax shows as sent but never arrived at the destination.
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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.
You can see what’s tied to a queue or group by clicking Show Relations before making changes.Contact support if you need help choosing a routing strategy for your queue or changing how calls distribute across agents.
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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.
  1. Open Time of Days in your admin settings.
  2. In the date-specific section of the rule, add a new entry with the date plus the start and end time.
  3. 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.
  4. If a media file is required and you don’t need a custom prompt, select Beep.
  5. Save. The rule only applies on the selected date — you don’t need to revert it later.
If you’re routing the closure to a voicemail box, open the box in Voicemails and confirm an Email address is set on the mailbox so you’re notified when callers leave a message during the closure.Contact support if you need a same-day change made urgently and can’t wait for the schedule to save, or if a Time of Days rule is saved but calls aren’t following it.
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Where do I find call reports and analytics?
PharmacyConnect
Find call logs, queue stats, and CSV exports.
Pharmacy customers can find call, queue, and IVR reports in Reports. Most views support filtering by date range and exporting to CSV.Connect customers can find call and messaging analytics in Analytics.Contact support if a report gives an error, shows no data when you expect some, or if you need a custom export.
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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:
  1. Click Settings at the top right, then open the Voicemail section.
  2. Under Voicemail Greetings, pick the greeting you want to set: Name, Unavailable, Busy, or Out of Office.
  3. Press and hold Record to record from your browser, or use Upload File to upload a pre-recorded clip.
  4. Click Save Changes.
If you don’t see the Voicemail section, the option is permission-gated — ask your VOXO admin to enable it on your account.System greetings (IVR, announcement, shared voicemail box) — these are stored in your media library and assigned by an admin.
  1. Go to Media Files and choose Add new.
  2. Give the file a descriptive name.
  3. Click the microphone icon to record from your browser, or enable Text to Speech to generate one from typed text.
  4. Save, then assign the file wherever you need it (a voicemail box, an IVR prompt, or an announcement).
Contact support if you need to upload a pre-recorded file and it’s not in a supported audio format.
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My desk phone isn't connecting. What should I try first?
Telecom
Basic troubleshooting for offline phones and Account Unregistered warnings.
If your phone shows “Account Unregistered” or says the phone is disabled, it has lost its connection to the system — usually a network issue. Start with these steps:
  1. Unplug the phone’s power cable (and network cable, if separate) for 15 seconds, then plug back in.
  2. Confirm the network cable is fully seated at both ends and that your switch or router has power.
  3. If the phone still won’t register, factory reset it by holding the OK button (center of the directional pad) for 5–7 seconds and confirming.
You can see whether the extension is online in Extensions.Contact support if the phone still won’t connect after a factory reset, or if it connects but immediately goes offline again.
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Why is my outbound SMS failing?
TelecomPharmacy
Check that the right extension is enabled for SMS.
Outbound SMS only works once your account is SMS-ready and you’re sending from an enabled extension. A few things to check:
  • Your 10DLC brand is VERIFIED and your campaign is approved. Check both in 10DLC Messaging — no SMS will send until both are approved.
  • You are sending from an extension that’s enabled for SMS (not every extension is).
  • If you have multiple locations, each location needs its own SMS-enabled extension and its own login.
  • Newly registered numbers can take 1–2 business days to finish provisioning before the first message sends.
Brand approval is often automated and can complete in 24 hours, but a manual review can take up to 7 days. Campaign approval is run by The Campaign Registry and typically takes 3–7 business days. See Approval timeframes for what to expect.Contact support if your brand and campaign are both approved, you’re sending from the correct extension, and you still get a “cannot send from the provided number” error after 2 business days, or if your campaign has been pending review longer than 7–10 days.
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How do I configure the pharmacy agent to handle refill requests correctly?
Agent
Link reassigned Rx numbers and set direct-dial for refills.
Two settings commonly cause refill issues:
  • Reassigned prescriptions — If your PMS reassigns Rx numbers, enable the corresponding option in Agent settings so the agent accepts refills for the new number.
  • Direct dial for refills — You can assign a dedicated number that routes callers straight to the refill agent, bypassing the main menu. Additional numbers for this purpose are not charged.
Contact support if the agent still asks callers to contact their prescriber for a prescription that’s already filled and on hold, after the refill settings have been updated.
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Calls keep dropping or I'm hearing one-way audio. What can I check?
Telecom
Network and device steps that resolve most call-quality issues.
Dropped calls and one-way audio are usually caused by a network or device issue that you can correct locally.
  1. Power cycle the phone by unplugging for 15 seconds.
  2. On your router, enable Multicast and disable SIP ALG — these two settings cause most VoIP call-quality problems.
  3. If only one side can hear audio, reseat the headset cable or try speakerphone to rule out a handset issue.
  4. If the problem is limited to a single extension, swap the phone with a known-good one to confirm the device.
Contact support if issues persist after a restart and router-setting check, or if multiple extensions are affected at the same time.
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How do I get a new phone activated to receive calls?
Telecom
Add a new phone or extension to call routing.
Once a phone is online and registered, it still won’t receive inbound calls until it’s added to a routing destination.
  1. Confirm the phone is online in Extensions.
  2. Add the extension to a call group or queue so inbound calls reach it.
  3. If a new user hasn’t received their invite email, have them use Forgot Password on the login page to set their password directly — no invite needed.
Contact support if the phone has a dial tone and can place outbound calls, but still doesn’t ring on inbound calls after it’s been added to a group or queue.
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Can I use my own SIP phone with VOXO?
Telecom
What's supported and what setup looks like for BYOD hardware.
VOXO auto-provisions Yealink and Polycom phones — plug them in and they pick up their configuration automatically. Other SIP-capable phones can still register, but they won’t auto-provision and need to be configured manually with SIP credentials.Point the phone at the SIP server hostname sip.voxo.co. VOXO doesn’t publish a fixed IP for this — always use the hostname so the phone resolves to the current gateway.Contact support to get the SIP credentials for manual provisioning, or to check whether a specific phone model has been tested with VOXO before you buy it.
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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.
If the attach button doesn’t open a file picker on the web, sign out of Connect and sign back in. On mobile, also confirm you’re on the latest version of the app.Contact support if the attach button still doesn’t open a file picker after a fresh sign-in, or if a sent message with an attachment never reaches the recipient.
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How do I enable call recording?
TelecomPharmacy
Inbound recording lives on the phone number; outbound recording lives on the extension.
Recording is configured in two different places depending on the call direction:
  • Inbound calls — Open Phone Numbers, edit the number, and set Enable Recording to Yes (or No, but allow start/stop if you want the user to start and stop manually).
  • Outbound calls — Open Extensions, edit the extension, and set Outbound Recording to Yes (or No, but allow start/stop). You can change this for many extensions at once with Bulk Edit.
Both pages also have an Email Recording field — add an address there to receive each recording as an email attachment.Saved recordings are listed in Call Recordings, where you can filter by date, play back, and download.If a call you expected to be recorded isn’t showing up, confirm the call was answered — unanswered calls don’t generate a recording.Contact support if recording is set to Yes on the correct phone number or extension and answered calls still aren’t appearing in Call Recordings.
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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.
If forwarding was set up on the extension itself rather than on a user’s profile, an admin can clear it. Open Extensions, edit the extension, and uncheck Enable forwarding all calls under Never Miss A Call Settings, then save.Contact support if forwarding is unchecked in all of the places above and inbound calls are still being redirected.
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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.
Bulk SMS broadcasts to a patient list are not a built-in VOXO feature — Connect SMS is one-to-one. If your pharmacy management system sends SMS messages to patients on its own, set those up in your PMS rather than in VOXO.Contact support if you’d like help recording the announcement audio or setting up your first outbound campaign.