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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 and use the fax interface.
Sent and received faxes are listed in Faxes.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 temporary hours for a holiday or emergency closure?
PharmacyTelecom
Override your scheduled hours for a specific date or time window.
Use Time of Days to add a temporary schedule on top of your regular hours.
  1. Open Time of Days in your admin settings.
  2. Add a new entry with a start and end time for the closure window.
  3. Point the entry at the destination you want during that window, such as an IVR with a closure greeting or a specific voicemail box.
  4. Save and call your main number during the window to verify.
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?
Pharmacy
Record a new greeting from your browser or generate one with text-to-speech.
Greetings are stored as media files and assigned to voicemail boxes, IVRs, and announcements.
  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 before contacting support.
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 from extensions that have SMS capability enabled. A few things to check:
  • 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.
Your 10DLC brand and campaigns are managed in 10DLC Messaging.Contact support if you’re sending from the correct extension and still get a “cannot send from the provided number” error after 2 business 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.