> ## 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.

# FAQ

> Answers to the most common questions about VOXO products and features.

<Update label="What's the difference between a call queue and a call group?" description="When to use each for distributing calls to your team." tags={["Pharmacy"]}>
  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.
</Update>

<Update label="How do I set hours for a single day (holiday, closure, or special hours)?" description="Override your scheduled hours for one date — open or closed." tags={["Pharmacy", "Telecom"]}>
  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. If you want callers to hear a custom recording during the closure, record or upload it in [Media Files](/omnia/admin/media-files) first so it's ready to attach when you save the entry.
  2. Open [Time of Days](/omnia/admin/time-of-days) in your admin settings.
  3. In the date-specific section of the rule, add a new entry with the date plus the start and end time.
  4. 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.
  5. If a media file is required and you don't need a custom prompt, select **Beep**.
  6. 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.

  If you're routing the closure to a voicemail box, open the box in [Voicemails](/omnia/admin/voicemails) and confirm an **Email** address is set on the mailbox so you're notified when callers leave a message during the closure.

  To play a "we will be closed" notice to callers in the days leading up to the closure, pharmacy customers can schedule an [announcement](/pharmacy/announcements) with a start date before the closure and an end date on the closure day. The announcement plays inside your IVR until the end date and then stops automatically. An announcement plays a message inside an IVR but doesn't change where calls route on the closure day — you still need the date-specific entry above for the actual closure.

  **If a holiday message is still playing after the date passed**, it's coming from one of two places, and neither always clears on its own:

  * **A scheduled [announcement](/pharmacy/announcements) with no end date** — it stays active until you turn it off. Open [Announcements](/pharmacy/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](/omnia/admin/time-of-days), find the rule, open its **Manual Override** tab, uncheck **Enable time of day override**, and save.

  If you don't see the message in the Announcements list, it's most likely a routing override rather than an announcement.

  **Contact support** if you need a same-day change made urgently and can't wait for the schedule to save, if a Time of Days rule is saved but calls aren't following it, or to mark a holiday that falls on the same Monday each year (Memorial Day, Labor Day) as recurring annually so you don't need to re-add it next year.
</Update>

<Update label="Where do I find call reports and analytics?" description="Find per-user and per-branch call stats, individual call records, scheduled exports, and queue analytics." tags={["Pharmacy", "Connect", "Telecom"]}>
  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](/omnia/admin/call-statistics-user)** 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](/omnia/admin/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](/omnia/admin/scheduled-reports).

  The Reports tab is permission-based. If you don't see it after signing in — even as an account owner — your user needs Admin Portal access enabled, which is separate from your pharmacy or user role. Ask your account admin or VOXO support to turn it on, then refresh the page.

  Pharmacy customers also have call, queue, and IVR reports in the pharmacy portal under [Reports](/pharmacy/reports), and Connect customers can find call and messaging analytics in [Analytics](/connect/analytics).

  **Contact support** if a report gives an error, shows no data when you expect some, or if you need a custom export.
</Update>

<Update label="How do I record or change a voicemail greeting?" description="Record your personal greeting in the softphone, or set up greetings used by IVRs and announcements." tags={["Pharmacy", "Connect", "Telecom"]}>
  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](/omnia/user-guide/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](/omnia/admin/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](/pharmacy/ivr) prompt, or an [announcement](/pharmacy/announcements)).

  **Contact support** if you need to upload a pre-recorded file and it's not in a supported audio format.
</Update>

<Update label="How do I send a photo or file in a Connect SMS message?" description="Use the attach button rather than paste-from-clipboard." tags={["Connect", "Pharmacy"]}>
  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](/connect/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.
</Update>

<Update label="How do I turn call forwarding on or off myself?" description="Manage forwarding from your own settings — no need to call support." tags={["Telecom", "Pharmacy", "Connect"]}>
  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](/omnia/user-guide/settings#call-forwarding), then check or uncheck **Enable forwarding** and click **Save**.
  * **Connect (web)** — Open [Settings → Call forwarding](/connect/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**](/connect/mobile/settings#call-forwarding) 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](/omnia/admin/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.
</Update>

<Update label="Can I send a one-time message or announcement to all my patients?" description="Two VOXO options for reaching your patient base — and what isn't supported." tags={["Pharmacy"]}>
  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](/pharmacy/announcements) 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](/pharmacy/outbound-campaigns) 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.
</Update>

<Update label="Can I monitor live calls or check what an agent has been doing?" description="Use Listen and Coach during a call, or User Logs after the fact." tags={["Telecom", "Pharmacy", "Connect"]}>
  VOXO has two ways to keep an eye on agent activity:

  * **Live monitoring during an active call** — In the [Queue Manager](/omnia/user-guide/call-queues-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](/omnia/admin/user-logs)** to see activity across the extensions in a queue, with filters for date range, user, and event.

  Both Queue Manager and User Logs are gated by role permissions. If you don't see Queue Manager on a queue, or User Logs doesn't appear in your Reports menu, ask your VOXO admin to grant access on your extension.

  **Contact support** if access has been granted but Listen or Coach still aren't visible on an active call, or if User Logs loads with no data for a period you know had activity.
</Update>

<Update label="Why do my Yealink phones lose WiFi after a power outage, and how do I reconnect them?" description="WiFi credentials are stored locally on each device and can't be pushed from the backend — here's how to reconnect quickly." tags={["Telecom"]}>
  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:

  1. Press **Menu** on the phone.
  2. Go to **Settings → Basic Settings → Wi-Fi**.
  3. Select **Available Networks**.
  4. Choose your network and enter the WiFi password.

  **If the phone still shows "No Service" after power returns**, follow the same path — **Menu → Settings → Basic Settings → Wi-Fi → Available Networks** — and re-enter the password.

  **Tip:** Unplugging the phone for about 10 seconds before re-entering credentials gives it a clean restart and can help it reconnect more reliably after a power event.

  Keeping the WiFi password accessible at the front desk means staff can reconnect phones quickly when power is restored without waiting for IT support.

  **Contact support** if a phone continues to show "No Service" after re-entering correct credentials.
</Update>

<Update label="How do I send a fax?" description="Email a PDF to send@voxofax.com, or use the web portal." tags={["Telecom", "Pharmacy", "Connect"]}>
  You can send a fax two ways:

  * **Email to fax** — Email the document as a PDF attachment to `send@voxofax.com` with the 10-digit destination fax number in the subject line. This path accepts PDF attachments only.
  * **Web portal** — Sign in at `app.voxo.co` and use the fax interface.

  Sent and received faxes are listed under [My Activity](/omnia/user-guide/my-activity).

  **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.
</Update>

<Update label="My desk phone won't connect or calls keep dropping. What should I try first?" description="Power-cycle, enable Multicast, and disable SIP ALG before calling support." tags={["Telecom", "Pharmacy", "Connect"]}>
  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.

  For full step-by-step diagnostics, including one-way audio and dropped calls, see [Troubleshooting](/omnia/troubleshooting).

  **Contact support** if issues persist after a restart and router-setting check, or if multiple extensions are affected at the same time.
</Update>

<Update label="My outbound SMS isn't sending. What should I check?" description="Provisioning time on new numbers, and SMS-enabled extensions." tags={["Telecom", "Pharmacy", "Connect"]}>
  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.

  Your 10DLC brand and campaigns are managed under [10DLC Messaging](/omnia/admin/10dlc-messaging).

  **Contact support** if you're sending from an SMS-enabled extension and still get an error after 2 business days.
</Update>

<Update label="Do my phones need a static IP?" description="No — phones re-register on their own when the IP changes." tags={["Telecom", "Pharmacy", "Connect"]}>
  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.
</Update>

<Update label="Why does VOXO log me out automatically?" description="A HIPAA-driven inactivity timeout on healthcare accounts." tags={["Telecom", "Pharmacy", "Connect"]}>
  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.
</Update>

<Update label="What's the difference between app.voxo.co and connect.voxo.co?" description="The admin portal versus the end-user softphone." tags={["Telecom", "Pharmacy", "Connect"]}>
  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.co`** is the admin and manager portal — call recordings, call records, extension management, and full account settings.
  * **`connect.voxo.co`** is the softphone for end users — calls, voicemail, and basic call history. It does not include admin functions.

  For call recordings and account configuration, go to `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.
</Update>

<Update label="How many text messages can I send, and how fast?" description="Carrier throughput — not a VOXO setting — is the real ceiling." tags={["Telecom", "Pharmacy", "Connect"]}>
  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](/omnia/admin/10dlc-messaging) campaign registration and trust score.
  * Long messages are split into segments by the carrier, and each segment counts toward the rate.

  If you need to text a large list, space the sends to stay under the carrier rate, or ask about a campaign-registration tier that supports higher throughput.

  **Contact support** if messages are queuing or being filtered while you're sending well under the carrier rate, or to discuss a higher-throughput campaign registration.
</Update>

<Update label="What's the difference between a call recording and a PCAP?" description="When to ask for the audio versus the raw network capture." tags={["Telecom", "Pharmacy", "Connect"]}>
  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](/omnia/admin/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.

  A PCAP is usually requested by an IT engineer, partner, or carrier rep diagnosing a live call-quality problem. PCAP retention is short, so request it as soon as the problem call happens, and include the date, time, both numbers, the extension, and a short description of the symptom.

  **Contact support** to request a PCAP for a specific call. Support pulls the capture and shares it with the team working the case.
</Update>

<Update label="How do I check a voicemail box from another phone?" description="Dial * plus the mailbox number, then the PIN — no desk handset needed." tags={["Telecom", "Pharmacy", "Connect"]}>
  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](/omnia/admin/voicemails) (**Phone System → Voicemails**).
  * If `*<box>` is not recognized, confirm you're dialing from a line registered to the same account.

  **Contact support** if the star code still isn't recognized from a line on your account.
</Update>

<Update label="A phone or queue shows &#x22;on a call&#x22; with an impossible duration. How do I clear it?" description="Reset the stuck extension status — the call isn't real." tags={["Telecom", "Pharmacy", "Connect"]}>
  When a phone shows "on a call" but the user is idle, or Live Calls / the [Operator Panel](/omnia/user-guide/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:

  1. Get the extension number (a 3–5 digit internal number, not a 10-digit phone number).
  2. In the admin portal, go to **Phone System → [Extensions](/omnia/admin/extensions)**, find the extension, and use **Reset Status**.
  3. If you don't have admin access, contact support to clear it.

  **Contact support** if you can't reach Reset Status, or list every affected extension number in one message when several are stuck at once so they can be cleared together.
</Update>

<Update label="One phone doesn't ring but the others do. What should I check first?" description="Check queue or group membership and agent login before extension settings." tags={["Telecom", "Pharmacy"]}>
  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:

  1. Confirm which [call queue](/omnia/admin/call-queues) or [call group](/omnia/admin/call-groups) the calls land on (set on the DID or main number).
  2. Confirm the extension is a member of that queue or group.
  3. Confirm the agent is logged in (Queue Manager, for queues).
  4. Confirm the agent is not paused.
  5. Only then check extension-level settings like Do Not Disturb, Forwarding, or Auto Answer.

  The fix is usually adding the extension to the queue and logging the agent in.

  **Contact support** if the extension is a member of the right queue or group, the agent is logged in and not paused, and the phone still doesn't ring.
</Update>

<Update label="VOXO Connect softphone: how do I fix the mic, a &#x22;disabled&#x22; status, or a desk double-ring?" description="The most common VOXO Connect softphone fixes." tags={["Connect"]}>
  [VOXO Connect](/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.

  Closing the app or shutting down your PC only stops the softphone on that machine — your desk phone and the softphone on other devices keep ringing. If an older red app shows no voicemail or calls, switch to the updated black-and-white VOXO Connect app, which has voicemail built in.

  **Contact support** if the microphone is allowed in both the browser and operating system and calls still have no audio, or if the softphone stays "disabled" after a fresh sign-in.
</Update>

<Update label="Settings look wrong or a save won't stick after an update. What should I try?" description="Hard-refresh to clear a stale cached page." tags={["Telecom", "Pharmacy", "Connect"]}>
  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**.

  Then retry the save. If it still fails, sign out and back in, or try a private/incognito window to rule out a stuck session.

  **Contact support** only if the error persists after a hard refresh and a fresh sign-in.
</Update>