Viewing IVR call history
The Calls tab displays analytics for calls that passed through your IVR system. This tab is available for non-Location pharmacy types. A stats bar at the top of the tab shows summary counts for the current date range:- Inbound Calls — all calls that entered the IVR
- Queued Refills — refill requests the IVR completed automatically
- RX Status Checks — prescription status checks performed
- Query Refills — total number of refill-related queries received
| Column | Description |
|---|---|
| Name | The caller’s name, if available |
| Number | The caller’s phone number |
| Processed Refills | Number of refills the IVR completed during this call |
| Status Checks | Number of prescription status checks performed |
| RX Numbers | Prescription numbers involved in the call, comma-separated |
| Date | When the call ended |
Editing an IVR
IVRs are provisioned by your administrator and appear in the list on the Settings tab. You cannot create IVRs from this page. To edit an existing IVR, click the pencil icon on any row. The edit modal opens with three sub-tabs: General, Audio Announcements, and Key Press Options.Configuring general settings
The General sub-tab contains the core settings for an IVR.| Setting | Description |
|---|---|
| IVR name | A label to identify this IVR in the list. Use a descriptive name such as “Main pharmacy menu” or “After-hours menu.” |
| Greeting audio file | The destination selector used to choose which audio file plays when a caller enters the IVR. Select from the media files available in your account. |
| Timeout (seconds) | How many seconds the IVR waits for the caller to press a key before treating the call as a timeout. |
| Extension dialing | When enabled, callers can dial an extension directly rather than using the menu keys. |
| Loop on timeout | When enabled, the IVR replays the greeting and menu if the caller does not press a key within the timeout period. |
| Loop on wrong key press | When enabled, the IVR loops back to the greeting when the caller presses an unrecognized key. |
| Max loops | The maximum number of times the IVR will loop before routing the call to the timeout destination. Only applies when Loop on timeout or Loop on wrong key press is on. |
Setting up key press options
The Key press options sub-tab maps each key on the caller’s keypad to a destination. When a caller presses a key, the IVR routes the call to the destination you configured for that key. To assign a destination to a key, select the key from the list and choose the destination type and target. Available destination types:| Destination type | Description |
|---|---|
| Extension | Routes the call to a specific extension, such as the pharmacy counter or a staff member’s phone. |
| Queue | Places the caller into a call queue to wait for the next available agent. |
| Voicemail | Sends the caller directly to a voicemail box. |
| IVR | Transfers the call to another IVR, allowing you to build nested menus. |
- Timeout destination — where the call goes if the caller does not press any key within the timeout period (and looping is disabled or exhausted).
- Wrong key press destination — where the call goes if the caller presses a key that has no destination assigned.
Managing audio announcements
The Audio Announcements sub-tab lets you manage the audio files used in the IVR, such as greetings and hold messages. Uploading an audio file:Upload a file
Click the upload button and select an audio file from your computer. Supported formats include MP3 and WAV. The file appears in the media list once the upload completes.
Enter your script
Select the text-to-speech option and type the text you want the system to read aloud. For example: “Thank you for calling Main Street Pharmacy. Press 1 to refill a prescription.”