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The IVR page at https://pharmacy.voxo.co/ivr lets you view and manage Interactive Voice Response (IVR) phone menus. An IVR answers inbound calls and presents callers with a menu of options — such as pressing 1 to refill a prescription or pressing 2 to reach the pharmacy counter — without requiring staff to handle the initial routing. The page has two tabs: Calls and Settings.
To add a temporary message — such as a delivery-fee notice, an updated-hours alert, or a holiday closure — that plays before your main IVR greeting, use Announcements rather than editing the IVR’s greeting audio. Announcements can be scheduled to start and end on specific dates without changing your IVR configuration.

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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
Below the stats bar, the call history table lists individual call records. Use the date range filter at the top of the table to adjust the reporting window, and use the pagination controls at the bottom to page through results. Each row in the table includes:

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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.

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Configuring general settings

The General sub-tab contains the core settings for an IVR. The Timeout destination and Wrong key press destination selectors each accept a single end destination — a voicemail, extension, custom destination, queue, call group, or another IVR. You can add media (such as an audio playback) alongside the end destination, but only one terminating destination is allowed per selector.

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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. Each key holds a single destination — selecting a new one replaces the previous choice. Available destination types:
If a key is currently set to one destination type (for example, Custom) and you want to send it to a different type (for example, an Extension), change the destination type first. The destination picker only lists choices that match the selected type, so the new extension won’t appear until you switch the type to Extension.
In addition to individual key destinations, you can configure two special destinations:
  • 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.
Supported keys are 0–9, *, and #.
Assign the timeout destination and wrong-key-press destination even if you plan to loop on timeout. If the caller reaches the maximum loop count, the call will still need somewhere to go.
After you save changes to a menu, call your main number and walk the menu yourself to confirm the greeting plays and each key routes where you expect. To see how callers are actually moving through the menu afterward, use the Calls tab above or the Virtual Receptionist view in Reports.

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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:
1

Open the Audio Announcements sub-tab

While editing an IVR, select the Audio Announcements sub-tab.
2

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.
3

Use the file in the IVR

Return to the General sub-tab and select the uploaded file as the IVR greeting, or use it as a destination audio prompt.
Generating text-to-speech audio: If you do not have a pre-recorded audio file, you can generate one using text-to-speech.
1

Open the Audio Announcements sub-tab

While editing an IVR, select the Audio Announcements sub-tab.
2

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.”
3

Generate and save

Click the generate button. The system creates an audio file from your text and adds it to the media list. You can then select it as the IVR greeting.
To delete a media file, locate it in the media list and select the delete option. You cannot delete a file that is currently in use as an active IVR greeting.
Deleting a media file that is referenced by an IVR will cause that IVR to have no audio for the affected prompt. Review your IVR settings before removing any media files.