> ## 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.
# IVR
> Build and manage Interactive Voice Response menus that route inbound callers and process refill requests automatically.
The IVR page at [https://pharmacy.voxo.co/ivr](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](/pharmacy/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.
## 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:
| 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. |
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.
## 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:
| Destination type | Description |
| ---------------- | ------------------------------------------------------------------------------------------------ |
| Extension | Routes the call to a specific extension, such as the pharmacy counter or a staff member's phone. |
| Call group | Rings a group of extensions together or in sequence. |
| 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. |
| Custom | Routes the call to a custom destination configured by your administrator. |
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](/pharmacy/reports).
## 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:**
While editing an IVR, select the **Audio Announcements** sub-tab.
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.
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.
While editing an IVR, select the **Audio Announcements** sub-tab.
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."
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.