This page was called PMS Tools until September 22, 2026, and the PMS Config tab holds the refill settings that were previously the agent’s Refill Config sub-tab.
PMS Config
Control how the agent handles prescription refill requests. The available options depend on your connected PMS. Settings are organized into the following areas: Refill loop attempts — The maximum number of times the IVR retries filling a script before exiting the refill flow. Choose a value from 1 to 10. Set it lower to avoid trapping callers in long refill loops. Enable bulk refill — Offers callers a menu option at the start of the refill flow to refill more than one prescription in a single call. Off by default; when it’s off, callers go straight to the single-prescription refill flow. Available on PioneerRx, BestRx, and LibertyRx. Receiving options — By default, the agent assumes patients will pick up prescriptions at the pharmacy. Enable receiving options to offer alternatives like mail or delivery. When enabled, you can choose whether to prompt patients or use their default preference from your PMS. If only one receiving option is configured, the agent applies it to the refill instead of reading the caller a list with one item on it. Promise times — When enabled, you can set minimum and maximum time estimates for each receiving option. A default promise time applies as a fallback when a specific receiving option does not have its own estimate configured. Date of birth verification — Require patients to enter their four-digit birth year before submitting a refill request. Refill conditions — Enable conditional refill tools to apply checks when a patient requests a refill. Available on PioneerRx and LibertyRx. Conditions include:- Prevent early refill requests — uses the prescription’s due date to block requests that are submitted too early.
- Allow partial refill requests — lets a patient request a refill on a prescription with no refills remaining as long as it still has quantity left, instead of blocking the request outright.
- Allow request for discontinued prescriptions — lets a patient submit a refill request for a discontinued prescription so pharmacy staff can decide whether to continue it, instead of blocking the request outright.
- Allow schedule 2 controlled substances — lets a patient submit a refill request for a Schedule II controlled substance instead of blocking it outright. This doesn’t authorize the refill — it only lets the request reach the pharmacy.
- Allow requests for expired with quantity remaining — lets a patient request a refill on an expired prescription that still has quantity remaining, within the Maximum expired days window.
- Allow requests for expired with no quantity remaining — lets a patient request a refill on an expired prescription with no quantity remaining, within the Maximum expired days window.
- Maximum expired days — how many days past its expiration date a prescription can still be requested for refill, from 1 to 365. Applies to the two expired-prescription conditions above.
RX Lookup
The RX Lookup tab lets you retrieve prescription details directly from your PMS. You can look up one or more RX numbers and view patient and prescription details in the VOXO dashboard.Looking up a prescription
1
Open PMS
Navigate to https://pharmacy.voxo.co/in-store-refills or select PMS from the sidebar, then open the RX Lookup tab.
2
Enter an RX number
Type the RX number into the search field. For a single prescription, enter the number and proceed to the next step.
3
Submit the lookup
Click the search or submit button to send the query to your connected PMS. The app retrieves the matching prescription record and displays the results below the search field.
4
Review the results
The results section shows details pulled from your PMS, which may include:
- Patient name and date of birth
- Drug name
- Fill status and fill dates
- Insurance information
- Prescription details
Processing refills from results
After a lookup returns results, the prescriptions table supports row selection. You can use the checkboxes to select one or more prescriptions and then act on your selection using the buttons that appear in the toolbar above the table. Process Selected submits the selected prescriptions for refill. The button is enabled only when at least one selected prescription has a refillable status. This button is not available for BestRx locations — BestRx users can still submit refills per-row using the individual row action. Remove Selected removes the selected prescriptions from the results list. Clicking this button opens a confirmation prompt. Confirm to remove, or cancel to keep the prescriptions in the list. Removing a prescription from the results does not affect its record in your PMS.The Process Selected button only appears for non-BestRx PMS types. If your location uses BestRx, use the per-row refill action to submit individual prescriptions.
Batch lookup
For most connected PMS types, you can look up multiple prescriptions in a single query by entering comma-separated RX numbers in the search field — for example,12345, 67890. The results section will return details for each RX number found.
If your pharmacy uses BestRx, an additional date-of-birth field is required when performing a lookup. Enter the patient’s date of birth in the format shown to filter results correctly. This field is not required for other supported PMS types.
Click to Call
The Click to Call tab shows activity logs for click-to-call events triggered by the pharmacy agent or IVR. Use this tab to monitor whether outbound calls initiated through your PMS are connecting successfully. At the top, two stat cards show the number of Successful and Unsuccessful click-to-call attempts for the selected date range. Below the stats, an events table lists each click-to-call event with the following details:
Use the search field to filter events by keyword, or the date range picker to narrow results to a specific time period.
On Liberty RX, Click to Call requires installing a desktop app on each workstation you want to dial from.
Who is Calling
The Who is Calling tab shows caller identification events — instances where the system looked up an inbound caller’s identity using your PMS. Use this tab to see whether caller lookups are returning matches. The layout mirrors the Click to Call tab: stat cards for Successful and Unsuccessful lookups at the top, and a filterable events table below with the same column structure. On Liberty RX locations, a LibertyRx Who Is Calling plugin card sits above the stat cards. Select Download plugin to get the plugin you install on your Liberty RXQ workstations. To set caller identification up for your pharmacy, see Who Is Calling — it covers the Liberty RX plugin and links to the PioneerRx configuration below.Configuring PioneerRx integrations
If your pharmacy uses PioneerRx, you can connect Click-to-Call and Who’s Calling so that PioneerRx dials and matches callers through VOXO. Both endpoints are configured in the same place in Pioneer.1
Open Pioneer integration settings
In PioneerRx, go to Location → My Locations → Rx Options → Integrations.
2
Set the endpoint URLs
Enter these VOXO webhook URLs, replacing
[NCPDP] with your pharmacy’s NCPDP number. Pioneer fills in [numbertodial] and [extension] automatically.-
Click-to-Call endpoint:
-
Who’s Calling endpoint:
3
Map workstations to extensions
Still under Integrations, click Add for each workstation and enter the 3-digit VOXO extension that should ring when someone clicks the call icon from that workstation. Leave the workstation name as Pioneer assigns it.The extension you enter must exist in your VOXO account. To find an extension, open your VOXO profile (top right) → Settings → My Profile, or see Extensions to add new ones for additional workstations.
4
Reboot Pioneer
Restart PioneerRx so it picks up the new endpoints. The integration won’t be live until Pioneer is rebooted.
Make sure your NPI and NCPDP are filled in correctly in PioneerRx before you save. Click-to-Call and Who’s Calling rely on the NCPDP value to identify your location to VOXO.
Supported systems
VOXO Pharmacy supports the following PMS integrations:
The fields returned in lookup results depend on what your connected PMS exposes. If expected fields are missing or the integration is not working as expected, contact your VOXO administrator to verify your PMS connection settings.
Troubleshooting
The IVR can’t accept RX numbers, or refills aren’t being processed
If patients are told the system can’t receive their request after they enter an RX number, or the IVR stops processing refills altogether, the most common cause is that the Cloudflared tunnel between VOXO and your PMS has gone down. The Cloudflared agent runs on one of two places, depending on how your pharmacy was set up:- A small black Raspberry Pi device shipped by VOXO, or
- A local Windows PC at your pharmacy where the agent was installed during onboarding.
- Locate the Raspberry Pi or the PC running the Cloudflared agent and confirm it’s powered on and connected to the network.
- Restart that device.
- Once it’s back up, have a patient try the IVR refill flow again, or run an RX lookup from PMS to confirm.