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PMS, available at https://pharmacy.voxo.co/in-store-refills, is where you set how the agent handles refills with your connected Pharmacy Management System (PMS), look up prescriptions, and check click-to-call and caller ID activity. It has four tabs: PMS Config, RX Lookup, Click to Call, and Who is Calling.
This page was called PMS Tools until September 22, 2026. The PMS Config tab holds the refill settings that used to be the agent’s Refill Config sub-tab.

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PMS Config

The PMS Config tab holds the agent’s prescription refill settings. The options available depend on your connected PMS. 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. Once enabled, choose whether to ask 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. The default promise time applies to any receiving option without its own estimate. Date of birth verification — Require patients to enter their four-digit birth year before submitting a refill request. Refill conditions — Turn on checks the agent applies 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 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.
Other settings appear depending on your connected system (BestRx, LibertyRx, PioneerRx, or others). If your account can view this tab but not change it, a banner says so and the settings are read-only. Ask an administrator at your pharmacy to grant the virtual receptionist update permission in Store settings. This tab has its own Save Changes button, separate from the agent’s Settings tab. For how the agent behaves during a refill request, see Refill Config on the Agent page.

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RX Lookup

The RX Lookup tab pulls prescription details from your PMS. Look up one or more RX numbers to see patient and prescription details in the VOXO dashboard.

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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.
3

Submit the lookup

Click the search or submit button. The app gets the matching prescription from your PMS and shows it below the search field.
4

Review the results

The results can include:
  • Patient name and date of birth
  • Drug name
  • Fill status and fill dates
  • Insurance information
  • Prescription details
The exact fields depend on which PMS your location is connected to.

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Processing refills from results

After a lookup, use the checkboxes in the prescriptions table to select one or more prescriptions, then use the buttons 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 doesn’t appear for BestRx locations. On BestRx, use the per-row refill action to submit prescriptions one at a time. Remove Selected removes the selected prescriptions from the results list. Confirm the prompt to remove them, or cancel to keep them. Removing a prescription from the results doesn’t affect its record in your PMS.

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Batch lookup

For most PMS types, you can look up several prescriptions at once by entering comma-separated RX numbers in the search field, for example 12345, 67890. The results show each RX number found.
On BestRx, a lookup also requires the patient’s date of birth. Enter it in the format shown. Other PMS types don’t need it.

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Click to Call

The Click to Call tab logs click-to-call events triggered by the pharmacy agent or IVR. Check it to see whether outbound calls started from your PMS are connecting. At the top, two stat cards show the number of Successful and Unsuccessful click-to-call attempts for the selected date range. Below them, a table lists each click-to-call event: Filter events by keyword with the search field, or by time period with the date range picker.
On Liberty RX, Click to Call requires installing a desktop app on each workstation you want to dial from.

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Who is Calling

The Who is Calling tab logs each time VOXO looked up an incoming caller in your PMS. Check it to see whether caller lookups are finding matches. The layout matches 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 up caller identification, see Who Is Calling. It covers the Liberty RX plugin and links to the PioneerRx configuration below.

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Configuring PioneerRx integrations

If your pharmacy uses PioneerRx, connect Click-to-Call and Who’s Calling so PioneerRx dials and matches callers through VOXO. You set both endpoints 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.
After Pioneer restarts, check the Click to Call and Who is Calling tabs above. Successful events appear there as calls come through. When the pharmacy agent or IVR submits a refill request to PioneerRx, the comment on the script in Pioneer includes the source, timestamp, and the caller’s name and phone number. Staff can see who requested the refill without leaving Pioneer.

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Supported systems

VOXO Pharmacy supports the following PMS integrations: Lookup results show only the fields your PMS provides. If fields are missing or the integration isn’t working, contact your VOXO administrator to check your PMS connection settings.

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Troubleshooting

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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 (the connection 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.
PioneerRx pharmacies often have the agent installed on a workstation named Pioneer## (for example, Pioneer02). That’s the machine to restart. The name can vary, so if no PC matches that pattern, contact support and we can look up the workstation name on file for your pharmacy. To get the integration back online:
  1. Locate the Raspberry Pi or the PC running the Cloudflared agent and confirm it’s powered on and connected to the network.
  2. Restart that device.
  3. Once it’s back up, have a patient try the IVR refill flow again, or run an RX lookup from PMS to confirm.
Contact support if the IVR still can’t process refills after restarting the device, or if you can’t tell which workstation the agent is on. VOXO may need to reinstall the Cloudflared agent on one or more additional workstations.