Every lookup, matched or not, appears in the Who is Calling tab of PMS Tools.
Install the Liberty RX plugin
On Liberty RX, Who Is Calling is a plugin that adds a Who Is Calling button to the Liberty RXQ ribbon. Staff click the button while on a call, and Liberty opens the matching patient.Before you start
- A Windows workstation running Liberty RXQ.
- Your pharmacy’s NCPDP identifier.
- The VOXO extension of the phone at each workstation where you install the plugin. To find an extension, open your VOXO profile (top right) → Settings → My Profile, or see Extensions to add new ones for additional workstations.
Installing
1
Download the plugin
In the VOXO pharmacy dashboard, open your pharmacy agent’s Tools settings and select Download under Who Is Calling. You’ll get a zip file named
VoxoWhoIsCalling-<version>.zip. Copy it to the Liberty RXQ workstation if you downloaded it elsewhere.2
Open Plugin Manager
In Liberty RXQ, open the built-in Plugin Manager. Liberty support can install the plugin for you if you’d rather not do it yourself.
3
Install the package
Select the zip file and install it. Install the zip as-is — don’t unzip it first.
4
Restart Liberty RXQ
Close and reopen Liberty RXQ. The Who Is Calling button won’t appear until the application restarts.
Configure the workstation
The first time anyone clicks Who Is Calling on a workstation, a settings dialog opens instead of running a lookup.1
Enter the extension
Enter the VOXO extension of the phone at that workstation.
2
Enter the NCPDP identifier
Enter your pharmacy’s NCPDP identifier.
3
Save
Click Save. The next click runs a lookup.
Both values are saved for that workstation only. Every workstation where you install the plugin needs its own extension and the NCPDP identifier entered — the NCPDP identifier is the same on each one.
Look up a caller
While a call is live on that workstation’s extension, click Who Is Calling. What happens next depends on how many patients match the caller’s number:
The button is available on the prescription, workflow, patient, patient profile, prescriber, drug, queue, and accounting ribbons, and works whether or not a patient is already loaded.
Update the plugin
The Download button always serves the current version. Download it again, install it through Plugin Manager the same way, and restart Liberty RXQ. Your saved extension and NCPDP identifier carry over.Troubleshooting
The Who Is Calling button doesn’t appear
Liberty RXQ has to restart before the button appears. If it’s still missing after a restart, confirm with Liberty that the plugin installed successfully in Plugin Manager.”No active call on extension NNNN”
The plugin found no call in progress on the extension saved for that workstation. Either the call is on a different extension, or the extension in settings is wrong. Ctrl+click the button to check the saved extension and confirm it matches the phone at that workstation.”Call from NNNNNNNNNN — no matching patient found”
VOXO identified the caller, but Liberty found no patient with that phone number. This is the expected result when the caller isn’t a patient, or calls from a number that isn’t on their patient record. Adding the number to the patient’s record makes future calls match.”Who Is Calling could not look up the caller”
The lookup was rejected before it reached Liberty. The message names the reason, and it’s almost always one of these:- The NCPDP identifier in settings doesn’t match your pharmacy’s Liberty integration in VOXO.
- The extension in settings doesn’t exist in your VOXO account.
- Your pharmacy’s Liberty integration isn’t reachable — see Troubleshooting PMS Tools for the on-site agent that connects VOXO to your PMS.
Sending diagnostics to support
The plugin writes every click to alog.txt file in the folder where Liberty installed the plugin, including the extension and NCPDP it used, the number VOXO returned, and how many patients matched. If support asks for it, send that file.