> ## 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.

# Who Is Calling

> Open the patient profile of whoever is on the phone with you, without typing their number into patient search.

Who Is Calling matches the caller on your line to a patient record in your pharmacy management system (PMS) and opens that patient's profile. VOXO identifies the call on your workstation's extension, then your PMS searches for the caller's phone number.

How you set it up depends on which PMS your pharmacy uses:

| PMS        | How it's set up                                                                                                                                              |
| ---------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| Liberty RX | A plugin you install in Liberty RXQ, described on this page                                                                                                  |
| PioneerRx  | A webhook URL you enter in Pioneer's integration settings — see [Configuring PioneerRx integrations](/pharmacy/pms-tools#configuring-pioneerrx-integrations) |

Every lookup, matched or not, appears in the [Who is Calling](/pharmacy/pms-tools#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](/omnia/admin/extensions) to add new ones for additional workstations.

### Installing

<Steps>
  <Step title="Download the plugin">
    In the VOXO pharmacy dashboard, open your pharmacy agent's [Tools](/pharmacy/agent#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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Install the package">
    Select the zip file and install it. Install the zip as-is — don't unzip it first.
  </Step>

  <Step title="Restart Liberty RXQ">
    Close and reopen Liberty RXQ. The **Who Is Calling** button won't appear until the application restarts.
  </Step>
</Steps>

Repeat the install on every workstation that should be able to look up callers.

## Configure the workstation

The first time anyone clicks **Who Is Calling** on a workstation, a settings dialog opens instead of running a lookup.

<Steps>
  <Step title="Enter the extension">
    Enter the VOXO extension of the phone at that workstation.
  </Step>

  <Step title="Enter the NCPDP identifier">
    Enter your pharmacy's NCPDP identifier.
  </Step>

  <Step title="Save">
    Click **Save**. The next click runs a lookup.
  </Step>
</Steps>

<Note>
  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.
</Note>

To change either value later, hold **Ctrl** and click the **Who Is Calling** button. The settings dialog also opens from the **Open Settings…** button on any notice the plugin shows.

## 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:

| Result              | What you see                                                                                                                                                  |
| ------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| One match           | The patient's profile opens.                                                                                                                                  |
| More than one match | A **Select Patient** window lists the matches with name, address, date of birth, and phone. Select a row and click **Open Patient**, or double-click the row. |
| No match            | A notice reports the caller's number and that no matching patient was found.                                                                                  |

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](/pharmacy/pms-tools#troubleshooting) for the on-site agent that connects VOXO to your PMS.

Ctrl+click the button to review both values, then try again.

### Sending diagnostics to support

The plugin writes every click to a `log.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.