Quick answer
Phone Agent can answer calls that arrive at the Phone Agent number assigned in Motics. If you want your existing clinic number to ring the agent, set up call forwarding or diversion with your current phone provider, PBX, VoIP system, or reception phone system.
What Motics can and cannot change
Motics can provide and manage the Phone Agent number inside Phone Agent > Phone Numbers. Motics cannot automatically change call forwarding rules inside your external phone provider unless that provider is integrated or configured separately.
Step 1: Get the Phone Agent number
Open Phone Agent > Phone Numbers.
Find the number connected to the correct agent.
Confirm the number status is Deployed and that it is connected to the intended agent.
Copy the full phone number, including country code.
Step 2: Set forwarding with your current phone provider
In your current phone system, forward your clinic number to the Phone Agent number. The exact steps depend on your provider.
Common places to look:
Your VoIP admin portal.
Your phone system or PBX settings.
Your telecom provider's call forwarding settings.
Your desk phone's call divert setting.
Your hunt group or call queue configuration.
Schedule in-hours and out-of-hours forwarding
If you want your reception team to answer during opening hours and Phone Agent to answer outside those hours, configure that schedule in your external phone provider, PBX, or VoIP system. The Work Hours saved in Phone Agent tell the agent how to handle availability; they do not switch your external clinic number between destinations.
Keep the Motics Phone Agent number as the forwarding destination for the hours you want the agent to answer. Ask your phone provider for time-based routing if you cannot find this setting.
Avoid forwarding and transfer loops
Do not use a transfer target that routes back to the same clinic number if that clinic number forwards to Phone Agent. This can create a loop. Use a direct reception, clinician, or department number as the transfer target, then test inbound forwarding and transfers separately.
Check whether the original caller ID is preserved
Some phone providers and answering services pass a clinic or shared forwarding number to Phone Agent instead of the original caller's number. When Motics knows the detected caller ID is not reliable, Call Logs shows Forwarded call instead of presenting the forwarding line as the caller's number.
Call the existing clinic number from a mobile phone.
Open Phone Agent > Call Logs.
Confirm that either the original mobile number appears, or Forwarded call appears when the provider has not supplied reliable caller ID.
If the agent captured a number to call back, check that it appears separately as Callback number. A callback number is a destination the caller provided and may belong to someone else, so do not treat it as verified caller identity.
If the original number is not preserved, ask the phone provider whether its forwarding configuration can preserve the original CLI, ANI, or caller ID. Configure the agent to ask for the caller's callback number and read it back for confirmation.
Caller-ID preservation is controlled by the external phone provider or PBX. Motics cannot force an external provider to pass the original number. Call Log search uses a displayable caller number or a captured callback number; it deliberately does not match a withheld forwarding line.
Step 3: Test before switching fully
Call the existing clinic number from a mobile phone.
Confirm the call reaches Phone Agent.
Check Phone Agent > Call Logs to confirm the call appears in the call log.
Confirm Call Logs either shows the original mobile number or Forwarded call. If a callback number was captured, verify that it is correct and labelled separately.
Check the transcript, summary, action required, and any follow-up status.
Test during open hours and outside open hours if your configuration differs by time.
Temporary diversion vs permanent change
For early rollout, use temporary call forwarding first. This lets you test the agent without permanently changing your phone setup.
Only make the diversion permanent once your team is happy with the agent's behaviour, transfer targets, emergency handling, availability, and follow-up workflow.
If forwarding does not work
Check that the Phone Agent number is connected to the right agent.
Check that the number is active and not released or disconnected.
Check whether your phone provider blocks forwarding to external numbers.
Check whether a hunt group, IVR, or voicemail is intercepting calls first.
Try forwarding a single test line before changing the main clinic number.
What to send support
If calls are not reaching Phone Agent, send Motics support the existing clinic number, the Phone Agent number, the agent name, the time of a failed test call, and the caller number used for testing.