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 or connected to the 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.
Step 3: Test before switching fully
Call the existing clinic number from a mobile phone.
Confirm the call reaches Phone Agent.
Check Phone Agent > Calls to confirm the call appears in the call log.
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.