Emergency handling
Phone Agent can be configured for how it responds when it detects potential emergency indicators. You should review this before going live.
Depending on your setup, emergency handling can either advise the caller to contact emergency services or transfer the call to a configured clinician or staff target.
Transfer target requirements
To transfer emergency or non-emergency calls, transfer must be enabled and at least one valid transfer target must exist. A transfer target should include:
A clear target name, such as Reception, Duty Clinician, New Patient Team, or Billing.
A phone number.
A description of when that target should be used.
Call transfer setup
Open Phone Agent > Agents.
Open the agent.
Edit the agent configuration.
Enable Allow agent to transfer calls.
Add transfer targets.
Optionally enable dialtone while the transfer connects.
Save changes.
Call screening before transfer
If transfer screening is enabled, the agent asks what the call is about before transferring. This helps prevent unnecessary interruption for marketing, sales, recruitment, or survey calls.
Blocked callers can optionally be asked to leave a message instead of being transferred.
Always test transfer behaviour
Before going live, test at least:
A normal call that should not transfer.
A call that should transfer to reception or a department.
A call that should be screened and blocked.
An urgent scenario, using safe test wording, to confirm emergency handling.
If transfers are not working
Check transfer is enabled for the agent.
Check each transfer target has a valid phone number.
Check the target phone can receive external calls.
Check whether the model selected for the agent supports the tools needed for call control.
Check the call details in Phone Agent > Calls for tool usage or errors.
Escalate urgent safety issues
If the agent mishandles an urgent or emergency call in testing or production, contact Motics support immediately with the call time, caller number, agent name, and what should have happened.