Number purchase fails
If a phone number cannot be purchased, first check your business profile in Phone Agent > Settings > Business. Phone number providers may require valid business and address details before a number can be issued.
Also check whether your organisation has reached its active phone number limit.
Number status meanings
Provisioned: the number exists but may not yet be connected to an agent.
Deployed: the number is connected for live agent use.
Disconnected: the number is not currently connected to an agent.
Released: the number has been released and should not be used for new calls.
Calls do not reach the agent
Confirm the caller is dialling the Phone Agent number, not an old test number.
Check the number is deployed or connected to the intended agent.
Check the agent is active and saved.
If forwarding from another phone provider, check the external forwarding rule.
Try a direct call to the Phone Agent number.
The wrong agent answers
Open Phone Agent > Phone Numbers and check which agent the number is connected to. If needed, disconnect and reconnect the number to the correct agent.
Call appears active or analysis is pending
Some calls may show active or pending analysis immediately after the call ends. Wait a short period and refresh Phone Agent > Call Logs. The app polls for pending analysis.
No audio recording appears
Check whether the call completed, whether Phone Agent > Agents > the agent > Recording > Store Call Recordings was enabled when the call took place, and whether processing is still pending. Turning audio storage on later does not create a recording for an earlier call.
No transcript or analysis appears
Transcripts are stored separately from audio recordings. Turning off Store Call Recordings does not turn off transcript storage. Check that the call completed and wait a short period for transcript and analysis processing. If the transcript remains missing, contact support with the call time and caller number.
A forwarded call shows the clinic number instead of the caller
Caller ID on forwarded calls depends on the clinic's phone provider, PBX, or VoIP configuration. Make a forwarded test call and check which number appears in Phone Agent > Call Logs.
If the clinic number appears instead of the original caller, ask the phone provider whether it can preserve the original CLI, ANI, or caller ID when forwarding. Motics cannot change that external forwarding behaviour. Until it is resolved, configure the agent to ask for the caller's callback number and read it back for confirmation.
Escalate with these details
Agent name.
Phone Agent number.
Caller number.
Approximate date and time.
Whether the call was direct or forwarded from another number.
What appeared in Phone Agent > Call Logs.
Any visible error message.