Overview
Phone Agent voice and audio settings control how the agent speaks and understands callers. These settings should be reviewed before live calls are diverted.
Voice settings
When creating or editing an agent, review the voice selection and speech settings. The current setup supports text-to-speech and speech-to-text configuration, including voice, model, language, speed, and related settings where available.
Pronunciation rules
If the agent mispronounces a clinic name, clinician name, treatment name, or local place name, add a pronunciation rule.
A pronunciation rule replaces one written phrase with an alias that tells the voice how to say it.
Examples:
Replace
Moticswith a phonetic spelling if needed.Replace a clinician surname with the way it should be pronounced.
Replace an abbreviation with the spoken version callers expect.
When to change language settings
Change language or locale settings if callers use a different accent, language, phone-number format, or emergency-services convention than the current configuration expects.
Test after each change
After changing voice or pronunciation settings, place a test call. Listen for:
Clinic name pronunciation.
Clinician names.
Service and treatment names.
Address and location names.
Emergency guidance wording.
When to contact support
If the agent repeatedly mishears callers or mispronounces important words after you have adjusted the configuration, contact Motics support with the agent name, example phrase, expected pronunciation, and a test call time.