Prepare a fallback before go-live
Do not assume that call forwarding will change automatically if Phone Agent, your telecom provider, or an integration is unavailable. Keep a clinic-owned fallback that staff can operate without Motics.
Before going live, record:
The person authorised to change call routing.
How to sign in to the clinic's phone provider, PBX, VoIP, or reception system.
A direct staffed number or approved voicemail destination.
The steps to remove or change forwarding to the Phone Agent number.
The clinic's urgent and emergency route, human escalation contacts, and manual follow-up process.
The Motics agent name and Phone Agent number.
Start with temporary diversion where possible. Test direct calls, forwarded calls, transfers, booking workflows, and out-of-hours behaviour before making Phone Agent the main route.
Identify where the problem is
Call the Phone Agent number directly from an external phone.
Call the clinic's public number if it forwards to Phone Agent.
Open Phone Agent > Phone Numbers and confirm that the number is connected to the intended agent and shows as deployed.
Confirm that the agent is active and its latest configuration is saved.
Open Phone Agent > Call Logs and check whether the test call appears and whether it failed, was abandoned, or completed.
If direct calls work but the clinic number does not, check the clinic's external forwarding, hunt group, IVR, or voicemail. If direct calls also fail, use the clinic fallback and send the test details to Motics support.
Switch calls back safely
In the clinic's external phone system, remove the diversion to Phone Agent or route calls to the approved staff or voicemail destination.
Make an external test call to the public clinic number.
Tell the relevant staff that manual call handling and follow-up are active.
Track urgent calls, callbacks, booking requests, and messages until normal service is confirmed.
Do not release the Phone Agent number as an incident-response step. Releasing is irreversible and may make the number impossible to recover. Changing the clinic's external forwarding is usually the safer rollback when the public number is diverted to Phone Agent.
Protect patient safety during an interruption
Keep emergency wording and routes available to staff and in any approved fallback message.
Do not leave urgent callbacks only in an unavailable digital queue.
Use the clinic's normal clinical escalation and incident process.
Do not ask staff to improvise clinical advice outside their role.
Record the start time, affected numbers, known patient impact, actions taken, and recovery time.
Restore Phone Agent
When the issue appears resolved:
Test the Phone Agent number directly.
Check greeting, location, availability, transfer, emergency, and booking behaviour.
Confirm that the call appears correctly in Call Logs.
Restore external forwarding for one test route or quiet period.
Test the public clinic number and any transfers.
Monitor calls and follow-ups before returning fully to normal routing.
What to send Motics support
Include the agent name, Phone Agent number, caller number, date and time with timezone, whether the call was direct or forwarded, what the caller heard, what appeared in Call Logs, and any visible error. Do not send unnecessary patient information.