Microsoft Power Automate to schedule updates to the Welcome Message

Navigate to: https://make.powerautomate.com/

Click “Create”

Below “Start from blank” select “Scheduled cloud flow”

Fill in a descriptive name for the flow, along with the date, time and recurrence. For example:

• Flow name:

  Change Welcome Message of UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. daily at 08:00 AM

• Starting:

  1/1/2023 at 08:00 AM

• Repeat every:

  1 day

 Tip: If you select Repeat every x "Week" the GUI allows you to select which day(s) of the week you want this flow to run (to exclude weekends for example)

Click “Create”

• The following window shows-up

  

If you open the “Recurrence” action by clicking on it, you can edit the recurrence.

• If you click “edit”, you will see that the current recurrence is set to 1 day (as set during the creation of the flow).

• When clicking “advanced”, you will see the start time of the flow. Please note this time is in UTC.

• If your UCC runs in a different time zone, compared to the time zone that you are in, please update the start time accordingly (optionally you can set the time zone of the UCC accordingly).

Next, add a new step to the flow by clicking “New Step”

• In this step, the Welcome Message will be retrieved from SharePoint.

In the search box, search for the SharePoint connecter by typing-in “SharePoint”, and under “All” click the “SharePoint” icon.

Next, search for the term “Get items” and select it.

Note: Please beware there are two similar action names:
Get item: This action can be used to retrieve a SharePoint item based on its unique identifier. This identifier will change if the Welcome Message is deleted and re-created afterwards.

Get items (note the trailing letter s): This action can be used to retrieve one or more SharePoint items based on various criteria. For example, the title of the item should be Welcome Message. This results in a less error-prone flow, as such this action is used in this example.

After selecting this action, the connection towards SharePoint is tested. Once the connection is established successfully, the following form shows-up:

Fill in the Site Address of your UCC

• If the Site Address does not show-up in the suggestions, scroll to the bottom and select “Enter custom value” and type in the Site Address manually.

Next, select the List Name “IVRQuestions” from the dropdown

• Finally, click “Show advanced options”, and fill in the Filter Query.

  • To filter out the Welcome Message, the query should be:

    Title eq 'Welcome Message'

  • Other options can be ignored for now.

Again click “New Step” to add a subsequent action

• In this step, the Welcome Message will be updated.

In the search box, search for the SharePoint connecter by typing-in “SharePoint”, and under “All” click the “SharePoint” icon.

Next, search for the term “Update item” and select it.

Again fill in the Site Address and the List Name “IVRQuestions”

In the Id field select the Dynamic Content “ID” that is retrieved by the previous step “Get items”

As soon as you do this, Power Automate will automatically add a “Apply to each” block around the action “Update item”.

• This is because the “Get items” action could result in multiple items being retrieved from SharePoint. As such it will update each of the items accordingly.

  

• Click on “Update item” to expand the action, and continue with the final configuration.

In the Title field select the Dynamic Content “Title” that is retrieved by the previous step “Get items”

If you use Text-to-Speech supply the text, for the Good Morning message, in the field “Question”. However, if you are using Audio files, select the correct Good Morning audio file, from the dropdown of the field “AudioQuestion Id” (or supply both).

Finally click “Save”

• In the top

  

• Or the bottom

  

Navigate to: https://make.powerautomate.com/

Click “My flows”

Click “Cloud flows” (or “Desktop flows”)

Click the Edit-icon of the flow you would like to edit.

• For example “Change Welcome Message of UCC daily at 08:00 AM”

You are back in the flow editor in which you can modify the flow by adding new actions and updating or removing existing actions.

Navigate to: https://make.powerautomate.com/

Click “My flows”

Click “Cloud flows” (or “Desktop flows”)

Click the Run-icon of the flow you would like to test

• For example: “Change Welcome Message of UCC daily at 08:00 AM”

Finally, click “Run flow”

A confirmation message will be displayed.

When you navigate to your UCC Site, the Welcome Message should be updated accordingly.

Navigate to: https://make.powerautomate.com/

Click “My flows”

Click “Cloud flows” (or “Desktop flows”)

Open the flow you would like to test by clicking the Name.

• For example “Change Welcome Message of UCC daily at 08:00 AM”

Next click “Run” from the top menu

Finally, click “Run flow”

A confirmation message will be displayed.

When you navigate to your UCC Site, the Welcome Message should be updated accordingly.

Navigate to: https://make.powerautomate.com/

Click “My flows”

Click “Cloud flows” (or “Desktop flows”)

Click the Edit-icon of the flow you would like to test

• For example “Change Welcome Message of UCC daily at 08:00 AM”

Click “Test”

Select “Manually” and click “Test”

Finally, click “Run flow”

A confirmation message will be displayed.

When you navigate to your UCC Site, the Welcome Message should be updated accordingly.