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Example configuration Microsoft Power Automate to automate routing based on Azure AD

This example shows you how you can use Microsoft Power Automate to automate your 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). An 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. routing.

Prerequisites

For this scenario we will be using:

  • Power Automate

  • SharePoint Online

  • Azure AD

Configuration

  1. From your Office Portal, go to your Power Automate App:

  2. Click "My Flows":

  3. Click "New" and "Scheduled- from Blank":

  4. Set schedule, for example every day:

  5. Add action "Get group members", from Azure AD.

    1. Fill in the Group ID.

      Note: Group ID can be found on Azure AD portal, https://aad.portal.azure.com

  6. Add action "Initialize variable".

    1. Name = UCC Routing ID

    2. Type = String

  7. Add action "Apply to each"

    1. Output = Group Members

  8. Add action "Get Items", from SharePoint

    1. Site Address = Your UCC's SharePoint Site

    2. List = Routing

    3. Filter Query:

      Copy
      Expression
      wsp_ucc_routing_match_from eq '@{items('Apply_to_each')?['mail']}'

  9. Add action "Set Variable"

    1. Name = UCC Routing ID

    2. Value:

      Copy
      Expression
      first(body('Get_items')?['value'])?['id']

  10. Add action "Condition"

    1. Value 1:

      Copy
      Expression
      @variables('UCC Routing ID')
    2. Match = is equal to

    3. Value 2 =

  11. Add action "Create Item" of SharePoint, in if Yes.

    1. Site Address = Your UCC's SharePoint Site

    2. List = Routing

    3. Title:

      Copy
      Expression
      AD Routing - @{items('Apply_to_each')?['userPrincipalName']}
    4. Match From: (can be any field in this example we use mail, to route on Microsoft Teams)

      Copy
      Expression
      @{items('Apply_to_each')?['mail']}
    5. Action Value = Skill (can be replaced with any other action)

    6. Skill id = Name of the Skill you want to route to.

    7. Action Value = Skill (can be replaced with any other action)

    8. MatchEndpoint = All