Example configuration Microsoft Power Automate to close a UCC in Emergency from Smartphone

Introduction

This example shows you how you can use Microsoft Power AutomatePreviously named Microsoft Flow. to close the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. from your smartphone.

 

Configuration

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

  2. Click "My Flows":

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

  4. Press Skip

  5. Click "Flow button for mobile":

  6. Select "Manually Trigger a Flow":

  7. Manually change the Title to "UCC Close"

  8. (Optionally) add an input to program a confirmation

  9. (Optionally) program the Confirmation question like "Are you sure you want to close the UCC?"

  10. Next create a "+ New step";

  11. From the Actions choose "SharePoint":

  12. And select "Update item SharePoint"

  13. Enter the values of the item you want to update "See example below"

    Note The item "ForceClosed" needs to exist in your UCC settings list.

    You can get your ID, by editing the item.

    Example: https://contoso.sharepoint.com/sites/ucc/ucc_support/Lists/Settings/EditForm.aspx?ID=76

  14. If you return to "My flows" the new button should be visible in your flows overview:

  15. If the Power Automate App is configured on the phone:

  16. The "Buttons" Menu will show the Flow buttons configured:

  17. Tapping the "UCC Close" button will show the optional confirmation question:

  18. And tap "Done" to initiate the Flow:

  19. A brief check-mark will be shown.

  20. After a couple of seconds the SharePoint List item should be changed to the desired value.