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Configuring Microsoft Power Automate to close a UCC in Emergency from Smartphone

This example shows you how you can use Microsoft Power Automate to make a "Close 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." button for your smartphone.


  1. From your Microsoft 365 Portal, go to your Power Automate App:

  2. Click "My Flows":

  3. Click "New flow" and "Instant cloud flow":

  4. Give the flow a "Flow name", Select "Manually Trigger a Flow" and click "Create":

  5. (Optionally) add an input to program a confirmation message (or additionally choose email to have a standard email sent when you activate this flow, alerting all recipient you are closing this flow immediately)

  6. Next create a "+ New step";

  7. Search for and select the "Update item, SharePoint" action

  8. Enter the values (numbered 1 to 7) of the item you want to update "See example below"

    Note: The item "ForceClosed" settings needs to pre-exist in your UCC settings list. You can get your ID:
    - by viewing or editing the item and find the ID value in the URL. Example: https://contoso.sharepoint.com/sites/ucc/ucc_support/Lists/Settings/EditForm.aspx?ID=83
    - or hovering over the item and find the ID in the bottom of the browser window

    - Another alternative would be, precede this step with a "Get item" action to retrieve the ID for the Key ForceClosed and use the "Output" as a next step. Many widely documented Power Automate variations are possible

  9. If you return to "My flows" the new flow item should be visible in your flows overview:

  10. (Optional) You can Share this flow with other People or Groups in your domain for them to find and use this flow. The flow will then move to the "Shared with me" tab for all.

  11. (Optionally) Repeat all steps above to create a similar flow to "Open UCC Now". Make sure the ForceClosed value gets set to "False"

  12. If the Power Automate App is configured on the phone, the Shared Flows should be visible for the Shared User:

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