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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 close the 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. 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.