Example configuration Microsoft Power Automate to schedule callback when a dialogue is missed
Introduction
This example shows on how to automatically create a callbackThe CallBack feature enables the customer to leave his / her number to be called back by an available agent during business hours. when a dialogue has been missed.
In addition it will also remove pending callback when the customer successfully
Configuration
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From your Office Portal, go to your Power Automate app
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Click "My Flows"
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Click "New" and "Create from Blank"
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Use "When an item is created" (SharePoint) as Trigger:
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Site = SharePoint UCC url where the dialogues are handled
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List Name = CallSummary
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Add action "Get Items" (SharePoint) and rename to "Get Skill id":
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Site = SharePoint UCC url where the dialogues are handled
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List = Skills
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Filter Query =
Title eq '@{triggerBody()?['wsp_ucc_SkillChosen']}'
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Add action "Initialize variable" and rename to "Get Skill id":
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Name = SkillId
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Type = String
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Value =
first(body('Get_Skill_Id')?['value'])?['id']
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Add action "Get Items" (SharePoint) and rename to "Get active Outbound Dialers":
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Site = SharePoint UCC url where the callbacks are handled
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List = OutboundDialerCalls
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Filter Query =
Title eq '@{triggerBody()?['wsp_ucc_Customer']}' and wsp_ucc_odc_processed eq 'No'
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Add action "Initialize variable" and rename to "Active Outbound Dialer Id":
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Name = Dialer
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Type = String
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Value =
@{first(body('Get_active_Outbound_Dialers')?['value'])?['id']}
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Add action "Condition", with the following checks:
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Value 1 =
@triggerBody()?['wsp_ucc_Accepted']
Check = Is equal to
Value 2 =
@false
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Value 1 =
@triggerBody()?['wsp_ucc_SkillChosen']
Check = Is not equal to
Value 2 =
@null
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If Yes:
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Add action "Condition", with the following check:
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Value 1 =
@variables('Dialer')
Check = Is equal to
Value 2 =
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If Yes:
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Add "Create Item" (SharePoint):
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Site = SharePoint URL where the callback should be created on
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List = OutboundDialerCalls
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Processed = No
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Skill Id =
@variables('SkillId')
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If No, do nothing
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If No:
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Add action "Condition", with the following checks:
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Value 1 =
@variables('Dialer')
Check = Is equal to
Value 2 =
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Value 1 =
@triggerBody()?['wsp_ucc_Accepted']
Check = is equal to
Value 2 =
@true
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If Yes:
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Add action "Update Item" (SharePoint):
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Site = SharePoint UCC Site, where callbacks are handled
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List = OutboundDialerCalls
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Id =
@{variables('Dialer')}
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Invite =
@{triggerBody()?['wsp_ucc_Customer']}
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Processed = Yes
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If No, no nothing.
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Example:
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