Using Microsoft Power Automate with AnywhereNow

Microsoft Power Automate is a powerful tool that allows you to create automated workflows between your favorite apps, services and AnywhereNow to receive notifications, synchronize files, collect data, and more.

The following examples will help you better understand the different possibilities as well as provide a starting point to help you create your own automations.

Examples of alerts and notifications

• Triggering quality monitoring score alert using Microsoft Power Automate

• Example configuration Microsoft Power Automate to send a notification whenever a customer is in queue for longer than x amount of seconds

• Example configuration Microsoft Power Automate to send a notification whenever an agent is in a reasoncode state for longer than x seconds

Examples of automated actions:

• Automate SharePoint (Timerjob replacements):

  • Microsoft Power Automate to schedule updates to the Welcome Message

  • Microsoft Power Automate to replace a field with "Empty" value

  • Microsoft Power Automate to "Empty" an AudioFile field

  • Example configuration Microsoft Power Automate to set a voicemail as Welcome Message

  • Example configuration Microsoft Power Automate to send a voicemail to an emailbox

• Library File Management (Retention Policy replacement):

  • Microsoft Power Automate as alternative for AnywhereNow Library Retention Policy

• Automate 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. Routing:

  • Example configuration Microsoft Power Automate to automate routing based on Microsoft Entra ID Groups

• Automate Campaign Dialer:

  • Example configuration Microsoft Power Automate to schedule callback when a dialogue is missed

  • Example configuration Microsoft Power Automate to schedule callback when new lead is created

• Categorize emails:

  • Example configuration Microsoft Power Automate to categorize email subject based on Microsoft Dynamics 365

• Manual Triggers:

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