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3. Configuration

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Mark Wiley edited this page Jan 10, 2023 · 4 revisions

Before you can start using the PowerApp to manage auto attendants, call queues and holidays some configuration is required. It is recommended to perform the configuration in the following order:

  1. Add Auto Attendants
  2. Add Call Queues
  3. Add holidays
  4. Add holidays to Auto Attendants
  5. Add users (owners/delegates)

In the following chapters you will find the instructions how to configure the different type of objects.

Adding Auto Attendants

Auto attendants can be added both automatically or manually. Using the automatic option will import all auto attendants configured in the environment including the holidays. Using the manual method specific call queues can be added.

Automatically adding Auto Attendants

Perform the following steps to import the configuration of the call queues into the SharePoint Lists:

  1. Browse to https://make.powerapps.com
  2. From the left menu select solutions
  3. In the solutions overview click on the ... next to Auto Attendant and Call Queue Management and select the option Edit
  4. Search for the item Import-CallQueue click on the ... and select Details followed by Details in a new tab
  5. From the top menu bar select the option run
  6. Wait until the flow has completed

Manually adding Auto Attendants

Each Auto Attendant should be added on a separate line. It is strongly recommended that these entries do match the running configuration of the Auto Attendant.

  1. Browse to the SharePoint site created in the deployment section
  2. Select the Auto Attendant management list from the left menu
  3. Either click the New or Edit in grid view buttons on top of the list
  4. In the Identity column specify the name of the auto attendant: this needs to match the name in the Teams Admin Center
  5. Continue populating the other columns
  6. If you want to prevent the flow to directly start updating the call queue set the Provisioning status to provisioned

Auto Attendant management SPO list

Remark: values specified in the columns should match the current configured values of the auto attendant, changing this to other values will result in the configuration being updated in Teams as well.

Adding Call Queues

Call Queues can be added both automatically or manually. Using the automatic option will import all call queues configured in the environment. Using the manual method specific call queues can be added.

Automatically adding Call Queues

Perform the following steps to import the configuration of the call queues into the SharePoint Lists:

  1. Browse to https://make.powerapps.com
  2. From the left menu select solutions
  3. In the solutions overview click on the ... next to Auto Attendant and Call Queue Management and select the option Edit
  4. Search for the item Import-CallQueue click on the ... and select Details followed by Details in a new tab
  5. From the top menu bar select the option run
  6. Wait until the flow has completed

Manually adding Call Queues

Each Call Queue should be added on a separate line. It is strongly recommended that these entries do match the running configuration of the Call Queue.

  1. Browse to the SharePoint site created in the deployment section
  2. Select the Call Queue management list from the left menu
  3. Either click the New or Edit in grid view buttons on top of the list
  4. In the Identity column specify the name of the call queue: this needs to match the name in the Teams Admin Center
  5. Continue populating the other columns
  6. If you want to prevent the flow to directly start updating the call queue set the Provisioning status to provisioned

Call Queue management SPO list

Remark: values specified in the columns should match the current configured values of the auto attendant, changing this to other values will result in the configuration being updated in Teams as well.

Adding Holidays

Each holiday should be added on a separate line. It is strongly recommended that these entries do match the running configuration of the holiday. Adding a holiday to this list will not connect the holiday to an auto attendant. If this is required please perform the steps in the Adding Holidays to Auto Attendants section.

Remark: if you using the method to automatically import the auto attendants in earlier on this page these steps don't have to be performed as the holidays are already imported.

  1. Browse to the SharePoint site created in the deployment section
  2. Select the Holidays list from the left menu
  3. Either click the New or Edit in grid view buttons on top of the list
  4. Populate the columns
  5. If you want to prevent the flow to directly start adding/updating the holidays set the Provisioning status to provisioned.

Call Queue management SPO list

Remark: values specified in the columns should match the current configured values of the auto attendant, changing this to other values will result in the configuration being updated in Teams as well.

Adding Holidays to auto attendants

Once the holiday(s) are created they can be assigned Each holiday should be added on a separate line. It is strongly recommended that these entries do match the running configuration of the holiday. Adding a holiday to this list will not connect the holiday to an auto attendant. If this is required please perform the steps in the Adding Holidays to Auto Attendants section.

Remark: if you using the method to automatically import the auto attendants in earlier on this page these steps don't have to be performed as the holidays are already imported.

  1. Browse to the SharePoint site created in the deployment section
  2. Select the Holidays list from the left menu
  3. Either click the New or Edit in grid view buttons on top of the list
  4. Populate the columns
  5. If you want to prevent the flow to directly start adding/updating the holidays set the Provisioning status to provisioned.

Call Queue management SPO list

Remark: values specified in the columns should match the current configured values of the auto attendant, changing this to other values will result in the configuration being updated in Teams as well.

Adding owners and delegates

Each owner and/or delegate needs to be configure per auto attendant and call queue. Owners do have the permission to add additional delegates. Permissions which can be assigned are divided in multiple sections to make it possible to assign the minimum permissions required to a user.

  1. Browse to the SharePoint site created in the deployment section
  2. Select the Holidays list from the left menu
  3. Either click the New or Edit in grid view buttons on top of the list
  4. Populate the columns
  5. If you want to prevent the flow to directly start adding/updating the holidays set the Provisioning status to provisioned.

Call Queue management SPO list

Remark: values specified in the columns should match the current configured values of the auto attendant, changing this to other values will result in the configuration being updated in Teams as well.

Configuration examples: user management

Scenario adding owner

Description

User Adele Vance is the owner of the HR auto attendant and Call Queue. You need to ensure that she is able to configure both the auto attendant and call queue and allow her to add additional delegates if necessary.

Configuration

Create 2 entries in the SPO list:

  • one for the auto attendant
  • one for the call queue

Make sure you assign the Owner value in the Role column. Add any additional permissions required for Adele.

Scenario adding delegate

Description

User Alex Wilber is working for the HR department. You need to ensure that Alex can only change the call routing options for the auto attendant after office hours.

Configuration

Create 1 entry in the SPO list for the auto attendant

Make sure you assign the Delegate value in the Role column. Place a checkmark in the column AA_AllowCallRouting_AH.

Power App Configuration

Power App Colors

The Power App is designed to allow flexibility to update colors to fit your preference or brand.

Colors can be updated in the Home Screen OnVisible section

Global Colors

Variable Description Default Color
AAColor used on Home Screen and Auto Attendant Edit Screen #327BB3
CQColor used on Home Screen and Call Queue Edit Screen #FF6F1B
UAColor used on User Admin Screen #747474

Button Colors

Variable Description Default Color
inactiveColor Inactive Button #757474
BackColor Back Button #005E92
NextColor NextButton #638B2C
UpdateColor UpdateButton #002240
CancelColor Cancel Button #690000
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