What Is an Automation?

Example: You want your business calls to route to a different call center every weekend. Rather than manually changing call settings every Friday, you can create a recurring automation to automatically update call flow settings every Friday at 5 PM and revert them on Monday at 8 AM.

Note: This section is designed for Administrators and Technicians. If you're a customer or Basic User, automations should be managed under the "UC User" → "Automations" section.

Creating a New Automation

1. From the left-hand pop-out menu, navigate to "UC Admin" → "Call Control Apps" → "Automations"

2. Select the desired account by clicking its name, or use the Account dropdown or search bar in the upper right.

3. On the Automations page, click the “+ Add Automation” button in the upper right corner.

4. Fill out the creation form:

1. Label: Name of the automation (e.g., "Weekend Call Routing")
   
2. Extension Number: assign a number to trigger the automation
   
   
   
   
   

5. Click “Add” to submit.

6. You will be redirected to the automation's configuration page with additional settings (see step 3 in the management section below)

Note: an automation can be made without an extension, but will not be functional until one is assigned

Managing an Existing Automation

1. From the Automations page ("UC Admin" → "Call Control Apps" → "Automations"), click on the desired account name. 

2. Click the automation label, or on the three vertical dots to the right of the one you want to manage.

3. You’ll see the following tabs:

1. Edit Tab
   
1. Customize the general properties of the automation:
   
1. Label: Update the name
   
2. Description and Notes: Add internal context or instructions
   
3. Extension Number: Assign or change the dial-in trigger number
   
2. Dialing Address: Optional identifier for internal call routing
   
3. Webhook: URL to trigger an external API call when the automation runs
   
4. Authorization PIN: Add a PIN to restrict manual execution
   
2. Actions Tab
1. Define the specific steps that will be executed by the automation:
   
1. Click “+ Add Action” (upper right)
   
2. Fill out the form fields specific to the chosen action (fields vary by action type)
   
2. After adding multiple actions, use the arrow icons beside the action order number to rearrange the execution sequence
   
3. One-Time Runs Tab
1. Schedule automations to run just once at a specific date and time:
   
1. Click “+ Add One-Time Run” (upper right)
   
2. Complete the form:
   
1. Label
   
2. Run Date & Time
   
3. Timezone
   
3. Click “Add” to schedule
   
2. To make changes, click on the run’s label or use the three-dot menu to edit or delete
   
4. Recurring Runs Tab
1. Set up automations to run on a schedule:
   
1. Click “+ Add Recurring Run” (upper right)
   
2. Complete the form:
   
1. Label
   
2. Start and End Dates
   
3. Schedule Frequency: Hourly, Daily, Weekly, Monthly
   
4. Run Time
   
5. Timezone
   
3. Click "Add" to submit
2. Click the run name or use the three-dot menu to edit details or delete
   
5. Dependency Tree Tab
   
1. View where this automation is linked or referenced within the platform (e.g., in call flows or other features). This helps avoid conflicts or accidental deletions of active configurations.
   

Important Reminder:

1. Be sure to click "Update"  at the bottom of the screen to save your changes before navigating away.
   
2. Once you are done making changes, click the "Apply Changes"  button on the left to make sure the system updates properly.
   
1. Note: You can either apply changes immediately or schedule a date/time for the system to update to avoid interfering with business hours. 
   

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Minimum Requirements for an Automation to Run

Before an automation can run successfully, a few minimum requirements must be in place to ensure it’s properly configured and functional:

1. Automation Must Be Created
   
1. While not required to make a new automation, adding a label is highly recommended for easier lookup later.
2. At Least One Action Must Be Defined
   
1. Actions define what the automation will do (e.g., transfer a call, play a recording, send a webhook).
   
2. Without an action, the automation has nothing to execute.
   
3. At Least One Feature Must Be Associated With The Automation:
   
1. You can schedule:
   
1. A One-Time Run (specific date and time)
   or
2. A Recurring Run (daily, weekly, etc.)
   
2. OR, link to a feature (e.g., extension, call queue, ring group, or device key)
3. Without an attached feature, the automation won’t be triggered.