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MACs - Common Administrative Tasks

The most common ongoing administrative tasks in operating PureConnect are moves, additions, and changes (MACs) to users, queues, workgroups, stations, routing tables, audio files, and other resources, which are typically configured in Interaction Administrator and Interaction Attendant.

Best Practice:
The best practice around making any changes is to have a change control process to track who made changes, detail notes about before and after change conditions, test plans, and any approval process for changes that are less common. Change control and tracking can be as simple as a spreadsheet, but ideally you should use a formal process with tools that all administrators follow consistently.

PureConnect Cloud MACs

PureConnect Cloud customers can manage many changes themselves via the web-based MyCloud interface or using Terminal Service Remote Access (TSRA). Alternatively, customers can request MAC services via the Customer Care Portal, according to the terms in the PureConnect Cloud Customer Handbook. MAC service requests are distinct from technical support requests; be sure to select the appropriate path on the Customer Care Portal.

Common MAC Requests and Resources for PureConnect Cloud

Tasks	Tools	Resources
Create a TSRA account	MyCloud interface Customer Care MAC request	Create a TSRA Account
Reset a MyCloud password	MyCloud interface Customer Care MAC request	Reset a MyCloud Password
Upload Interaction Attendant WAV files	MyCloud interface Customer Care MAC request	Upload Interaction Attendant WAV Files
Upload grammar files	MyCloud interface Customer Care MAC request	Upload Grammar Files
Create and upload .WAV files for new prompts or audio messages	Interaction Attendant (TSRA) Customer Care MAC request	Interaction Attendant Prompt Management
Convert a Prompt File for Interaction Attendant	Interaction Attendant Customer Care MAC request	Convert a Prompt File for Interaction Attendant
Create and Modify Report Schedules	Interaction Reporter Interaction Report Assistant Crystal Reports Customer Care MAC request	Create and Modify Report Schedules
DNIS/DID Table Changes	Interaction Administrator (TSRA) Customer Care MAC request	Configure DID/DNIS Tables For definitions of DID/DNIS table columns, see Columns in the DID/DNIS Table
Toll Free Adds/Changes/Removals/Ports	Customer Care MAC request
Custom Attribute Changes	Interaction Administrator (TSRA) Customer Care MAC request	Add or change Custom Attributes for users or workgroups in Interaction Administrator. Change a User Custom Attribute in Interaction Administrator Web Edition Change a Workgroup Custom Attribute in Interaction Administrator Web Edition Example of adding a custom attribute for E911 on users or stations
Fax Farm Management	Customer Care MAC request
Adding Roles to the system	Interaction Administrator (TSRA) Customer Care MAC request	Add a New Role in Interaction Administrator Web Edition Add a New Role in Interaction Administrator (TSRA)
Give authorized users access control rights to use TSRA applications to manage resources	MyCloud interface Customer Care MAC request	Customer Care Portal

Just-in-Time videos illustrate basic MAC procedures. For example:

Video Title	Video Description
Changing a User's Name	This video shows a procedure for changing a user's name. A name change may be needed to avoid situations where individuals need to have new name properly reflected in the system for reports, directory columns, etc.
Using the Add User Assistant	This video shows how to use the Add Users assistant tool, which performs bulk import for any number of users. This tool saves time, reduces the possibility of errors, and helps recover lost users from the Active Directory server.
Manually Adding Users	This video shows an overview of how to add users in Interaction Administrator. This is quickest and easiest way to add a single user or small number of user.
Change a workgroup membership	This video shows how to change workgroup membership for any existing user via the User Configuration window in Interaction Administrator.
Reset a password	This video shows how you can reset the IC password for a single user or multiple users in Interaction Administrator.