Contents
Index

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 web-based applications or Terminal Services Remote Access (TSRA), or they 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. [Nikki/Lovelyn - want to clarify this distinction?]

Common MAC Requests and Resources for PureConnect Cloud

Tasks	Tools	Resources
Create and upload .WAV files for new prompts or audio messages	Interaction Attendant (TSRA) Customer Care MAC request	Interaction Attendant Prompt Management
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	Interaction Administrator (TSRA) 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	Interaction Administrator (TSRA) 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	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	The video demonstrates systematic procedure of changing user's name, so you can avoid situations like any individual being unable to have new name properly reflected in system for reports, directory columns, etc.
Using the Add User Assistant	The video demonstrates how to utilize Add Users assistant tool, to help you perform bulk import for any number of users so that you can save time, reduce possibility of errors and recover lost users from Active Directory server.
Manually Adding Users	An overview of how to add an individual user in Interaction Administrator, it is also referred as manually creating individual user is the quickest and easiest way to add a single user or small number of user.
Change a workgroup membership	The video demonstrates how you can change workgroup membership for any existing user in User Configuration window.
Reset a password	An overview of how you can reset existing password for a single or multiple users in Interaction Administrator.

PureConnect On-Premises MACs

Local PureConnect installations have an IC Administrator or delegates who manage the configuration and resources in PureConnect. The most common MAC changes are covered in the PureConnect documentation and Just-In-Time videos.

Common MAC Requests and Resources for PureConnect On-Premises

Tasks	Tools	Resources
Reprocessing PMQ (.ERR) files	sendcustomenotification command	Reprocessing PMQ files help KB articles: 881 and 1458 and 674
Create and upload .WAV files for new prompts or audio messages	Interaction Attendant	Interaction Attendant Prompt Management
DNIS/DID Table Changes	Interaction Administrator	Configure DID/DNIS Tables For definitions of DID/DNIS table columns, see Columns in the DID/DNIS Table
Custom Attribute Changes	Interaction Administrator	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
Adding Roles to the system	Interaction Administrator	Add a New Role in Interaction Administrator Web Edition Add a New Role in Interaction Administrator (TSRA)