Maintenance Manual
16 Cisco Unified Web and E-Mail Interaction Manager Administrator’s Guide to Chat and Collaboration Resources
This chapter will assist you in understanding how to set up chat and collaboration template sets.
About Template Sets
Template sets consist of CSS (cascading style sheets) and JSP (JavaServer pages) files. The CSS files control the
look and feel of the Chat Console. The JSP files contain the business logic used to render data in the Chat
Console. Templates are also used to determine what information is requested to identify the customer (e.g. name,
email address, phone number). You can also compose messages that the customer will see under certain
circumstances (e.g. if they request a chat session out of hours).
Each entry point must be mapped to a template set and multiple entry points can use the same template set. Two
template sets - Classic Olive and Classic Gray are shipped with the application and can readily be mapped to any
number of entry points.
For every template set created, a directory with the same name is created in the file system. You can create a new
template set and then customize the individual templates (.css files) for the desired look and feel.
Do I need to create new templates or just use the default ones?
Two template sets - Classic Olive and Classic Gray are shipped with the application. You may want to create a
new one that is customized to look like your website.
You can choose to use one template set for all your chat entry points for a consistent look and feel. Alternatively,
you can use different templates for each entry point, so that the look and feel of each one is targeted towards a
specific audience.
How easy are the templates to modify?
The templates are easy to modify. It is possible to make a number of layout and wording changes through the
Administration Console. You can also make branding changes to the templates to match them with the look and
feel of your website. For details, see “Customizing Template Sets” on page 23.
Creating Template Sets
Create a separate template set for each of the following types of activities:
Standalone chat activities
Integrated chat activities
Blended collaboration activities
Callback activities
Delayed callback activities
Important: The system supplied templates cannot be deleted.