Maintenance Manual

58 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 callback template sets. For template sets for chat
activities, see “Chat Template Sets” on page 19.
About Template Sets
Template sets consist of CSS (cascading style sheets) and JS (JavaScript) files. The CSS files control the look
and feel of the Callback Console. The JS files contain the business logic used to render data in the Callback
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 callback session out of hours).
An entry point can be mapped to multiple template sets and multiple entry points can use the same template set.
One template set, Cisco Rainbow, is shipped with the application and can readily be mapped to any number of
entry points.
The template sets are managed from the web server and not from the Administration Console.
What Makes up a Template?
A template consists of a set of pages that are designed to work together. Typically, a callback template has three
pages - a callback or delayed callback request form, the call status page, and the off-hours page. All these pages
can be customized to meet your business needs.
Important: The system supplied templates should not be deleted.