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Client Templates

Requirements: You need the Manage Client Templates Security right to create or edit templates for other Interaction Desktop users. You need the Customize Client Security right to customize your personal CIC client configuration settings.

Client templates affect the appearance and functionality of Interaction Desktop. You save the template to the CIC server. A CIC administrator can then assign this template to other Interaction Desktop users.

Client templates can:

Note: The CIC administrator or template manager controls whether you can change any of the configuration settings supplied by a client template.

  • Contain multiple, pre-configured workspaces, complete with selected views for each workspace.

  • Display a standard set of views, determine which columns and toolbar buttons appear in these views, and set the order in which the columns and buttons appear on these views.

A user’s Access Control rights and Security Rights still determine whether a view appears in his or her interface. For example, if your assigned template includes the Related Items view, you still need the Tracker Access License and the appropriate rights in order to display this view.

Note: The CIC administrator or template manager controls whether you can add or remove any of the views supplied by a client template, or modify the appearance of a view.

  • Set a default location for views included in the client template.

Note: The position of these views may be locked in the client template. To move locked views supplied by a client template, you need the Customize Client security right.

  • Displays the names of selected folders in the Email Folders view.

  • Determine the default font type and size for text outgoing email messages.

Note: The font type and size settings default from those used in your last outgoing email message. These settings automatically become part of any template you create or edit.

  • Control whether Interaction Desktop starts in Mini Mode or standard mode.

Note: If you save a template while in Mini Mode, Interaction Desktop appears in Mini Mode after any agent assigned that template logs on.

  • Displays selected Fast Status buttons in the Interaction Desktop status bar, in both the standard mode and Mini Mode.

Changes to Templates

Interaction Desktop reflects any change the CIC administrator or template manager makes to a client template assigned to you.

  • If you have the "Customize Client" right, the template updates any custom or default workspaces that exist in both the template and in your Interaction Desktop interface. It adds workspaces that don't exist in your interface. It does not remove any custom workspaces that you created.

  • If you do not have the "Customize Client" right, the workspaces defined in the template replace all your workspaces.

  • In either case, the revised template replaces configuration settings for the CIC client and other Interaction Desktop modules.

CIC notifies you when changes occur to the client template assigned to you. You can choose to apply these changes immediately or the next time you restart the CIC client.

Default or Built-In Templates

Several default templates are available for Interaction Desktop. If you have the "Manage Client Templates" Security right, you can edit, but not delete, these templates.

  • All Channel Agent

  • Basic Chat Agent

  • Basic Email Agent

  • Default Template

  • Multi-Channel Agent

Related Topics

Manage Templates