Configuring Reply templates for email, chat, SMS, and open media

Administrators can configure templates to be applied to email, chat, SMS, and open media responses. Reply templates enable efficient and uniform responses to common questions and requests.

Email templates must be in .msg or .txt format, and .msg email templates may contain images. Do not copy content containing images in .msg files directly from Outlook. Save this content as .msg files in the Reply Templates folder and leverage from there. Chat and SMS;templates must be in .txt format. Chat and SMS share templates.

Administrators store templates in either the default template folder created during installation, or in a folder on a network share. A network share is required if agents are permitted to create and modify templates and therefore must access them.

The default Reply Templates folder created during installation is located at <installation drive>:\<installation folder>\Templates\ReplyTemplates. This folder contains the subfolders Email, Chat, and SMS in which there are sample templates for the corresponding media type.

If agents are permitted to create and modify templates, administrators must create a folder in network share to house the sample templates. We recommend that you create a folder structure to organize the templates by media type and area of business. By default, the server points to the default Reply Template folder created during installation. The administrator must ensure that media servers point to the folder that they created on network share instead of the default Reply template folder.

To point the media server to a folder on a network share, complete the following procedure.

Note:

Everyone' and/or 'Users' permissions are required for the folder in which the reply templates are stored. If the you have permissions for the reply template files, but do not have permissions to folder in which the reply templates are stored, YourSite Explorer displays an error.

If templates are housed on a network share, you must perform the following:
To configure identity settings for the CCMWa, MCCWa, and MiCCSDK web applications
  1. On the Enterprise Server, navigate to Internet Information Services (IIS) Manager.
  2. Under Connections, select Application Pools.
  3. Right-click CCMWa and select Advanced Settings….
  4. Under Process Model, for Identity click the … button.
  5. Select Custom account: and click Set….
  6. On the Set Credentials window, enter the Windows credentials for the identity under which the MiContact Center Business Configuration Manager service runs and click OK.
    Note:
    • You can retrieve this identity by navigating to Windows' Services list.
    • Domain names must be included in the username. E.g. Domain\Username
  7. Click OK.
  8. In the Advanced Settings window, under Process Model, set the value for Load User Profile to True.
  9. Click OK.
  10. Repeat the above steps for MCCWa, and MiccSDK.
To configure security permissions for CCMWa, MCCWa, and MiccSDK
  1. On the Enterprise Server, navigate to Internet Information Services (IIS) Manager.
  2. Under Connections, expand Sites > Default Web Site.
  3. Right-click CCMWa and select Edit Permissions....
  4. Click the Security tab and, for Users, set 'Allow' for the following permissions only:
    • Read & execute
    • List folder contents
    • Read
  5. Repeat the above steps for MCCWa and MiccSDK.
To point the media server to a network share folder
  1. Click YourSite > Media servers, and select the Advancedtab.
  2. Under Reply template, click the Browse button.

    Alternatively, enter the path in the Location field and click the Browse button. This redirects the Browse dialog to the specified path.

  3. Navigate to the network folder housing the templates and click OK. Alternatively, type the network share folder path in the Location field.
    Note:
    • Only network share folder paths are supported. For example, the folder path should look like \\ServerName\SharedFolderName. Standard paths are not supported.
    • To point the server back towards the default folder, delete the network share path.
  4. Click Save.