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The Learning Center Series

Access and Event Preparation

David HumbleAugust 20, 2014

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Agenda Back office/Point of Sale Setups & Preparation for Game Day

Operators Controls PCs, Credit Card Swipes & BOCA printers Inter-department communication & dispersal of information

Access Management Ticket Takers & Event Operations Balancing Barcodes Testing & Spares

Disaster Preparation Create, test, and revise your plan Reports to run just in case

Questions

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Back Office & Point of Sale

Setup & Preparation

Game Day Operators

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Game Day Operators

Set up an individual login for each operator Make sure operators know their login and password A Game Day operator may only need access to a few

key processes (selling, inquiry, and batch reports)

File > System Functions > Operators > Operator Access (SYS.OP.E)

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Operators

File > System Functions > Operators > Operator Access (SYS.OP.E)

Systems Allowed+ Processes Allowed ACCESS TO EVERYTHING IN THAT SYSTEM

Systems Allowed+ Processes Disallowed ACCESS TO EVERYTHING EXCEPT THOSE PROCESSES

Processes Allowed = ACCESS TO ONLY THOSE PROCESSES

Set Systems Allowed or Processes Allowed or Processes Disallowed accurately to ensure access to only what is necessary

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Operators

File > Reserved Seat Ticketing > Maintenance > System > Operator Access (TK.OP.E)

Ticketing Operator Access Hold Codes

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Operators

Execute to: TK.OP.HCODE.COPY

Ticketing Operator Access Bulk update Hold Codes for multiple operators

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Operators

File > Reserved Seat Ticketing > Maintenance > System > Operator Access (TK.OP.E)

Ticketing Operator Access Selling Parameters

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Operators Each operator should have their own batch.

Individual House Accounts should be set to allow a limited number of transactions per House Account.

File > Reserved Seat Ticketing > Customers > Entry > House (TK.HCUST.E)

File > Reserved Seat Ticketing > Maintenance > System > System Setup (TK.SETUP.E)

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Operators Have full-time & more experienced staff near part-time & game day staff for extra help and trouble-shooting.

Create a Quick Sheet with important game day information such as ticket availability for today’s game as well as future games, gate information, will call locations and what is available at each, where the closest bathrooms, concessions, ATM, and merchandise shops are. Put together a list of phone #’s and/or radio channels where managers and supervisors can be reached. If possible make them pocket-size, laminate them and have each user clip them to their credentials.

Make sure your operators know what questions to ask customers to help troubleshoot basic issues….

“How/When did you purchase your tickets?” “Which website did you use to purchase the tickets?” “Do you happen to have your order confirmation email with you?” “Since you didn’t purchase tickets, how did you receive the tickets?” “Is the person leaving you the tickets a Student Athlete?” “Home or

Visiting Team?”

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Back Office & Point of Sale

Setup & Preparation

Selling Controls

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Controls Day of Game Controls for Window operators…

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Controls Day of Game Controls for Window operators…

File > Reserved Seat Ticketing > Maintenance > Other Parameters > Item Groups (TK.IGROUP.E)

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Controls Day of Game Controls for Window operators…

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Controls Day of Game Controls for Window operators…

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Controls

Onsale Items in Pac7 Selling Control…File > Reserved Seat Ticketing > Paciolan7> Selling Setups > Paciolan 7 Controls (TK.ETCONTROL.E)

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ControlsPAC 7 Onsale Form

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Back Office & Point of Sale

Setup & Preparation

PCs, Credit Card Swipes

& BOCA Printers

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PCs, Credit Card Swipes, BOCA Printers, etc…

TEST, TEST, TEST!!! PC’s, Credit Card swipes, Receipt Printers, BOCA Printers,

Activate Terminals, etc… Prepare well before game day to address issues with ease Do a refresh test before each event for continued Game

Day success! Post specific PC login info on/near the PC

Client Names or Line Code numbers. Contact Customer Support if you need help creating

new client names and terminal lines.

Login to each work station & process test transactions, both cash and credit card, to ensure orders are processing and printing correctly.

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Back Office & Point of Sale

Setup & Preparation

Communication &

Dispersal of Information

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Sharing of Information Work with other offices and departments…

Marketing: current and upcoming promotions & handouts, Community Group information, Give-A-Ways, etc…

Development: Donor gatherings, special events and areas… Operations: Tables & Chairs available where needed (ex:

Player Guest)…

Provide samples of Valid/Acceptable tickets and credentials for ushers and gate workers

Especially important for non Access Management venues Inform gate supervisors of special entrances, resolution desks, and

escalation procedures

Shorten the line with clear signage and patron outreach

Promote Print-At-Home tickets Send out PACMails regarding Game Day info Have clearly marked lines for Credit Card Only & Cash Only Setup Ticket Resolution Windows for Students & Public for

troubleshooting issues

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Access Management

Ticket Takers&

Event Operations

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Gate worker interaction reflects on the Ticket Office

Scanning effectiveness requires instruction & practice Don’t assume learning by osmosis or “watching their neighbor”

Enable them & set expectations

Start-of-season “refresher” training

Mini-reviews before each event as needed, especially for rotating staff

Positive encouragement

List of scan response messages & the handheld #’s for each location

Escalation procedures for trouble messages & scenarios

Trained supervisors can handle many issues for you

Equipment sign-out & sign-in – responsibility for loss/damage

Ticket Takers & Event Operations

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Access Management

Balancing Barcodes

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Balancing Barcodes

Check t.Res barcode count for the event File > Reserved Seat Ticketing > Access > Barcode Report (TK.BC.R) File > Reserved Seat Ticketing > Allocations > Inquiry > Events

(TK.EVENT.I)

Compare vs. AM Monitor barcode count for the event• AM Monitor – Tickets – Reports – Validation - Not Used / Unused report

If small mismatch, check the Pending barcode files• Perhaps AM Immediate Mode was not checked when TK.PRINT.F was

used• File > Reserved Seat Ticketing > Access > File Transfer Count• File > Reserved Seat Ticketing > Access > Send > Pending Data

If large mismatch, resend all barcodes for the event• File > Reserved Seat Ticketing > Access > Send > Barcodes• Select the event you want to send…do NOT send for all events on

Game Day

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AM Monitor > Reports > Ticket > Validation Reports

Not Used/Used Ticket Report• Select Event• Match Date/Time values to “surround” event

timeframe• Report Type: Not Used or Unused• Detail Level: Summary for Period

File > Reserved Seat Ticketing > Access > Barcode Report (TK.BC.R)

Sort By:Event

Report Type:Seat Detail

Report Level:Summary

Include:Both

Selection:Event

Balancing Barcodes

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File > Reserved Seat Ticketing > Allocation > Inquiry – Events ( TK.EVENT.I)

Balancing Barcodes

Barcodes are created when tickets are printed, so the “Printed” total can provide a quick value to compare with AM Monitor before an event.

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Access Management

Testing & Spares

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Testing & Spares

TEST, TEST, TEST!!!!! Hardware: Access Points, Handhelds Scans: Season/Single Game Tickets, Student Tickets, Season Ticket

Cards, Access Pass College Athletic Clients - Look over the PACMail being sent out next

week that has a large amount of useful Access Management documentation

Have Backup Supplies for each location… Batteries (make sure are charged) Handhelds (make sure they are charged) Card Reader Attachments

Remind Gate Workers Keep the battery cover tight Take care of the handhelds, they should never be swung around by

the lanyard Ask the gate supervisor if there are questions or the handheld is

acting up

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Testing & Spares

Printing Note for Ticket Managers on Game Day Refrain from printing large quantities of tickets for other events on

game day when gates are open. There is a “queue” for tickets that are printed and waiting in-line to go

over to the access server. If you print a large batch of tickets for another event in a control that

is in AM Immediate Mode, those tickets can get in line for the access server in front of the tickets for today’s game that the game day sellers are selling.

How does this manifest itself? You may find that customers are buying tickets at the ticket booth, walking directly to the gate, and getting not found when a ticket they just purchases is scanned.

This is because they beat the barcode to the scanner. The barcode is waiting in-line behind the large batch of tickets you are printing for the hockey game.

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Disaster Preparation

Having a Plan

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Be Proactive The development and maintenance of a disaster recovery plan is serious

Re-evaluate before each season

Plans may differ based on venue, sport, or other circumstances

Prepare a comprehensive list of potentially serious incidents What is the severity of the issue?

What affect would it have on normal operations of the business?

The structure of the plan can be established based on the your impact assessments.

Having a Plan…Getting Started

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Having a Plan…DevelopmentOrganize a team representing all functional areas of the

organization to develop the disaster plan

The plan should contain a range of milestones to move from disrupted status back to normal business operations.

Determine which critical business functions need to be resumed and in what order. Be Specific with details based on severity Determine how information will be communicated Identify key personnel duties assigned and their backup

TEST, TEST, TEST!!!! Rigorously test your plan in a suitable environment to reproduce

authentic conditions

Test with the personnel assigned to undertake those activities Record the test procedures and results for the team to review Fine tune the plan

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Having a Plan…Awareness & ConsiderationsMake all personnel aware of the plan and aware of its contents

Especially if they have related duties and responsibilities

It is important that all personnel take the contingency planning seriously Obtain feedback from staff, particularly from those which require close

dependency on actions being taken by othersHow will you process orders & payments and print tickets if the system goes down? Are you going to take manual order cards and process later? Do you have emergency pre-printed ticket stock easily accessible? What will you do for reprints? Are you prepared to scan tickets in offline mode?

If you need to contact Paciolan, optimize resolution time with information Provide as much information and details to the issue as possible Appoint one specific person to make the call and work with Paciolan

towards resolution

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Disaster Preparation

Disaster Reports

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Chart Report (TK.CHART.R)

Customer Location Report (TK.LOCATION.R)

Event Inquiry (TK.EVENT.I)

Audit Report (TK.AUDIT.R)

Order Event Status Report (TK.OEVENT.R)

Build your own reports User Request Entry (TK.REQUEST.E)

eQuery (Web-Based Reporting Tool)

ODBC & Crystal Reports

Suggested Disaster Reports

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Request: OPENS File: TK.SEAT.(SEASON CODE)

This can give you a list of opens or other seat statuses

User Request – OpensFile > Reserved Seat Ticketing > Requests > User Request Entry (TK.REQUEST.E)

Selection: Sorting:

Display:

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User Request - OpensFile > Reserved Seat Ticketing > Requests > User Request Entry (TK.REQUEST.E)

Request: OPENS File: TK.SEAT.(SEASON CODE)

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Request: WILLCALL File: TK.ODET.(SEASON CODE) This can give you a list of all Will Call Orders Run by Season, Event code, & Disposition Code CAN export to Excel

User Request – Will CallFile > Reserved Seat Ticketing > Requests > User Request Entry (TK.REQUEST.E)

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File > Reserved Seat Ticketing > Requests > User Request Entry (TK.REQUEST.E)

Request: WILLCALL File: TK.ODET.(SEASON CODE)

Selection: Sorting:

User Request – Will Call

Display:

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Create individual Operators, Batches and House Accounts for all staff members

Use IForm for quick window sales or the Onsale Items in Item Sales of Pac7

TEST, TEST, TESTPCs, Credit Card Swipes, Printers, Access Points, Handhelds, & Disaster Plans

Balance Barcodes between t.Res and AM Monitor for each event at least the day before as well as on event day

Establish & Maintain a Disaster Plan

Run reports prior to the event to be ready for anything

Have Fun and Good Luck this Season!!

Key Takeaways…

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QUESTIONS

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Thank you!