1. 1 The Learning Center Series Access and Event Preparation David Humble August 20, 2014

2. 2 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

3. 3 Back Office & Point of Sale Setup & Preparation Game Day Operators

4. 4 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)

5. 5 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

6. 6 Operators File > Reserved Seat Ticketing > Maintenance > System > Operator Access (TK.OP.E)  Ticketing Operator Access  Hold Codes

7. 7 Operators Execute to: TK.OP.HCODE.COPY  Ticketing Operator Access  Bulk update Hold Codes for multiple operators

8. 8 Operators File > Reserved Seat Ticketing > Maintenance > System > Operator Access (TK.OP.E)  Ticketing Operator Access  Selling Parameters

9. 9 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)

10. 10 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?”

11. 11 Back Office & Point of Sale Setup & Preparation Selling Controls

12. 12 Controls  Day of Game Controls for Window operators…

13. 13 Controls  Day of Game Controls for Window operators… File > Reserved Seat Ticketing > Maintenance > Other Parameters > Item Groups (TK.IGROUP.E)

14. 14 Controls  Day of Game Controls for Window operators…

15. 15 Controls  Day of Game Controls for Window operators…

16. 16 Controls  Onsale Items in Pac7 Selling Control… File > Reserved Seat Ticketing > Paciolan7> Selling Setups > Paciolan 7 Controls (TK.ETCONTROL.E)

17. 17 Controls PAC 7 Onsale Form

18. 18 Back Office & Point of Sale Setup & Preparation PCs, Credit Card Swipes & BOCA Printers

19. 19 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.

20. 20 Back Office & Point of Sale Setup & Preparation Communication & Dispersal of Information

21. 21 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

22. 22 Access Management Ticket Takers & Event Operations

23. 23 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

24. 24 Access Management Balancing Barcodes

25. 25 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

26. 26 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

27. 27 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.

28. 28 Access Management Testing & Spares

29. 29 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

30. 30 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.

31. 31 Disaster Preparation Having a Plan

32. 32 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

33. 33 Having a Plan…Development Organize 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

34. 34 Having a Plan…Awareness & Considerations Make 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 others How 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

35. 35 Disaster Preparation Disaster Reports

36. 36 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

37. 37 Request: OPENS File: TK.SEAT.(SEASON CODE)  This can give you a list of opens or other seat statuses User Request – Opens File > Reserved Seat Ticketing > Requests > User Request Entry (TK.REQUEST.E) Selection: Sorting: Display:

38. 38 User Request - Opens File > Reserved Seat Ticketing > Requests > User Request Entry (TK.REQUEST.E) Request: OPENS File: TK.SEAT.(SEASON CODE)

39. 39 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 Call File > Reserved Seat Ticketing > Requests > User Request Entry (TK.REQUEST.E)

40. 40 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:

41. 41 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, TEST  PCs, 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…

42. 42 QUESTIONS

43. 43 Thank you!