Queue Control Console FAQs

1. What is the URL of the Travelport Queue Control Console?

https://queuecontrolconsole.travelport.com/

2. What is Queue Control Console?

The Queue Control Console is a web based solution that allows automated actions to be performed on PNRs present in the queue including the issuance of tickets. It helps save time and efforts of modern day travel agencies by setting up schedules which can be set up to allow a robot to run at specific intervals and/or specific times and perform pre-selected operations. It has been made using Microsoft .Net framework and is extendable i.e. more functions can be accommodated whenever the users feel the need for them.

3. What are the prerequisites before I start using the Queue Control Console?

You need valid Queue Control Console credentials, created and issued by the Travelport Queue Control Console admin. You also need a Host Access Profile, also referred to as HAP. HAP credentials details are used to create Access Methods, which are mandatory for the Queue Control Console to be able to communicate with GDS.

4. Who are the different users of Queue Control Console?

Primarily there are two types of users (i.e., internal and external users). Internal users are Travelport employees/contractors who provide different levels of support based on their levels and regions. The external users are the various agencies that deploy Queue Control Console. The Agency admin users manage their agencies while the agent users are the actual ones who use various functions provided by the Queue Control Console. Refer to Roles section in this document.

5. What are the various functions provided by Queue Control Console?

Queue Control Console can help you to free your ticketing staff members by setting up schedules to run certain actions on PNRs in a particular queue, which the Queue Control Console can be setup to monitor. Conditions for the actions to run can be set up and various actions including Ticketing can be achieved using the Queue Control Console. Therefore Queue Control Console can free up a valuable resource that might be carrying out mundane tasks to generate superior revenue for your agency.

6. How do I change my password?

Select the user profile icon to display the User Profile menu. Select Change Password.

7. I have the Login Credentials and HAP details, what now?

Create an Access Method before you can set up schedules to run predefined actions on PNRs placed in queues. Refer to Getting Started.

8. How many agent users can be associated with an agency?

Currently there is no such limit to the number of users an agency can create.

9. What are the regions in which the Queue Control Console is available?

Currently Queue Control Console is available in the APAC and EMEA markets. The following languages were added with the 15.7.1 release: Dutch/Netherlands, Finnish, Swedish, Czech, Afrikaans, Hindi (India/UAE), Polish, Korean, Turkish, and Romanian. To select one of these languages, click the language link in the upper right corner of the Queue Control Console screen and choose a language.

10. What are the various GDSs supported by Queue Control Console?

As of today the Queue Control Console supports only Galileo, however development effort to integrate Apollo and Worldspan are in the pipeline.

11. Where can I get technical support?

There are a number of support resources available online or you may contact Customer Support. Users can contact their local helpdesk and choose the “tech support” prompt where offered.

Users should follow the following process to raise incidents

Ask IT

Category:  Travelport Reservation Application

Subcategory:  Distributed Products

Component: Travelport Queue Control Console

Sub -Component:  N/A

Problem Type:   Entry Missing, Login Issue , Configuration , Status Check, Software Issue, Custom Handler (specific customers)

12. Getting started?

Once you have successfully created an Access Method you can create schedules by which you outline future time when you want certain actions to be taken on PNRs present in a monitored queue. You can define the start time, end time and frequency of schedules or you can set the same to run at specific times of the day. Once done, you’d need to define which queues you’d want the Queue Control Console to monitor so that actions can be performed on them. Handlers is the functionality that takes care of the action part.

13. What are Schedules and what do they do?

Schedules are basically timetables as per which automated actions are executed on PNRs by the server based robotics in the Queue Control Console. The users have an option of either running actions repeatedly within specified time periods (Minutes/Hours etc.) as per a defined frequency or they can execute those actions once a day as per a set time. The option to ‘Run on specific times’ must be checked in for the same. Please refer to Schedules section of this document for more details.

14. What is New Action and how is it different from Refile fares or Ticketing action?

New Action and/or Refile fares or Ticketing action buttons display once you have created and activated a schedule. They both basically exist to define what actions to be taken on the PNRs. However the list of handlers assigned to them are different. To create a standard handler, click New Action. To create an Advanced Robotic Ticketing handler, click Refile fares or Ticketing action,

15. What are Handlers and what do they do?

Handlers allow specific actions to be undertaken on the PNRs of the queues being monitored.

Travelport Administrators assign existing/new handlers to all agencies or specific agencies once a new handler become available. Also Administrators can select the API with which a handler is compatible with i.e. Galileo/ Apollo as some handlers like Advanced Robotic Ticketing are only compatible with a particular GDS.

16. How do I view/change my monitoring queue?

    1. Select Schedules from the menu then select Details for the schedule you want to view/change.

    2. In the Queues to monitor section, select Edit.

    3. Modify the queue fields as needed, then select Update to save the changes.

17. How are Handlers assigned to an Agency?

Handlers are assigned to an agency by the Travelport Admin while creating an agency by checking the checkbox against individual handlers. As the Advanced robotic ticketing handler only works with Galileo (GDS) at this point in time, for an agency which does not work on Galileo will not be able to view or use the Advanced Robotic Ticket handler. As an agency administrator you can view the handler assigned to you on the agency details page, however only the Queue Control Console admin can make changes to assigned handlers or can assign additional handlers on request.

18. Why do you need Robotic Ticketing in addition to the standard ticketing handler?

The Advanced Robotic Ticketing handler does much more than conventional/standard ticket handler also available as part of the Queue Control Console. It allows automated ticketing plus a lot more i.e. performing additional functions such as applying commissions adding Retention Segments, adding Form of Payment based on advanced criteria that can be set to include or exclude specific scenarios. It is standalone handler that performs ticketing actions from PNR retrieval to ticket issuance and placing PNRs into success or failure queues based on the outcome, it even sends an email through Viewtrip if the associated option has been checked. The standard handlers on the other hand, run in tandem to perform allocated tasks.

19. I cannot see the Advanced Robotic Ticketing handler in the list of handlers?

The Advanced Robotic Ticketing handler does not display in the handler drop-down list with other standard flow handlers. Rather, the Refile fares or Ticketing action button displays at the top of the actions grid as soon as you save a valid schedule and if an agency has the Advanced Robotic Ticketing handler enabled and has a Galileo access method configured. Read how to configure Advanced Robotic Ticketing handler.

20. Does the access method set up for RT need any additional provisioning, e.g. gtid, hap etc.?

No additional provisioning required for Access Method specifically for Advanced Robotic Ticketing handler the same access method can be used for both standard as well as Advanced Robotic Ticketing handler, just that Advanced Robotic Ticketing handler is used only with Galileo GDS only.

21. If a filed fare has been ticketed, will Advanced Robotic Ticketing handler issue another ticket?

No, if all passengers on a filed fare have been ticketed, the Robotic Ticketing handler will ignore the PNR, remove the PNR from the action queue though will not generate an error email and will not place the PNR on the error queue.

22. How can I create another monitoring queue for Robotic Ticketing to process using the same schedule?

    1. Select Schedules from the menu, then select Details for the schedule you want to modify.
    2. In the Queues to monitor section, select Add new item.
    3. Complete the fields and select Update.

22. How do I change the commission level for a carrier?

    1. Select the Settings menu, then select Commission Tables.
       Note: This option is not currently available to Worldspan users.
    2. Select Configure for the commission that you want to modify.
    3. Select Edit for the row that you want to modify.

    4. Modify as needed, then click Update.

    Refer to Commission Tables for more information.

24. Can I set different commission levels for one carrier?

Yes, you can have multiple commission levels for one carrier ensuring the corresponding origin / destination is different

25. Why are my commission levels not automatically updating?

Once the commission table is accessed and saved, the table automatically becomes a customized table. Any future changes to the default table will not reflect in the customized table. 

26. If I click “Restore Default” on the commission table, will I lose any of my changes?

Yes, if you revert back to the default commission table, any changes made to your customized table will be lost.

27. How do I restrict Robotic Ticketing issuing tickets for a particular carrier or itinerary type?

Refer to Advanced Robotic Ticketing Criteria.

28. Can I place the PNR to multiple queue numbers once processed?

Yes, you can have the PNR placed onto multiple success and reject queues once the PNR has been processed. You can also have the PNR queue placed to alternate PCC queue number.

1. Select the Schedules menu.

2. Select Details for the schedule you want to modify.

3. In the List Actions section, select Configure for the Robotic Ticketing handler you want to modify.

4. Scroll down and amend the Failure or Success Queues section and select Add new item.

5. Enter the queue number, queue category (if required), and PCC where the PNR will be placed.

6. Select Update to save your changes.

29. How can I tell how many tickets were issued by Robotic Ticketing?

User can look up the report section of this document for details.

30. Will Travelport Robotic Ticketing issue all itinerary types?

Advanced Robotic ticketing handler will attempt to issue the tickets as per the filled fare in the PNR, irrespective of what type of fare or how it was filled.

31. If the PNR has multiple filed fares, will the Advanced Robotic Ticketing handler issue them all?

Yes, Advanced Robotic ticketing handler will attempt to issue all filed fares in the PNR.

32. If I select the option to issue as per the ticket time limit, when will the PNR be ticketed?

Travelport Robotic Ticketing will check the ticket time limit in the filed fare. If the ticket time limit is within 3 days, the filed fare will be processed immediately. If the ticket time limit is beyond 3 days, the PNR will be placed in future queue onto the monitoring queue using the review booking file format (RB.) the day before the ticket time limit date for processing.

33. How do I know whether the scheduled actions were completed or not?

The run details section gives you an overview of whether the handlers selected as part of your schedules have performed their designated actions successfully or not. One can click on the details button to view further information.

34. What types of logs are generated by the Queue Control Console?

The logs generated by Queue Control Console indicate errors, warnings and other information related to active actions.