Introduction to Worldspan Lesson: General Description The Worldspan queue system can be compared to an automated file cabinet that contains PNRs, messages, or World Files that require handling. Each queue is identified by a number and optional queue name or ID. are divided into categories and can be further divided into date ranges. There are two ways a PNR, message, or World Files can be placed on queue. Objectives The system places PNRs or messages on queue based on the action required, such as ticketing, confirmations, and schedule changes. PNRs, messages, or World Files can be manually placed on queue (e.g., QEP, QEM, QEG). The subscriber's SID must be in the first phone field of a PNR in order for the PNR to be placed on queue at the subscriber's location. At the end of this lesson, you will be able to Discuss the difference between special queues and dual queues Display queue counts 2684 Page 13-1 11/01
Lesson: Introduction to Worldspan Queue Types There are two types of queues: special and dual. A queue with categories only is a special queue. A queue with categories and date ranges is a dual queue. Special and Dual Special queues: Are divided into categories Have a maximum of 165 categories (0-164) Are comparable to a file cabinet with 165 drawers Dual queues: Are divided into categories and date ranges Have a maximum of 75 categories (0-74) Have four date ranges in each category Are comparable to a file cabinet with 75 drawers, and 4 file folders per drawer Ticketing Queue Most agency s utilize Queue 9 as their ticketing queue. It is an optional, dual queue subdivided into categories and date ranges. PNRs are placed on Queue 9 based on the ticketing field. Worldspan places PNRs on specific categories of Queue 9 when the ticketing field contains category numbers. Categories can be assigned to each agent so only their work is displayed when accessed. 7TAW/03/DDMMM The ticketing queue is dupe suppressed. Dupe suppression is activated when a queue is first accessed. If the function of the queue is already completed, such as Page 13-2 11/01
Introduction to Worldspan ticketing a PNR, Worldspan suppresses the PNR. Duplicate suppression is then performed on the next PNR. For example, a PNR in the ticketing queue (9) was displayed and ticketed without accessing Queue 9. When you first access the Ticketing Queue, the ticketed PNR is suppressed from display and removed from queue. When five consecutive PNRs are suppressed, the system advises to re-access the queue. PNRs are not placed on Queue 9 when the first flight has departed. Queue Count There are two different queue count displays a subscriber can access; queue count summary or specific queue counts. Queue Count Summary Queue count displays the number of PNR s, including 0, on all queues or a summary of queue activity. Activity: Queue Count Summary 1. Access HELP QUEUES and review the index. HELP QUEUES 2. Tab to HELP QC and review the queue count entries. HELP QC 3. Switch to the opposite window and enter QCT for a summary of all active queues. <F8> 11/01 Page 13-3
Lesson: Introduction to Worldspan QCT This queue count lists all established queues whether or not PNRs are present in a queue. 4. Enter QCT*ALL to review queue activity with categories and date ranges. QCT*ALL Queue Count Sample Display 0955 08SEP (a) 1ZA PREF (b) (c) (d) (e) (f) (g) QUEUE CAR D/R Q/TT IW 97 MESSAGE C 1 MARK D1 29 654 98 WFILES C 0 3 43 0 DEFLT C 0 DEFAULT 94 8 1 CONFOS C 0 DEFAULT D1 17 9 D2 2 0 7 SKDCHG C 0 D1 26 0 D4 15 0 9 TAW C 0 DEFAULT D1 4 0 C 3 PAM D1 2 0 C 4 STUDENT D1 3 0 C 5 STUDENT D1 4 0 96 FOLLOWUP C 0 DEFAULT 1 0 19 PRICING C 0 DEFAULT D1 1 0 D4 1 0 Queue Count Display Explanation Label Header Example Description a 0955 08SEP Time and date of queue count b 1ZA Agency SID c QUEUE 97 MESSAGE Queue number and name d CAT C 1 MARK Category and label e D/R D1 Date Range Page 13-4 11/01
Introduction to Worldspan Label Header Example Description f Q/TTL 29 Number of PNRs in queue g IW 654 Number of items worked since totals were last reset are displayed in the order created, and do not appear in ascending, numerical order. Queue Placement In addition to Worldspan automatically placing PNRs on queue, PNRs can be manually placed on any queue Activity: Single Queue Placement 1. Request availability on the 12 th of next month from SLC to LAX at 10AM on Delta. A12MMMSLCLAX10A-DL 2. Sell 1 Y seat from line 1 as a memo segment. 01Y1@MK 3. Request return availability 4 days later. A/R4D 4. Sell 1 Y seat from line 1 as a memo segment. 01Y1@MK 5. Add your name, ticketing field for today, and blind copy the Level 1 World Files using your name as variable data. 11/01 Page 13-5
Lesson: Introduction to Worldspan -LAST NAME/FIRST NAME 7TAW/XX/DDMMM G*#C/1$NAME 6. End and redisplay the PNR. ER 7. Access HELP QPLACE and review the entries to place a PNR in queue. HELP QPLACE PNRs can be manually sent to single or multiple queues, whether or not access occurred in queue or off queue. Each time a PNR is placed in queue, a history credit line is attached to the PNR. It records the agent sine, date, and time of queue placement. 8. Queue place the PNR in queue XX. QEP/XX (XX = QUEUE NUMBER) The response is the record locator, along with a notation that the PNR is on QUE X*CX X (X = queue number and category number). The entry places the PNR on the specified queue of the SID of the person making the entry. If a category is not included in the entry, the system defaults to Category 0. If a queue placement entry is made for a dual queue and a date range is not specified, the system defaults to date range 1. 9. Display the PNR using the record locator and access history. *RECLOC *H History displays **** ITEMS SUPPRESSED ****/*HQ. To display queue history enter *HQ. Page 13-6 11/01
Introduction to Worldspan 10. Display queue history and review the queue placement line (QP). *HQ 11. Redisplay the PNR. *R Additional Queue Topics Worldspan recommends agents increase their knowledge and skills by completing the related tutorials in the Worldspan Training page in Worldspan Go!, then select e-learning. If class time allows, include the additional topics in the curriculum. The topic outlines are as follows: Specific Queue Counts A queue count can be performed on a specific category of an individual queue. Activity: Specific Queue Count 1. Access HELP QCT and review specific queue formats. 2. Switch to the opposite window. HELP QC <F8> 3. Access a queue count for queue 9. QC/9 When a category is not specified, the system defaults to Category 0. When a date range is not specified, the system defaults to Date Range 1. 11/01 Page 13-7
Lesson: Introduction to Worldspan 4. Display a queue count for all active categories with PNRs on Queue 9. QC/9*ALL 5. Display a queue count for all categories with or without activity. QC/9*ALL-A Subscriber Describe the queues most commonly used in a Worldspan agency and the functions assigned to each. Activity: HELP and INFO 1. Access HELP QUEUES and review the index. HELP QUEUES 2. Access INFO QNBR and review the more commonly used queues. INFO QNBR Page 13-8 11/01
Introduction to Worldspan Number Queue ID Description 0 Default Queue number is not specified in entry PNRs with booking errors that reject from non-air associates Participating airline rejects a PNR for a booking error or pricing question 1 Confirmation PNRs with action codes: KK, KL, UN, US, UC, NO 7 Schedule Change 9 Ticketing (TAW) 13 Ticketing (TRH) PNRs with schedule changes from all airlines PNRs for ticketing PNRs ready for ticketing at locations with an interface accounting system 19 Pricing PNRs that fail auto-pricing or PNRs that require rate desk pricing by the airline 86 PNR Search Queue placement for PNRs requested by an overnight or online PNR search 96 Follow-up PNRs placed on queue for follow-up action (seat assignments, tour payments, etc.) 97 Message Provides the capability for participating airlines and/or associates to send messages regarding PNRs 98 World Files World Files placed on queue for updates or corrections Accessing a Queue When a queue is accessed, Worldspan retrieves the first PNR, message, or World Files on queue and displays it on the screen. If a category is not included in the entry, Category 0 is assumed. If a date range is not included in the entry, Date Range 1 is assumed. If the category is empty when accessed, the response Q EMPTY displays. If a PNR or World Files is active in the AAA, it must be ignored prior to accessing a PNR or World Files queue. 11/01 Page 13-9
Lesson: Introduction to Worldspan Access and work queues on a daily basis. When you modify a PNR in queue, and end transaction, the PNR is removed from queue. Activity: Queue Access 1. Access HELP QACCESS and review the queue access entries. HELP QACCESS The entry to access a queue begins with Q/ followed by the queue and category numbers. 2. Access the Ticketing Queue (9) and your category. Working PNRs on Queue Q/9*CX (X = CATEGORY NUMBER) replace calls from airline, car, hotel, and WTS associates confirming requests or advising changes. PNRs on queue can be worked at one s convenience; however, queues should be accessed and worked daily. A PNR can be modified and ended, ignored, or removed from queue. When a PNR is modified and ended while on queue, it is removed from the queue. Ignore in Queue If a PNR is ignored while in queue, it is placed at the bottom of the queue. The PNR is not displayed again until all other PNRs have been accessed. When working in the Ticketing Queue, an EZ entry issues the ticket and other documents, and ends transaction. The PNR is removed from queue and the next PNR is displayed. Page 13-10 11/01
Introduction to Worldspan Activity: Ignore in Queue Ignore the PNR. The next PNR in your category is displayed. I Remove Items from Queue If a PNR, World Files, or message needs to be removed from queue when no action has been taken, there are several entries. Activity: Remove Items from Queue 1. Access HELP QREMOVE and review formats, in particular the entry QR. 2. Remove the PNR from queue. HELP QREMOVE QR Queue Exit When all PNRs, messages, or World Files on queue have been worked and ended, or removed from queue, the queue is exited. At times, it is necessary to exit a queue prior to completing your work. This is accomplished with one entry or a combination of entries separated by an end item (#). Activity: Queue Exit 1. Access HELP QEXIT and review the entries to exit a queue. 11/01 Page 13-11
Lesson: Introduction to Worldspan HELP QEXIT The entry to exit a queue is QX. The following entries exit the queue and complete an action to the PNR. Function QX#E QX#I QX#QR QX#QEP/8 Description Exit and end transaction Exit and ignore the PNR Exit and remove the PNR from queue Exit and place the PNR on another queue 2. Display your PNR in queue. *R 3. Exit and remove the PNR from queue. Queue Follow-up QX#QR Queue Follow-up allows PNRs to be placed on queue for future processing. All PNRs placed on queue using queue follow-up default to Queue 96. Queue followup entries end transaction on a PNR. The queue follow-up entry can include a request to redisplay the PNR. Activity: Queue Follow-up Message Tags 1. Access HELP QFOLLOW for follow-up entries. HELP QFOLLOW 2. Switch to the opposite window and access the list of message tags. Move down to view all the tags. <F8> Page 13-12 11/01
Introduction to Worldspan QF* MD A queue follow-up tag is appended to the queue follow-up entry indicating the action needed on the PNR. The tag is from the two letter code. You can create message tags for your agency using a free form message tag. When a PNR is displayed from queue, the message tag displays the reason for follow-up. One of the follow-up entries used frequently is adding a date and a message tag. 3. Enter a queue follow-up remark for the 9 th of next month, your category, and a message tag to reconfirm. QF*CX*09MMM$RC (X = CATEGORY NUMBER) The response is: ON Q/ followed by the record locator. 4. Display your PNR by record locator. *RECLOC ***ITEMS SUPPRESSED***/QF displays in the PNR. Queue followup remarks cannot be removed from a PNR. 5. To display the queue follow-up remarks, enter *QF and review the response. *QF Queue follow-up remarks are a permanent part of the PNR. 6. Ignore the PNR. I 11/01 Page 13-13
Lesson: Introduction to Worldspan Page 13-14 11/01