Tier i support_day2_6 (tony reviewed)

OpenTable Tier 1 Support Training Manual

1 Day 2 – OpenTable Electronic Reservation Book (ERB)

Plan for the day

Topic Overview OpenTable Electronic Reservation Book (ERB)Aspects Covered Intro to ERB 1 hour

ERB Hardware 1.5hrsBuild the ERB - Hardware swap, backup and restore 2 hrsCreating a Restaurant database in Flex – Software 2.5 hrs

Outcome The trainee should know how to setup an ERB and create a restaurant in Flex mode.

Core Knowledge – Introduction to ERB software

OpenTable’s Electronic Reservation Book (ERB) revolutionized the restaurant industry. Prior to the ERB’s launch in 1999, most restaurants were still taking reservations with a pen-and-paper system. With the ERB, restaurants were able to computerize their inventory and offer the ability to make reservations available online.

The ERB is a combination of software and hardware. Hardware is the physical devices that the software is loaded onto. We will first look into the software aspect of the ERB before moving ahead with the hardware.

The ERB software is used by restaurants for-Reservation Management, Guest Database Management, and Floor/ Waitlist Management

There are a variety of features available to support these functions:Reservation management: making/ changing/ canceling reservations, managing reservation arrivals, seating reservationsWaitlist & walk-in management featuresAdministrative functions: server sections, blocking tables, inserting assigned reservations, adjusting floor layouts/ sheets/ schedulesVarious views available, including: notes view, reserve view, floor view, grid viewAbility to print and export reportsEmail marketing campaigns

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Tier 1 Support Training


ERB Software versions

There are several different versions of our ERB software available, beginning with version 2.5X all the way through the current release of 10.7 (10.8 currently in field test as of this writing). Different versions of the software have different features and bug fixes available.

Version 10 FishBowl email marketing integrationText to wait functionManager for iPadRemote Manager

Required for PaymentsVersion 9 Credit card details stored in ‘Brain Tree’

Compatible with Win7.Available in Slot and Flex.Flex uses table combinations.Able to set table priority.

Version 8 Credit card details stored in ‘Brain Tree’ Compatible with Win7 (v8.0.2).

Version 7 Credit card details are saved on the ERB.They don’t have the following:

Status tabAverage wait listAverage turn timesSeat utilizationSlot utilizationServer performance

Now button is also on the panel.Not compatible with Win7.

Flex Vs. Slot SoftwareSlot software was the original type of software available to ERB customers. It was a more classic type of software and unfortunately Slot software had an uncanny way of allowing overbooking errors, so OpenTable released Flex software, an enhanced version, in 2010 to help restaurants better manage their books. Flex software allows restaurants to offer optimal availability without the risk of overbooking.

Though most restaurants installed since mid-2010 have been installed with Flex software, there are still many customers who use Slot and so that also needs to be learnt and addressed to by Support Staff.

Slot software is based on time slots and bookings and reservations are carried out based on time slots. As against this, Flex software uses Table inventory of a restaurant, so a table is booked for a time slot.Below is a comparison of Flex and Slot versions of ERB.

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Simply put, Flex improves the way the ERB handles reservations, changing from a time slot based system to a more intuitive system based on the actual tables in the restaurant. The goal is book optimization. Booking reservations based on real-time availability of tables, versus inflexible time slots, allows restaurants to offer more availability and larger party sizes, without the risk of overbooking.

Software Feature ERB Flex ERB Slot

Book reservations by time Offer accurate real-time availability by tables Add table combinations Pacing cut off: offer all availability till cap met Grid view of all tables and reservations turns Pre-assign and seat reservations & walk in guests Diary style view: Sheet & Book views Call the Wait for wait list parties Active Wait List: hold space for waiting guests Wait List Texting Close off availability by section Close off a reservation time on demand Add notes to table field on Floor view Manager for iPad

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Core Knowledge – ERB Hardware

Before we delve into some sample installations and the hardware that is used, let us look at some terminology

Client / Server - Client/server describes the relationship between two computer programs in which one program, the client, makes a service request from another program, the server, which fulfills the request. Although the client/server idea can be used by programs within a single computer, it is a more important idea in a network. In a network, the client/server model provides a convenient way to interconnect programs that are distributed efficiently across different locations.Router - A router is a device that forwards data packets between computer networks. This creates an overlay internetwork, as a router is connected to two or more data lines from different networks.

Modem - A modem (modulator-demodulator) is a device or program that enables a computer to transmit data over, for example, telephone or cable lines.

Some of the hardware that is used by ERB is -Terminals (Servers/Clients)

Legacy Hardware – currently out in the field, but no longer deployed NIB (new in box).Dell GX-60POSIFLEX TP5815 Deployed in February 2005, ceased winter 2008. We have redeployed refurbished systems in 2009 ONLY for hardware swapsIBM S50 8086-A5U Deployed in fall 2004, ceased March 2006Lenovo M51 8104-BKU Deployed in 2006, ceased March 2007IBM x336 rack-mount Deployed winter 2006, ceased spring 2007Lenovo M55 Deployed spring 2007, ceased winter 2008Lenovo M57 6071 A3U initially for replacements only, but started being deployed for new installs September 2008, ceased March 2009POSIFLEX KS6615 Deployed in June 2008, ceased December 2008Lenovo A61e 6449-11G deployed in March 2008, ceased December 2008

Lenovo ThinkCentre M58 Eco 7637-W2N (refurbished units currently being deployed for swaps)HP DC7900 (refurbished units currently being deployed for swaps)

Lenovo m72 “Tiny” (Refurbished units currently being deployed for swaps) Lenovo m73 “Tiny” (Only NEW hardware being shipped as of June 2014)

IBM Rack Mount Server x3550 (recently discontinued / moving to virtual)Model is offered, but primarily used within Ritz-Carlton properties

Touch Screen MonitorsLegacy Hardware – currently out in the field, but no longer deployed NIB (new in box).

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G-Vision - 12.1” display, came with either easel or pedestal stand, and used for replacement only.

ELOCurrent vendor being deployed with desktop systems; Available ONLY with pedestal standStandard size is 15” screenOlder versions look similar to G-Vision; Also previously deployed with Dell terminals; Other large sizes (15”) were also deployed.

Chit PrinterLegacy Hardware – currently out in the field, but no longer deployed NIB (new in box).

Epson TM88III and POSIFLEX Aura 7000 – parallel onlyCitizen CT-S310 Thermal POS Printer – USB or parallel

Citizen CT-S310II Thermal POS Printer (currently being deployed)USB, cost - $299.00 USD, $375.00 CAD

Customer Supplied HardwareModemRouterInkjet printer (optional)

Samples of Restaurant setups

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Some Terminology

FTPFile Transfer Protocol (FTP) is a standard network protocol used to transfer files from one computer to another over the Internet. FTP is built on a client-server architecture and utilizes separate control and data connections between the client and server. OpenTable uses the FTP protocol to transfer files from the server ERB at the restaurant to our server and vice versa.The types of files would include backup, software installers (OpenTable), and device drivers (printers, touch screen). The address for OpenTable’s FTP server is ftp.opentable.com. Windows Explorer, an FTP client (i.e. Filezilla) or the command line interface (CLI) can be used to connect to the FTP server to either upload or download files.

BackupsThe OpenTable server ERB is constantly creating backups automatically. Backups can also be created manually. Backups are located in C:\Program Files\OpenTable\BackupThe various types of backups include:1. Backups created on an hourly basis (opentable.hot)2. Previous opentable.hot files (Opentable_A.bak to Opentable_W.bak)3. <day>.hot files (Monday.hot, Tuesday.hot)

a. These are the daily backups that are pushed to the FTP site on a nightly basis4. Backups created before someone makes changes to their sheets, floor, schedule under the admin

view (ConfigTool-x.hot)

Backups reside on the server ERB’s hard-drive, and can reside on an USB memory stick attached to the ERB. Nightly backups from the server ERB go to our FTP (file transfer protocol) site, where we keep up to seven days of backups for each restaurant.FTP backups will only work if there is an internet connection – if there was no connect ion, there would be no means of uploading the file to our FTP site. There This is where the importance of the restaurant having a USB key attached to the OpenTable system comes in – if the computer doesn’t have internet, the backups will continue to be backed up to the USB memory stick. If the hard drive crashes (BSOD), the backups on the USB memory stick would be available for us to use.

RestoresRestoring an OpenTable database is necessary in cases like:1. A restaurant’s server ERB crashes and we need to send them a replacement system. In the

meantime, we would need to decrypt and download their latest FTP backup and restore it on one of

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Anthony Sarkisian, 06/03/14,

Images are correct, but should be updated at some point to show modern hardware


the sandbox systems. This will allow us to run a reservation report using the restaurant’s latest backup, export it out as a PDF, and email it to the restaurant so they have their booking details until the replacement arrives. (if the autoreports tool is unavailable)

2. Restaurant calls in to complain that their server ERB system is slow. We determine that the computer needs to be replaced, so a request is put in to send them a faster, replacement system. While the restaurant is waiting for the replacement to arrive, they continue to use the server ERB. When the replacement arrives and the restaurant lets us know they are ready to replace it, a support agent will need to:

a. Remote into the server ERB and create a backup of the restaurant’s database using the methods outlined in this document

b. Copy both the backup file itself along with the corresponding archive file to either a USB memory stick attached to the ERB (if available) or log into the ftp.opentable.com from the server ERB to upload the files to the temp directory

c. Once agent confirms that backups have been successfully copied or uploaded, the agent will direct the restaurant to disconnect the defective ERB, plug in the replacement ERB and power it on

d. Remote into replacement ERB and retrieves backup files either from USB memory stick or FTP site

e. Once files have been downloaded, files are restored on ERB via methods outlined in this document

It is very important you are very mindful about what backups you are creating and restoring – verify that the backup you are restoring is the latest one you created! Disaster can strike an older database is restored by mistake, especially if the restaurant has started using the system after the restore takes place. If after a few hours of use of their ERB (they’ve added many bookings, seated several parties, cancelled/no showed/confirmed a handful of bookings) the restaurant discovers they are missing booking information that was there prior to the restore, they would lose any data they’ve put in during those few hours if we were to restore the correct backup.

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Core Knowledge – ERB Hardware Swap

Here are some guide lines how a swap should be performed:Assisting a customer with setting up any OpenTable provided equipment.We are responsible for pulling a backup for Server replacements. This may also include converting an OpenTable Client back from being a Temp Server.

If the site is offline prior to or after the swap you must attempt to push a hot backup. The exceptions to this would be if the replacement is a client terminal or the server is dead(Still try to see if the backup on the USB flash key is newer than the FTP backup that was sent). If they are offline and you are unable to VNC/Support Tool in, you are to walk the customer through pushing a hot backup from within the software.

NOTE - Never under any circumstances provide the Crump3t$ password.

The backup that is created from within the software is located in the backup folder, and will be named ConfigTool - 1,2,3,4, or 5.hot. To find the most recent backup/archive, click the modified by date column to move the most recent backups to the top, and copy the backup file along with the most recent OpenTable archive file to the USB flash key. If connectivity is present but the ability to VNC/Support Tool is not, use one of the applicable FTP logins.

Check to make sure the Date and Time are correct prior to restoring DB. Calibrate any touch-screens. Install and test all printers. This includes downloading any drivers if not present. Tip: Some of these steps can be done at the same time as the restore.

Repair/Verify Server software, making sure to load the most recent files. You can only restore *.hot backups with *.hot archives or *.otz backups and *.otz archives.

Make sure any OTD/OTA, or Multi-view licenses are working.

Schedule a FedEx pickup for all pieces of equipment. The pickup confirmation page including pickup address and contact info, date/time, and PRP number must be copied and pasted into all hardware tickets, not just one if they received multiple pieces.

Make/cancel a test reservation. Set site to Reserve Now from Temp Inactive if necessary. Make sure to create an SR to confirm FTP backups are working.

Once all of the above steps have been completed, hand all hardware tickets to Equipment Returns.

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Core Knowledge – Decrypting backup from ROMS and retrieving it

Decrypt1. Under the restaurant’s profile, click on the Hardware button to bring up their hardware Inventory

information

2. Click on Restore FTP Backup3. A window comes up that shows you all available backups to decrypt

4. Highlight the backup you want to decrypt – in this example, we are going to use Friday.otz

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5. Click on Decrypt Backup6. You will get a prompt confirming that the file is being decrypted. Press OK.

Retrieve1. On the computer you want to download the computer to, log into ftp.opentable.com using

Windows Explorer (you can do this by clicking My Computer on the desktop, and typing in ftp.opentable.com in the address field)

2. Type in otbackup as the username3. The password for the otbackup login is located in the support wiki

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4. Once logged in, find the backup that has the RID and your initials in the file name. In this example, 7382_S_G_Friday_XXX.otz is the file is the file that needs to be retrieved.

5. Drag the file from the window to the desktop – this will initiate a download and you’ll see a progress window come up

6. Once the file has been downloaded, close out of the FTP window

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Core Knowledge – Generating a manual database backup

Within the OpenTable software1. Go to the Admin View2. Click on Floor Layouts, Sheets and Schedules

3. You’ll be prompted to create a backup of your database

4. Once the backup has been completed, you’ll find the file under the directory C:\Program Files\OpenTable\Backup

5. The name of the file that was created from this is ConfigTool-1.hot. In the example below, you’ll notice that there are other ConfigTool-x.hot files – those are from previous times when someone went into Floor Layouts, Sheets, Schedule and created a backup. ConfigTool-1.hot will be the most current version.

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6. If you wanted to restore ConfigTool-1.hot backup, you’ll also need to make sure you have the latest opentablearchive_X.otz file available. In the example below, the latest archive file is opentablearchive_86.hot. The archive file with the highest number is the most current one.

In OTSetup.exe1. Close out of the OpenTable software by pressing Shift-F102. Browse to the directory C:\Program Files\OpenTable\OTConfig3. Launch OTSetup.exe – it will prompt you for a password, which can be found in the support Wiki

4. Click OTBackup on the left hand side5. Click Backup Database

6. A warning will come up “All Clients Will Be Forced to reload. Continue?” – click yes7. A prompt will come up “Backup the opentable database now?” – click yes

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8. A window will show the progress of the backup. You can also find the status of the backup on the bottom of the window under “Status”

9. Once completed, the progress window will disappear - on the bottom of the OTSetup.exe window; you’ll get confirmation that the backup was successful.

10. You’ll find the just created backup under the directory C:\Program Files\OpenTable\Backup11. Two files were generated from this method of backup: OTBackupNow.otz and

OTBackupArchiveNow.otz. You’ll need both of these files if you want to restore this specific database backup.

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Core Knowledge – Restoring a database

1. Close out of the OpenTable software if it is open by pressing Shift-F102. Browse to C:\Program Files\OpenTable\Software\OTInstallFiles3. You may find that there are a few folders with different versions of OpenTable – select the folder

that has the highest number. In this example, we will be opening up the folder for Version 9.2

4. Find setup.exe and launch it. If you do not see setup.exe, there should be a file OTServerSetup_X_X_XXXX.exe (X representing the version number) – launch this one if setup.exe is not available. (see following examples)

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5. Select the option “Repair/verify software and load another database” and then click next

6. Under Choose Destination Location screen, click browse and find the Primary Database you want to restore. In the picture below, we will restore the OTBackupNow.otz file. Click next.

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7. On the next screen, you will be prompted to locate the archive database. In this example, we are going to select OTBackupArchiveNow.hot. If you’re restoring another type of backup such as <day>.hot (i.e. Monday.hot), or ConfigTool-1.hot and you’re prompted to select an archive database, you would use the latest opentablearchive_X.otz archive.

8. On Verify/repair this database screen, click next9. On the Restaurant Information screen, leave the RestID as is and click next10. On Locale Information screen, leave the locale as is and click next11. On Begin Installation screen, click next12. OpenTable will show the progress of the restore13. Once the restore is completed, click finish.

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Core Knowledge – Flex Software – Creating a Floor Plan for a Restaurant

Process to create a restaurant

Building a Floor PlanThe floor plan (FP) is mainly used by restaurants during service. They will use the FP to manage the floor and keep track of guests. The FP design will impact the Flex and Slot systems differently, but in both cases, a table must exist on the FP to be “seated” in the system (this is not the case with “assumed seated”).

Login asIn the ERB software, click Admin. From the Admin screen, you can choose the requisite tab / option –

Floor Plans (Floor Layouts) can be created, edited or deleted from the Floor Layouts tab:

Click on “Add” to add a floor plan. Adding a Floor Plan will open the Properties tab of the new Floor Plan.Page | 20

Build a Floor Plan

Build a Sheet

Set a schedule


From the “Edit Floor Layout” tab, Create, edit and delete individual tables and control the appearance of the Floor Plan from the Edit Floor Layout tab.

The horizontal and vertical slides will change the size of the table(s). You can also adjust these dimensions by changing the numbers directly.

The “Design Tool Bar” has shortcuts that you can use to space and place your tables Page | 21

Open Text Field, max 5 characters

Party Size (1 to 12)

Can add multiple tables up to 9

Used to customize table shape


You can Create, edit, and delete table combinations from the Combine Tables tab.

To add a buy-outFrom the “Edit Floor Layout” tab, select BO as the buy-out plan under Table#. Select any shape or size, and place anywhere on the floor. You can add number of table to the buy out as well.

Then create a Buy Out In-House Sheet. Select the Shift and the Seating. Select the In-House Only 1 or In-House Only 2. Selecting an In-House Shift gaurantees that availability will not appear Online. The Buy Out Sheet can be made for a specific service, e.g. Lunch, Dinner, or an all-day sheet to cover all services.

Assign the Buy Out Floor Layout under “Properties”. Select Buy Out Layout and move to Assigned.

Adjust Sheet settings – Adjust the pacing. Set the pacing number at the restaurant’s max for a Buy Out, e.g. 500. (Turn times will not influence this Sheet; hence you are not required to adjust this setting).

Adjust the BO Table (Edit Sheet). Adjust the Max capacity and table Type. Then, select “Change” to change the “Party Size Max”. Then, Change table Type from Standard to Walk-In. Then Save the Changes.

Then, assign the Buy-Out sheet to a particular date and close the corresponding online shift.

Book a Buy Out using the Floor View and Complete the reservation as normal.

Building a Sheet for a Restaurant

The Sheet controls availability for a particular shift. As we create availability on the floor plan, we control this availability (add restrictions) in the sheets. Sheets can represent different services, as well as be specific to certain days of the week.

Like the Floor Layouts window, adding a Sheet will open the Properties tab of the new Sheet. You can then add the sheet name and add details, like the Shift (Breakfast, brunch, dinner, etc), seating times, etc.

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Alignment Spacing Rotation


Setting a Schedule

The Schedule controls availability for a particular day. As we configure how availability should be offered in the Sheets, we determine what Shifts this availability should be applied to. We can have different approaches to availability on different days of the week, by assigning different sheets. We can have these sheets be our day-to-day default, assign them for a certain range of time or for a single day.

The “Calendar View”:

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S ingl e D a y

Assignment

Create a floor plan with 10 tables.How does manual and auto-combination of tables work?

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Date post:	19-Oct-2014
Category:	Technology
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Tier i support_day2_6 (tony reviewed)

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