xxx ClientBase Browser Manual

Transcription

1 xxx ClientBase Browser Manual January, 2015

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3 Table of Contents ClientBase Browser Intro & Setup How Does ClientBase Fit In? My Computer Can Do More? What is ClientBase? It s About Building and Maintaining Relationships...20 What Can ClientBase Do? How Do I Learn the Benefits of this Valuable Tool? ClientBase Browser Version Configuration Settings Log Into ClientBase Browser & Run Diagnostics Forgot My User Name/Password Session is About to End Set Up Global Defaults in Windows to Use ClientBase Browser Set Up ClientBase Browser Set Up Agency Branch Settings Branch Settings Create User Logins and Permissions Import Profile Data From an ASCII (.txt) File Using the ClientBase Import Wizard Set Up Settings (Global Defaults) Default Field Values for New Profiles Profile More Field Categories Marketing Categories and Marketing Codes User Defined Fields Communication Defaults Group Lists...46 Membership ID Fields Merge to PNR Settings Merge to PNR Rules...49 ClientBase 1/21/15 3

4 Set Up a New PNR Rule Auto-Case Converter Settings Document Templates Reminder Alarm Settings Client Survey Settings Default Field Values for Res Cards Res Card More Fields Categories Res Card Insurance Prompting Res Card Tax and Commission Defaults...58 Default Field Values for New Invoices Batch Reminder Settings Host Codes Travel Types Live Connect Providers Live Connect Logins Header and Footer - Invoices or Trip Proposals How to Set Up User Level Logos in Headers/Footers Required/Optional Fields Getting to Know ClientBase Introduction ClientBase Main Screen Meet the Browser Items Meet the File Managers, Tools, Help, Log Out Profiles File Manager Activities File Manager Res Cards File Manager Help Meet the Menu Items Merge Options Res Card Note, Mailer, Reminder Reports Meet the Search Filters Simple Search Advanced Search Meet the Navigation Bar Select Columns Sort by Columns ClientBase 1/21/15 4

5 Saved Searches Meet the Search Results...81 An In-Depth Look at Client Profiles Introduction...83 Types of Client Profiles...83 Create a New Client Profile...83 Anatomy of a Profile...85 Menu Bar Creation of Note/Mailer/Reminder is found in chapter, An In-Depth Look at Activities.87 Header Information Profile Indicators Date Fields Detailed Review of Information Links General Info Link Communication Link Remarks Link Marketing Codes Link Travelers Link Activities Link Credit Cards Link Loyalty Programs Link Res Card Link Travel History Link Groups Link Attachments Link PNR Entries Link More Fields Link Using the Profile Manager to Manage Your Profiles Introduction Search Profiles Date Fields Simple Search Filters Advanced Search Link a Traveler to Profile from Profile Manager Search Search Results Screen Navigation Bar Select Columns Sort by Columns Query Results Count ClientBase 1/21/15 5

6 Profile or Traveler/Contact Level Results Save Searches for Easy Access Using Date Formulas in Your Saved Searches Adding New Profiles Case Converter Global Modify Putting Profiles to Work for You Introduction Merge to Document Using to Merge Document Create a Mailer Merge to Set Up ClientBase with Mail Server s SMTP Settings Using Merge to Sending Text Messages from Any Program Merge to File Using Merge to File Merge to Printer Merge to Label Merge to PNR Using the Merge to PNR Feature GDS Selection Link Additional Entries Link An In-Depth Look at Activities Introduction Overview of Activities Types Notes Reminders Mailers Mailer Entry Screen Using the Activity Manager to Manage Your Activities Introduction Search for Your Activities Simple Activity Search Advanced Activity Searches ClientBase 1/21/15 6

7 Activities Results Screen Navigation Bar Select Columns Sort by Columns Saving Searches for Easy Access Using Date Formulas in Your Saved Searches Working with Search Results Adding New Activities An In-Depth Look at Res Cards Introduction Ways to Create a New Res Card Res Card General Info Res Card Menu Items Res Card Links Basic Steps to Input & Create a Res Card/Invoice in ClientBase Generate an Invoice Refund Invoices Setting Up to Refund Invoices Using Generate Refund Refund Examples Invoices Link Itinerary Report Link Activities Link Attachments Link More Fields Link An In-Depth Look at Live Connect Introduction AFCNET Set Up AFCNET Live Connect Live Connect Features Supported by AFCNET Create New AFCNET Reservation in Live Connect Import Existing AFCNET Reservation Made Outside of ClientBase Retrieve an Existing AFCNET Reservation for Editing or Cancelling All About Travel Set Up All About Travel All About Travel Live Connect Features Create New All About Travel Reservation in Live Connect Import Existing All About Travel Res Made Outside of CB Retrieve an Existing All About Travel Res to Edit/Cancel ClientBase 1/21/15 7

8 Allianz Travel Insurance - Website (formerly Access America) Set Up Allianz Travel Insurance Live Connect Live Connect Features Supported by Allianz Travel Insurance Create New Allianz Travel Insurance Reservation in Live Connect Amadeus AgentNet VAX (Not Available in CBO Stand Alone) Set Up Amadeus AgentNet VAX Amadeus Agentnet VAX Dynamic Participating Vendors & Codes Create New Reservation in Live Connect Import Existing Reservation Made Outside of ClientBase Retrieve an Existing Reservation for Editing or Cancelling Amadeus Cruise (Not Available in CBO Stand Alone) Set Up Amadeus Cruise Amadeus Cruise Participating Vendors & Vendor Codes Amadeus Cruise Live Connect Features Create Amadeus Cruise New Reservation in Live Connect Import Existing Amadeus Cruise Res Made Outside of CB Retrieve an Existing Amadeus Cruise Res to Edit/Cancel American Express Vacations Set Up American Express Vacations American Express Vacations Features Create New American Express Vacations Reservation Import Existing Reservation Made Outside of ClientBase Retrieve an Existing Reservation for Editing or Cancelling Apple Vacations Set Up Apple Vacations Apple Vacations Live Connect Features Create New Apple Reservation in Live Connect Import Existing Apple Res Made Outside of ClientBase Retrieve an Existing Apple Res to Edit/Cancel Auto Europe Set Up Auto Europe Auto Europe Features Create New Auto Europe Reservation Avanti Destinations Set Up Avanti Destinations Avanti Destinations Features Create New Avanti Destinations Reservation Import Existing Avanti Destinations Res Made Outside of CB Retrieve an Existing Avanti Destinations Res to Edit/Cancel Brendan Vacations ClientBase 1/21/15 8

9 Set Up Brendan Vacations Live Connect Live Connect Features Supported by Brendan Vacations Create New Brendan Vacations Reservation in Live Connect Casa Travel Set Up Casa Travel Live Connect Live Connect Features Supported by Casa Travel Create New Casa Reservation in Live Connect Import Existing Casa Reservation Made Outside of ClientBase Retrieve an Existing Casa Reservation for Editing or Cancelling CCRATravel Hotel Booking Portal Set Up CCRATravel Hotel Booking Portal CCRA Travel Hotel Booking Portal Features Create New CCRA Travel Hotel Booking Portal Reservation Retrieve an Existing Reservation for Editing or Cancelling Centrav Set Up Centrav Live Connect Live Connect Features Supported by Centrav Create New Centrav Reservation in Live Connect Import Existing Centrav Res Made Outside of ClientBase Retrieve an Existing Centrav Res to Edit/Cancel Classic Vacations Set Up Classic Vacations Classic Vacations Live Connect Features Import Previously Made Classic Vacations Reservation Details Contiki Vacations Set Up Contiki Vacations Live Connect Live Connect Features Supported by Contiki Vacations Create New Contiki Vacations Reservation in Live Connect Globus and Cosmos Family Set Up Globus and Cosmos Family Globus and Cosmos Family Features Create New Globus and Cosmos Reservation Import Existing Globus/Cosmos Res Made Outside of CB Retrieve an Existing Globus/Cosmos Res to Edit/Cancel Globus Family Agent Lingo (Canada) Set Up Globus Family Agent Lingo Globus Family Agent Lingo Features Create Globus Family Agent Lingo Reservation Import Existing Reservation Made Outside of ClientBase Retrieve an Existing Reservation for Editing or Cancelling ClientBase 1/21/15 9

10 Insight Vacations Set Up Insight Vacations Live Connect Live Connect Features Supported by Insight Vacations Create New Insight Vacations Reservation in Live Connect itravelinsured Set Up itravelinsured Travelinsured Live Connect Features Create New itravelinsured Reservation in Live Connect Manulife Global Travel Insurance Set Up Manulife Global Travel Insurance Manulife Global Travel Insurance Features Create New Manual Global Travel Insurance Reservation MHRoss.com Set Up MHRoss.com MHRoss.com Features Create New Global Alert Reservation MLT WorldAgent Direct Set Up MLT WorldAgent Direct MLT WorldAgent Direct Live Connect Features Create New MLT WorldAgent Reservation in Live Connect Import Existing WorldAgent Res Made Outside of CB Pleasant Holidays Set Up Pleasant Holidays Pleasant Holidays Live Connect Features Create New Pleasant Reservation in Live Connect Import Existing Pleasant Reservation Made Outside of CB Retrieve an Existing Pleasant Res to Edit/Cancel Hawaii World Bookings Polar Online Set Up POLAR Online Polar Online Live Connect Create New Polar Reservation in Live Connect Import Existing Polar Reservation Made Outside of ClientBase Retrieve an Existing Polar Reservation for Editing or Cancelling PrimeSport Set Up PrimeSport PrimeSport Live Connect Features Create New PrimeSport Reservation in Live Connect RBC Insurance Set Up RBC Insurance ClientBase 1/21/15 10

11 RBC Insurance Features Create New RBC Insurance Reservation Regent Seven Seas - Partner Access Set Up Regent Seven Seas - Partner Access Live Connect Regent Seven Seas - Partner Access Features Create New Regent Seven Seas - Partner Access Reservation Retrieve an Existing Reservation for Editing or Cancelling RoamRight Travel Insurance Set Up RoamRight Travel Insurance RoamRight Travel Insurance Features Create New RoamRight Travel Insurance Reservation Sabre Cruises Set Up Sabre Cruises Live Connect in ClientBase Sabre Cruises Participating Vendors and Vendor Codes Live Connect Features Supported by Sabre Cruises Create New Sabre Cruises Reservation in Live Connect Import Existing Sabre Cruises Res Made Outside of ClientBase Retrieve an Existing Reservation Sabre Cruises to Edit/Cancel Sabre Vacations - Canada (Sirev/Revnet) Additional Set Up in ClientBase for Sabre Vacations - Canada Sabre Vacations - Canada Participating Vendors and Vendor Codes Live Connect Features Supported by Sabre Vacations-Canada Create New Sabre Vacations-Canada Res in Live Connect Sabre Vacations - US Set Up Sabre Vacations Sabre Vacations - Dynamic Participating Vendors and Vendor Codes Sabre Vacations Live Connect Features Create New Sabre Vacations Reservation in Live Connect Import Existing Sabre Vacations Reservation Made Outside of ClientBase Retrieve an Existing Sabre Vacations Reservation for Editing or Cancelling 301 ShoreTrips Set Up ShoreTrips Create ShoreTrips New Reservation Import Existing Sabre Vacations Reservation Made Outside of ClientBase Retrieve an Existing Sabre Vacations Reservation for Editing or Cancelling 305 Signature CruiseConnection Set Up Signature CruiseConnection Live Connect in ClientBase Signature CruiseConnection Participating Vendors and Vendor Codes Signature CruiseConnection Features Create New Signature CruiseConnection Reservation ClientBase 1/21/15 11

12 Import Existing CruiseConnection Reservation Made Outside of ClientBase 309 Retrieve an Existing Reservation for Editing or Cancelling Squaremouth Travel Insurance Set Up Squaremouth Travel Insurance Squaremouth Travel Insurance Features Create New Squaremouth Travel Insurance Reservation Tandem from Passport Online Set Up Tandem from Passport Online Live Connect Tandem from Passport Online Participating Vendors and Vendor Codes Live Connect Features Supported by Tandem from Passport Online Create New Trafalgar Reservation in Live Connect Import Existing Reservation Made Outside of ClientBase Retrieve an Existing Reservation for Editing or Cancelling TIC Travel Insurance You must be an existing TIC advisor to book online with Live Connect Set Up TIC Travel Insurance TIC Travel Insurance Features Create New TIC Travel Insurance Reservation Import Existing TIC Travel Insurance Reservation Made Outside of ClientBase324 Retrieve an Existing Reservation for Editing or Cancelling Trafalgar Set Up Trafalgar Live Connect Live Connect Features Supported by Trafalgar Create New Trafalgar Reservation in Live Connect Transat Travel Insurance Set Up Transat Travel Insurance Transat Travel Insurance Features Create New Transat Reservation Travel Bound Set Up Travel Bound Travel Bound Features Create New Travel Bound Reservation Import Existing Travel Bound Reservation Made Outside of ClientBase Retrieve an Existing Reservation for Editing or Cancelling Travel Bound - Canada Set Up Travel Bound - Canada Travel Bound Features Create New Travel Bound Canada Reservation Import Existing Travel Bound Reservation Made Outside of ClientBase Retrieve an Existing Reservation for Editing or Cancelling ClientBase 1/21/15 12

13 TIC Travel Insurance You must be an existing TIC advisor to book online with Live Connect Set Up TIC Travel Insurance TIC Travel Insurance Features Create New TIC Travel Insurance Reservation Travelex Insurance Services Set Up Travelex Insurance Services Travelex Insurance Services Live Connect Features Create New Travelex Reservation in Live Connect Travel Guard eztips Travel Impressions Set Up Travel Impressions TravelSafe Vacation Insurance Set Up TravelSafe Vacation Insurance TravelSafe Live Connect Features Create New TravelSafe Reservation in Live Connect TravTech CruiseBase Set Up TravTech CruiseBase TravTech CruiseBase Vendors and Vendor Codes TravTech CruiseBase Live Connect Features Create New CruiseBase Reservation in Live Connect Import Existing CruiseBaseReservation Made Outside of ClientBase Retrieve an Existing CruiseBase Res to Edit/Cancel Tripology Set Up Tripology Live Connect Live Connect Features Supported by Tripology Import a Lead from Tripology Vacation Expess Set Up Vacation Express Vacation Express Live Connect Features Create New Vacation Express Reservation VacationSelect Set Up VacationSelect VacationSelect - Dynamic Participating Vendors and Vendor Codes VacationSelect Live Connect Features Create New VacationSelect Reservation in Live Connect Import Existing VacationSelect Res Made Outside of ClientBase Retrieve an Existing VacationSelect Res to Edit/Cancel VAX VacationAccess Vacations Set Up VAX Vacation Access Vacations ClientBase 1/21/15 13

14 VAX Tour - Dynamic Participating Vendors and Vendor Codes VAX VacationAccess Vacations Live Connect Features Create New VAX Reservation in Live Connect Import Existing VAX Reservation Made Outside of ClientBase Retrieve an Existing VAX Reservation for Editing or Cancelling Walt Disney Parks and Resorts Set Up Walt Disney Parks and Resorts Walt Disney Parks and Resorts Features Create New Walt Disney Reservation in Live Connect Import Existing Reservation Made Outside of ClientBase Retrieve an Existing Reservation for Editing or Cancelling Using Inventory Introduction Selling Inventory Searching for Inventory Pulling From Inventory Allocating Inventory Across Sync Primary and Sync Copy Databases Using the Res Card Manager to Manage Your Res Cards Introduction Search for Your Res Cards Simple Res Card Search Advanced Res Card Search Results Screen Navigation Bar Select Columns Sort by Columns Saving Searches for Easy Access Using Date Formulas in Your Saved Searches Working with Search Results Creating New Res Cards An In-Depth Look at Vendor and Service Provider Profiles Introduction Create a New Vendor/Service Provider Profile Anatomy of a Vendor Service Provider Profile Menu Bar Header Information ClientBase 1/21/15 14

15 Profile Indicators Detailed Review of Links General Info Link Communication Link Remarks Link Agency Remarks Link Marketing Codes Link Contacts Link Activities Link Travel History Link Groups Link Attachments Link An In-Depth Look at Agent Profiles Introduction Create a New Agent Profile Anatomy of an Agent Profile Menu Bar Header Information Profile Indicators Detailed Review of Links General Info Link Communication Link Remarks Link Contacts Link Activities Link Travel History Link Groups Link Attachments Link PNR Entries Link More Fields Link An In-Depth Look at Other Profiles Introduction Create a New Other Profile Anatomy of an Other Profile Header Information Menu Bar Header Information Profile Indicator Detailed Review of Links ClientBase 1/21/15 15

16 General Info Link Communication Link Remarks Link Contacts Link Activities Link Groups Link Attachments Link An In-Depth Look at PNR Import PNR Import For Amadeus Setup Instructions Steps To Import a PNR from Amadeus PNR Import For Apollo/Galileo Setup Instructions Steps to Import an Apollo/Galileo PNR Trams Back Office Users and the Apollo PNR Import PNR Import For Sabre Setup Instructions Steps to Import a Sabre PNR Trams Back Office Users and the Sabre PNR Import Set Up PNR Import For Worldspan Setup Instructions Steps to Import a Worldspan PNR Synchronize the Primary Database with a Trams Hosted Copy What Is ClientBase Synchronization? What is Trams Sync Web Service? How It Works Synchronization Frequently Asked Questions What Can I Do in the Primary DB That I Can t Do in the Sync Copies? Where Can I Find Information in My Program Concerning Sync? What If I Change the Same Profile in Each DB? What Happens If I Delete a Record in One DB? What Does NOT Synchronize? Do Invoices Generated from the Res Card in the Sync Copy DB? What If I Do an End of Period in My Primary DB? Can I Log into Trams Back Office From Any DB Other Than the Primary Database?461 How Do I Allocate Inventory Across Sync Primary and Sync Copy Databases461 ClientBase 1/21/15 16

17 Chapter 1 ClientBase Browser Intro & Setup This introduction provides a general overview of ClientBase, how it fits into agency operations, what it is, what it can do for your agency and front-line agents, and how to get started using the program. How Does ClientBase Fit In? Look around your desk. What do you see? Pictures of family, a phone, a calendar from one of the cruise lines, facial tissue. But wait! What s that behind all those Post-it notes? It s a computer! In most cases, it was put there as a terminal for a Computer Reservation System (CRS), or as it s called now days, Global Distribution System (GDS). If you are like many agents, you use it to book travel for clients and to find information on airfares, seats, hotel rooms, car rentals, etc. You may even use it to handle and browse the web, but not much more. My Computer Can Do More? That brings us to the point we want to make. The computer is a powerful tool that may not be being used to its full potential. That s where software comes in. Software programs are the different hats that your computer can wear to help you do things. ClientBase turns your computer into a customer relationship management tool. Other software programs allow you to design illustrations, navigate the internet, manage your accounting information, write books or even print information on worldwide destinations. The list of things that software programs can do continues to grow and grow. Many of them can be running along with your GDS simultaneously, and with a simple click of the mouse on your task bar, you can move among them. All of this can be a great benefit to you at work, but it starts with you being open to a new way of working and to new tools that may help you do your job better -- even make your job easier. What is ClientBase? ClientBase is a tool for selling travel. It s an easy-to-use marketing database system developed specifically for travel agents. The program gives you flexibility in maintaining the marketing and travel demographic components of your clientele. Not just another software program, ClientBase 19

18 ClientBase Browser Introduction & Setup represents an evolving solution to your customer relationship management (CRM) needs an automated reservation card feature. It s About Building and Maintaining Relationships ClientBase organizes all the client information you decide is relevant for marketing, and gives you an easy way to access that information quickly. From the outside, ClientBase is a powerful tool designed to help you sell travel to people. Inside, you will find key features that assist you in building and maintaining lasting relationships with your clients, while providing contact management and an automated res card system. You know how important it is to maintain a good relationship with your clients, especially if you are a travel professional specializing in leisure travel. You succeed by creating a bond, building trust and by matching the right travel products and services with your customers. However, keeping track of the increasing quantity of leisure travelers and complexity of travel packages is a difficult task. You need an easy-to-use tool that allows you to access the pertinent information you have stored for every client. ClientBase is that tool. What Can ClientBase Do? ClientBase helps your agency build, organize and utilize information about your clients so you can sell more travel. It helps your agents qualify customers, work more efficiently and organize schedules. Below are just a few of the things that can be done with ClientBase: - Agents share valuable client profile data because ClientBase is running on your agency network. - Shares the Trams Back Office database (if you have this accounting program) and provides Agents live access to Travel & Payment History - Controls Agent Access with Built-In Security - Streamlines marketing with Point-and-Click Codes - Generates targeted client lists with flexible queries - Prints Custom Letters or sends s quickly and easily with Document Templates - Saves time and duplication with Merge to PNR - Communicates quickly with targeted clients using blast - Organizes agent activities with Activity Manager - Keep all details on the customer s trip and print out Trip Proposals, Itineraries, and Invoices. Use Batched Reminders to create multiple trip reminders at the click of the mouse. - Accesses automated Res Cards that generate invoices directly in Trams Back Office (without any data entry in CRS) - Allows the creation of inventory items to block space to integrate into the reservation area of Res Cards How Do I Learn the Benefits of this Valuable Tool? This documentation has been designed for both the front-line agents and the agency management 20

19 ClientBase Browser Introduction & Setup and marketing teams. It is accessible electronically via our website ( and within your ClientBase program Help Files. On the Trams and ClientBase Products and Services website at Trams under the Training ClientBase Browser Documentation link, access the ClientBase Browser QuickStart Training Program, an all-inclusive training package for owners/managers to quickly implement ClientBase in your agency and maximize its many CRM benefits. Trams also offers a series of on-line training sessions on our WebEx ClientBase link under Training ClientBase Browser link. These courses break the program down into digestible bites and provide live handson instruction within a small group. Recorded WebEx classes on ClientBase features are also available on the website under the Training ClientBase Browser link. We offer unlimited technical support by calling our team of highly trained support personnel at , ing them at Trams.CBSupport@sabre.com or faxing them your question to Let s face it, everyone learns in different ways and at different paces. Here at Trams, we provide you with a multitude of ways to learn ClientBase because the sooner you begin reaping the benefits of ClientBase, the sooner you ll be SELLING MORE TRAVEL. We re sure of it. ClientBase Browser Version Configuration Settings ClientBase Browser configuration settings (these are found in the area. Our suggestion is to leave all Defaults, but customize the following for use by your agency: Profile Indicator Icon defaults to "True" but can be changed to "False" if you would like to hide the ability to see these icons inside the client profile. Profile Columns Link Enabled defaults to "True" but can be changed to "False" if you would like to hide the ability to display and change the fields available within the Profile Manager Query results. Agency Commission Fields Enabled defaults to "True" but can be changed to "False" if you would like to hide the ability to display and change the agency commission fields located within the Res Card and Travel History. Inventory Icon Enabled defaults to "True" but can be changed to "False" if you would like to hide the Pull from Inventory feature from the Res Card. Note: this only hides the Inventory button. If an existing Reservation is opened that had previously been pulled from Inventory (via the Windows application etc.) the blue link "XX QTY pulled from Inventory" is still displayed with the ability to view the Inventory details. Generate Invoice Icon Enabled defaults to "True" but can be changed to "False" if you would like to hide the Generate Invoice feature from the Res Card. Level 1 Primary Agent Criteria Enabled defaults to "True" but can be changed to "False" if you would like to utilize the Primary Agent filter when User Login permission is set to View Own Profiles or View Own Res Cards, and not display Primary Agent as a filter option in Level 1 Query for Profile Manager and Level 1 Query for Res Card Manager. Log Into ClientBase Browser & Run Diagnostics ClientBase Browser requires Microsoft Internet Explorer version 7.0 or greater. For this reason, the first time you log into the program you must run the ClientBase Browser Diagnostics to make sure it 21

20 ClientBase Browser Introduction & Setup passes all areas. Forgot My User Name/Password The login page for ClientBase has a linked called Forgot my User Name/Password. If an agent has forgotten either their ClientBase Login or Password, they can click this link and CBB will generate a new, unique CBB password and to the agent accordingly. For this feature to work as designed, the SYSDBA login must be configured with proper settings and each User Login record must have a unique address captured so that ClientBase can verify what address this login information can be sent to. Setup: 1) Log into ClientBase Windows version as SYSDBA, go to Utilities User Logins User List and complete the information within the settings tab. Make sure the default client is set to SMTP and enter your SMTP settings. These settings are needed in order for CBB to send an with login information automatically. 2) From the Utilities User Logins User List, verify that each User Login record (used by CBB) has a valid address within the User Settings tab. This is the that a forgotten login or password can be sent to. Using this Feature: 1) If an agent has forgotten the login or password, they can click Forgot my User Name/Password on the ClientBase Browser login page. 2) The system prompts the agent for their . Upon submitting the address, CBB checks the User Login records and upon finding the login record containing the submitted, CBB creates a new unique CB password and s the login and password accordingly. 3) From this point forward the CB password is different from the ClientBase password. Changing the password in ClientBase Windows version will have no impact on the password used by the ClientBase. 22

21 Session is About to End ClientBase Browser Introduction & Setup After being idle in ClientBase for thirty minutes you will receive the message, Your ClientBase session will time out in 10 minutes and return to the home page if there is no additional activity. If you are still working in your session click OK to continue. If the OK to continue is not clicked the session will end and take you back to the home page. Set Up Global Defaults in Windows to Use ClientBase Browser When the database administrator sets up the Windows version of ClientBase, many of these setups are used by ClientBase Browser. A ClientBase Browser user who has been granted Administrative Rights can enter many of these settings themselves in ClientBase Browser. The database administrator who makes changes to these items in ClientBase Windows are making changes in the ClientBase Browser and the if changes are made in the Browser, changes are also seen in the Windows version if you are using the Distributed Version of CBB. These settings can be set up in ClientBase Windows or ClientBase Browser if user has been granted Administrative permission in ClientBase Windows. Set Up ClientBase Browser Before agents can use ClientBase Browser, some setup needs to be completed by the database administrator in the Windows version of ClientBase or by a ClientBase Browser user who has been designated as an Administrator. While logged in as SYSDBA in ClientBase Windows, create one new login under Utilities User Logins User List for the ClientBase Browser user who will become the Administrator by selecting Administrator from the Authorization field drop-down. (If the user is already setup, select Administrator.) Click OK to save. Important Note: Settings in ClientBase Browser are set to read-only within Sync Copy databases. These settings can only be modified on a Primary-Sync database or a Non-Sync activated database in ClientBase Browser or in ClientBase Windows. However, Branch and User Login settings can be modified in the Sync Copy. Click the Tools Settings on the main menu bar in ClientBase Browser for a complete listing of all settings. These settings are shared with the Windows version settings and changes in either will reflect in both. All agency level settings are global to your database and any changes made here are reflected in every workstation and every profile in both ClientBase Browser Version and ClientBase Windows Version. Suggested setup order: 1) Agency Branch Settings 2) Create Agent Logins/Permissions for Users (after you create Agent Profiles for each user and link them to the correct Branch). 3) Import Data 4) Other Settings Set Up Agency Branch Settings In ClientBase, click the Tools icon on the main menu bar and select Settings to view a complete 23

22 ClientBase Browser Introduction & Setup listing of all Agency level settings. Click on Branch Settings and double-click on the branch. Branch Settings Access and update Branch settings including General Info, Branch PNR Entries, Invoice Remarks and Invoice Settings directly in ClientBase. ClientBase has a centralized database which means that all branches associated with the agency are included within one database. The program comes with an unlimited number of branch records and for reporting purposes, this feature makes it extremely convenient to analyze the database by branch entries. Each client and agent profile has a field where the branch number can be entered. This entry is not a mandatory field in the client and agent profile, but we do suggest it be linked to the agent profile if possible. GENERAL: Trams considers the 0 Branch as the main branch and 1, 2, 3, etc. as Branch 1, 2, etc. Click on branch entry to Add/Modify branch information. ClientBase has its own separate sequence of invoice/refund numbers for use when generating invoices/refunds in the Res Card. If your agency starts generating invoices/refunds from the ClientBase Res Card, enter the starting invoice and refund number here and the system automatically assigns the next sequential invoice/refund number 24

23 ClientBase Browser Introduction & Setup each time an invoice/refund is generated. Note to Trams Back Office Users. Since Trams Back Office does not allow duplicate invoice or refund numbers, be sure to start a series of numbers not currently in use in Trams Back Office (the system allows up to 9 digits). All the fields in this screen are shared with Trams Back Office except for Next Sales Invoice Number and Refund Number. BRANCH PNR ENTRIES: Click Branch PNR Entries to add/modify/delete PNR entries at the branch level. These tables allow you to capture any PNR entries or remarks you would like included when sending data to a PNR. The branch level entries tab is where information can be included in a PNR regardless of the agent, client or traveler selected. Examples are the communication information for the branch or an appreciation message for the client s business. CRS: Choose CRS (GDS) system from the drop-down menu. Description of Entry: Enter a free-flow description. Always Move this Entry: By checking this box, the entry always moves (is check off automatically) when you do a move to PNR. If this box is not checked, moving the entry is optional (and you'll need to check it off). Display on Selection Screen: Within each PNR entry or PNR rule that is set as Always Move This Rule, an option is included called Display on Selection Screen. The PNR selection screen appears when you use the Merge to PNR feature, and allows you to select the specific profile data to be included and sent to the current PNR. For PNR entries that should always move regardless of the profile or PNR, this Display on Selection Screen can be unchecked so that the selection screen is less complicated for the agent to review. PNR Entry: Enter the PNR entry exactly as you would in your reservation system, using text and special characters and press Save. INVOICE/TRIP PROPOSAL REMARKS: For your invoices or trip proposals, add unlimited remarks for this branch in the form of a table list that agents can pick and choose from depending on the type of reservation. Enter any remarks you want to appear on invoices or trip proposals by clicking Add. 25

24 ClientBase Browser Introduction & Setup (Click entry to Modify/Delete.) Description: Create a description for agents that accurately describes this particular remark. Always Print: If you want this to always print on an invoice, check here. If you want the agent to choose whether it prints or not, leave blank. Remark: Enter the remark you want printed on the invoice or trip proposal. Highlight the remark and click Modify to edit a remark, or click Delete to remove a remark. INVOICE SETTINGS: Set Branch invoice defaults: Default Invoice Format: Set the Res Card invoice default as Invoice Only which is a shorter invoice format that does not included all itinerary level information; or Itin/Invoice which is a longer invoice format that does include all the itinerary level information. Language: From the drop-down, select the language used for invoice. Include Summary of All Reservations: Set the Res Card invoice default by checking if you want reservation details including balance due date to appear on the invoice. Preview Invoice Before Printing: Set the Res Card invoice default by checking if you always want a preview invoice (highly recommended) to be printed before actually generating the invoice. 26

25 ClientBase Browser Introduction & Setup Include Service Provider Graphics: Set the Res Card invoice defaults by checking here if you want service provider graphics included when an invoice is printed. Hide Reservation Vendor Name: Gives you greater flexibility in customizing the print out of an invoice. If this setting is checked, then the Vendor Name for each individual reservation within the Res Card being invoice will not be printed, only the Service Provider Names. Hide Reservation Totals (Include Only Invoice Totals): Gives you greater flexibility in customizing the print out of an invoice. If this setting is checked, then each individual reservation amount will not be printed, only the sum of all reservations being invoiced. Print Service Fee as Invoice Total Line Item: Clicking here gives you greater flexibility in customizing the print out Service Fees on an invoice. If checked, this setting adds any reservations with a Travel Category of Service Fee and prints them as a single total amount listed within the Invoice Totals just underneath Reservation Totals, rather than listing as a separate reservation within the body of the invoice. Service Fee Label: This is a free-flow field that allows for up to 25 characters and provides you with the ability to customize how agency service fees are labeled on the invoice. Display Zero Balance when Invoice reservations are not paid in full: This setting pertains to options for handling the balance as it appears on an Invoice when all Reservations have been invoiced in full but not paid in full. If checked, then regardless of payment status, once all Reservations have been invoiced in full then Balance $0 will appear on the Invoice in the grey payment box. If unchecked (which is the default) then when all Reservations have been invoiced in full, but not paid in full, then we do not display Balance: $0.00 in the grey payment box. Print Reservation in Condensed Format: The following Print Reservation in Condensed Format are broken down by Travel Category: Print Air Reservation in Condensed Format, Print Hotel Reservation in Condensed Format, Print Car Reservation in Condensed Format, Print Cruise Reservation in Condensed Format, Print Insurance Reservation in Condensed Format, Print Miscellaneous Reservation in Condensed Format, Print Rail Reservation in Condensed Format, Print Tour Reservation in Condensed Format, and Print Transportation Reservation in Condensed Format. If checked, upon invoicing a reservation for that Travel Category, a summary of basic Reservation information is included, rather than a detailed listing of all Reservation and Service Provider level information. This setting may be desired for reservations that you would like to place less emphasis on when printing invoices for your client. For example, if you are invoicing a cruise vacation, you may choose to place a greater emphasis on the cruise reservation and less emphasis on the Insurance, Airport, Hotel, etc. Here is a listing of the reservation details included if Print Reservation in Condensed Format is checked. All other Reservation and Service Provider level data is omitted from the printed version of the invoice. - Vendor Name, Contact Name/s, Start Date, End Date If Supplier, ARC or Comm Track Show as Paid: Res Amount, This Invoice, Prior Invoice and Balance If Comm Track Not Show as Paid: Amount Details 27

26 ClientBase Browser Introduction & Setup TRIP PROPOSAL SETTINGS: Set Branch invoice defaults: Include Itinerary Remarks: Check here for a longer trip proposal format that does include all the itinerary level information. Include Service Provider Graphics: Check here if you want service provider graphics included when a trip proposal is printed. Hide Reservation Vendor Name: Gives you greater flexibility in customizing the print out of a trip proposal. If this setting is checked, then the Vendor Name for each individual reservation within the Res Card being printed will not be printed, only the Service Provider Names. Hide Reservation Totals (Include Only Invoice Totals): Gives you greater flexibility in customizing the print out of a trip proposal. If this setting is checked, then each individual reservation amount will not be printed, only the sum of all reservations being invoiced. Print Service Fee as Invoice Total Line Item: Gives you greater flexibility in customizing the print out Service Fees. If checked, this setting adds any reservations with a Travel Category of Service Fee and prints them as a single total amount listed within the Invoice Totals just underneath Reservation Totals, rather than listing as a separate reservation within the body of the invoice. Service Fee Label: This is a free-flow field that allows for up to 25 characters and provides you with the ability to customize how agency service fees are labeled. Print Reservation in Condensed Format: The following Print Reservation in Condensed Format are broken down by Travel Category: Print Air Reservation in Condensed Format, Print Hotel Reservation in Condensed Format, Print Car Reservation in Condensed Format, Print Cruise Reservation in Condensed Format, Print Insurance Reservation in Condensed Format, Print Miscellaneous Reservation in Condensed Format, Print Rail Reservation in Condensed Format, Print Tour Reservation in Condensed Format, and Print Transportation Reservation in Condensed Format. If checked, upon running a trip proposal, a reservation for that Travel Category, a summary of basic Reservation information is included, rather than a detailed listing of all Reservation and Service Provider level information. This setting may be desired for reservations that you would like to place 28

27 ClientBase Browser Introduction & Setup less emphasis on when printing for your client. For example, if you are invoicing a cruise vacation, you may choose to place a greater emphasis on the cruise reservation and less emphasis on the Insurance, Airport, Hotel, etc. Here is a listing of the reservation details included if Print Reservation in Condensed Format is checked. All other Reservation and Service Provider level data is omitted from the printed version of the trip proposal: Vendor Name, Contact Name/s, Start Date, End Date; if Supplier, ARC or Comm Track Show as Paid: Res Amount, This Invoice, Prior Invoice and Balance; and if Comm Track Not Show as Paid: Amount Details. Create User Logins and Permissions The ClientBase administrator has complete ability to Add, Modify and Delete all User Logins (with the exception of SYSDBA). Each User Login record includes both default settings and Advanced Permissions. IMPORTANT: Before you begin setting User Logins, make sure to create an Agent Profile from the main ClientBase screen for each agent that is going to log in and make sure to associate the profile with a branch. The way you do this is go to Profiles and click on the profile icon and Agent: The only information you need to enter into the Agent Profile is the full agent name in the Name field. By default the agent profile defaults to 0 Branch, but if this is not the correct branch, make sure to modify that entry as well. If you use Trams Back Office, put the agent sine in the Interface ID field. 29

28 ClientBase Browser Introduction & Setup Now go to Tools Settings User Logins and Add to setup user logins and permissions. USER SETTINGS - Click Add to add a new User Login for each ClientBase user within your agency. Login name: Name that is used to log into ClientBase. This should not include any spaces in the user name and should be fairly short in length. This field is NOT case sensitive. Password: The password for this user only. This is an alphanumeric field, which means you can use a combination of numbers and letters. Choose a password that is easy for the user to remember, but not so simple as to allow someone else to login as this user. The password has a mask of *** so the password is hidden when typed. In this screen, regardless of the length of the password, the *** always shows 7 characters. User Name: User's full name. This field, the User Title, and the fields can be used in document templates. Title: Job title of the new user. of the new users. Automatically Update Calendar for Uncompleted Reminders: Select a setting for the field. Never - Reminders are never sent to the Outlook calendar All Reminders - All Open Reminders are sent to the Outlook calendar Only Reminders set for a Time - Only Open Reminders with a selected Start Time are sent to the Outlook calendar Only Reminders set with an Alarm - Only Open Reminders with the Set Alarm Box checked are sent to the Outlook calendar 30

29 ClientBase Browser Introduction & Setup The user s address is used for sending Reminders to the Outlook Calendar. If the user does not have an address entered in the User Settings, Never is the only setting that can be entered for this field. Usage: When creating or Editing Reminders a checkbox, Update Calendar after Saving Changes is visible. When checked, updates are sent to user s address. This box is checked by default when the setting from User Settings here is All Reminders or Only for Reminders when time is set. Upon saving the Reminder, an is sent to the user. The appears as a meeting request and includes a link to the Activity. Click the Accept button to save the Reminder to the Outlook calendar. Agent Profile: IMPORTANT! Associate the user with a specific agent profile from the drop-down menu. This stamps transactions with the agent's information, thus eliminating the need to manually add agent information each time. An audit trail of the agent's activity is available as a result. Make sure there is an agent profile created and associated for this login. All that's required is the agent name in the Name field and the correct branch selected within. Authorization: This field defaults to User but includes an option of Manager. Logins with the authorization of Manager are able to edit existing User Login permissions; use the Profile Import; Global Modify and Case Converter features. Security Level: Select the desired security level from the pull-down menu where default permissions have been already established. Click Advanced to customize the settings for each particular user. Disable Account: Placing a checkmark in the box denies the agent access to the program. The signin is no longer valid. This box is checked when the agent name cannot be deleted because there are entries pointing to that name in the database. Advanced Security Level Be aware that the functionality presently available in the security area of ClientBase includes: Advanced Profile Rights - Read/Write/Delete Advanced Activity Rights - Read/Write/Delete Advanced Res Card Rights - Read/Write/Delete Advanced Branch Rights - Check any branch/s you want the user to access.u user permission to view or modify Traveler records follows the user's rights to the Profile type that they are accessing the Traveler record from. For example, a user with rights to view only profiles in Branch 1 will still be able to view a Traveler that is linked to profiles in Branch 1 and Branch 2, as long as they are in a Profile in Branch 1. Also, the Branch permissions setting only displays the agent profiles in branches that the current user has branch rights for, when the user is updating the Primary Agent of a profile or querying based on Agents. 31

30 ClientBase Browser Introduction & Setup Profile Tabs: Uncheck any area you don t want the user to access. Advanced Other Restrictions: Check off any feature to restrict user access. 32

31 ClientBase Browser Introduction & Setup Notes: 1) View Activities for Own Profiles: This setting has two options: View Own Activities Using - Activity Login Name: Use this setting to allow users to only view activities where they are listed as the Login Name on the activity. View Own Activities Using - Profile Primary Agent: Use this setting to allow users to view activities of profiles where they are the Primary Agent of the profile the activity is attached to, regardless of who is listed in the activity for the Login Name. For example, an activity has user Mary Smith as the Login Name, however Susan Jones in the primary agent of the profile the activity is attached to. Using this setting Susan is allowed to view the activity. 2) View Own Activities Only: This setting has two options: View Own Activities Using - Activity Login Name: Use this setting to allow users to only view activities where they are listed as the Login Name on the activity. View Own Activities Using - Profile Primary Agent: Use this setting to allow users to view activities of profiles where they are the Primary Agent of the profile the activity is attached to, regardless of who is listed in the activity for the Login Name. For example, an activity has user Mary Smith as the Login Name, however Susan Jones in the primary agent of the profile the activity is attached to. Using this setting Susan is allowed to view the activity. 3) Disable ability to view full Credit Card Numbers for all Profiles: To further reduce the display of full credit card numbers while working within the system, when this user setting is checked, only the masked version of the credit card number is shown in the following locations in the system: Profiles - Cards Tab Res Card - Reservations Payment Due Date Tab Invoicing Screen - Invoice Payment Section Merge to PNR Selection Screen Merge to PNR Preview Screen Live Connect Screen As a reminder that the credit card number will not be passed when using Merge to PNR or Live Connect, when this setting is checked the program prompts with message, By checking "Disable ability to view full Credit Card Numbers for all Profiles for this User, Credit Card entries will not be included in Merge to PNR and Live Connect, since the full Credit Number must result at the end of these features." When Disable ability to view full Credit Card Numbers is unchecked, a masked version of the credit card number is shown in all areas above with the following exceptions: Profile - Cards Tab: A masked version of the credit card number is shown with a lock icon next to it. User must click the lock to view the full credit card number. When lock is clicked user is prompted, "Do you really need to see customer Credit Card number? To keep customer data safe you should minimize the number of moments when sensitive data are visible. Keep in mind that your access will be logged." Click Yes if you wish to continue and view the full number. This will also create an Edit Log documenting the User who viewed the number, the Date and Time the number was viewed and a Description (noting that credit card number was viewed). Click No to remain on the screen with the masked version. Merge to PNR data sent (whether clipboard or API) will send the full credit card number Live Connect data sent will send the full credit card number By disabling the ability to view full credit card numbers for all User Profiles, that credit card entries 33

32 ClientBase Browser Introduction & Setup will not be included in Merge to PNR and Live Connect. Full credit card numbers must display at the end of these features. SAVED SEARCH DEFAULTS Each file manager (Profile, Activity, and Res Card) comes with a default set of folders, which represent a stored set of query or search filters. In addition to the default folders, your agency and agents can create their own custom folders. This area of the user login allows you to identify which folder should be opened by default (within each manager) when first signing into ClientBase. Choose from the drop-down menu folders you want to see when first entering ClientBase with this login. PROFILE DEFAULTS Each profile type is made up of several links of information. Under Profile Defaults, select which link first appears when viewing each type of profile. For example, you may want your agents to see marketing information first thing every time they retrieve a leisure client profile. If so, click the down arrow next to Leisure and select Marketing to select any link for a profile type. COMMUNICATION DEFAULTS The agency is no longer confined to its four walls. With so many outside agents and employees 34

33 ClientBase Browser Introduction & Setup working from distant locations, customers come with many different area codes and even from different countries. Agent users have the opportunity to save default phone information as part of their log in. Note: If this screen is left blank, then information that is listed under Settings is used. LIVE CONNECT This set-up area is for agencies who want to use Live Connect in the Res Card. Set up for some Live Connect agent logins can be done in two ways - globally under Settings (if all agents share the same user name, password or account number), or individually. When Live Connect is launched, the system first looks to see if there is login information at the User Login level, and if not, then looks for the login information at the Settings (global defaults) level. Set up Live Connect individual logins here or have each agent enter his own logins under Tools My Login. Live Connect Provider: Select from the drop-down list. User Name, Password and Account Number: Enter the necessary fields based upon the login information provided to you by the Live Connect provider. Setting up Individual Login Information: To set up Live Connect for each user login, click on the Live Connect tab in the User Setting. Click Add to add a Live Connect Provider User. (For a complete overview of use Live Connect, please refer to the chapter An In-Depth Look at Live Connect.) PNR IMPORT You may be instructed to enter information here for PNR Import to work with your login. See section, An In-Depth Look at PNR Import. 35

34 ClientBase Browser Introduction & Setup SETTINGS ClientBase uses the SMTP (Simple Messaging Text Protocol) to send s. Complete the User Login SMTP Settings obtained from the entity responsible for maintaining your mail server (ISP). From Address: Enter the address for the user login you are setting up. The address entered here appears as the from address for all s sent from this user. If you wish to change this address frequently, do so at the level when you are sending it out. In the From field, if you type and a message is sent, you see the From field saying joyce@sabre.com. Some people prefer it to look like this instead, Joyce Smith. To have it appear like this, type Joyce Smith<joyce@Sabre.com> instead of just joyce@sabre.com. You can also use your company name or department name; for example, Travel With the Stars<sales@TWTS.com> or Star Travel Marketing<sales@TWTS.com>. Outgoing Mail Server (SMTP): Enter the outgoing mail server name determined in your steps above. Examples: mail.domainname.com, smtp.domainname.com, or gomail.wspan.com). Port: This setting defines the TCP/IP port which your application listens on for incoming mail. If left blank, this setting uses port 25 by default, which is the Internet standard for receiving SMTP mail. In some situations, you may have chosen to move the SMTP service to another port. Perhaps you already have a service on port 25, and you do not want the services to conflict over the port assignment. In such a case, enter the port ClientBase should use. The default port for encrypted connections is 465 and unencrypted is 25. ClientBase will automatically set the port to these defaults when choosing a Secure Connection setting. Authentication Type: Set to Default, a setting used to authenticate your connection to the SMTP mail server by forcing a USER name and password. None: If your agency is hosting your own server and the network login has been configured to handle the authentication to the SMTP Server automatically, set this field to None. Account Login and Password: Use when Login Type is set to Default. Enter your account login and password here. Secure Connection: ClientBase Merge to feature supports SSL/TLS secure connections. A drop-down enables you to select from four options: None, TLS (if available), TLS, and SSL. The type of connection you select is determined by the type of security supported by your provider or Internet Service Provider (ISP). Please contact your ISP to find out which setting is 36

35 ClientBase Browser Introduction & Setup correct for your account. SSL: Use SSL for encrypting sent via SMTP. TLS: Use TLS for encrypting sent via SMTP. TLS, if available: Attempt to use TLS for encrypting sent via SMTP. If the server does not support TLS, SSL will be attempted instead. None: You do not wish encrypt your (s) or your SMTP server does not support SSL/TLS. TLS (Transport Layer Security) is quickly becoming the common standard for encrypting s. SSL (Secure Sockets Layer) is the predecessor to TLS. There are very few differences between SSL and TLS. TLS's encryption is a little stronger, however, both types are almost identical, with only minor technical differences in the way the is encrypted and transmitted. The default port for encrypted connections is 465 and unencrypted is 25. ClientBase will automatically set the port to these defaults when choosing a Secure Connection setting. Here are some settings for common ISP s: AOL Authentication Type: Default Outgoing Mail Server: smtp.aol.com Port: 465 or 587 Secure Connection: SSL AT&T Yahoo Authentication Type: Default Outgoing Mail Server: smtp.att.yahoo.com Port: 465 or 587 Secure Connection: SSL GMail (Also works for Google Apps) Authentication Type: Default Outgoing Mail Server: smtp.gmail.com Port: 587 (may also be 465) Account Login: Full address (e.g., name@gmail.com) Password: Your Gmail password Secure Connection: TLS, if available GoDaddy Authentication Type: Default Outgoing Mail Server: smtpout.secureserver.com 37

36 ClientBase Browser Introduction & Setup Port: 80 Account Login: Full address (e.g., Password: Your GoDaddy password Secure Connection: SSL Hotmail Authentication Type: Default Outgoing Mail Server: smtp.live.com Port: 465 or 587 Secure Connection: SSL Yahoo Authentication Type: Default Outgoing Mail Server: smtp.mail.yahoo.com Port: 465 or 587 Secure Connection: SSL Import Profile Data From an ASCII (.txt) File Agencies may use many different software programs to maintain customer data such as names, addresses, phone numbers and marketing information. Ideally, most agencies implementing ClientBase prefer to electronically "import" customer information to the ClientBase profiles rather than manually re-entering it. Later, when the ClientBase database is up and running, agencies may want to import other miscellaneous electronic files as well, such as a purchased mailing list. Although ClientBase can't anticipate every possible program used, if your agency has a database of customer information in a program that can put that information into an ASCII (American Standard Code for Information Interchange) file (.txt), chances are an electronic "import" is possible...and easy! Only the Manager Authorization has permission to do a Profile Import. Using the ClientBase Import Wizard The ClientBase import utility can only import tab or comma delimited ASCII text files. This means that the file you are importing must be saved in.txt format and use a carriage return between each profile record, and either a tab or comma between each field within each record. If the file you would like 38

37 ClientBase Browser Introduction & Setup to import is not in this format, use a program like Excel to open the file and then save in.txt format. Step 1: Start the Import Wizard. Agencies that obtain profile data in a tab or comma delimited ASCII file (.txt file) can import these profiles directly into ClientBase as a user with administrative permissions and clicking Tools Import. A wizard steps the user through the following steps making it very simple to map the fields included in the ASCII file to the profile fields included in a ClientBase profile. All profiles imported via the Import feature are appended to any existing profiles within your current database. (The import feature does not currently update existing profiles.) Step 2: Retrieve the.txt file that you would like to import by clicking Browse. First Line is Header: If the first line is a table header, check in this box to read the headers for the file. Delimiter: The default is set to Tab. From the drop-down menu, indicate whether the file to import is comma delimited. Click Upload File to continue. Step 3: Map Profile General Information Interface ID Filter: From the drop-down menu, select Import as is (DO NOT FILTER) which brings over all special characters such as dashes, parentheses, etc.; or Only Grab Alpha-Numeric Characters which strips all special characters from Interface ID. by dropping dashes, brackets, etc. (In order to easily and consistently identify an existing customer or vendor within different applications used within the agency (your GDS, your Back Office etc.), a unique ID should be 39

38 ClientBase Browser Introduction & Setup assigned to each profile. This ID is called the "Interface ID". As an example, this field is associated with the interfacing of records generated from the GDS (Front Office) to the agency accounting system (Back Office). If your agency works with client or vendor data within multiple systems then we strongly suggest creating a unique Interface ID for each profile.) Click on each ClientBase Field to assign a field in your ASCII file. Upon clicking a specific field for importing to, notice two buttons that are used to describe how that data can be imported. Update Rule: Options are Insert All Profiles, Update if Interface ID Matches, or Update if Profile No matches. If Update if Interface ID Matches or Update if Profile No is the option selected, these fields must be mapped. Clicking Next to advance forward is not allowed until a mapping is set. Map: Mapping is used when a data field exists and is populated in the file while importing. You want to bring the data in "as is" to a field in the database. Select the name of the field that exists in the source file from the drop-down. Constant: Use this feature when using the same value for every profile being imported. If all the files being imported are Leisure profiles, set the Profile Type field as a constant with a value of Leisure. Reset: Click to reset any mapping or constant value for that field. Make sure to save each mapping or constant value. Repeat this process for each ClientBase field you want to populate. After mapping or setting your constant for each field click Next to continue. Step 4: Map Communication Entries Default Country Code/Area Code: Enter a default country and area code. Click on each ClientBase Field to assign a field in your ASCII file. Upon clicking a specific field for importing to, notice two buttons that are used to describe how that data can be imported. Map: Mapping is used when a data field exists and is populated in the file while importing. You want to bring the data in "as is" to a field in the database. Select the name of the field that exists in the source file from the drop-down, Constant: Use this feature when using the same value for every profile being imported. Reset: Click to reset any mapping or constant value for that field. Make sure to save each mapping or constant value. Repeat this process for each ClientBase field you want to populate. After mapping or setting your constant for each field click Next to continue. Step 5: Map Address Entries 40

39 ClientBase Browser Introduction & Setup Click on each ClientBase Field to assign a field in your ASCII file. Upon clicking a specific field for importing to, notice two buttons that are used to describe how that data can be imported. Map: Mapping is used when a data field exists and is populated in the file while importing. You want to bring the data in "as is" to a field in the database. Select the name of the field that exists in the source file from the drop-down, Constant: Use this feature when using the same value for every profile being imported. Reset: Click to reset any mapping or constant value for that field. Make sure to save each mapping or constant value. Repeat this process for each ClientBase field you want to populate. After mapping or setting your constant for each field click Next to continue. Step 6: Map Marketing Entries If you have Marketing Entries to map or for which to set a constant, click Add Marketing Code. Choose the marketing table you want to use. Notice two buttons that are used to describe how that data can be imported. Map: Mapping is used when a data field exists and is populated in the file while importing. You want to bring the data in "as is" to a field in the database. Select the name of the field that exists in the source file from the drop-down, Constant: Use this feature when using the same value for every profile being imported. Reset: Click to reset any mapping or constant value for that field. Make sure to save each mapping or constant value. Repeat this process for each ClientBase field you want to populate. After mapping or setting your constant for each field click Next to continue. Step 7: Map Profile Remarks If you have remarks of additional fields that you have not found a place for, click Add Remark. By default the ClientBase remarks field is selected. Notice two buttons that are used to describe how that data can be imported. Map: Mapping is used when a data field exists and is populated in the file while importing. You want to bring the data in "as is" to a field in the database. Select the name of the field that exists in the source file from the drop-down, Constant: Use this feature when using the same value for every profile being imported. Reset: Click to reset any mapping or constant value for that field. Make sure to save each mapping or constant value. Repeat this process for each ClientBase field you want to populate. After mapping or setting your constant for each field click Next to continue. Step 8: Review Summary and Import your records. Upon completing the wizard's 7 steps above, click the Finish button and the summary page will display a message "Importing profiles. Please wait." When this message disappears, the import is complete and you can scroll to the bottom of the summary page to view the number of profiles successfully imported. Set Up Settings (Global Defaults) Now that you have set up Branch Entries, User Logins/Permissions, and have imported any ASCII files, you are ready to set up additional Settings. Most of these are global (meaning that when you 41

40 ClientBase Browser Introduction & Setup set them up, they apply to all who use ClientBase), unless otherwise specified. Go to Tools Settings to customize these features. 42

41 ClientBase Browser Introduction & Setup Default Field Values for New Profiles When creating new profiles in ClientBase you have the ability to default a value into the following fields: Courtesy Title, City, State, Zip, Country, Salutation, Interface ID. Use the settings within this area to identify the defaults for your agency. Courtesy Title/Zip Code/City/State/Country/Salutation: A default value can be assigned by selecting from the drop-down for these areas. InterfaceID: In the InterfaceID area, choose from the drop-down menu a format for generating the default Interface ID. <Area Code><Prefix><Suffix> or <Last Name><First Name><Agent Name> or <PROFILENO> or <MASK>: The Interface ID you are generating in ClientBase can be based on the Full Name field, First Name field, Last Name field, the Residential Phone field, or a combination of the all those fields (from 1-10 alpha-numeric characters). N uses a character from the name field, F uses a character from the first name field, L uses a character from the last name field, and a digit uses that position from the residential phone field (0 signifies the 10th digit of the phone number). Select a sample mask from the drop-down menu or create any mask that you desire. We recommend using the Interface ID mask of NNN which uses the first 3 letters of the client's last name, and the last 7 digits of the client's phone number. (If no phone number exists, an Interface ID is generated with just the first 3 characters of the client's last name.) 43

42 ClientBase Browser Introduction & Setup Sample Masks: Mask Name field Phone field InterfaceID NNN MEYER/SHARON +1 (310) MEY NNNNNNNNNN ROSEN/LEE +1 (310) ROSENLEE N6N7N8N9N0 PALLEY/DAN +1 (310) P1A8L7L2E6 FFFF-LLLLL SMITH/JANE +1 (310) JANE-SMITH NN SMITH/JOHN +1 (310) SM Note: Characters from the name, first name, and last name fields are taken from left to right. Slashes and spaces are skipped. Any characters that is not an "N", not an "F", not an "L", and not a digit from "0" to "9" are treated as a constant. See last two samples above where "-" is in the mask. Require Unique, Non Blank I/F ID On New Profiles: If this box is checked, you will NOT be able to create a "new" profile if the Interface ID field of the profile being created is an Interface ID that has already been used for an existing profile in the system. Profile More Field Categories More Fields are available for further customizing ClientBase to your agency s needs. If you can t find a place in ClientBase to store information, create a field, and its drop-down menu items yourself. Perhaps you want to create a pull-down menu for special services such as meet and greet or wheelchair assist. Social security numbers or driver s license numbers can be stored here or any other information that does not fit into one of the other pre-designed fields. Fields stored in the More Fields tab include a field name and an optional drop-down list of defaults entries. More field categories is where to assign a field name. Go to Tool Settings User-Defined Fields More Field Items to create the drop-down list of defaults. (Hint: Consider using a marketing code or group name instead of a more field to track temporary information because More Fields are difficult to remove and the Windows user can use the Global Modify feature to remove Group names and Marketing Codes.) A Format Type is available in the Profile More Fields default settings to allow you to specify what characters are entered into the field. Enter number of characters allowed in the Max Length field. Format Type displays a drop selection of options which are: o None (More Fields will continue to work as it does currently) o Letters Only o Numbers Only o Letters and Numbers Only. A different format option can be selected for each Profile More Field. A field length can also be set for a More Field by entering the number of characters allowed in the Max Length field. Maximum number of characters for a More Field is 80 characters. These formatting options can only be used 44

43 ClientBase Browser Introduction & Setup when adding new Profile More Field categories. Existing Profile More Field categories cannot be formatted. When a Profile More field is formatted, when entering a value for the More Field, the value can only be entered using the format designated for that category. If an incorrect value is entered a message is displayed informing you of the proper format. So if the More Field was formatted to accept numbers only and an alpha character is entered into the field, the message would appear, Invalid Entry. Format Type is Numbers Only. Note: The Format Options menu is read only for sync copies. Marketing Categories and Marketing Codes Marketing categories and codes are used to capture clients' travel preferences and demographics in the client profile. Use Add, Modify (after clicking and editing entry), and Delete to customize Marketing Categories. You will not be able to delete a Marketing Category if Marketing Codes are connected to it. To customize Marketing Codes, choose the Category from the drop-down and add a Marketing Item. The Marketing Partner ID is left blank unless you have been instructed to enter this item. To modify an entry, click it to select, edit and Modify. Click Delete after clicking on entry to remove. User Defined Fields Many of the drop-down menus in ClientBase can be customized for your agency in an area called User-Defined Fields. From the drop-down menu click on the Field to modify. Add a new drop-down menu item, or modify/delete an existing one by clicking once on the entry. Check if you want to allow Free Flow into the field. Click Save to save entry. Click on the Field to modify. Fields that can be customized are: Aircraft Type; Bedding; Booking Method; Car Pref. Special Options; Cards; City Codes; City State Zip; Class of Service; Communication Description; Courtesy Title; Cruise Pref. Dinning Preference; Cruise Pref. Ship Size; Contact Position; Tvlr/Contact. Relationship; Fly Pref; Special Option; Hotel Pref. Bedding Type; Hotel Pref. Room Locations; Hotel Pref. Special Needs; Issuing City; Issuing Country/Citizenship; Mailer Type; Marketing Source; Meal Service; Profile More Field Items; Rail Provider; Referred By; Reminder Type; Res Card More Field Items; Res Cards: Destination; Res Card: Itemize Amt Description; Reservation Cycle; Reservation Status; Seat Type; Segment Traveler/Contact Status; Special Date Type; Subject for Mailer; Subject for Note; Subject for Reminder, and Train Type. 45

44 ClientBase Browser Introduction & Setup Communication Defaults All profiles in ClientBase contain a communications table in the general information tab. Each communication entry includes a type which can be Phone, Fax, or Web Site. Each type allows for an unlimited number of entries, but only one primary entry for each. Phone and fax type entries include a country code, area code, prefix and suffix. (Note: Country code, area code, and communication descriptions can be overwritten in the User Settings Communication Default tab under Tools My Login, or by the SYSDBA in Tools Settings User Logins.) Enter the desired default country code and area code here in the communications default. Once completed, if a phone or fax number is entered without a country code or area code, these defaults are filled in automatically. In addition, each communication entry includes a description field, and a default entry can be captured here for each communication type. You can also default for each setting whether you want the Include Marketing Permission Setting to be visible for each communication type, and set a default of checked or uncheck for this type (except for Website).This area can be customized directly from ClientBase, including your Phone, Fax, and Web site default settings. From this area you can setup default Country Code and Area Code, as well as your default communication descriptions and marketing permission settings. Upon completing your default settings click Save. Group Lists ClientBase has the ability to add group names to Client, Vendor, Agent and Other profiles, and to Invoices, Payments, Res Cards, and Inventory. Since this is a table shared by Trams Back Office users, a change in here changes the TBO group table as well. Click Add to add a new group name, and check off the areas you want this group to appear on so you can tag entries. Use Add, Modify and Delete to customize group lists. Make a group inactive so it does not display on the drop-down lists by clicking Modify and unchecking 46

45 ClientBase Browser Introduction & Setup Is Active and Save. Membership ID Fields If the agency needs Membership ID fields for use in the client profile, this is where these are setup. Display Membership ID/Associate ID: Check here to make these fields visible for entry in the client profile. Format Type: From the drop-down, determine how the ID should be entered - None, Letters Only, Numbers Only or Letters and Numbers Only. Max Length: Determine the maximum length of the entry by putting a number in this area. Merge to PNR Settings Merge to PNR Settings can be customized directly from ClientBase. Merge to PNR Settings allows you to store custom settings for each GDS which is then applied when using the Merge to PNR feature. From the Merge to PNR Settings area, first select the desired Reservation System (Amadeus, Apollo, Galileo, Sabre or Worldspan). Once selected, you can customize Special Keys, 47

46 ClientBase Browser Introduction & Setup Fonts, Symbols, method of sending data, order of PNR Entries and Traveler Name formats. Special Keys: Find the characters especially designed for the CRS system. Since these special characters may be used when formatting your data in ClientBase, it's important to include any you want to use in the special keys field. If any are missing, click Special Keys and find the special character to bring into ClientBase. An easier way to do this is to use the Windows copy command <Ctrl C> to copy the character from your CRS; then use the Windows paste command <Ctrl V> to paste into the special keys field. Any special keys captured here are made available on a toolbar when creating PNR rules or entering PNR entries into any of the PNR entry tables. Font and Size: Select the desired font and size on entries (we suggest leaving the default). @Symbol: Enter the GDS symbol. Order of Entries: A listing of all possible PNR rules and entry tables appears here for you to designate the order in which they should be listed when merging a profile to a PNR. A default order is included, but can be modified. Clipboard: How ClientBase works with each GDS varies. Here's some hints on setting up for each. Amadeus: Amadeus uses the Amadeus Selling Platform (see the section about the traditional command pages in Amadeus) as you ll need that to work with merge/import. If you are on terminal services and CB is not then use the clipboard. You do need to download the following files to get the Amadeus Merge to PNR feature to work properly: 1) For all users, download and unzip the following cbbcomps utility 2) Run on each workstation to install and register the necessary Amadeus files for Merge to PNR and PNR Import features to work. Apollo/Galileo: Leave Use Clipboard unchecked. 48

47 Sabre Agencies: 1) For all users, download and unzip the following cbbcomps utility: ClientBase Browser Introduction & Setup 2) Run on each workstation to install and register the necessary Sabre files for Merge to PNR and PNR Import features to work. Sabre Red Users: An API is the tool ClientBase uses to connect to the Sabre Host. In order for PNR Import (and Merge to PNR) to work, you must enable the Sabre Emulator API within Sabre Red. Select Tools Options Sabre System Advanced and check Sabre Emulator API. Worldspan: Leave Use Clipboard checked.: The Windows clipboard method is used to copy/paste data to a PNR if ClientBase does not have a way to transmit data directly to the GDS PNR, (see Merge to PNR directions in section Putting Profiles to Use for You for more details. Send as one transmission: If you check this setting, ClientBase strings together as many entries as it can into one transmission with the use of end items at the end of each line. This reduces the number of hits and potentially the delay created by transmitting each line separately. Please note that Sabre only allows 30 entries strung together in one transmission, so depending on the number of entries included in a given merge to PNR, the entries may be broken into multiple transmissions. Traveler Name Format: Customize the default name format to add a middle initial, middle name, or remove the courtesy title etc. In addition to being able to use any of these merge fields, Courtesy Title, First Name, Last Name, Middle Initial, Middle Name, No. of Travelers, and Find the character, there is also a checkbox called Combine same Last Name entries which allows you to set whether common name entries appear as one or many name entries. To modify this default PNR Custom Rule, start with the same format you would type into your GDS, and select any Merge Field to include by clicking the field and Insert. You may choose to include merge fields that aren t always completed in every profile. An example of this is Courtesy Title. If the field is completed, you want it included; but if it s not, you don t want to include the formatting with a blank space. To handle this, PNR rules uses left and right brackets [ ] to surround a set of characters within a rule, and designate that if the merge field within those brackets is blank, then don t include any of the characters between the brackets. Merge to PNR Rules Merge to PNR Rules allow you to customize how data stored within your ClientBase profiles gets formatted for each GDS upon using the Merge to PNR feature. From the Merge to PNR Rules area, 49

48 ClientBase Browser Introduction & Setup first select the desired Reservation System (Amadeus, Apollo, Galileo, Sabre or Worldspan). Once selected, a listing of all current PNR Rules is displayed. Click on any of the existing rules to modify the rule and use Add to add a new rule. ClientBase comes with default entries for all the main PNR entries for each CRS. There is no limit to the information that can be entered into a PNR as long as it is formatted correctly for your CRS. If you do not find the desired entry in the set of default entries, follow the directions under PNR rules to add the desired entry to the selection, or modify any existing entries. A rule is simply a way of designating how certain fields of information captured in a profile should be formatted when sent to a PNR. ClientBase comes defaulted with standard rules for each CRS, formatted for sending the following fields of profile data: Bill To Address; Ship To Address; Interface ID; Phone Numbers; Credit Cards; Frequent Flyer Numbers; and . To retrieve the details for any of the default rules, click the rule to Modify. The contents of each rule is captured in the area called PNR Custom Rule and is made up of free-flow text, special characters and merge fields. Review each rule and verify that the formats used in the defaults match the formats used within your agency when building PNR's. To modify any text, simply type over it. To add an additional merge field, place your cursor where you would like it to land within the rule, then highlight the merge field in the Available Fields area and click Insert. Set Up a New PNR Rule 1. Description of Rule: Enter a brief description of the type of information you want included in this rule. This description appears on the PNR selection screen when using the merge to PNR feature. 2. Field Groups: Select the type of profile data you want to format for your CRS PNR s. Click the arrow located to the right of this field to select from a drop-down list of choices. Each field group includes a designated list of profile fields available for use within a PNR rule. These profile fields appear in the Available Fields area when the field group is selected. Available field groups include Primary Address, Bill to Address, Ship to Address, Secondary Address, Alternate Address, Phone, Fax, , Traveler Miscellaneous, Credit Card, Frequent Flier, Hotel Program, Other Cards, Car Program, Miscellaneous, User Login, Primary Agent, Profile Mixed Fields (create a rule with combination of merge fields), Branch and Res Card Invoice. 50

49 ClientBase Browser Introduction & Setup 3. Always Move This Rule: When checked, this field sets the rule to always move this entry into a PNR; left unchecked, the entry is optional. 4. Display on Selection Screen: Within each PNR entry or PNR rule that is set as Always Move This Rule, an option is included called display on selection screen. The PNR selection screen is the first screen that appears when you merge to PNR, and allows you to select the specific profile data to be included and sent to the current PNR. For PNR entries that should always move regardless of the profile or PNR, this Display on Selection Screen can be unchecked so that the first selection screen is less complicated for the agent to review. These unchecked rules now appear on the second Additional Entries screen in the merge to PNR, and are automatically moved into the PNR. 5. PNR Custom Rules: Enter the exact format to be entered in the PNR when this rule is selected using the combination of free-flow text, special characters, and merge fields from the list of available fields. Refer to your current scripts, GDS format guide and back office format documentation to create the custom rule. Handling Blank Merge Fields When setting up rules, you may choose to include merge fields that aren t always completed in every profile. Such fields include Courtesy Title, Apt/Suite, or Company Name. If the field is completed, you want it included; but if it s not, you don t want to include the formatting with a blank space. To handle this, the PNR rules uses left and right brackets [ ] to surround a set of characters within a rule, and designate that if the merge field within those brackets is blank, then don t include any of the characters between the brackets. Here s an example: The brackets around [5/<<CompanyName>> ] suggest that if this is an leisure profile so the Company Name Merge Field is blank, then don t include the 5/ or end item formatting either. Auto-Case Converter Settings Within this area a listing of the following profile fields is available for automatic case handling: Name, First Name, Last Name, Courtesy Title, Address 1, Address 2, Apt/Suite, City, Country, Traveler First Name, Traveler Last Name, Traveler Courtesy Title, and Traveler Relationship/Title. By placing a check into any of these fields, as you are working within your ClientBase Browser profiles, the first letter of each word entered will be automatically capitalized and the remaining letters will be automatically set to lower case. If you would like the auto-case converter turned off for any of these 51

50 ClientBase Browser Introduction & Setup fields, remove the check from the box preceding the field. To override the system's automatic case handling for entries such as McLeod or NE (where the auto case handling reverts to Mcleod and Ne), tab past the field then move back into it (by using <Shift><Tab>), as the automatic case handling is turned off for a field once entries exist within it. Another option is to enter McLeod as Mc Leod and NE as N.E., since spaces and punctuation allow for capitalization. Tip: If you have many profiles that have already been created by solid caps or all lower case letters, use the Case Converter in Tools to convert these first before setting this up. Document Templates To modify an existing template, click on the template from the listing. The template contents appear in the screen below the listing for editing. Use New to create a new template and Delete to remove an existing template. Insert Merge fields into your template by first putting your cursor within the template body where the merge field is desired, then clicking on the merge field from the listing to the right. Use Save to overwrite an existing template and Save As to save as a new template name. 52

51 If you have selected the Document Format of HTML, a new screen appears. ClientBase Browser Introduction & Setup A formatting toolbar is included that makes formatting your text, inserting links, pictures and tables very easy. Please note this HTML formatting is only included when the template is launched via Merge to . All Templates launched through the Merge to Doc Template feature are converted to Plain Text upon converting to MS Word. Note to ClientBase Window Users: Document Templates are shared across ClientBase Online (and ClientBase Browser), and ClientBase Windows and changes made in either are reflected and can be launched in both. Please note one very important difference between Document Templates created/modified in ClientBase Windows and Document Templates created/modified in ClientBase Online (or Browser). The Windows version saves Document Templates as rtf (Rich Text Format), which means the text can be formatted with different fonts and color etc. and that graphics can be inserted. Since web applications do not utilize rtf (HTML editing will be coming soon), ClientBase has to open any existing Document Template and convert to txt (Plain Text). Therefore if a Document Template is created or modified in the Windows version and then modified in the Browser version, the Browser version will convert it to plain text (stripping all formatting and graphics) and save it as plain text. To avoid losing formatting features within Document Templates created in the Windows version, we prompt with a warning message before overwriting an rtf Document Template with plain text. If you utilize formatting within your Document Templates then we recommend you make all changes to existing Templates through the Windows version and only add new Templates via the Browser version. 53

52 ClientBase Browser Introduction & Setup Reminder Alarm Settings By default the alarms are activated globally. To disable alarms, check Disabled. Client Survey Settings Check the box next to any of the marketing tables that you want to include in when printing a Client Survey. There is also an option of Print only codes selected for profile, which when selected, does not print all marketing codes available, but just the codes that have already been checked off. These defaults can be overwritten each time a client survey is printed. Default Field Values for Res Cards In this area you can further customize your Res Cards and how they default upon creating new Res 54

53 ClientBase Browser Introduction & Setup Cards and Reservations. RES CARD DEFAULTS Reservation Cycle: Set to default to any of User Definable drop-down options. Default All Traveler for Leisure Profiles: Check here if you want all Travelers to automatically be displayed as travelers when you create a new Res Card. Default Tab Displayed: Select the tab you want to default when entering the Res Card, Reservations, Invoices, Activities, Agent Remarks, Client Feedback, Attachments, More Fields, or Edit History. RESERVATION DEFAULTS Booking Status: Select Confirmed, Quoted, or Canceled from the drop-down menu. Host Code: If you are using the IC/Host Utility to export invoices to a Host agency, set a default Host Code that automatically populates whenever adding a new Reservation. The Host Code currently defaults blank, but click the drop-down and select a default Host Code from the list. (Host Codes are created under Settings Host Codes.) Filter Vendor Profiles for Travel Category Selected: If you have associated Vendor profiles with a Travel Category in the General Information tab of the Vendor profiles, check here to display only those vendor profiles of that particular Travel Category for selection off the drop-down menu. Filter Service Provider Profiles for Travel Category Selected: If you have associated Service Provider profiles with a Travel Category in the General Information tab of the Service Provider profiles, check here to display only those Service Provider profiles of that particular Travel Category for selection off the drop-down menu. Default Service Provider Name to Vendor Name: If you do not want the Vendor name to automatically drop into the Service Provider name field in a reservation, uncheck this option. Reservations Imported from PNR Default to Invoiced Outside of CB: If you do not want the Invoiced Outside of CB to be automatically checked off when you do a PNR import, uncheck this option. 55

54 ClientBase Browser Introduction & Setup Automatically Launch Live Connect for Live Connect Vendors: If you do not want Live Connect vendors to be automatically launched when creating a reservation, uncheck this area. Print Address on Itin/Invoice for Hotel/Car/Insurance/Miscellaneous/Tour/Transportation: Check or uncheck options for printing addresses on the itinerary/invoice for Hotel, Car, Insurance, Miscellaneous, Tour, or, Transportation. Print Cruise Itin Option: Select the default Cruise Itinerary Option from drop-down, Sort by Date/List Arrive then Depart or Do Not Sort by Date/List Arrive then Depart. Print Itemization Option: Choose the following from the drop-down for printing itemization details, Print All Itemization Details, Summarize by Traveler, Summarize by Category/Traveler, Summarize by Description/Traveler, or Do not Print Itemization. Res Card More Fields Categories Res Card More Fields are used for capturing any type of trip data that the Res Card currently is not prompting for, giving you the ultimate flexibility in tracking trip information. Res Card More Fields can be linked to a Trams Back Office UDID (User Defined Interface Data) field too, so upon invoicing in ClientBase, the more field entry automatically populates the appropriate TBO UDID field. When setting up the Res Card More Fields, you have the ability to link a Profile More Field to a Res Card More Field which means upon creating a new Res Card, the Res Card More Field automatically is completed with the entry in the profile more field. This means if certain client data is being captured in a profile more field and being merged into a PNR via the PNR rules for the purpose of completing a TBO UDID, you can invoice from ClientBase and automatically complete that data into any new Res Cards, and upon invoicing complete the TBO UDID with no extra steps. Setup Res Card More Fields categories and items by following these steps: 1) Go to More Field Categories to assign a field name by going to Settings Res Card More Field Categories, and complete the following fields: No. The system will assign a number. After entering field name, field format, put maximum field length and if using UDID s in TBO, associate the entry with a UDID. Category Name: Enter a descriptive name. Format Type/Max Length: Allows you to specify what characters are entered into the field. Selection of options are: **None (Res Card More Fields will continue to work as it does currently) **Letters Only **Numbers Only **Letters and Numbers Only A different format option can be selected for each Res Card More Field. A field length can also be set for a Res Card More Field by entering the number of characters allowed in the Max Length field. Maximum number of characters for a More Field is 80 characters. The new 56

55 ClientBase Browser Introduction & Setup formatting options can only be used when adding new Res Card More Field categories. When a Res Card More field is formatted, when entering a value for the More Field, the value can only be entered using the format designated for that category. If an incorrect value is entered a message is displayed informing you of the proper format. So if the More Field was formatted to accept numbers only and an alpha character is entered into the field, the message would appear, Invalid Entry. Format Type is Numbers Only. Notes: Existing Res Card More Field categories cannot be formatted. The new Format Options menu is read only for sync copies. UDID No.: To link a specific UDID (User Defined Interface Data) from Trams Back Office to a Res Card More Field so that upon invoicing, a Res Card the value in the Res Card More Field automatically populates the value in the TBO UDID, select from the drop-down menu. When the reservation is invoiced, the UDID fields in TBO are populated and appear on TBO invoices/reports, although they do not appear on invoices generated in ClientBase. This field can be left blank. 2. Go to Settings User Defined Fields Res Card More Field Items and use Add, Modify, and Delete to setup the drop-down list of defaults by completing the following fields: Category: Select the desired Res Card More Field category name by selecting from the drop-down menu. This listing was created when you created the more field categories above. Code: Type in the desired code. Click OK. 3. Repeat these steps for each Res Card More Field code that you would like to include for each Res Card More Field category. To learn how to use the Res Card More Fields, please refer to chapter, An In-Depth Look at Res Cards. Res Card Insurance Prompting From this area you have the ability to Turn on Insurance Waiver Prompts for both invoices and itineraries. When these settings are checked, upon issuing an invoice or itinerary, agents are prompted if no insurance exists within the Res Card's reservations (including itemization and Service Provider records). From this area you can set a default insurance vendor for when your agents choose to accept the insurance prompt. This simply defaults a new insurance reservation with that 57

56 ClientBase Browser Introduction & Setup vendor. Capture an Insurance Waiver Message (up to 512 characters). This message prints on each invoice or itinerary when no insurance exists and the agent declines insurance for this Res Card. Res Card Tax and Commission Defaults ClientBase Res Card reservations have the ability to capture up to 4 different Tax Rates/Codes and a Commission. These settings establish the default rates when a new reservation is first created. These defaults can be overridden on a reservation-by-reservation basis. If you are not a TBO user, designate which taxes go to which tax fields when invoicing from ClientBase. The commission rate for vendors used in reservations is defaulting to the vendor commission field in the vendor profile. If the vendor default commission is blank, then the commission defaults to the amount entered in the field called Comm Rate. Note: Canadian users find additional fields to accommodate the GST/HST/ VAT rate. The GST/HST/VAT Tax codes are used for PNR Import. Hint: Want to fill in taxes and commissions on an reservation-by-reservation basis, leave blank. Default Field Values for New Invoices These Settings provide you the ability to set defaults for each invoicing field when invoicing from the 58

57 ClientBase Browser Introduction & Setup ClientBase Res Card. The following defaults can be set. Form of Payment can be set to default to either Cash, Check, Credit Card, CC Merchant or No Default. Please Note that if the default Form of Payment is set to Credit Card or CC Merchant, the system automatically defaults the credit card number to the first credit card entry within the profile being invoiced. Trip Balance Due Date can be set to default to either the Earliest Reservation Final Payment Due Date or No Default. Save All Invoices To Branch X allows an agency to setup multiple branches with different headers/ footers, default remarks and format settings within ClientBase but still save all invoices to a single branch in Trams Back Office. This setting works well for agencies with IC's that want different invoice defaults in ClientBase but still need all accounting data to land in one branch. Travel Category Defaults allows you to set a default Travel Type for each reservation Travel Category. Travel Type/Submit To Defaults allows you to set a default Submit To setting for each Travel Type as well as a default setting for printing within Invoice Totals when that Travel Type is set to Comm Track. Batch Reminder Settings Since many times an agent creates multiple reminders at one time after booking a reservation to help remember common tasks such as collecting deposit, final payment, checking for documents, sending welcome home letters, etc., you can create a global set of Batched Reminders that can be launched from within a Res Card to create multiple reminders all at one time. Although you can add unlimited batches to this area, a default cruise/tour batch has been created for you which contains the reminders, Deposit Due, Final Payment Due, Validate Int l Security Information, Send Gift, Check for Documents, and Welcome Home. To create a batch reminder: 1) Go to Tools Settings Batch Reminder. 59

58 ClientBase Browser Introduction & Setup 2) Highlight the default Cruise/Tour Batched Reminder and click Edit on its right. Click here to add a new batch. Click Edit for each Reminder included within this batch and review and update accordingly. Upon customizing each Reminder and adding any additional Reminders, click Save Changes. 3) Click Add New Batch to create a new set of Batched Reminders if desired. 4) Name the Batch and Enter a Description (i.e., Cruise Booking Reminders, Default Reminders for a Cruise Reservation). 5) A Batch of Reminders can include any number of Reminders from 1 to 100. Click Add to create the first reminder for the batch and the following fields appear: Reminder Date: These Global Reminder settings need to use date entries as Merge fields so that upon launching the Batched Reminders from within a Res Card the appropriate Reminder Date can be defaulted. This defaulted date for the Reminder can be overwritten at the time of launching the Batched Reminders, just before Creating and Saving them to the Res Card Activities tab. Default Date Using: Select Current Date, Res Card Create Date, Res Card Start Date, or Res Card Return Date. Plus/Minus: Select plus or minus from the drop-down. 60

59 ClientBase Browser Introduction & Setup Number of Days: Enter a number from 1 to 2000 Create Reminder: Select Always or Optional. Upon launching a Batch of Reminders from a Res Card, a listing of the default Reminders appears. In order to be created, each Reminder within the listing must be selected. If this field is set to Always, then the selection box for this Reminder will be checked by default. If this field is set to Optional, then the selection box for this Reminder will not be checked by default. The remaining fields are identical to those fields included in a single Reminder Record. Complete each field and the Reminder defaults accordingly upon launching the Batched Reminders from within a Res Card. Enter default entries for: Timeless, Start Time, Duration, Login Name, Priority, Private, Reminder Type, Subject, Set Alarm, Completed and Remarks. Click OK to save your first Reminder within this Batch. 6) Continue to add as many default Reminders as you would like included within this Batch of Reminders by repeating Step 5 above. 7) After each default Reminder is created for this batch, click Save Changes to save the Batch. Create more than one Batch of Reminders if desired. For example, if you would like different default Reminders for a Tour booking then for a Cruise booking, or for a particular Group booking, then add another Batch of Reminders accordingly. Host Codes If you are sending invoices to a Host agency and need to track reservations booked through the Host, you need to set Host Codes. To ensure continuity across reservations, this field is not free flow, but is populated by selecting from a drop-down list created in Tools Settings Host Codes. Use Add, Modify and Delete to customize your list of possible Host Codes. Go to Tools Settings Default Field Values for Res Cards and set a default Host Code for new Reservations if desired. Once your Host Codes have been established, upon creating new Res Card Reservations, track the Host Code as desired. Upon generating an invoice for each reservation, the Host Code is saved within the invoice booking record accordingly. Agencies using the IC/Host utility to export invoices for their Host agency can now include invoices issues from ClientBase Browser. Travel Types Customize the Invoice Travel Types to correspond to those in your own accounting system if you do not have Trams Back Office. ClientBase comes with 25 default Travel Types. Note: For agencies using Trams Back Office, we recommend all Travel Types be edited from TBO, rather than ClientBase as links to General Ledger accounts exist. To edit those defaults: 1) Go to Tools Settings Travel Types. Here, you can modify each of the default types. 2) Select the travel type edit and click Modify. Travel types are user-defined and used upon invoicing to designate the type of travel the invoice is being generated for. Travel type is a merge field available for use when setting up your PNR Rules. 3) Under travel category from the drop-down menu, link this travel type to the appropriate travel category. Travel categories are pre-defined (Air, Hotel, Car, Cruise, Tour, Rail, Transportation, Insurance, Service Fee & Miscellaneous) and used to categorize each reservation captured in ClientBase. 3) Type the name of the new travel type. 61

60 ClientBase Browser Introduction & Setup 5) Click Save. Live Connect Providers Access and update your listing of Live Connect Providers directly in ClientBase. You may want to add a new one between ClientBase releases, or be notified of a change to the provider s URL. Click Add to add a new provider, add the Name, URL, Travel Category and Import XML source. The Include Authentication area is only checked if the Live Connect Provider setup instructions specifies so. (When implemented, it allows for ClientBase to first authenticate the User Login and Password via the booking engine's authentication security layer, obtain an authentication code, and then repost to the booking engine URL with the authentication code in addition to the login and client data. This setting is required by Sabre Cruise Live Connect.) Click on entry to Modify an existing Live Connect Provider or Make Inactive. Live Connect Logins Access and update agency level Live Connect Login information directly from ClientBase. Keep in mind that any Live Connect Login and Password information captured at this level applies to all ClientBase User Logins. To capture unique Live Connect Login information per user, use the Live Connect tab within the ClientBase User Login record (Tools Settings User Logins Live Connect tab or in Tools My Login). Header and Footer - Invoices or Trip Proposals Add or update global level Headers and Footers for Invoices and Trip Proposals directly from ClientBase. These Headers and Footers can be used to set your page margins, recreate your 62

61 ClientBase Browser Introduction & Setup agency letterhead and standardize your Invoices and Trip Proposals through the use of customizable Text, Graphics and Merge Fields. Agencies with multiple branches have the option of setting up just one global header/footer and use the branch merge fields for customization by branch. Go to Tools Settings Headers and Footers to update or create your agency level Headers and Footers. (Invoices and Trip Proposal Headers and Footers must be set up separately.) HEADER/FOOTER TABS Click the desired tab to setup the headers and footers. The report header is the header on the first page of the report; the report footer is the footer on the last page in the report. The page header is for each page of the report, and the page footer is for each page of the report. If you have a Report Header/Footer and Page Header/Footer all setup, each prints on each of the pages you designate. Add Text: Use Add Text to insert text into the header or footer. A text box appears in the upper left corner. Size it and move it by using the 2-directional and 4-directional arrows. To type and format text, double-click the text box. A screen appears to enter your desired text, align the text, add merge fields (see below), and set the font. Click OK to go back to the main screen. Add Picture File: Use Add Picture File to insert a graphic file. Use the browse feature to locate the graphic file on any drive/directory and click Open once located. (Use *.jpg, *.jpeg, *.bmp, *.ico, and *.emf type graphic files within headers and footers.) Double-click the graphic to access dialog box to set size and page alignment, or highlight the graphic to click and drag, size, and position it properly. Tip: Make sure the graphic is properly sized before importing it. Add RTF: An rtf box provides slightly more formatting than a text box. Notice the formatting toolbar and merge fields. 63

62 ClientBase Browser Introduction & Setup HEADER/FOOTER MERGE FIELDS Use the Add Text or Add RTF button to create any text box. Size it and move it by using the 2- directional and 4-directional arrows. Double-click within the box to enter text and click the Insert Merge Field to obtain a listing of all the merge fields available. Note: Res Card Bill To and Res Card Ship To merge fields appear in the text box as one line, but when merged can take up to 5 lines of address information, so be sure provide a large enough text box when using these merge fields. PAGE HEADERS/FOOTERS, PRINT OPTION On All Pages: Appears on all pages regardless of the number of pages. If Report Headers/Footers exist, the Page Header appears just below the Report Header, and the Page Footer appears just above the Report Footer. On First Page Only: Appears on just the first page, or if a single page document appears on that single page. If Report Headers/Footers exist, the Page Header appears just below the Report Header and the Page Footer appears just above the Report Footer on Page 1. Skip First Page: Appears only starting with Page 2 of the document. If it's a single page document, then it does not appear. MERGE FIELDS WITHIN HEADERS/FOOTERS - INVOICES/TRIP PROPOSALS Invoices Only Merge Fields: Invoice Agent, Invoice Agent Address, Invoice Agent City, State Zip, Invoice Agent Primary Phone, Invoice Agent Primary Fax, Invoice Agent Primary , and Invoice Agent Primary WebSite. Invoices and Trip Proposals Merge Fields: Login Agent, Login Agent Address, Login Agent City, State, Zip, Login Agent Primary Phone, Login Agent Primary Fax, Login Agent Primary , Login Agent Primary WebSite, Res Card Agent, Res Card Agent Address, Res Card Agent City, State, Zip, Res Card Agent Primary Phone, Res Card Agent Primary Fax, Res Card Agent Primary , Res Card Agent Primary WebSite, and Res Card No. Page Margins: Set the left, right, top, and bottom margins for Invoice. How to Set Up User Level Logos in Headers/Footers Logos can be added to Headers and Footers at the user level for use on Invoices, Itineraries, Trip Proposals, Trip Statements and Receipts. Some agencies have the need for an agent to have his or her own unique branding to appear on Invoice, Statements, etc. (such as agents that are Independent Contractors). To use the agent logo feature, it is necessary to add the agent's logo to the Agent's profile and to add the Primary Agent Logo merge field to Headers and Footers. The agent's user login must be associated with an agent profile. Verify that the Agent Profile field is completed in the user login settings. If Agent Profile is missing from the user profile, the SYSDBA user must login and complete it. (Tools Settings User Logins.) Next, query and select the agent profile, click the Attachments tab and Add. There are two Attachment Types of Logo and General (for attachments other than logos). Select Logo, then Browse for Attachment and select the agent's logo image. Agent's logo image must be a *.jpg, *.jpeg, *.bmp, *.ico, or *.emf type graphic file. Make sure it's the correct size before you import it. Complete 64

63 ClientBase Browser Introduction & Setup the Description field and click OK to save. After saving the agent logo, select the desired Header and Footer (Invoice, Trip Proposal, Receipt, etc.). Double-click on the global logo image to open the Picture Designer. Do not change the current logo image. Click the down arrow on the Merge Field, select Primary Agent Logo from the drop down and click OK to save. Repeat these steps to add the Primary Agent Logo merge field to each Header and Footer (Invoice, Trip Proposal, Receipt, etc.). If a logo exists in the Agent Profile, that logo is merged on to the document as long as the Primary Agent Logo merge field is in the Header and Footer. If no logo exists in the Agent Profile, or if the agent's user login does not have an assigned Agent Profile, the agency's usual Header and Footer is used (Branch level or the Global level). In addition to the setup needed in CBB/CBO to use this feature, it may also be necessary to increase the Tomcat configuration to allow larger POST request processing. Changing the Tomcat configuration should be handled by your IT administrator only. Click here for configuration instructions to for the administrator. 65

64 ClientBase Browser Introduction & Setup Required/Optional Fields Database administrators can designate certain fields within a Profile, Activity or Res Card record as a mandatory field that must be completed for the record to be saved. By default no fields in a Profile, Activity or Res Card are set as mandatory, but by going into and selecting the record type, set any field as either Required, which means you cannot save the record without completing this field; or as Optional which means you get a prompt when saving the record and if this field is left blank, the system still saves the record. After choosing the Required/Optional Fields setting, click on the blue Profile, Activity, Res Card, or All links to navigate around the screen. Clicking these links expands the screen to provide the individual selections for each category. Click on an icon to change the given property for each selection. Click Save upon completion of selections. Note: The Traveler//Contact tab in Profile Required Fields helps track travelertraveler information for TSA Requirements. Information needed to meet TSA Requirements such as Gender, Middle Name, and Birth Date (day, month and year) are located under a new Traveler/Contact section under 66

65 ClientBase Browser Introduction & Setup Tools Settings Required/Optional Fields. Other fields which can be set to Required or Optional are Relationship, Courtesy Title, First Name, Last Name, Citizenship, Primary Passport Number, Primary Passport Issue Date, Primary Passport Issue City and Primary Passport Expiration. After adding or editing a traveler record and saving it, prompting will occur if any of the required/optional fields are missing information. When using Required fields for Birthday Month, Birthday Day and Birthday Year: **If Birthday Day is required or optional, the Birthday Month is set to Required. **If Birthday Year is required or optional, the Birthday Month and Birthday Day will be set to Required. **If Birthday Month is not Required, then both Birthday Day and Birthday Year will be cleared. 67

66 ClientBase Browser Introduction & Setup 68

67 Chapter 2 Getting to Know ClientBase This section provides a general overview of ClientBase. The features of the program are broadly discussed in this chapter with an in-depth look at each of the features and its application within your agency in succeeding sections. Introduction At the heart of ClientBase is the ability to locate, modify and use the information held within an agency s database. Your database contains a wealth of knowledge on past and present customer and vendor relationships. Being able to easily access and use this valuable information to maintain existing relationships and build new ones may very well establish the future success of your agency. ClientBase is the tool of choice to easily access, manage, update and use this valuable database information. We ll show you how! ClientBase Main Screen The first screen to appear after logging on is the main screen. To become better acquainted with the ClientBase features, it may be helpful to think of the screen as being divided into six sections: 1. Browser Items 2. File Managers, Tools, Help, Log off 3. Menu Items 4. Search (Query) Filters 5. Navigation Bar 6. Search (Query) Results 69

68 Getting To Know ClientBase Meet the Browser Items Meet the File Managers, Tools, Help, Log Out The File Managers consists of Profiles, Activities, and Res Cards. Profiles provide quick access to vital information about your clients (Leisure or Corporate), Service Provider, Vendor, Agent and Other profiles (non-travel related entities, such as the electric company or landlord). From this area locate, add, or modify profile records. Activities allow you to easily manage activity data (Notes, Reminders and Mailers) and provides query filters and results listed by Activity. Res Cards Manager allow you to easily manage Res Card data, and provides query filters and results listed by Res Cards. Profiles File Manager When clicking Profiles, search (or query) filters appear or select a link which contains a stored set of 70

69 Getting To Know ClientBase query filters (Global or Personal Saved Searches) from the drop-down menus. You can also use a simple or advanced search to enter a custom search. (To view all profiles, click Find.) When querying a profile, enter the first few letters and the system automatically displays all names that are possible matches. For example, if you are searching for the client, Janet Sharp, type Sharp in the Profile Name/Company field and the system automatically displays any profile with the last name of Sharp. If you type Sharp/J, ClientBase further filters the names showing only those with Sharp as the last name and the first names that start with a "J". This works for all Profile Types and all Profile name fields. Global and Personal Saved Searches The Global Saved Searches represent a set of search filters and column arrangements that have been saved and named. With a single click of the mouse from these drop-down menus, these links automatically complete search filters and display results after clicking Find. The Personal Saved Searches represent folders that have been saved by you and can only be seen and utilized on your own login. To retrieve a specific profile, click View next to the entry or the action menu icon (gear). This icon is displayed to the right of View and is listed for each record in the query. It has been designed to allow you to perform a variety of actions for that one record without having to open the record first - saving you a few extra clicks of the mouse. Activities File Manager When opening Activities, search filters are entered by default or you may select a link which contains a stored set of search fields (Global or Personal Saved Searches) from the drop-down menus. You can also use the simple or advanced filters to enter a custom search. (Clicking Find displays all 71

70 Getting To Know ClientBase activities.) The Global Saved Searches represent a set of search filters and column arrangements that have been saved and named. With a single click of the mouse from these drop-down menus, these links automatically complete search filters and display results after clicking Find. The Personal Saved Searches represent folders that have been saved by you and can only be seen and utilized on your own login. To retrieve a specific activity, click View next to the entry or the action menu icon (gear). Edit takes you directly into the activity, or Go to Profile takes you directly into the profile for which the activity was created. A new activity can be created at any time in Profiles, Activities, or Res Cards by clicking the Note, Mailer or Reminder menu item on the menu bar. Res Cards File Manager Res Cards replace the paper index Res Card and file folders that have for years cluttered agencies. In the past, agents entered details of many leisure type reservations (client information, confirmation numbers, itineraries, vendor information, remarks, etc.) on cards or yellow paper pads. Agents kept these cards somewhere on their desk or somewhere in the file. That somewhere translated into precious time spent searching for Res Cards, especially when the booking agent was not available and another agent had to locate the card. With Res Cards, you now have a tool to organize and maintain reservation information in a central database. If agents get in the habit when talking with clients or vendor/service providers of entering the details directly into the Res Card rather than jotting the notes on paper when a customer calls, any agent is able to answer questions or update information by accessing the customer s Res Card. (This data provides valuable reports for management as well.) 72

71 Getting To Know ClientBase Clicking Res Cards allows you to search and manage the database for Res Cards. Stored searches Global and Personal Saved Searches for the Res Card Manager are available for selection from the drop-down Global Saved Searches and Personal Saved Searches as well as the simple and advanced search areas to enter a custom search. From this area, locate, add, modify or delete Res Cards. Upon entering Res Cards and clicking Find, by default the system displays active Res Cards. To retrieve a specific Res Card, click View next to the entry or the action menu icon (gear). Edit takes you directly into the Res Card, Invoice takes you directly into the generate invoice area of the Res Card, and Go to Profile takes you directly into the profile for which the Res Card was created. Res Cards automate your manual reservation data and provide the means to generate itineraries and invoices for customers and track client balances. Tools Page History: The page history area "remembers" the last places you have navigated to in the program. To quickly hop back into a recently visited area, simple click on that link. Settings: Access the ability to customize Settings, Branch Settings, and User Logins. Mask Credit Card Number: Remove (purge) credit card information for Payments, Booking CommTrack CC Numbers and Reservation Deposit CC Numbers no longer of use. Masking a credit card number removes the full encrypted credit card number and replaces it with a masked version of the number. To use this feature the database must be credit card encrypted. The feature can be disabled for any user by selecting the user login settings under Advanced Other Restrictions and checking the box Disable Ability to Mask Credit Card Number. Select Tools Mask Credit Card Number. In the Records to Mask field, choose the type of record to remove from the drop down. Options for removal are: 73

72 Getting To Know ClientBase *Payments (EFT, CC, CC Merchant) *Booking CommTrack CC Numbers *Reservation Deposit CC Numbers (This option appears in CBB only.) In the Purge As Of field, enter the Purge Date. For example, if you want to remove records prior to 01/01/2011, the Purge Date is 12/31/2010. Records are removed by date as follows: *Payments (by Payment Date) *Booking CommTrack CC Numbers (by Depart Date) *Reservation Deposit CC Numbers (by Deposit Due Date) After entering the purge date click the Mask Credit Card Number button. A message appears indicating what type of records will be masked and as of what date. Click Yes to continue or No to return to the selection criteria. Trams Back Office Users: If your database is also used with Trams Back Office, do not purge using the options of Payments or Booking CommTrack CC Numbers, as these affect accounting data and therefore removal must occur in Trams Back Office. If either option is chosen, upon clicking the mask button to precede you will receive the warning, "Permanent masking of payment entries will affect accounting history and should be managed in Trams Back Office." Please note that if you continue, you risk ruining your accounting data. Sync Users: The feature can only be used from the Primary database. Import Profile: Import data into ClientBase in the form of an ASCII (.txt) file. Directions are in section entitled, Set Up to Use ClientBase. Case Converter: ClientBase has the ability to convert cases of some of the fields in the program. For complete directions on this feature, go to section, Using the Profile Manager to Manager Your Profiles. Global Modify: ClientBase has the ability to globally modify some of the fields in the program. For complete directions on this feature, go to section, Using the Profile Manager to Manager Your Profiles. My Login: By going to Tools My Login, each user has the ability to update their own default settings including Query Folder Defaults, Profile Defaults, Communication Defaults, Live Connect settings, PNR Import Settings, Settings, as well as User Name, Title, and Login Password. User Settings: Only the User Name, Title, and Password can be changed from this area. Saved Search Defaults: Each file manager (Profile, Activity, and Res Card) comes with a default set of folders, which represent a stored set of search filters. In addition to the default folders, your agency and agents can create their own custom folders. This area of the user login allows you to identify which folder should be opened by default (within each manager) when first signing into 74

73 Getting To Know ClientBase ClientBase. Choose from the drop-down menu the types of transactions you want to see when first entering ClientBase with this login. Profile Defaults: Each profile type is made up of several links information. Under Profile Defaults, select which link fist appears when viewing each type of profile. For example, you may to see marketing information first thing, every time they retrieve a leisure client profile. If so, click the down arrow next to Leisure and select Marketing. You can select any link for any profile type. Communication Defaults: The agency is no longer confined to its four walls. With so many outside agents and employees working from distant locations, customers come with many different area codes and even from different countries. Agent users have the opportunity to save default phone information as part of their log in. Note: If this screen is left blank, then information that is listed under Settings (Global Defaults) is used. Live Connect: This set-up setting area is for agencies who want to use Live Connect in the Res Card. Set up for Live Connect agent logins can be done in two ways - globally (if all agents share the same user name, password or account number), or individually. When Live Connect is launched, the system first looks to see if there is login information at the User Login level, and if not, then looks for the login information at the Settings (Global Defaults) level. Live Connect Provider: Select from the drop-down list. User Name, Password and Account Number: Enter the necessary fields based upon the login information provided to you by the Live Connect provider. Setting up Individual Login Information: To set up Live Connect for each user login, click on the Live Connect tab in the User Setting. Click Add to add a Live Connect Provider User. (For a complete overview of use Live Connect, please refer to the chapter An In-Depth Look at Live Connect.) PNR Import - If you are using PNR Import, you may be asked to use this area. See An In-Depth Look at PNR Import for more details. Settings ClientBase uses the SMTP (Simple Messaging Text Protocol) to send s. Complete the User Login SMTP Settings obtained from the entity responsible for maintaining your mail server (ISP). For 75

74 Getting To Know ClientBase complete directions on setting this up, see section, Putting Your Profiles to Work for You or Setup to Use ClientBase. ABOUT - Clicking About provides you with further details on the ClientBase configuration including Application Version, Database Type (IB or Oracle) and version, Agency Serial #, Expiration Date and Max # of Simultaneous Users, and Private Label Version. Help Provides on-line program topics that explain different areas of the program with directions on usage. Log Out Returns user to the Sign In area. Meet the Menu Items Merge Options In any of the File Managers, after searching for a Profile, Activity, or a Res Card, a Merge Items feature shows up: Merge To Document: Launch a Document Template (setup by default) from the results of a search into Wordpad, MS Word, Open Office, etc. to view, edit and print the document with all fields merged. You can also Merge to Doc inside a client profile. Please see section on Putting Your Profiles to Work for You for exact directions on how this is done. Merge To Launch an from the results of a search. Please see section Putting Your Profiles to Work for You for exact directions on how this is done. Merge To File: Export the results of a search for use in other applications such as MS Word, Excel, etc. to run labels or reports, and print from your local workstation. Arrange and sort columns as desired before printing. Merge To Printer: Print the results of a search from the Profile, Activity, or Res Card Manager. 76

75 Getting To Know ClientBase Merge To Label: From the results of a search from the Profile, Activity or Res Card Manager, merge to labels. Create Profile After clicking Create Profile, you can create a new profile. Most important to capture in the beginning is Name, Address, Phone, and and then Save. Complete directions on entering new profiles and the anatomy of a profile are found in the section, An In-Depth Look at a Client Profile. Want a quick way to create a profile? Use the following hot keys: Alt shift L = New Leisure Alt shift C = New Corporate Alt shift S = New Service Provider Alt shift V = New Vendor Alt shift A = New Agent Alt shift O = New Other Res Card Create a Res Card for any profile by clicking on this menu option. Associate the Res Card with a profile by clicking on the three dots to the right of the Prepared For field. Learn more about Res Cards in the section entitled, An In-Depth Look at Res Cards. Note, Mailer, Reminder Create a note, mailer, reminder from the results of a search. Please see section An In-Depth Look at Activities for exact directions on how this is done. 77

76 Getting To Know ClientBase Reports Currently only the Client Survey and the Profile Statistics Reports are available for use in ClientBase, but check back soon for additional reports. CLIENT SURVEY The Client Survey report shows contact and marketing information an agency currently has on record for a client in ClientBase. The survey is given to clients to verify and/or update their information. The survey can be printed or ed right from ClientBase. Users may define what marketing tables and codes are included on the client survey printout. Set up the client survey defaults in under Tools Settings Client Survey Report Settings. Check the box next to any of the marketing tables that you want to include in Client Survey. There is also an option of Print only codes selected for profile, which when selected, does not print all marketing codes available, but just the codes that have already been checked off. These defaults can be overwritten each time a client survey is printed. STATISTICS REPORTS Statistics reports provide a bird's eye view of the marketing and demographic data captured in the database, including summaries with totals and percentages. To run Statistics Reports, from the Profiles Manager, query the desired records, and then select Reports Profile Statistics from the menu bar and select the desired report. Reports are run from the Current Results in Profile Manager. Marketing Code Statistics - For each Marketing Category Item, view Profile Count, Profile Matches, and % (Profile Count/Profile Matches). Profile Statistics - Report provides a breakdown of the number of profiles created and the number of profiles modified for each user, broken out by profile type. Report is run from the current results in the profile manager, with the option to "Include Only Users That Have Stats". Referred by Statistics - For each Referred By Item, view Profile Count, Profile Matches, and % (Profile Count/Profile Matches). Geographic Statistics - For each Zip Code, City and State, view Profile Count, Profile Matches, and % (Profile Count/Profile Matches). Birthday Statistics - For each Month/Date, view Profile Count, Profile Matches, and % (Profile Count/Profile Matches). Special Date Statistics - For each Special Date Type, view Profile Count, Profile Matches, and % 78

77 Getting To Know ClientBase (Profile Count/Profile Matches). Completed Fields Statistics - For primary fields captured with the General Information folder, view a Profile Count, Matches and % (Profile Count/Profile Match) for those fields. Meet the Search Filters Your database holds a wealth of information on your customers - marketing activities, communication and address information, traveler/contact preferences, and more. This information is of little value unless you can quickly and easily access the data you need. The search (query) feature provides filters to quickly sift through your data to match your required search criteria. Simple Search You have the ability to do simple or complex searches based on the selected search filters in the Profile, Activity or Res Card Managers. Simple Search Quickly locate a profile or a group of profiles by completing one or two search filters in the simple search area. The drop-down field to the left identifies what you want to search by, and the blank field to the right provides an area to type in search data. If you choose to use both fields, then the criteria is strung together with an "and", not an "or", and only those profiles that meet both query fields are displayed as a match. When querying a profile, enter the first few letters and the system automatically displays all names that are possible matches. For example, if you are searching for the client, Jane Smith, type Smith in the Last Name field and the system automatically displays any profile with the last name of Smith. If you type Smith/J, ClientBase further filters the names showing only those with Smith as the last name and the first names that start with a "J". This works for all Profile Types and all Profile name fields. All leisure clients with the last name starting with "smith" appear in the results area. Select the client name you want and click Find. Simple Search 79

78 Getting To Know ClientBase Advanced Search Advanced Search provides additional filters that allow you to more narrowly define what you are looking for. Search filters are selected by clicking Go to Advanced Search, then Enter Data to Search by, and completing as many of the search fields as desired in the General Info, Marketing, Activities, Traveler, Res Cards or More Field links. Each field selected is strung together with an and that more narrowly defines the search. For example, you have just received a hot cruise special to Europe and want to get a number of all past and potential cruise clients interested in Europe and living in the zip code to see if you should do a mailing. Select Leisure under Profile Type; in the Zip Code field; Europe and "Cruise" under Marketing categories and click OK. You have selected the filters to search your database for all leisure clients who expressed an interest in cruising and want to go to Europe and live in the zip code area. When you click OK, all clients in the database meeting the search criteria are displayed on the results screen. Use any of these links to search in Advanced Search Be sure to Reset to refresh criteria Meet the Navigation Bar The Navigation Bar provides a means to jump to various profiles in the search results screen by using First, Previous, Next and Last. To obtain a number of entries in the results of a search, click Count. The program only displays so many results at one time, so use First, Previous, Next, Last to navigate. Also on this bar are Select Columns, Sort by Columns, and Saved Searches. Select Columns Click Select Columns to choose columns displayed in the search results screen. 80

79 Getting To Know ClientBase To change a column, move the highlighted column over to the other side by using the > or < arrow. By using the shift key and mouse, select as many consecutive entries as you want to move; by using the control key and your mouse, select non-consecutive entries to move. Use the >> or << arrows to move all columns at one time over to the other side. Use the up and down arrow buttons to order your selections. Click OK to save, and Cancel to abort. Sort by Columns Click Sort by Columns to sort columns in the search results screen. Sort up to 3 columns in ascending or descending order, and click OK to save, or Cancel to abort. Saved Searches Click Saved Searches to View an existing Global or Personal saved search. If you have been granted permission, you are also able to Replace, Rename, or Delete a saved query or create a new brand new one. See Using the Profile Manager to Manage Your Profiles for more details. Meet the Search Results After doing a search, the results appear in the Results Screen The Search Results Screen displays only those records that meet the search criteria you entered in the search filters. In Profiles, all results are identified by type of Profile: Leisure, Corporate, Service Provider, Vendor, Agent, or Other. In this example, the query filters were entered from Profiles and set to Profile Type of Leisure, and a few letters of the Last Name, smith. After clicking Find, the search results displays all leisure clients in the database whose last name begin with smith. To select a record appearing within the results screen, click View to go to the profile, or click the action menu icon (gear) to activate the following items for this profile only: View, Delete, View Activities, Merge to PNR, Merge to Document, Merge to , Launch Live Connect, New Res Card, create a Note, Mailer or Reminder. 81

80 Getting To Know ClientBase 82

81 Chapter 3 An In-Depth Look at Client Profiles This chapter familiarizes you with setting up, maintaining and using client profiles. Introduction In today's marketplace travel agencies are finding a need to shift their focus away from being order takers and processing transactions. To survive and profit, it has become imperative for an agency to practice CRM or Customer Relationship Management. An agency services clients and strengthen these relationships in order to build and retain client loyalty. The information collected within the leisure and corporate profiles provide an important tool to achieve this goal. Types of Client Profiles There are two types of client profiles in ClientBase - Leisure and Corporate. A Leisure profile is created for each leisure client s household. A client profile holds any number of travelers. For example, an agency created an leisure profile for Mr. & Mrs. John Smith. The travelers are John, the primary contact; Karen, his wife; James, his son; and Jesse, his daughter, and are included as part of the Smith profile under the link, Traveler. Whenever anyone in the household calls the agency to travel, John s profile is accessed and used to confirm or add vital information for any traveler. Corporate profiles are created for each of your commercial clients. Each profile may contain any number of contact who are company travelers. These are listed in the client profile under the Contact link. Many times a traveler listed under a corporate profile also is also a traveler in a leisure profile as well. A traveler can be linked to unlimited profiles types. Create a New Client Profile New client profiles can be created by clicking on Create Profile on the menu bar and selecting 83

82 An In-Depth Look at a Client Profile Leisure or Corporate. Want a quick way to create a profile? Use the following hot keys: Alt shift L = New Leisure Alt shift C = New Corporate Alt shift S = New Service Provider Alt shift V = New Vendor Alt shift A = New Agent Alt shift O = New Other After clicking Create Profile, you can enter information on a new leisure client on the Quick Entry form. There is one profile per paying party. The Quick Entry form consists of two screens, one for the Profile and one for the Primary Traveler. All Required and Optional fields are displayed, along with the basics: Profile Type, Name /Address Courtesy Title Primary Traveler fields, Primary Phone, Interface ID, Primary Agent, and Branch. Required and optional fields are indicated with peach and green shading, respectively. 84

83 An In-depth Look at a Client Profile On the Primary Traveler screen, after a user fills in the fields and clicks Save, a search is performed behind the scenes based on the name fields and the phone and fields. If a match is found, the user is prompted with a list of the matching Travelers and is given the opportunity to either link the existing Traveler to the new Profile, or to cancel out and create a new Traveler. If a user does not have permission to access a certain profile type, they will be unable to create profiles of that type. If a user has no permission to view a profile tab which has required fields for a certain profile type, the user will not be able to create a profile of that type. Anatomy of a Profile A client profile in ClientBase stores an unlimited amount of information about your customers. To organize all this information and make it easily accessible to all users, each profile is made up of 85

84 An In-Depth Look at a Client Profile these key areas, Menu Items, Header Info, Indicator Icons, and Information Links. MENU BAR PROFILE HEADER INFO LINKS Let s explore each of these key areas: Menu Bar The menu bar contains links to features - Merge Options Merge To Document enables you to launch a Document Template from the results of a query into Wordpad, MS Word, Open Office, etc. to view, edit and print the document with all fields merged. 86

85 An In-depth Look at a Client Profile Merge To launches an message for the profile you are in. Merge To Label enables you to create a label for this profile. PNR (Merge to PNR) enables you to pass client data to your reservation system's PNR. Res Card (Create a New Res Card) activates the Res Card feature to enter trip data. Live Connect (Merge to Live Connect) activates a Live Connect screen to enter your Vendor and Live Connect Provider and launches you into the Live Connect booking site without having to create a new Res Card first. Upon importing the reservation, a brand new Res Card with all the imported data therein is created. You can also create a Note, Mailer, or Reminder from the menu bar for the profile you are in, or link to another profile by using the three dots next to Profile field. At very top of screen, notice the menu bar that contains Tools, Help and Log Out. Under Tools, Page History shows a trail of the past areas in ClientBase that have been navigated to in the program, as well as a link to each manager. To jump to any previous area in this history, simply click on its hyperlink. Click Help to access useful information about program features. Click Log Out to leave the program or log in as a different user. For complete instructions on Merge to Document, Merge to , Merge to Label, and Merge to PNR, please see chapter, Putting Profiles to Work for You. For complete instructions on creating a new Res Card and PNR Import, please see chapters, An In-Depth Look at Res Cards and An In-Depth Look at Live Connect. Creation of Note/Mailer/Reminder is found in chapter, An In-Depth Look at Activities. Header Information The header conveniently displays pertinent information including the current mailing address, communication entries captured for this profile, , Number of Marketing Codes, Primary Traveler, Groups, Primary Agent, Date Created, Salutation, Interface ID and program generated Profile No. By confirming the accuracy of this information and adding any new details each time a customer calls, the user ensures that the client data (and agency marketing data) is always up-todate. 87

86 An In-Depth Look at a Client Profile The Communication entries displayed in the header are first, the Profile's Primary entries; and if space permits, the Primary Traveler's Primary communications follow. If there's still space left, the primary communication entries of the next traveler are shown. All of the field labels in the header are clickable and will take the user to that section of the profile. For example, if Marketing Codes is clicked, the Marketing tab opens. Profile Indicators Profile indicator icons to the right of the arrows appear if the customer has an active Res Card indicating travel arrangements are in the works (that s the top, yellow icon). The middle icon alerts you that this client has previously purchased travel. The third icon (a finger with a red string) alerts you if there are any open reminders for this client. None of the above icons appear in the profile if the client has no active Res Card, open reminder or past travel history with your agency. Click on any of these icons to immediately move into that profile area, i.e. by clicking on the Res Card icon, you ll get into the Res Card link. Date Fields Complete a date field using any one of the following formats or double-click on calendar date on drop-down: 1) mmddyy or mmddyyyy (separators are not required) 2) ddmmmyy or ddmmmyyyy 3) 0 (for current month, day and year date) 4) mm (defaults to current day and year) 5) mmdd (defaults to current year) 6) mm-dd-yy, mm/dd/yy, mm.dd.yy (-, / and. are valid separators) 7) m-d-yy, m/d/yy, m.d.yy You can also select a date from the drop-down calendar. Detailed Review of Information Links Each client profile contains the following information links: General Info, Communications, Remarks, Marketing Codes, Travelers, Activities, Credit Cards, Loyalty Programs, Res Cards, Travel History, Groups, Attachments, PNR Entries, and More Fields. 88

87 An In-depth Look at a Client Profile General Info Link The General Information link displays the primary data for this household or business. GENERAL INFO This area has the following fields and can be edited: Profile Type, selected from drop-down; Profile Name; Name; Additional Name, which prints on label or invoice. ADDRESS A client profile can include unlimited addresses which may be designated as: Primary, Bill To, Ship To, Secondary Address and Alternate Address. Only one address though may be designated as Primary, one as Bill To, and one as Ship To. When creating a new address, click Add Address, fill in correct address details and choose the address type(s). (Each traveler has the option of having their own address in their traveler record. Remember a traveler record now can be linked to multiple profiles.) This area contains the following fields: Address Line 1: Enter first line of address. Address Line 2: Enter second line of address. Apt/Suite: Enter apartment or suite number. Zip/City/State/Country: Enter the zip code, city, state, and country of the address. (If the Database Administrator has set up the Zip Code field in the Windows version of ClientBase, when you enter a Zip Code, the default City, State and Country populates automatically. On the Edit screen of an address record, the Zip Code field is now positioned in front of the City and State to facilitate this feature.) Description: Enter description if desired. 89

88 An In-Depth Look at a Client Profile ADDRESS TYPE Primary/Bill To/Ship To/Alternate: One address record can represent multiple Address Types. Click to select. Secondary: The Secondary Address choice also offers a date option. This is particularly useful because it allows entry of a specific time frame your client may be residing at the Secondary Address. After clicking Secondary Address, select the From and Through months from the dropdown menu. Save/Cancel: Click Save to accept new information or Cancel. To modify an entry, click Edit next to the address you wish to alter, make changes, and click Save. To remove an entry, click Edit next to the address you wish to remove, and click Delete. ADDITIONAL INFO These fields provide general information about the profile. To edit fields in this area, click Edit, make changes, and click Save. Interface ID: Important! This field allows the interfacing of records generated from the CRS (Front Office) to the agency accounting system (Back Office). If your agency's system requires that this field exist (for example, Trams Back Office does) then create an Interface ID as directed by the agency and complete this box. Primary Agent: This field defaults to the login agent at the time the profile is created. It can be modified to represent the appropriate agent considered primary to the customer (by clicking on the drop-down menu), or left blank. Salutation: The name used to greet the customer. For example, if Mr. Henry Wilkenson likes to be called Hank, enter Hank in this field. If Mrs. Emily Anderson likes to be called Mrs. Anderson, enter Mrs. Anderson in this field. Or, if you have a couple and want to include both names when addressing letters, enter Hank and Emily, or Mr. & Mrs. Anderson. Branch No.: For agencies with multiple branches, select from a drop-down menu the branch where this profile is created, or with which you want the profile associated. Branches are setup by the database administrator in the Windows version of ClientBase. Referred By: By using the drop-down menu, select how this client was referred to your agency. Statistic reporting can be obtained from ClientBase to get a bird s eye view of how new customers are learning of your agency. This is a useful way to evaluate the effectiveness of your advertising. This field is user-definable by the database administrator in the Windows version of ClientBase. Web ID/Web Password: If your agency is interested in using your website to collect and update customer information, these fields may become important, as most systems require a Web ID and Password to provide access to this type of customer information. Membership ID: Used at the profile level to capture any special ID number assigned by the agency to the customer account. This can be set up for use by the database administrator in Tools Settings. SPECIAL DATES These fields are particularly useful to record unique dates for each specific customer. Imagine the marketing possibilities, when several months before an anniversary or vacation time, your agency suggests as a gift, a trip reflecting the client s preferences. (Birthdays do not go in this area, but in the Traveler record!) To add unlimited special dates click on Add Special Date, fill in special date 90

89 An In-depth Look at a Client Profile details, and click Save. Date: Select month from drop-down menu, type day and year. Comment: Type a comment if desired. Save/Cancel: Click Save to accept new information or Cancel. You have the ability to maintain an unlimited number of Special Dates. To modify an entry, click Edit next to the special date you wish to alter, make changes, and click Save. To remove an entry, click Edit next to the special date you wish to remove, and click Delete. Attention Report Writers: Note: A change was made within the internal workings of the program in a previous version that removed the Special Date Type "Birthday" from Special Dates under the hood and moved it into a dedicated field. This change was to keep birthdates at the traveler level where they needed to be and not at a profile level. Although you will not see any visual changes from this, certain birthday queries may take extra time to process. This could happen in instances where the dates searched for in the query cross months or years. Example, if the query is to find all birthdays between December 27, 2011 and January 3, 2012, this query could run slower than it did in previous versions. Any reports written that use ClientBase data (Crystal Reports for example) that involve birthdates will need adjustments, as the internal change made will affect your reports. A new traveler table was created. Birthdate was then removed from the special date table and moved into the new traveler table. The traveler table contains three BIRTHDATE integer fields. All existing records were migrated to these fields. o BIRTHMDYMONTH o BIRTHMDYDAY o BIRTHMDYYEAR Here are some example SQL statements that show how special dates were queried in previous versions as compared to version 3.7. SAMPLE 1: TRAVELER Birthdays in the month of June OLD version: SELECT P.* FROM SPECIALDATE S JOIN PASSENGER P ON S.PASSENGER_LINKNO=P.TRAVELERNO WHERE S.MONTHDAY STARTS WITH '06'; NEW version: SELECT * FROM TRAVELER WHERE BIRTHMDYMONTH=6; SAMPLE 2: TRAVELER Birthdays between June 1 June 14 91

90 An In-Depth Look at a Client Profile OLD version: SELECT P.* FROM SPECIALDATE S JOIN PASSENGER P ON S.PASSENGER_LINKNO=P.PASSENGERNO WHERE S.MONTHDAY between '0601' and '0614'; NEW version: SELECT * FROM TRAVELER WHERE BIRTHMDYMONTH=6 AND BIRTHMDYDAY BETWEEN 1 AND 14; SAMPLE 3: TRAVELER Birthdays in 1963 OLD version: SELECT P.* FROM SPECIALDATE S JOIN PASSENGER P ON S.PASSENGER_LINKNO=P.PASSENGERNO WHERE S.YEARMONTHDAY starts with '1963'; NEW version: SELECT * FROM TRAVELER WHERE BIRTHMDYYEAR=1963; SAMPLE 4: TRAVELER Birthdays in 14-FEB-1963 OLD version: SELECT P.* FROM SPECIALDATE S JOIN PASSENGER P ON S.PASSENGER_LINKNO=P.PASSENGERNO WHERE S.YEARMONTHDAY=' '; NEW version: SELECT * FROM TRAVELER WHERE BIRTHMDYYEAR=1963 and BIRTHMDYMONTH=2 and BIRTHMDYDAY=14; PROFILE STATUS Create User/Create Date: These fields default to the system date and the user logged in at the time the profile is created. Both of these fields can be modified. Agencies use the Create Date field to query for new customers so that Welcome to the Agency Letters and travel surveys can be mailed. These fields are also used to query for management reports reflecting user productivity in creating new client profiles. Profile Status: Indicate whether a customer profile is Inactive from the drop-down menu. By default all profiles start with an Active status. An Inactive status is included so that you can flag a customer as inactive without having to delete the profile. When querying the ClientBase database, only profiles marked as Active are included in the search. Locate Inactive Profiles by using Level 2 Query. Save/Cancel: Click Save to accept new information or Cancel. Communication Link If no name is displayed, it is a profile-level communication entry. Communications are now sorted thus - Profile communications are listed first, then the Primary Traveler's communications, then the remaining Traveler communications, in the order that the Travelers are listed in the Travelers section. Within each of those divisions, Primary Communication entries are listed first, then non- 92

91 An In-depth Look at a Client Profile primary entries. There also communication indicators, Traveler, Marketing Permission, Invalid, and Primary. The standardized format for unlimited communication entries in ClientBase provides a platform upon which this information can be easily accessed. When creating a communication, click on Add Communication, fill in correct communication details, and click Save. This area contains the following fields: Traveler: From the drop-down menu choose what traveler this communication entry is connected with (if applicable). Type: Options include , Fax, Phone, Web, Facebook, Twitter, Linked In, Google Plus. Communication Type options include Social Media. This begins the first phase of social media integration. Fields are now available to begin capturing social media information in order to connect 93

92 An In-Depth Look at a Client Profile to social media profiles/page(s) in a future release.) Begin capturing information by clicking Additional Communications and click Add. Select a traveler and click the drop down to choose a Type from the list. The new types for social media use are: Facebook Twitter Linked In Google Plus After choosing the Type, enter the User ID (example: facebook.com/johnsmith). User ID format will vary depending upon the social media type. Next, select a Description. User defined descriptions can be created for specific use with social media. For example, customer John Smith may have a personal profile in Facebook, along with a business page for his company. A description of "Profile" and another of "Page" could be added to differentiate between whether the User ID entered is for the customer's profile or his business page. Example Formats for capturing user's social media information: Facebook: For a profile - facebook.com/username (facebook.com/johnsmith); For a page - facebook.com/page name (facebook.com/sabretravel) Twitter: Twitter.com/username (Twitter.com/JohnSmith) Linked In: linkedin.com/pub/8/b8a/205 (Numerical string in the URL is the Linked In ID) Google Plus: plus.google.com/ (Numerical string in the URL is the Google+ ID) Just like all other communication types, social media communication types have a Marketing Permission checkbox. Marketing Permission is checked by default. Note: For s, a green check appears if the entry has been granted marketing permission. Profile s Primary: Indicate if this is the primary phone number, fax, , or Web address, since only one entry per communication type may be designated as Primary. Entry: You need only type the 7 digits of the Fax number or Phone number if in your area code, as ClientBase version adds a default country code and area code to the number when saved. For numbers outside your area code, type in the 10 digit area code and number (no other typing is necessary). For and Web entries, type these exactly as you want it to appear. Description: Choose a description if desired from drop-down menu. These options were setup by the database administrator in the Windows version of ClientBase. Save/Cancel: Click Save to accept new information or Cancel. As alternative methods of communicating with customers continue to expand (e.g. cell phones, beepers, additional s, etc.), you may find your phone tables growing increasingly lengthy for 94

93 An In-depth Look at a Client Profile customer profiles. You have the ability to maintain an unlimited number of communication entries. To modify an entry, click Edit next to the communication you wish to alter, make changes, and click Save. To remove an entry, click Edit next to the communication you wish to remove, and click Delete. Remarks Link The Remarks link provides a full-page view of the unlimited remarks and provides tremendous flexibility for entering comments in each customer profile. To add or edit a remark, click Edit Text, add text or make edits, and click Save or Cancel. The great thing about remarks is that the first few lines can be viewed from anywhere in the profile. 95

94 An In-Depth Look at a Client Profile Marketing Codes Link The Marketing Codes link provides the means of tracking client interests and travel preferences, while arming agents with key information to use during the qualifying process of selling leisure travel. Marketing tables are powerful links to clients with common travel interests when planning a direct mail campaign or planning group travel. Reports showing the travel preferences of your customers are extremely valuable in matching up customers and their interests with travel specials. To add or modify the client s marketing preferences, click Edit. Check or uncheck any marketing codes, and click Save or Cancel. These Marketing tables and codes are global, meaning the same codes are available for use in every profile for every user. Remember that customer s needs often change. Removing, or editing marketing information when no longer valid is as important as entering new information. 96

95 An In-depth Look at a Client Profile Travelers Link Use the Up/Down arrow to put the travelers in the order you desire. These two icons may appear in the header and are visual alerts of important dates:.a birthday present icon appears during the traveler's birthday month and disappears once the birthday month has passed. A red exclamation point icon appears if the traveler has an expired passport or credit card. Clicking on the exclamation point icon takes the user to Card record if it's an expired credit card, or to the Advanced Traveler Info tab if it's an expired passport. The icon disappears when the expiration date is updated.the Travelers link is designed for entering detailed information on specific individuals who are part of a particular household or business. The link is called Traveler when working with an Leisure profile or Corporate profile, and Contacts when working within any other profile. Add a new Traveler by clicking Add. When a user adds a new traveler record, the database is first automatically searched for any existing travelers that match. If a match is found, the user can select the existing traveler from the list presented and click Link to link the existing traveler. Any data that was entered while creating the new Traveler that did not exist in the Traveler record that was selected and linked will be retained. Example: An agent enters a passport number when entering a new Traveler. The agent clicks OK, and search finds an existing traveler record, but the existing record does not have a passport number. When the agent selects the matching traveler record, and data from the traveler record is populated on the screen, the passport information that was missing is now completed also. Conversely: If data was entered and the existing Traveler record contains information in that field, the existing Traveler data is retained. Example: Agent enters First Name, Last Name, and a 97

96 An In-Depth Look at a Client Profile birthdate of July 1, 1960, then clicks OK. The Traveler Search results screen appears, and the agent decides to select one of the existing Traveler records. The existing traveler has a birthdate of April 12, The existing birthdate is kept, not the one the agent entered. (Users can always go back and edit if the original information was incorrect.) Clicking Cancel returns user to the new Traveler if a link is not found. When clicking OK, the new Traveler is created. ClientBase checks that all Required/Optional fields are completed. If they are complete, the traveler record is saved and user is taken back to the Travelers screen. If Required/Optional fields are not completed, the user is prompted as to which fields need to be completed. USING SEARCH- The Search button in the Travelers screen replaces the old Copy and Paste functions in previous versions. If a user knows that the Traveler they want already exists in another profile in the database, they can click Search and bring up a Traveler Search screen with the following fields available: - First Name - Middle Name - Last Name 98

97 An In-depth Look at a Client Profile - Address - Phone Users can search by phone or address alone, or in combination with any of the name fields. If searching by name only, users must enter something in at least two of the three name fields. Valid Examples: **User enters First Name of Ken and an address of ken@example.com. Ken Able, who has that address, is returned; Ken Jones, who does not have that address, is not. **User knows the last name, but isn't sure exactly how the first name is spelled. He enters First Name A and last name Smith. All Travelers whose first name starts with A (Alice, Anne, Alex) and last name starts with Smith (Smith, Smithers, Smith-Jones) are returned. **User knows that Mary Anne Jones has married, but doesn't remember the Traveler's new last name. She enters First Name Mary and Middle Name Anne. All Travelers with that first and middle name are returned. **User knows the traveler's phone number and enters (650) All travelers with that phone number are returned. Linking from the Search screen results here works the same as the automatic search that runs when adding a new traveler. Let s take a look at how to organize information for each Traveler by going through each field of the Add/Modify screen. Traveler Relationship: By choosing from a drop-down menu, these user-definable items setup by the database administrator can be inserted. By identifying the traveler as a daughter or son in Leisure Profiles; Sales Rep or V.P. in Corporate Profiles, agents have an advantage when talking to a customer and can personalize their service. Primary Traveler: By default, the box is checked for the first Traveler or Contact added to the profile, designating them as Primary. For subsequent Travelers and Contacts added, the box is unchecked by default. If a user checks the box when adding a new Traveler or Contact, designating them as Primary, then the box will automatically be unchecked for the original Primary. There can be only one Primary Traveler/Contact per profile. Check here if this traveler is primary. Last Name: Enter the legal last name of traveler. 99

98 An In-Depth Look at a Client Profile First Name: Enter the legal first name of the Traveler in this field. This provides you with the correct information for booking purposes. M. I.: Enter a middle initial. Courtesy Title: Mr., Mrs., Mr. & Mrs., Ms., Dr. are all examples of courtesy titles. The drop-down menu allows you to select from a customized list (setup by System database administrator). This courtesy title can printed on mail labels and letters. Associate ID: This field is used at the traveler level to capture any special identification number assigned by the agency to the customer account. Redress No/Known Traveler No: If there are special identification numbers, enter here. Salutation/Nickname: Enter here any informal name the traveler goes by. Birthdate Date (mm dd, yyyy): Enter traveler s birthdate including Month, Day and Year, or any combination of those date fields. (If agent knows only month, enter it, then query the database by month, and send out your birthday cards!) Notice the read only field to the Traveler/Contact record called Age. This field is auto calculated base on the entries in the birthdate fields. This field requires at least a year be entered into the birthdate entry and calculates based on the following logic: - If Year but no Month and Day, Jan 1st of year is used to calculate Age. - If Month and Year but no Day, 1st of the month is used to calculate Age. - If Day and Year but no Month, Jan and day is used to calculate Age. - If no year then the Age field is left blank. Passports Passport Number #1 & #2: For up to 2 passports, enter traveler s passport number. Expiration: Enter traveler s passport expiration date in date format listed below; or double-click on the date from the drop-down calendar. This is the field to query on to send out letters alerting customers that passports are about to expire. Date Fields Formats Complete a date field using any one of the following formats or double-click on calendar date: 1) mmddyy or mmddyyyy (separators are not required); i.e., ) ddmmmyy or ddmmmyyyy 3) 0 (for current month, day and year date) 4) mm (defaults to current day and year) 5) mmdd (defaults to current year) 6) mm-dd-yy, mm/dd/yy, mm.dd.yy (-, / and. are valid separators) 7) m-d-yy, m/d/yy, m.d.yy Country of Origin: Enter the passport Country of Origin from the drop-down menu. Emergency Contact Name/Phone/Misc.: Enter emergency contact info here. Associate Profiles: See a list of other profiles this traveler is associated with. Remarks: Enter unlimited free-flowing information pertaining to this traveler. Address: Enter a unique address for this traveler. 100

99 An In-depth Look at a Client Profile Credit Cards/Communication Entries (see directions on entering communication entries above under the Communication Link)/Loyalty Programs: Enter any data specific for this traveler. Note: From the traveler credit cards section, users can only access credit cards that belong to that traveler. The drop-down menu to select a traveler is only available when adding or modifying a card from the profile Cards link. DIRECTIONS FOR ENTERING/EDITING CREDIT CARDS: Name: From the drop-down menu, enter the traveler for whom this card is associated. If the card is associated with all profile travelers, leave blank. Card: From the drop-down, select the card type; i.e., AX or American Express. Card Number: Enter the card number. Expiration: Free flow date of expiration in date format listed below, or click on the 3 dots to access calendar from which to double-click on an expiration date. Use the last day of the month/year it expires. DIRECTIONS FOR ENTERING/EDITING LOYALTY PROGRAM CARDS: Name: From the drop-down menu, enter the traveler for whom this card is associated. If the card is associated with all profile travelers, leave blank. Card Type: From the drop-down menu, choose the type of card, Car Program, Frequent Flyer, Hotel Program, or Other. Card: From the drop-down, select the card; i.e., AA-American Airlines Frequent Flyer. Card Number: Enter the card number. Expiration: Free flow date of expiration or click on the 3 dots to access calendar from which to double-click on an expiration date if applicable. Name on Card: Enter the name on the card. Issued By: Free flow card issued by information. Remarks: Enter free flow remarks for this card here for reference. More Details Approx. Miles: Enter free flow approximate miles here for reference. Card Limit: Enter free flow card limit information here for reference. 101

100 An In-Depth Look at a Client Profile Save/Delete/Cancel: Click Save to accept new information, Delete to remove this card entirely if in edit mode, or Cancel leave area without saving changes. Preferred Airlines/Preferred Car Rentals/Preferred Cruise Lines/Preferred Hotels/Preferred Tours: Traveler Preferences are captured at the vendor level as well as by Travel Category. In the past when a travel preference was created for a traveler it applied to the travel category, not a vendor. For example, if a traveler had an air preference of business class but liked first class for one of his/her preferred airlines, there wasn't a way to capture both. Now the business class air preference can be captured as the global preference for the travel category as well as capturing first class as the preference for the specific preferred vendor. Even though preferences are now captured at the vendor level, it is not mandatory to select preferred preferences for a vendor. It is also not mandatory to select preferred vendors for a traveler. To set up/modify preferences, select a traveler and click Edit. Scroll down to the desired Travel Category. Each Travel Category shows a "Preferred" section that lists the vendors, with a "Preference" section underneath it. When a vendor is highlighted, the Preference section will change accordingly, displaying the preferences for that vendor. Search for vendor and click Find. Then move the vendor to right, but using the blue arrow. A General Preference is available to each Travel Category under Preferred. Highlight the General Preference and enter the global preferences for the category in the Preference section below it. When a preferred vendor is later added to a Travel Category, the preference settings from General Preference are defaulted as the preferences for the new vendor. Next, make adjustments to the new vendor's preferences as needed. A field, Desirability can be used as a rating for a vendor. For example, United Airlines may be a preferred airline for a corporate account but the contact traveling for the company may Dislike that airline. By entering the Desirability, if you see that the traveler dislikes United, he/she could be booked on another preferred airline the corporate account uses. The Desirability field is displayed when adding or viewing a preferred vendor. Desirability options appear as a drop down to select from. Selections are: Do Not Use; Dislikes; No Preference; 102

101 An In-depth Look at a Client Profile Favorable; or Very Favorable. All Travel Categories now use the user-defined field Special Options. Under Air Preferences, Meal Preferences was renamed to Meal Type which links to a Meal Code field that was also added. Air Craft Type was also added as a preference. For Cruise Preferences, Ship Name and Departure Port were added as user defined fields and are displayed as preference options. When using traveler columns for preferences in queries, the default global preferences are displayed in the query. Save/Cancel: Click Save to accept new information or Cancel to leave area without saving changes. Activities Link This link displays a complete history of all contacts associated with this specific client. Included are Notes (record of interaction with client), Reminders (record of scheduled past and future activities) and Mailers (record detailing mailings sent to this client). To add a new Note, Reminder or Mailer, click on the drop-down menu item Create Activity. To modify or enhance a Note, Reminder or Mailer click Edit next to the item. Click Edit Delete to remove any item. Notice the filter buttons located directly above the Activities results screen. This allows for quick sorting of the results appearing in this link. By default ALL Activities are displayed, but options for viewing just Mailers, Notes, Reminders, or Open Reminders are available. Also, there is a Summary View and Detail View of activities in the listing. For more information on Activities including how to create them, refer to the chapters entitled, An Indepth Look at Activities and Using the Activity Manager to Manage Your Activities. Credit Cards Link Only cards that are not linked to a traveler can be modified from the profile's Credit Cards link. If a user attempts to modify a credit card that is linked to a traveler, there is a prompt to continue to the traveler record and modify it from there. Keep track of customer s credit cards, expiration dates, and more in your customer profile. This area summarizes every credit card for every traveler. To add a new card, click Add Card. To modify or enhance an existing card, click Edit next to the item. Click Edit Delete to remove a card. Also, there is a Summary View and Detail View of Cards in the listing. DIRECTIONS FOR ENTERING/EDITING CREDIT CARDS: Name: From the drop-down menu, enter the traveler for whom this card is associated. If the card is associated with all profile travelers, leave blank. 103

102 An In-Depth Look at a Client Profile Card: From the drop-down, select the card type; i.e., AX or American Express. Card Number: Enter the card number. Expiration: Free flow date of expiration in date format listed below, or click on the 3 dots to access calendar from which to double-click on an expiration date. Use the last day of the month/year it expires. Date Fields Formats Complete a date field using any one of the following formats or double-click date on the drop-down calendar: 1) mmddyy or mmddyyyy (separators are not required); i.e., ) ddmmmyy or ddmmmyyyy 3) 0 (for current month, day and year date) 4) mm (defaults to current day and year) 5) mmdd (defaults to current year) 6) mm-dd-yy, mm/dd/yy, mm.dd.yy (-, / and. are valid separators) 7) m-d-yy, m/d/yy, m.d.yy Name on Card: Enter the name on the card. Issued By: Free flow card issued by information. Remarks: Enter free flow remarks for this card here for reference. More Details Approx. Miles: Enter free flow approximate miles here for reference. Card Limit: Enter free flow card limit information here for reference. Save/Delete/Cancel: Click Save to accept new information, Delete to remove this card entirely if in edit mode, or Cancel leave area without saving changes. Loyalty Programs Link Only cards that are not linked to a traveler can be modified from the profile's Loyalty Programs link. If a user attempts to modify a loyalty program that is linked to a traveler, there is a prompt to continue to the traveler record and modify it from there. Keep track of Frequent Flyer, Car, Cruise, Hotel and Other frequent traveler type loyalty account information and more in your customer profile. This area summarizes every card for every traveler. To add a new card, click Add Card. To modify or enhance an existing card, click Edit next to the item. Click Edit Delete to remove a card. Also, there is a Summary View and Detail View of Cards in the listing. 104

103 An In-depth Look at a Client Profile DIRECTIONS FOR ENTERING/EDITING LOYALTY PROGRAM CARDS: Name: From the drop-down menu, enter the traveler for whom this card is associated. If the card is associated with all profile travelers, leave blank. Card Type: From the drop-down menu, choose the type of card, Car Program, Frequent Flyer, Hotel Program, or Other. Card: From the drop-down, select the card; i.e., AA-American Airlines Frequent Flyer. Card Number: Enter the card number. Expiration: Free flow date of expiration or click on the 3 dots to access calendar from which to double-click on an expiration date if applicable. Name on Card: Enter the name on the card. Issued By: Free flow card issued by information. Remarks: Enter free flow remarks for this card here for reference. More Details Approx. Miles: Enter free flow approximate miles here for reference. Card Limit: Enter free flow card limit information here for reference. Save/Delete/Cancel: Click Save to accept new information, Delete to remove this card entirely if in edit mode, or Cancel leave area without saving changes. Res Card Link This link contains all the Res Cards that were created for this customer. Every time there is a new trip, there is a new res card. A res card allows you to automate your manual reservation data (bookings made outside of your CRS), generate itineraries, tracks reservation totals, invoiced totals and uninvoiced balances. To add a new res card, click on the drop-down menu item Create Res Card or Create Res Card with Live Connect. To modify or enhance a res card click View next to the line item. Notice the filter buttons located directly above the res card results screen. This allows for quick sorting of the results appearing in this link. By default ALL res cards are displayed, but options for viewing just Active, Departed, or Canceled Res Cards are available. Also, there is a Summary View 105

104 An In-Depth Look at a Client Profile and Detail View of res cards in the listing. For more information on res cards including directions on how to create or edit them, refer to the chapters entitled, An In-depth Look at Res Cards, and Using the Res Card Manager to Manage Your Res Cards. Travel History Link The Travel History link is a read-only screen which displays a list of issued invoices for this client providing easy access to the client's past travel history, number of invoices issued, sum total of bookings, average booking amount and the total commission. When the Hide Commissions Totals checkbox is checked, the commission column is hidden as is the Commission (Total/Avg.) in the header. The checkbox setting is sticky once checked. It will remained checked for all profiles until it is unchecked. Filters Sort: Select the way you want data sorted by using the drop-down menu to select Issue Date, Depart Date, Travel Category, Traveler Name, First Inside Agent, Invoice #, Invoice Type, Invoice Status, Ticket#, or Ticket Confirm #. Issue Date: Enter the from and to Issue Date by clicking on the drop-down menu to access a calendar and double-clicking on the desired date, or free flowing the date using date format listed below. Tvl Cat.: Filter the results per travel category by checking/unchecking the travel category buttons, Air, Hotel, Car, Cruise, Tour, Rail, Transport, Insurance, Service Fee, or Other. Click Search to display desired query, and notice a Summary View or Detail View of the listing is available for your convenience. Groups Link Profiles may be associated with a specific group that has been created by the agency. There is no limit to how many groups one profile may be associated with. This group table is shared with Trams Back Office. To add a new group to the client s profile, click Add Group to select group name from 106

105 An In-depth Look at a Client Profile the drop-down menu. To modify or enhance a group, click on Edit next to the group entry. Click Edit next to the group entry, and then Delete to remove a group name from a profile. Note: If you enter into the free flow area and there is a partial match within the drop-down choices, if you click the drop-down list, you are taken to that match first. Also, if you make a partial entry into the free flow area and it matches one of the items in the drop-down list, upon tabbing out, the field is completed automatically. Attachments Link To enhance the amount and type of information accessible in a ClientBase profile, a feature is included in all profile types allowing you to point to other files available on your local or network drive. These files are referred to as Attachments. To access an attachment at the client level, click the Attachment link. In Attachments, click on Add. Any file type can be added. To add a new Attachment click Add Attachment, and Browse for Attachment to identity the File Path of the file. The File Path includes the drive where the file is located, any directories or subdirectories, and the name of the file. Choose to compress the file by clicking in the Compression box. Enter a brief description of the attachment, if desired. Click Save. To view a saved Attachment, highlight the attachment, and click Open next to the attachment. ClientBase uses Windows Associations to view the file type, load the appropriate software, and retrieve the specified file. Every file has an extension (e.g.,.doc,.jpg,.bmp,.html, etc.) must be associated with a specific Windows software program such as Word, Paint Shop Pro, Internet Explorer, etc. to be viewed. Although this association is created automatically by Windows when various software programs are installed, if a workstation does not have a software program associated with the type of file an Attachment is pointing to, then the file cannot be viewed from the Attachment created in ClientBase. Since a copy of the file has been stored within the ClientBase database when it is opened at a workstation, it is loaded temporarily into a temp directory. If any changes are made to the original file or the temporary file, the attachment in ClientBase must be re-directed to the new file, or the old file will still be displayed. This is done by using Edit and browsing for the updated file. Once this is done, the copy of the file saved in the ClientBase database will be updated. 107

106 An In-Depth Look at a Client Profile Click Edit, then Delete, next to the attachment to remove it. PNR Entries Link ClientBase PNR entry tables are included at the Branch, Profile, Agent, and Traveler/Contact areas. As a ClientBase user, you may presently create these entries at the profile and agent level only. PNR entries setup at the branch level, as well as any number of PNR Rules (simply a way of designating how certain fields of information captured in a profile should be formatted when sent to a PNR) are setup by the administrator in the Windows version of ClientBase. Store any number of miscellaneous PNR Entries to include when using the Merge to PNR feature for this client. Any PNR entries captured here at the profile level is included regardless of which traveler is travelling. CRS: Choose your CRS system from the drop-down menu. Description of Entry: Enter a free-flow Description field. Always Move: By checking Always Move, the entry always moves when you do a merge to CRS. If not selected, moving the entry is optional. Display on Screen: When selected, the entry automatically displays on the front screen when Merging to the PNR. If not selected, the entry is displayed on the Additional Entries link. Within each PNR Entry or PNR Rule that is set to Always Move, an option is included called "Display on Screen". The PNR Selection Screen is the screen that appears when you use the Merge to PNR feature and allows you to select the specific profile data to be included and sent to the current PNR. For PNR entries that should always move regardless of the profile or PNR, this "Display on Screen" can be set to False, so that the Selection Screen is less complicated for the agent to review. Any of these entries that have not been designated to display on the selection screen can be viewed, if desired, by clicking the "Additional Entries Link" in the Merge to PNR feature. PNR Entry: Enter the PNR entry the way you would in your reservation system and then Save. For more information on moving data from ClientBase to your GDS PNR, please refer to chapter entitled, Putting Profiles to Work for you. More Fields Link If you want to track it, and ClientBase doesn t ask for it, here is where your database administrator created customized fields of information. Items like Social Security Numbers, client UDID s and other miscellaneous information that you want to track, can be captured in these fields. To tag a profile with a More Field, click Edit, and from the drop-down menus next to the More Field Categories, select the More Field item you want to use. Then click Save. To untag a More Field Item, simply highlight the item and click Delete on the keyboard. 108

107 An In-depth Look at a Client Profile Note: If you enter into the free flow area and there is a partial match within the drop-down choices, if you click the drop-down list, you are taken to that match first. Also, if you make a partial entry into the free flow area and it matches one of the items in the drop-down list, upon tabbing out, the field is completed automatically. 109

108 An In-Depth Look at a Client Profile 110

109 Chapter 4 Using the Profile Manager to Manage Your Profiles This chapter demonstrates how to use the Profiles feature in ClientBase. Introduction Located on the main screen of ClientBase are Profile, Activities, and Res Cards links. Clicking on Profiles allows you to search and manage your database of profiles. Stored links and searches for Profiles appear, as well as your search results displayed by profile. Profiles provide a user with quick access to vital information about clients, vendors, agents and other profiles. From this area, not only can you go into the profile to access every detail of the record, you can also locate, add, or modify profile records; as well as Merge to Doc, Merge to File, or Print. Search Profiles When Profiles is first opened, either select a link which contains a stored set of search fields (Global or Personal Saved Searches) from the drop-down menus, or use the simple search or advanced search area to enter a custom search. (Clicking Find produces a list of all profiles.) The Global Saved Searches or Personal Saved Searches are accessible to anyone for general viewing. They include Leisure Clients, Corporate Clients, Vendors, Agents, Other, All Profiles, Service Providers, and any links with a customized set of query filters that were setup and saved. By clicking on any of these links, you see the completed filters used for this stored search, and a listing on the results screen of all profiles meeting the criteria of the selected searches. You can also locate profiles by using the simple search area or the advanced search area. Date Fields Complete a date field using any one of the following formats or choose a date from drop-down calendar: 1) mmddyy or mmddyyyy (separators are not required) 2) ddmmmyy or ddmmmyyyy 3) 0 (for current month, day and year date) 4) mm (defaults to current day and year) 111

110 Using the Profile Manager to Manage Your Profiles 5) mmdd (defaults to current year) 6) mm-dd-yy, mm/dd/yy, mm.dd.yy (-, / and. are valid separators) 7) m-d-yy, m/d/yy, m.d.yy Simple Search Filters The simple search area allows you to quickly locate a profile or a group of profiles by completing one or two filters. The drop-down menu fields identify what you want to search by and are completed by selecting from the following: Profile Type, Profile Name, Company, Last Name, Traveler/Contact Name, Phone, FAX, , Web, Family/Traveler Phone, Interface ID, City, State, and Zip Code. The blank fields allow you to type in what you want to search for and are completed by choosing from the drop-down, or typing in free-flow information. To prevent spelling errors, it is suggested that you type no more than 3 or 4 characters in the free-flowing fields. If both fields are used in this search, then the results match both criteria, not either/or. This means the search filters are strung together with an and not an or. After completing or changing data in the filters, click Find. The system automatically sifts through the database and displays the matching profiles in the results screen. For example, you are looking for a leisure client, John Smith. Set the first field to Profile Type and pick Leisure from the drop-down menu in the field to the right. (Additional Profile Types are Corporate, Service Provider, Agent, Vendor and Other.) Then set the second field to Profile Name, type in smith and click Find. John s profile appears in the results screen, and can be entered by clicking View. If any other profiles start with "smith", these would appear in the results screen as well. Or much easier, when querying a name, enter the first few letters and the system automatically displays all names that are possible matches. For example, searching for the client John Smith, type Smith in the Last Name field and the system will automatically display any profile with the last name of Smith. If you type Smith/J, it will further filter the names showing only those with Smith as the last name and the first names that start with a "J". This works for all Profile Types and all Profile name fields. Advanced Search The Advanced Search provides additional filters that allow you to more narrowly define your search. Search filters are selected by clicking Go To Advanced Search, then Enter Data to Search by, and 112

111 completing as many of the search criteria fields as desired: Using the Profile Manager to Manage Your Profiles Use any of these links to search in Advanced Search Be sure to Reset to refresh criteria Since this area remembers the last search, click Reset to clear an old search. Always do this first when doing an advanced search, as there may be data remaining in other search links that you can t see. Presently the General Info, Marketing Codes, Activities, Traveler/Contact, Res Card, More Field and Travel History profile links are available at this time for selection criteria entry. Search across all fields of information. Like the simple search area, the selection criteria entered within a link or across links are strung together with ands, so the resulting profiles must match all criteria. By clicking OK, the query is completed and a list of profiles matching the search appears on the Results Screen. **When a user searches for an address, phone number, etc., the search looks for a match at both the Profile and Traveler communication entries and returns the result. If the Primary box is checked when querying, the Profile's Primary communication entries and the Primary Traveler's Primary communication entries are both searched. When searching for communication entries from the Traveler tab, only Traveler level communication entries are searched. A Simple Search by address includes both Profile and Traveler addresses. For Advanced Search, searching on Address fields from the General Info section includes both Profile and Traveler addresses, IF none of the Address Type boxes are checked. Once any Type box is checked, only Profile addresses of that type are included. In order to search only for Traveler addresses, users must click the Traveler/Contact link. **Because Travelers can now be linked to multiple Profiles, searching by a communication entry will return all Profiles that a Traveler is linked to in the search results, if that Traveler meets the search criteria. Also, because a Profile and a Traveler can both have a primary communication, multiple primary communication entries may be displayed for the same profile. There is a Primary checkbox on the Traveler/Contact Communication section of Advanced Search. When checked, only a Traveler's Primary communication entries will be returned in the search results. Example of an Advanced Search: You want to see how many new client profiles were created this month. By using the Advanced Search area, fill in the Profile Create Date fields with the month 113

112 Using the Profile Manager to Manage Your Profiles parameters and click OK to run the query. When using Marketing Codes as selection criteria in the advanced search area, you use multiple marketing tables and even multiple marketing codes within your search criteria. Any codes entered are anded together across the tables, but or d together within a table. For example, if you place a check in the Cruise code within the What Type table, and a check in the Deluxe code within the What Budget table, you only get clients that are coded for both codes, or, in other words, Deluxe Cruisers. If you place a check in the Cruise code and a check in the Tour code within the same What Type table, you get clients that are coded with either Cruise or Tour. The results include any clients that are either interested in Cruises or Tours and are deluxe budgeted. You see a summary of the search in the gray area directly above the Results Screen by scrolling down. Link a Traveler to Profile from Profile Manager Search Link a Traveler to a profile from the results of a Profile Manager search. If a Traveler/Contact field is displayed in the columns. Click the gear icon and select the Link to launch a Traveler query screen. From there, fill in the search criteria and click Search. The results are displayed. Select the desired profile from the list and click Link to link the Traveler to the Profile. Alternatively, enter new criteria and Search again, or click Cancel to abandon the linkage. Search Results Screen After you have completed a search, the Results Screen not only provides a count and list of search results, but also easy access to a specific profile. To receive a count of the query results, click Count. To retrieve a specific profile, click View next to the entry or the action menu icon (gear). This icon is displayed to the right of View and is listed for each record in the query. It has been designed to allow you to perform a variety of actions for that one record without having to open the record first - saving you a few extra clicks of the mouse. Click the icon and the following options appear: From the Profile Search Results: 114

113 Using the Profile Manager to Manage Your Profiles View (Leisure, Corporate, Vendor, Agent or Other): Takes you directly to the Edit Additional Info section of the selected profile for modifying without having to first view the profile and selecting Edit Additional Info. Delete: Delete a profile. The system first prompts with the message, Delete this Profile? Yes or No. If Yes is selected, then the system checks to see if any Invoices, Payments, Res Cards, Activities or Inventory exist for the profile. If not, then the profile is deleted. If Invoices, Payments, Res Cards, Activities or Inventory exist for the profile, the system prompts that these records must be deleted before the profile can be deleted. Note: Profiles can be set to Inactive as an alternative to deleting. View Activities: Take you directly to the activities tab for the selected profile without having to open the profile first. Merge to PNR: Activates Merge to PNR for the selected profile without having to open the profile first. Merge to Document: Activates Merge to Document Template for the selected profile. Merge to Activates Merge to for the selected profile. Live Connect: Activates a Live Connect screen to enter your Vendor and Live Connect Provider and launches you into the Live Connect booking site without having to create a new Res Card first. Upon importing the reservation, a brand new Res Card with all the imported data therein is created. New Res Card: Activates Res Card creation for the selected profile without having to enter a profile first. New Note: Activates Note creation screen for the selected profile. New Mailer: Activates Mailer creation screen for the selected profile. New Reminder: Activates Reminder creation screen for the selected profile. Navigation Bar The Navigation Bar provides a means to jump to various profiles in the results screen by using First, Previous, Next and Last. Click Count to get a number of results in the query. Also on this bar are Select Columns, Sort by Columns, and Saved Searches. Select Columns Click Select Columns to choose columns to display in the query results screen. 115

114 Using the Profile Manager to Manage Your Profiles To change a column, move the highlighted column over to the other side by using the > or < arrow. By using the shift key and mouse, select as many consecutive entries as you want to move; by using the control key and your mouse, select non-consecutive entries to move. Use the >> or << arrows to move all columns at one time over to the other side. Use the up and down arrow buttons to order your selections. Click OK to save, and Cancel to abort. Sort by Columns Click Sort by Columns to sort columns query results screen. Sort up to 3 columns in ascending or descending order, and click OK to save, or Cancel to abort. Query Results Count Click Count to get the number of results that match the query. Profile or Traveler/Contact Level Results **When any of the Primary Communication fields are selected as one of the columns to display in search results, the profile's primary communication entry is displayed, if there is one. If there isn't a primary entry at the profile level, or if it is blank, the primary traveler's primary communication entry is displayed. **When the result is found at the Profile level, and a Traveler/Contact field is a displayed column, the search results display all travelers/contacts associated with the profile that met the search criteria. When the result is found at the traveler level, and a Traveler/Contact field is a displayed column, the search results only display the travelers or contacts that met the search criteria. **Advanced Search now includes Social Media in the Communications Type drop down in the Communication section of the General Info screen and Traveler. Select from Facebook, Twitter, LinkedIn, and Google+, or choose All Social Media to include all of the above. **When a user searches for an address, phone number, etc., the search looks for a match at both the Profile and Traveler communication entries and returns the result. If the Primary box is checked when querying, the Profile's Primary communication entries and the Primary Traveler's Primary communication entries are both searched. When searching for communication entries from the Traveler tab, only Traveler level communication entries are searched. **Searching works with addresses at both the Traveler and the Profile level - for a Simple Search by address includes both Profile and Traveler addresses; and for Advanced Search, searching on Address fields from the General Info section includes both Profile and Traveler addresses, IF none of the Address Type boxes are checked. Once any Type box is checked, only Profile addresses of that type are included. In order to search only for Traveler addresses, users must click the Traveler/ 116

115 Using the Profile Manager to Manage Your Profiles Contact link. - Because Travelers can now be linked to multiple Profiles, searching by a communication entry will return all Profiles that a Traveler is linked to in the search results, if that Traveler meets the search criteria. Also, because a Profile and a Traveler can both have a primary communication, multiple primary communication entries may be displayed for the same profile. Save Searches for Easy Access As you can see, searches run in the Profile Manager can become quite complex. With the available searches, you can view the database inside out, upside down or in just about any subset you desire. With this in mind, if there are certain searches that you want to run often, we suggest you save them after setting up. This is called saving a search to a folder. One click on a saved search folder, and the search filters are completed automatically. What a time saver! Here are steps for saving a search in the Profile Manager: 1) Using an easy or advanced search, enter search filters and run your search. 2) Customize and sort the columns used in the search, by following the directions above. 3) When satisfied with the search results and the look of the results screen, click Saved Searches. This screen appears: 4) From the drop-down Level menu, choose whether you want the search to be Personal (for your own use only), or Global (for the use of everyone in the agency). 5) Name the search. 6) Click OK. The new search folder is located in the list for Global Saved Searches or Personal Saved Searches in the Saved Searches screen, or from the drop-downs at top of the program screen. To replace an existing saved search folder with a new one, first perform the new search, adjusting the columns/sorts to your specifications, and then click Replace. This area also contains the ability to Open a Search (View), Rename a Search (Rename), or Delete a Search (Delete). Note: ClientBase saves the filters and results layout, not the search results. The next time you use the saved search, any new data that has been added since it was created, is included in the new 117

116 Using the Profile Manager to Manage Your Profiles search. Using Date Formulas in Your Saved Searches Since searches can be saved and retrieved for frequent use, the date fields in all searches allow for date formulas. This means any field that has a date, can also contain a formula for that date. The date formula function allows you to create a search and then save it without identifying a specific month, day and year in the From and To date fields. Instead, the search is processed with a formula for the month, day, day of the week, and year based upon the date the report is processed. Remember: Make sure the system date and time are correct. Benefit: When entering a date formula, your system converts it to the intended time period allowing you to run searches and/or save them for future use without the need to modify dates. Example: The following tables contain sample formulas for specifying dates. Mix and match the absolute and relative parameters in the function. All date formulas start with an = sign. The first number specifies the day of the month, the second number specifies the month, and the third number specifies the year. So if you only have the first number filled in, this means you want this report to reoccur on this day every month, in every year. DATE FORMULAS If You Want This Enter This 1 st day of this month: =1,0,0 Last day of this month: =31,0,0 1 st day of this year: =1,1,0 Last day of this year: =31,12,0 Seven days from now: =+7,0,0 Last Monday (will show today if today is Monday) A week from last Monday Next Monday =Mon =Mon-1 =Mon+1 Three months from now =0,+3,0 Six months ago: =0,-6,0 One year from now =0,0,+1 Adding New Profiles When a customer contacts the agency, the first thing an agent does is check the Profile Manager (by clicking the Profiles tab) to determine if that customer is in the database. Do this by searching in the Profile Manager as detailed above. Avoid creating duplicate profiles! If a client is not in the agency s ClientBase database, the agent creates a new customer profile. This can be done by clicking Create Profile on the menu bar, and selecting the appropriate profile type - Leisure, 118

117 Using the Profile Manager to Manage Your Profiles Corporate, Service Provider, Vendor, Agent, or Other. When you have entered a brand-new profile screen, fill out the profile details, and click Save or Cancel which aborts the process. Entering information for anyone who contacts the agency is essential, particularly the address and communication methods such as phone, cell phone, , etc. At the very least, the agent should complete the address and communication information, and if your agency has Trams Back Office, it is very important to complete the Interface ID field as well. Helpful tip: Want a quick way to create a profile? Use the following hot keys: Alt shift L = New Leisure Alt shift C = New Corporate Alt shift S = New Service Provider Alt shift V = New Vendor Alt shift A = New Agent Alt shift O = New Other Please refer to the chapter An In-Depth Look at Client Profiles for directions on completing profile fields. Case Converter The Case Converter uses the results of a current search and automatically converts the case for selected fields. Use Profile Manager searches to find the profiles you would like to run the case 119

118 Using the Profile Manager to Manage Your Profiles converter on and then click Case Converter under Tools. Conversion Type: This determines how you would like the case converter utility to change the case of the selected fields. Select either Upper Case First Letter of Each Word, Upper Case all Letters, or Lower Case all Letters. Fields to Convert: Place a check into each field you would like the system to convert, including Profile, Address and Passenger fields. Include Records: Allows you to determine what profiles should be converted. Select either All Results in Current Manager or Select Results in Current Manager. (You must search for the profiles you would like case converted before running this.) Global Convert Now: Run the case conversion. Records Modified will display the number of records affected by the conversion. Special Note: There is a Auto-Case Converter setting in Tools Settings. Within this area a listing of the following profile fields is available for automatic case handling: Name, First Name, Last Name, Courtesy Title, Address 1, Address 2, Apt/Suite, City, Country, Passenger First Name, Passenger 120

119 Last Name, Passenger Courtesy Title, and Passenger Relationship/Title. Using the Profile Manager to Manage Your Profiles By placing a check into any of these fields, as you are working within your ClientBase Browser profiles, the first letter of each word entered will be automatically capitalized and the remaining letters will be automatically set to lower case. If you would like the auto-case converter turned off for any of these fields, remove the check from the box preceding the field. Global Modify By clicking the Global Modify under Tools, you have the ability change multiple profiles simultaneously without having to enter each profile to make the desired change, i.e., adding a Marketing Code. Step 1: Use the Profile Manager Simple or Advanced Search to query the desired profiles you would like to modify. Step 2: To modify all query results select Global Modify under the Tools menu. To modify just select results, first click on the profiles you would like to modify to highlight in blue (to deselect click the 121

120 Using the Profile Manager to Manage Your Profiles profile again to remove the blue highlighting), then select Global Modify under the Tools menu. Step 3: Click the desired tab depending on whether you want to modify Activity Fields, Profile Fields, Marketing Fields, or Profile Groups. First select area you want to modify using the tabs. Then using the drop-down, pick the field to modify. Do you want to do it for all results in results screen or selected results? Step 4: Select the field you would like to modify from the drop down listing, and then enter the new value you would like all profiles to be updated with. Step 5: Identify whether you want All Results or just Selected Results in the Profile Manager to be modified. (By holding down the control key and clicking entries on the results screen, you can select just some of the entries to be modified.) Step 6: Click Global Modify Now once you are sure you have the proper profiles identified and once you are sure you have the proper changes selected. You will be prompted that there is no un-do feature before continuing. Important Note: Global Modify is a powerful feature that makes mass updating a simple process. Improper use of Global Modify could cause permanent loss of valuable profile data that cannot be undone. Only Users with the Authorization setting of "Manager" will have access to Global Modify. 122

121 Using the Profile Manager to Manage Your Profiles Be sure to only authorize this for Users that should have this type of functionality and have been properly trained on it. 123

122 Using the Profile Manager to Manage Your Profiles 124

123 Chapter 5 Putting Profiles to Work for You This section demonstrates how to use the powerful ClientBase features, Merge to Document, Merge to , Merge to File, Merge to Print, Merge to Label, and Merge to PNR. Introduction Your agency has built a valuable database by consistently collecting and recording client data. Now it is time to put that data to work for you. Save valuable time by merging client profile data into PNR s, document templates, labels, and files. Print out the results of queries for telemarketing or reference. By using the stored data in the profiles instead of manually typing client information each time, you not only cut work time, but also reduce the chances of typing errors. Also learn how to use the Case Converter feature to clean up names and addresses that may be in different cases. Need to globally change many profiles at one time? Learn how to use Global Modify. Merge to Document Sending personalized letters frequently helps build stronger relationships with clients. That's one of the things that ClientBase does best. A library of documents customized by the database administrator makes it easy to print personalized letters for your customers from Wordpad, Microsoft Word, Open Office, etc. The speed and ease of this feature gives agents reason to be more proactive in their communication with customers, thus building customer loyalty. Using to Merge Document The first step in using the Merge to Doc feature is to use the Profile Manager to find the profile(s) to merge with the document. When merging information into a document template, you have several choices. Merge the information to a document from the search results screen by: 1) Selecting the desired profile and clicking the action gear in the Profile Manager, and Merge to Document. 125

124 Putting Your Profiles to Work for You 2) From within a client profile, clicking the Merge Options Merge To Document drop-down on the menu bar. 3) Searching for a group of profiles in the Profile Manager and clicking the Merge Options Merge To Document on menu bar. When you click Merge To Document or the action menu icon (gear in profile entry in Profile Results Screen) and Merge to Document, a merge to document dialog box appears. Browse for different document templates set up by the database administrator by using the dropdown menu. After selecting the document template, click Create Word Document. Based on the selected template, a letter or a set of letters is merged with information from each client's profile into the Microsoft Word, Wordpad, Open Office, etc. application while you are still in the browser. View the document with all fields merged. From here the document can be edited, if desired, and printed. The program you have associated with.doc type files within your Windows settings determines the program used upon clicking Create Word Document. To change the program associated with.doc type files, browse for a.doc file from My Computer, right click on the file and select properties. From the General tab click Change next to Opens with and select from the drop-down list of choices. If Merge to Document is launched from the results of a search, then one large document is created with page breaks separating the results for each profile included in the search. 126

125 Putting Your Profiles to Work for You ClientBase Windows Users: Users need to be granted permission to print document templates by the database administrator. Make changes in a Primary-Sync database or a Non-Sync activated database. Also, depending upon your Internet Explorer settings, you may be prompted for User Login Authentication information before launching the merged document. This only happens on a very specific setup. To remove this prompt, take the following steps within the Internet Explorer settings: 1) Go to Tools Internet Options Security. 2) Click Local Intranet. 3) Click Sites. 4) Click Advanced. 5) Add your ClientBase URL to the Intranet zone (e.g. Create a Mailer Create Mailers: Whether printing a single letter from within a profile, or a large group of letters from the results of a query, ClientBase makes it easy to track mailings to your clients. This icon automatically creates a mailer record for every customer included in the query results. Whether it s one result or 500 results, a unique mailer record is attached to each profile for historical purposes. The mailers can be viewed from within the client profile by clicking the activities tab, and can also be queried and printed from the Activities Manager by date or subject. Merge to Before you can use Merge to in ClientBase, some setup is required. SMTP is a standard protocol (language) used for sending on the Internet. Every mail server is capable of handling SMTP . Your agency can utilize this SMTP feature providing it has the proper mail server configuration. A User Login stores the details necessary to send via SMTP and you can setup with these settings either through the settings link in ClientBase, by going to Tools My Login, or by the database administrator in your User Login record in the Windows version of ClientBase. Set Up ClientBase with Mail Server s SMTP Settings Click Merge to from within any profile to launch the composition screen. From this 127

126 Putting Your Profiles to Work for You screen click the Settings link or go to Tools My Login on menu bar. ClientBase uses the SMTP (Simple Messaging Text Protocol) to send s. Complete the User Login SMTP Settings obtained from the entity responsible for maintaining your mail server (ISP). From Address: Enter the address for the user login you are setting up. The address entered here appears as the from address for all s sent from this user. If you wish to change this address frequently, do so at the level when you are sending it out. In the From field, if you type and a message is sent, you see the From field saying joyce@sabre.com. Some people prefer it to look like this instead, Joyce Smith. To have it appear like this, type Joyce Smith<joyce@sabre.com> instead of just joyce@sabre.com. You can also use your company name or department name; for example, Travel With the Stars<sales@TWTS.com> or Star Travel Marketing<sales@TWTS.com>. Outgoing Mail Server (SMTP): Enter the outgoing mail server name determined in your steps above. Examples: mail.domainname.com, smtp.domainname.com, or gomail.wspan.com). Port: This setting defines the TCP/IP port which your application listens on for incoming mail. If left blank, this setting uses port 25 by default, which is the Internet standard for receiving SMTP mail. In some situations, you may have chosen to move the SMTP service to another port. Perhaps you already have a service on port 25, and you do not want the services to conflict over the port assignment. In such a case, enter the port ClientBase should use. The default port for encrypted connections is 465 and unencrypted is 25. ClientBase will automatically set the port to these defaults when choosing a Secure Connection setting. Authentication Type: Set to Default, a setting used to authenticate your connection to the SMTP mail server by forcing a USER name and password. None: If your agency is hosting your own server and the network login has been configured to handle the authentication to the SMTP Server automatically, set this field to None. Account Login and Password: Use when Login Type is set to Default. Enter your account login and password here. Secure Connection: ClientBase Merge to feature supports SSL/TLS secure connections. A drop-down enables you to select from four options: None, TLS (if available), TLS, and SSL. 128

127 Putting Your Profiles to Work for You The type of connection you select is determined by the type of security supported by your provider or Internet Service Provider (ISP). Please contact your ISP to find out which setting is correct for your account. SSL: Use SSL for encrypting sent via SMTP. TLS: Use TLS for encrypting sent via SMTP. TLS, if available: Attempt to use TLS for encrypting sent via SMTP. If the server does not support TLS, SSL will be attempted instead. None: You do not wish encrypt your (s) or your SMTP server does not support SSL/TLS. TLS (Transport Layer Security) is quickly becoming the common standard for encrypting s. SSL (Secure Sockets Layer) is the predecessor to TLS. There are very few differences between SSL and TLS. TLS's encryption is a little stronger, however, both types are almost identical, with only minor technical differences in the way the is encrypted and transmitted. The default port for encrypted connections is 465 and unencrypted is 25. ClientBase will automatically set the port to these defaults when choosing a Secure Connection setting. Here are some settings for common ISP s: AOL Authentication Type: Default Outgoing Mail Server: smtp.aol.com Port: 465 or 587 Secure Connection: SSL AT&T Yahoo Authentication Type: Default Outgoing Mail Server: smtp.att.yahoo.com Port: 465 or 587 Secure Connection: SSL GMail (Also works for Google Apps) Authentication Type: Default Outgoing Mail Server: smtp.gmail.com Port: 587 (may also be 465) Account Login: Full address (e.g., name@gmail.com) Password: Your Gmail password Secure Connection: TLS, if available GoDaddy 129

128 Putting Your Profiles to Work for You Authentication Type: Default Outgoing Mail Server: smtpout.secureserver.com Port: 80 Account Login: Full address (e.g., Password: Your GoDaddy password Secure Connection: SSL Hotmail Authentication Type: Default Outgoing Mail Server: smtp.live.com Port: 465 or 587 Secure Connection: SSL Yahoo Authentication Type: Default Outgoing Mail Server: smtp.mail.yahoo.com Port: 465 or 587 Secure Connection: SSL Using Merge to Merge to can be launched 1) From the results of a search for multiple profiles using Simple Search or Advanced Search; or 2) From within a single profile by clicking the action gear next to the client s name in the Profile Manager or within a client profile by clicking Merge to on the toolbar. addresses are kept in the communication entry area found in the general information link of all types of profiles. 1) Using Merge to from the results of a search: When merging information into an , merge the information to multiple s from the search results area by clicking Merge To Labels 130

129 Putting Your Profiles to Work for You on the Menu Options drop-down. A dialog box appears. Include Records: Are you ing for All Results in the Current Manager or for Selected Results in the Current Manager? Sort By: Select how s are to be sorted by selecting Name, First Name, Last Name, and (default). Look for s in: Select **All (Profile and Traveler) - this option sends to all addresses in the profile that meet the query criteria. **Profile (If none, then Primary Traveler) - this option sends to the Profile-level address, if there is one. If there isn't, then it will use the address of the Primary Traveler. **Traveler (If none, then Profile) - this means that if no Traveler has an address that meets the query criteria, then is sent to the Profile address or addresses that meet the criteria. **Traveler Only - looks only for traveler addresses based on matching query criteria. This option merges to all Traveler addresses that meet the criteria. If there isn't one, then nothing is sent. Include Only Primary This box is checked by default. For any of the above options, if this box is checked, only the Primary address (either Traveler, Profile, or both, depending on the option chosen) will be sent to. If it's unchecked, then all s, primary or non-primary, that meet the criteria will be used. Include Only s with Marketing Permission Checked: This box is checked by default. 2) Using Merge to for a single profile: Click the menu bar Merge Options Merge To E- 131

130 Putting Your Profiles to Work for You mail inside the client s profile, or directly from the profile search results screen, by clicking the Action Gear located beside the selected profile entry. If more than one exists within the profile, a grid appears allowing you to select the desired s you would like to send to. 3) Preparing s to Send: For each being sent, notice the Profile Name, Address, Phone and Fax Numbers. To get to other s in the series, use the navigation buttons, First, Previous, Next, and Last. Any data entered into the first entry screen appears automatically in the other s in the series. To: Includes each individual address matching your criteria. Subject: Type the subject of the . Any sent MUST have a subject. CC: Enter any that you want to receive a copy of this . (Remember, this appears automatically in the other s in the series.) Priority: Select a priority label from the drop-down menu of Highest, High, Normal, Low and Lowest. Mode: From the drop-down, select, Plain Text or HTML. If you select HTML, two tabs appear, one labeled Compose and one labeled HTML. Use the Compose tab to type and format your HTML without knowing how to code HTML. A formatting toolbar is included that makes formatting your text, inserting links, pictures and tables very easy. Use the HTML tab if you have Raw HTML that you would like to paste into the . Anything entered into the Compose tab will then be formatted in raw HTML upon clicking the HTML tab. Anything entered into the HTML tab will then be formatted upon clicking the Compose tab. 132

131 Putting Your Profiles to Work for You Use the Preview button to preview the message prior to sending. Use the Load Template button to select and load a Document Template set up in Tools Settings Document Templates. Please note that Document Templates have been enhanced to allow formatting in HTML as well, but this formatting is only included when the template is launched via Merge to . All Templates launched through the Merge to Doc Template feature are converted to Plain Text upon converting to MS Word. Insert Field/Load Template: Complete your message by using any of the global document templates setup by the database administrator in the Windows version of ClientBase. Use Load Doc Template to select from a listing of global templates or use the Insert Fields to insert merge fields in combination with free-flow text. Tip: If you select Salutation Courtesy Title Last Name, or Salutation First Name, or Salutation Name as a merge field, the character included in the Salutation means that if the Salutation field is not completed within one of the resulting profiles, then for just that profile, you want it to use the merge field following the. For any of the name field merge fields, if the is linked to a traveler, then the traveler s name fields will be merged. If the is not linked to a traveler, then the profile name fields will be merged. Preview: This option allows you to preview message in its formatted state before sending. Attachments: Add an attachment to by clicking Browse to locate the attachment, and then Attach. Mailer: To keep a history of any s sent, be sure to create a Mailer record by clicking on the Mailer link. These mailers then create a history within each profile whenever an is sent. Mail Date/Time: By default, the date and time are auto-filled. These can be changed manually by using the drop-downs. Subject: Choose a subject for the mailer from the drop-down menu with items setup by the database administrator in the Windows version of ClientBase. By choosing from the drop-downs, consistency is assured for reporting and querying purposes. Body: By default, the mailer retains a copy of the body of the . Click OK to save. 4) Sent s All s sent from ClientBase create an job at your SMTP server which can be monitored by clicking the All Jobs link. This link allows you to monitor jobs that have not yet been completed to view the status. If you want to cancel an job before it is finished, you can do so by clicking the Cancel link next to the job. Purge Inactive then deletes any jobs from the listing once they have been cancelled. All jobs that have completed successfully are automatically be purged from the listing. To return to your upon viewing this log, click Done. Sending Text Messages from Any Program You can input a person s cell phone number followed by sign and a proper domain depending on the carrier (AT&T, Verizon, Sprint, etc.) as an address, and this indeed will send it as text message to them. To do this: 1. Enter it as an address entry. 2. Ask for the cell carrier. 133

132 Putting Your Profiles to Work for You 3. Enter a description of SMS (or something like that) to help locate it. Example: If my cell is and my carrier is AT&T, then me a text at @txt.att.net. Merge to File Use the results of a profile, activity, or Res Card query to Merge to File. This enables you to create an ASCII delimited or text (.txt) file which can be used in other applications such as MS Word, Excel, etc. to run labels or reports, and print from your local workstation. Using Merge to File 1) The first step in using the Merge to File feature is to search in the Profile, Activity, or Res Card Manager to find the list of records to be included in the ASCII export. 2) Designate the fields to include within the file for each record in your results. The fields to include are based upon the current columns displayed within your query results. To change the fields to include, use Select Columns to add or remove the fields within columns as desired. 3) Designate the sort order to include within the file for each record. This sorting within the ASCII export is determined by the current sorting of the current query results. To change the sorting, use Sort by Columns to setup to three levels of sorting criteria. 4) Click Merge To Labels on the Menu Options drop-down to run the export. A dialog box appears prompting you for the following information: File Name: Enter the name to assign the file. (No need to enter the drive, directory or file extension as you are prompted for that information later.) 134

133 Putting Your Profiles to Work for You Include Field Name: This is checked by default and determines whether field headers describing the fields of data in each record are included in the file. ASCII File Type: Select either Comma delimited or Tab delimited. This character separates each field included within each record in the file. Results to Merge: If you want to include all entries in the result screen, click All Results in Current Manager. If you want to pick specific entries to include in the file and have clicked on these entries in the result screen before you merged to file, click Selected Results in Current Manager and Generate Labels. 5) Click Create Mailer to include a record in clients profile automatically that their names were included in the file. We suggest you always create a mailer so you can track what was sent to a client or on behalf of a client. Select a subject and type a description of mailing in remarks area if desired. 6) Click Export to begin the export process. You are prompted with the option of opening the file or saving it to your computer. If you choose to save it to your computer, a window appears giving you the ability to set the file extension, and select the drive and directory where you would like to save the file. If you choose to open the file, you are prompted with a listing of program choices to view the data. Note: In order to use this feature, permission must be granted by the database administrator. 135

134 Putting Your Profiles to Work for You Merge to Printer Need to print out the results of a Profile, Activity, or Res Card search for marketing, management or reference purposes? Simply search your database to obtain the desired search results, arrange and sort your columns as desired by clicking Select Columns, and Sort Columns, and click Merge To Labels on the Menu Options drop-down to print the list. Upon clicking Merge to Printer, a dialog box appears with the following options: Include Field Name: Defaults with this option checked and determines whether the field names appear as a heading at the top of the report. Resize/Enter Size: Defaults to 10 point font, but can be changed to the font size desired. Refresh/Print/Close: Refresh refreshes your preview based upon the current settings. Print prompts with your default printer settings. Close closes the window without printing. Note: Users need to be granted permission to print by the system database administrator (SYSDBA). Merge to Label By using the Merge to Labels feature in ClientBase, create labels that can be printed out for specific client searches. 1) First search for the clients you want to print labels for by using Global Saved Queries, Personal Saved Queries, or using the Simple Search or Advanced Search. 136

135 Putting Your Profiles to Work for You 2) Click Merge To Labels on the Menu Options drop-down. From the Label drop-down, select your labels; from the Sort by drop-down, select how you want your labels sorted - by Name, First Name, Last Name, City, State, Zip Code, Country, Fam/Emp First Name or Fam/Emp Last Name. If you want to print labels for all entries in the result screen, click All Results in Current Manager and Generate Labels. If you want to pick specific entries to print labels for and have clicked on these entries in the result screen before you merged to labels, click Selected Results in Current Manager and Generate Labels. 4) Print. Merge to PNR No more multiple entries or databases! ClientBase provides you with the ability to move customer information (maintained in ClientBase profiles) to your reservation system's PNR. Watch your marketing database grow as you become more efficient in collecting and using the database information to build PNR s. You'll be surprised at how quickly existing customer information gets updated, and how quickly new customer information gets added when you use ClientBase as the source for building PNR s. Also, watch your customer loyalty grow as you quickly access customer information instead of asking for the same information over and over again. Any field captured in a client profile can be formatted for your CRS PNR. This is done via a PNR Rule. PNR Rules are maintained through the Settings menu. In addition to client profile fields, the Merge to PNR feature also includes any entries captured within PNR Entry tables. PNR Entry tables 137

136 Putting Your Profiles to Work for You are stored at four levels - the Branch level, the Agent level, the Client Profile level and the Client Traveler level. This means you have complete flexibility on the amount of information you would like automatically formatted for a PNR while working in a ClientBase profile. Although all PNR Entries captured at any level are included within the Merge to PNR feature, at this time you can only update these PNR Entries within ClientBase at the Agent and Profile levels. Using the Merge to PNR Feature Before you use the Merge to PNR feature there is a one-time file download (GDS API Files) that must be done on the user s workstation. Note: The user must have administrative rights on the computer to download and run this file. Click here for complete instructions for each GDS. Using Merge to PNR 1) Open a PNR on your computer. You may start checking availability and actually have a reservation ready in the PNR, but when it is time to add client name and address information, toggle into ClientBase. (Some agencies like to start in ClientBase, Merge to PNR, and then toggle into the PNR to check availability, and create reservation.) 2) Search to find the client s profile. To Merge to PNR from the Results Screen, click the action menu icon (gear) in Profile Manager, and Merge to PNR. (If the client s profile is not in the system, create one.) If you are inside the profile, update any address, phone and information, and click PNR in the menu bar. 3) First time users select the platform to use to send profile information to the GDS, and download the platform applet. The very first time you use the Merge to the PNR feature, you are presented with a screen from which to pick this platform one time only: Unless you are using Worldspan, you are using an API (Application Protocol Interface). Select the appropriate platform and click Next. For users selecting an API platform, an applet is downloaded on your computer so that PNR data can integrate with your workstation: 138

137 Putting Your Profiles to Work for You Important Note: Make sure to check off Always trust content from Trams Products and Services. That way you won t see this dialog every time you do a Merge to PNR. In the future whenever you delete cookies or files from your Internet Explorer, you will be asked again to download this applet. 4) After you have downloaded the applet (for API platform users only), you are prompted with a series of checkboxes in the PNR Builder Selection Screen. Scroll down to select everything you need including travelers and credit card/frequent flyer information. The gray area recaps (previews) entries which have been setup by the database administrator to always move into the PNR. Select the information you want to move to a PNR by scrolling down and checking or unchecking any optional entries. Click Cancel to abort the Merge to PNR process, Refresh to see an edited version of the gray recap screen at the top of the selection screen, or Preview. 5) Clicking Preview takes you to a PNR screen where you can edit and get a full-page preview of any entries you have approved. The screen displays all information in the exact format that it will land into your current PNR. Information on this screen can be modified, but does not permanently update your ClientBase profile. 6) Pressing Send to PNR does the following depending on your CRS: Sabre Red Workspace, APS, Vista, and Apollo/Galileo Users: When clicking Finish, the previewed information is pasted into your current PNR. If this occurs successfully, a confirming message appears. Use your normal Windows command (<Alt+Tab>) to toggle into your CRS, hit Display All and view the updated PNR. Amadeus Users: The PNR Import for Amadeus takes air, car, hotel and rail segments included in an Amadeus PNR and imports them into ClientBase Res Card reservation records. Amadeus uses the Amadeus Selling Platform (see the section about the traditional command pages in Amadeus) as you ll need that to work with merge/import. If you are on terminal services and CB is not then use the clipboard. Sabre Red Workspace Users: An API is the tool ClientBase uses to connect to the Sabre Host. In order for PNR Import (and Merge to PNR) to work, you must enable the Sabre Emulator API emulator within Sabre Red. Select Tools Options Sabre System Advanced and check Sabre 139

138 Putting Your Profiles to Work for You Emulator API: Worldspan Users: If characters to be pasted exceed 1000 characters, then copy to clipboard is broken into multiple packets. Upon clicking Send to PNR, the system prompts with a message, 1 of X of the PNR information is ready for pasting. At this point the user must toggle to Worldspan and paste the first packet of information. If there are more packets, than the user must toggle back to ClientBase, click OK, and paste the remaining packets. Nexion Users: Nexion offers an InternetView connection to the GDS's. Since it is Internet based, Merge to PNR via clipboard is the only GDS related function of ClientBase that works with it. GDS Selection Link If you need to change the GDS platform with which you are working, click the GDS Selection link. You are prompted to download a new applet if applicable. Additional Entries Link Within each PNR Entry or PNR Rule that is set to Always Move, an option is included called "Display on Selection Screen". The PNR Selection Screen is the screen that appears when you use the Merge to PNR feature and allows you to select the specific profile data to be included and sent to the current PNR. For PNR entries that should always move regardless of the profile or PNR, this Display on Selection Screen can be unchecked so that the Selection Screen is less complicated for the agent to review. Any of these entries that have not been designated to display on the selection screen can be viewed, if desired, by clicking Additional Entries. 140

139 Chapter 6 An In-Depth Look at Activities This chapter demonstrates how to use Reminders, Notes, and Mailers to increase agent productivity and enhance customer relationships. Introduction One of the most difficult challenges today's travel agency faces is how to keep current clients loyal and develop long-time relationships with new customers. ClientBase is designed to help agencies achieve these goals by tracking all types of client contacts in a well-organized manner by creating an electronic history. In addition, users can easily setup follow up reminders, note specific interactions - such as a phone call or received from a client, and track all correspondence associated with a specific profile. This chapter shows you how easy this is to do. Overview of Activities Types Notes Each time a contact is made by the agency with your customer, valuable information is received. These contacts should be documented in the form of a Note. A Note in ClientBase is contained within a client profile and is similar to a post-it note, complete with date of contact, User Login and remarks. A profile can have any number of Notes attached to it. This allows any agent interacting with the customer to view all past contacts. For example, Clara Adam s calls the agency saying she ll be a day or two late with her final deposit. Sharon creates a note, documenting the call. Not only is Clara s Note filed in her profile in the Activities link, but it can be used, along with other Notes, to run reports. Notes can be created from different areas in ClientBase: - Create a Note in the Profile Manager by clicking the action gear next to the selected profile. - Create a Note by clicking on Note menu bar everywhere in the program. Make sure to associate the Note with a profile by clicking the 3 dots next to that field if it is not already associated with the 141

140 An In-depth Look at Activities correct profile. - Create a Note in a profile, by using the icon on the menu bar or by clicking on the Activities link, and Create Activity. NOTE ENTRY SCREEN Note General Info Date of Note: Defaults to today s date. Enter a different date by typing into field in any of the date formats listed below or click on the three dots next to the date field and double-click a date from the calendar. Date Fields Complete a date field using any one of the following formats or selecting a date from the drop-down calendar: 1) mmddyy or mmddyyyy (separators are not required) 2) ddmmmyy or ddmmmyyyy 3) 0 (for current month, day and year date) 4) mm (defaults to current day and year) 5) mmdd (defaults to current year) 6) mm-dd-yy, mm/dd/yy, mm.dd.yy (-, / and. are valid separators) 142

141 An In-depth Look at Activities 7) m-d-yy, m/d/yy, m.d.yy Profile: Defaults to selected profile or if not defaulted, associate this note with a profile by clicking on the three dots next to the entry. Query for a specific profile by entering a few letters of the profile s name, or last name and clicking Search. Click the radio button next to the name you want to use, and OK. Start Time: Defaults to the current time. Login Name: Defaults to the user logged in at the time of creating the Note. Choose a different User by clicking on the drop-down menu. Reservation: Defaults to selected Res Card (if inside a Res Card). Enter a Res Card to associate this note with or a different Res Card by clicking on the three dots next to the entry. Query for a specific Res Card by entering a few letters of the Res Card No. or Res Card Trip Name and clicking Search. Click the radio button next to the Res Card you want to use, and OK. Create Date: Date defaults to current date and is "hard-coded" so cannot be changed. NOTE Subject: Enter the subject of the Note by selecting from the drop-down menu. Subjects are setup in Global Defaults by the database administrator in the Windows version of ClientBase. Consistent subjects across all Users Notes allow for valuable reporting. Private: Check this box if you want the note to be private (not suggested). Only the sign-in agent and database administrator can access the Note. Remarks: Enter any additional free-flow remarks or instructions in the text box at the bottom of the Note entry screen. Save/Cancel: Click Save to accept new information, or Cancel leave area without saving changes. Reminders Sharon, an agent, creates a Reminder to call Ken Able next week to do a trip inquiry follow-up. Jean, another agent, creates a Reminder to check on documents for Hank Adams. Mary, yet another agent, creates a Reminder to welcome the Andersons home from their Hawaii honeymoon. Reminders allow you to schedule future tasks. As with Notes, Reminders are created and attached to a Client Profile. Any profile can have any number of Reminders attached to it. All Reminders created appear on a daily To-Do list located in the Activity Manager. 143

142 An In-depth Look at Activities Reminders can be created from different areas in ClientBase: - Create a Reminder in the Profile Manager by clicking the action gear next to the selected profile. Create a Reminder by clicking Reminder the menu bar everywhere in the program. Make sure to associate the Reminder with a profile (if not associated with correct profile) by clicking the 3 dots next to that field. - Create a Reminder in a profile, by clicking Reminder menu bar or by clicking on Activities link, and Create Activity. REMINDER ENTRY SCREEN Reminder General Info Date of Reminder: Defaults to today s date. Enter a different date by keying in a different date in 144

143 An In-depth Look at Activities format as listed below, or click on the three dots next to the date field and double-click on a date from the calendar. Date Fields Formats Complete a date field using any one of the following formats or select date from drop-down calendar: 1) mmddyy or mmddyyyy (separators are not required); i.e., ) ddmmmyy or ddmmmyyyy 3) 0 (for current month, day and year date) 4) mm (defaults to current day and year) 5) mmdd (defaults to current year) 6) mm-dd-yy, mm/dd/yy, mm.dd.yy (-, / and. are valid separators) 7) m-d-yy, m/d/yy, m.d.yy To Do (Timeless): Check here for this Reminder to appear on your To-Do list with no specific time for completion indicated. Profile: Defaults to selected profile (if inside the Profile Activity link). Enter a different profile or associate this reminder with a profile by clicking on the three dots next to the entry. Query for a specific profile by entering a few letters of the profile s name, or last name and clicking Search. Click the radio button next to the name you want to use, and OK. Start Time: Enter time if you want to setup an alarm. Defaults to current time if Timeless To-Do is not checked. The time you enter here appears on your To-Do List in the Activity Manager. Duration: Enter duration of the Reminder to appear on your To-Do List in the Activity Manager with the duration you specify or. Res Card: Associate this reminder with a Res Card by clicking on the three dots next to the entry. Query for a specific Res Card by entering a few numbers of the Res Card number, or a few letters of the Res Card Trip Title and clicking Search. Click the radio button next to the name you want to use, and OK. 145

144 An In-depth Look at Activities Login Name: Defaults to the user currently logged into the system. Choose a different user by clicking on the drop-down menu. Create Date: Date Reminder is created. Date is "hard-coded" and cannot be changed. Completed: Check here when Reminder is completed, and fill in correct Completed Date. Entering a Complete Date takes this Reminder off the To-Do list. Set Alarm: To further assist with remembering important tasks, reminders include an optional alarm. This alarm, like the alarm which awakens you each morning, activates at the time designated within the reminder (regardless of where you are in the ClientBase program, or any other program) as long as ClientBase is running on your PC. Click Yes and a list of active alarms appears. Choose the desired Reminder and click Edit to view the details. Alarms can be set for Reminders only when To Do (Timeless) is not checked. This alarm activates at the time designated within the reminder as long as ClientBase is running. When an alarm is activated, user is prompted, You have active alarms. Select Yes to view, or No to ignore. When Yes is selected, there are three options to choose from: 1) Off: Turns off the alarm but keeps the reminder open and on to-do list. 2) Snooze: Reschedules the alarm for a future time. 3) View: Allows you to work the reminder as you would from the Activity Manager. Alarms can be set for single Reminders as well as Batched Reminders. When creating a single reminder enter the Start Time of the Reminder, click the Set Alarm checkbox and then select the time the alarm should activate prior to the Start Time. To create alarms for Batched Reminders, select Tools Settings Batched Reminders. When adding a new batch or editing an existing batch, once the Batched Reminder setup screen is displayed, enter the Start Time of the Reminder, click the Set Alarm checkbox and in the Duration select the time the alarm should activate prior to the Start Time. Update Calendar after Saving Changes: When checked updates are sent to user s address. This box is checked by default when the setting from User Settings is "All Reminders" or "Only for Reminders when time is set" (see below.) Upon saving the Reminder, an is sent to the user. The appears as a meeting request and includes a link to the Activity. Click the Accept button to save the Reminder to the Outlook calendar. Setup this Option: Automatically Update Calendar for Uncompleted Reminders, was added to Tools Settings User Logins under the User Settings tab for each user. Select a setting for the field. Never - Reminders are never sent to the Outlook calendar All Reminders - All Open Reminders are sent to the Outlook calendar Only Reminders set for a Time - Only Open Reminders with a selected Start Time are sent to the Outlook calendar Only Reminders set with an Alarm - Only Open Reminders with the Set Alarm Box checked are sent to the Outlook calendar The user s address is used for sending Reminders to the Outlook Calendar. If the user does not have an address entered in the User Settings, Never is the only setting that can be 146

145 An In-depth Look at Activities entered for this field. Reminder Reminder Type: Enter the type of follow-up for the Reminder by clicking on the drop-down menu and picking from a customized list. Such types may include phone call, , letter, etc. Reminder types are customized and setup in Global Defaults by the database administrator in the Windows version of ClientBase. Priority: Click on the drop-down menu to mark this Reminder with a priority level: High, Medium, or Low. Priority level can be used as search criteria in both Level 2 Queries of the Activity Manager. All contact results viewed in both the Activity Manager are listed in order by date, then time, then priority level, starting from High to Medium to Low. Private: Click here if you want the note to be private (not suggested). Only the sign-in agent and database administrator can access the Reminder. Subject: Enter the subject of the Reminder by clicking the drop-down menu and picking from a customized list. Remarks: Enter any additional remarks or instructions in the text box at the bottom of the Reminder entry screen. This is a very important section - this area will contain a history for everyone of what happened with this particular reminder. Save/Cancel: Click Save to accept new information, or Cancel leave area without saving changes. Note: Reminder and Alarm times throughout the program display times based on the local time and stored in the database in GMT (Greenwich Mean Time). This allows users that are in different time zones but using the same database to always see the Reminder Activities and Alarms in their own local time. For example, if a user in Los Angeles creates a Reminder for 11 am, a user in Dallas will see it as 1 pm. Your Windows regional settings are used to display Reminders in your local time zone. Mailers Agent Sharon wants to handle her trip inquiries by mailing out brochures. She then creates a Mailer which keeps a record of this item within the client s profile. Mailers provide tracking capability for every printed communication your agency sends to clients using documents, labels or . As with Notes and Reminders, Mailers are created and attached to a Client Profile. Any profile can have any number of Mailers attached to it. Mailers can be created from many areas in ClientBase: - Create a Mailer in the Profile Manager by clicking the action gear next to the selected entry. - Create a Mailer by clicking Mailer on the menu bar anywhere. Make sure to associate the Mailer with a profile by clicking the 3 dots next to that field. - Create a mailer in a profile, by clicking Mailer on the menu bar or by clicking on Activities link, and 147

146 An In-depth Look at Activities Create Activity. Mailer Entry Screen Mailer General Info Date of Mailer: Defaults to today s date. Enter a different date by keying in a different date in date format listed below, or click on the three dots next to the date field and double-click a date from the calendar. Date Fields Formats Complete a date field using any one of the following formats or click date from drop-down calendar: 1) mmddyy or mmddyyyy (separators are not required); i.e., ) ddmmmyy or ddmmmyyyy 3) 0 (for current month, day and year date) 4) mm (defaults to current day and year) 5) mmdd (defaults to current year) 148

147 An In-depth Look at Activities 6) mm-dd-yy, mm/dd/yy, mm.dd.yy (-, / and. are valid separators) 7) m-d-yy, m/d/yy, m.d.yy Profile: Defaults to selected profile. Enter a different profile or associate this mailer with a profile by clicking on the three dots next to the entry. Query for a specific profile by entering a few letters of the profile s name, or last name and clicking Search. Click the radio button next to the name you want to use, and OK. Start Time: Defaults to the current time. Reservation: Defaults to selected Res Card (if inside the Res Card). Enter a different Res Card or associate this mailer with a Res Card by clicking on the three dots next to the entry. Query for a specific Res Card by entering a few letters/numbers of the Res Card No. or Res Card Trip Title and clicking Search. Click the radio button next to the Res Card you want to use, and OK. Login Name: Defaults to the user logged in at the time of creating the Mailer. Choose a different User by clicking on the drop-down menu. Create Date: Date defaults to current date and is "hard-coded" so cannot be changed. Response Date: Check here when client response to the mailer, and fill in correct Response Date. Mailer Mailer Type: This field is 25 characters (alphanumeric) and allows for selecting from a user-defined drop down list, and comes defaulting with the following: - Promotion ( ) - Promotion (Print Mail) - Trip Correspondence - General Correspondence 149

148 An In-depth Look at Activities Mailer ID: This field is 30 characters (alphanumeric) and is indexed for maximum performance when used for querying purposes. Subject: Enter the subject of the Mailer by selecting from the drop-down menu. Subjects are setup in Global Defaults by the database administrator in the Windows version of ClientBase. Consistent subjects across all Users Mailers allow for valuable reporting. Link to Details: Allows for capturing a URL as a method for providing more details on the mailing that was sent to this client. Upon creating Mailers this Link to Details can be populated so that as users view a particular Mailer they can click the Go To button next to this new field and the system automatically launches IE and navigates to that URL. Remarks: Enter any additional free-flow remarks or instructions in the text box at the bottom of the Mailer entry screen. Save/Cancel: Click Save to accept new information, or Cancel leave area without saving changes. 150

149 Chapter 7 Using the Activity Manager to Manage Your Activities This chapter demonstrates how to use the Activity Manager to manage key customer contacts and keep organized. Introduction Agent productivity is a requirement for agency success. To be productive, an agent must manage relationships with agency customers, record key contacts with customers, follow up on leads, and administer agent tasks and To-Do lists. Wow, that sounds like a lot for an agent to do! Fortunately, the ClientBase Activity Manager provides the tools to achieve these goals in the form of Notes, Reminders and Mailers. Agents learn how to use these powerful tools to develop habits which ensure their own increased productivity. An agent who is well-organized and productive is likely to have a following of happy customers. Your agency s marketing and management team benefit as well. Search for Your Activities After users begin using Notes, Reminders and Mailers (as detailed in chapter, An In-Depth Look at Activities) to document vital customer contacts, they will want to start each work day by signing into ClientBase and clicking on the Activities Manager in the ClientBase header. Click Find and ClientBase searches the database for the User Login s open reminders and the search results screen immediately displays a list of the Reminders (or tasks) the agent needs to 151

150 Using the Activity Manager to Manage Your Activities complete each day. The agent can also click on any of the saved Global or Personal Searches as well. To retrieve a specific activity, click View next to the entry or the action menu icon (gear). This gear is displayed to the right of View and is listed for each record in the query. It has been designed to allow you to perform a variety of actions for that one record without having to open the record first - saving you a few extra clicks of the mouse. Click the gear and the following options appear: Edit: Takes you directly to the edit activity screen without having to open the activity first and then clicking Edit. Go To Profile: Takes you directly to the profile the selected Activity is attached to. On top of the results screen, notice the search areas. A user can use simple or advanced search filters to find activities. These searches can be quite valuable as productivity and management tools. Simple Activity Search A simple activity search contains four fields which are strung together with an and. In the example below, the query is setup for Sharon and All Notes with From Date 01/01/2012 and To Date 01/31/ 12. After setting up the selection criteria, and clicking Find, the results appear in the search results screen. Simple Search 152

151 Using the Activity Manager to Manage Your Activities The following are simple search filters: Login Name: Defaults to the sign-in user. Choose a different user by clicking on the drop-down menu. This is particularly useful if someone is absent, and you want to help them with To-Do items. Select: Choose from the drop-down menu. Choices are: Notes and Open Reminders, Notes and Closed Reminders, All Notes and All Reminders, All Notes, Open Reminders Only, Open Reminders with Alarms, All Reminders, Mailers w/o Responses, Mailers w/responses, All Mailers, and All Notes, Reminders, and Mailers. From Date/To Date: To select a specific date range for the query, enter the from date here. Use a date format listed below, or double-click on the date from the calendar on the drop-down menu. Date Fields Formats Complete a date field using any one of the following formats or click on date from drop-down: 1) mmddyy or mmddyyyy (separators are not required); i.e., ) ddmmmyy or ddmmmyyyy 3) 0 (for current month, day and year date) 4) mm (defaults to current day and year) 5) mmdd (defaults to current year) 6) mm-dd-yy, mm/dd/yy, mm.dd.yy (-, / and. are valid separators) 7) m-d-yy, m/d/yy, m.d.yy Find: After you have setup the search, click Find to run. Advanced Activity Searches The Go to Advanced Search area of the Activity Manager gives you the ability to search your database of Notes, Reminders and Mailers by virtually any field captured in these records, and includes the ability to search by a particular client as well. This allows you to track the type of marketing tasks scheduled, when and if they have been completed, which agents are completing them, the mailings that are being sent and the response to those mailings. The options are endless. Go to Advanced Search, and enter selection criteria into the following screen. Since this area Enter Profile data to search by as well. 153

152 Using the Activity Manager to Manage Your Activities remembers the last search run, click Reset to clear. Like the simple search area, the fields are strung together with ands across the fields, but within the field you can use or to narrow down your search even further. After setting up the search, click OK to activate the specialized list. The advanced search area contains the following filters to select Activities under the Activities link. ACTIVITY TYPE Reminders/Mailers/Notes: Check which type of Activity you want to include. Completed: From the drop-down menu, select Completed/Responded, or Not Completed/Not Responded. Completed From/Through: Choose a range for the Activity date by entering in date format listed below, or double-click on date from drop-down calendar. ACTIVITY DATE From/Through: Choose a range for the Activity creation date by entering in date format as listed above, or double-click on the date from the drop-down calendar. To Do: Check here to query To-Do s. Duration From/To: Choose the Activities by time duration by clicking on the drop-down menu. ACTIVITY DETAIL Login Name: The login name defaults to the sign-in agent, or choose from the drop-down menu. Priority: Choose the priority type from the drop-down menu. Private: Choose those Activities which were marked private by checking here. Reminder Type: Select from the drop-down menu the customized Reminder types. Create From/Through: Select a range for those Activities created within a certain time frame by typing in date in date format listed below or double-click on the date from the drop-down menu calendar. Subject: Choose Activities by subject from the drop-down menu. Alarmset: To select activities with alarms, check here. Click OK to process or Cancel. You can also use general profile data as filters by clicking the Profile link. Activities Results Screen After you have completed your search, the results screen not only provides a count and list of query results, but also easy access to a specific activity. Click Count to obtain a number of total results. 154

153 Using the Activity Manager to Manage Your Activities Navigation Bar The Navigation Bar provides a means to jump to various activities in the query results screen by using First, Previous, Next, Last, Select Columns, Sort by Columns and Saved Searches. Select Columns Click Select Columns to choose which columns you want displayed in your query results screen. To change a column, move the highlighted column over to the other side by using the > or < arrow. By using the shift key and mouse, select as many consecutive entries as you want to move; by using the control key and your mouse, select non-consecutive entries to move. Use the >> or << arrows to move all columns at one time over to the other side. Use the up and down arrow buttons to order your selections. Click OK to save, and Cancel to abort. Sort by Columns Click Sort by Columns to sort columns query results screen. Sort up to 3 columns in ascending or descending order, and click OK to save, or Cancel to abort. Saving Searches for Easy Access As you can see, queries run in the Activity Manager can become quite complex. With all the available search filters, you can view your activities inside out, upside down or in just about any subset you desire. With this in mind, if there are certain searches that you want to run often, we suggest you save the searches after setting them up. This is called saving a search to a folder. One click on a saved search folder, and the search filters are completed automatically. What a time saver! Here are steps for saving a search in the Activity Manager: 1) Using a simple or advanced search in the Activity Manager, enter search filters and run. 2) Customize and sort the columns used in the search, by following the directions above. 3) When satisfied with the results and the look of the results screen, click Saved Searches. This screen appears: 4) From the drop-down menu, choose whether you want the search to be Personal (for your own use only), or Global (for the use of everyone in the agency). 5) Name the search. 6) Click OK. The new search folder is located in the list for Global Saved Searches or Personal 155

154 Using the Activity Manager to Manage Your Activities Saved Searches in the Saved Searches screen, or from the drop-downs at top of the program screen. To replace an existing saved folder with a new one, first perform the new search, adjusting the columns/sorts to your specifications, and then click Replace. This area also contains the ability to open a search (View), Replace or Rename a search, or Delete a search folder. Note: ClientBase saves the filters and results layout, not the search results. The next time you use the saved search, any new data that has been added since it was created, is included in the new search. Using Date Formulas in Your Saved Searches Since searches can be saved and retrieved for frequent use, the date fields in all searches allow for date formulas. This means any field that has a date, can also contain a formula for that date. The date formula function allows you to create a search and then save it without identifying a specific month, day and year in the From and To date fields. Instead, the search is processed with a formula for the month, day, day of the week, and year based upon the date the report is processed. Remember: Make sure the system date and time are correct. Benefit: When entering a date formula, your system converts it to the intended time period allowing you to run searches and/or save them for future use without the need to modify dates. Example: The following tables contain sample formulas for specifying dates. Mix and match the absolute and relative parameters in the function. All date formulas start with an = sign. The first number specifies the day of the month, the second number specifies the month, and the third number specifies the year. So if you only have the first number filled in, this means you want this report to reoccur on this day every month, in every year. DATE FORMULAS If You Want This Enter This 1 st day of this month: =1,0,0 Last day of this month: =31,0,0 1 st day of this year: =1,1,0 Last day of this year: =31,12,0 Seven days from now: =+7,0,0 Last Monday (will show today if today is Monday) A week from last Monday Next Monday =Mon =Mon-1 =Mon+1 Three months from now =0,+3,0 Six months ago: =0,-6,0 One year from now =0,0,+1 156

155 Using the Activity Manager to Manage Your Activities Working with Search Results As mentioned previously, at the beginning of each day, users click on the Activity Manager to access their To-Do lists. By clicking on the desired saved search or using the simple search, ClientBase searches the database for the login user s open reminders and the results screen immediately displays an organized list of the Reminders (or tasks) that the user needs to complete that day: A user views the Reminder and its details by clicking View next to the desired entry. Once inside the Reminder, click Edit in the entry to modify or enhance a Reminder (perhaps change the To-Do date). Click Edit, then Delete to remove a Reminder. Check the Completed box located within the Reminder record to indicate when a Reminder has been completed. This brings up a date field to enter a date. Click Find to remove it from your to do list. The completed record "lives" within the profile s Activity link for future reference. Contact info is located in Reminder header. Add a remark and change date if you cannot contact client. Add any remarks to reminder and click Completed when done. You may not remember what you have done without remark. 157

156 Using the Activity Manager to Manage Your Activities Note: When creating or Editing Reminders a checkbox, Update Calendar after Saving Changes is visible. When checked, updates are sent to user s address. This box is checked by default when the setting from User Settings in Tools My Login is All Reminders or Only for Reminders when time is set. Once you've developed the habit of following up on travel inquires, begin using Reminders to organize other marketing and administrative tasks, such as payment deadlines, checking for documents, and welcome home calls. Reminders are also used to jog your memory of personal obligations such as dentist appointments, picking up dry cleaning, etc. Since all Reminders need to be attached to some type of profile, use your Agent profile in ClientBase to create these type of personal Reminders. Retrieve the profiles of your most loyal customers and schedule at least 4 or 5 occasions each year to reach out and touch them. Remind them often of how valuable they are. Use things like birthdays, anniversaries, annual vacation times and holidays as a reason to communicate with your customers. Every time you put your agency in front of your customers, you re-enforce your relationship, reminding them you are their travel professional. Adding New Activities Please refer to the chapter entitled An In-Depth Look at Activities to learn how to create Notes, Reminders, and Mailers in ClientBase. Remember anywhere in the program these functions are located on the menu bar. Just click on icon and associate the activity with the appropriate profile to create. 158

157 Chapter 8 An In-Depth Look at Res Cards This chapter provides a detailed overview of the Res Card feature in ClientBase. Introduction As your agency implements ClientBase and begins reaping the rewards of improved customer relationships and effective marketing programs, your leisure travel sales should start increasing. To help you better manage this increasing volume of business and track the leads generated by your marketing programs, the Res Card has been created. Think of the ClientBase Res Card as a home for the many details involved in planning each and every trip for your customers and as a tool that helps you manage the entire trip planning process. Regardless of the technology agents use or don t use, regardless of your niche or type of business, regardless of how long agents have been in the business, there are certain fundamental 1/21/15 159

158 An In-Depth Look at Res Cards components involved in the trip planning process. The ClientBase Res Card has been designed to help agents through each process with the objective of making agents more efficient and effective. In the past, agents may have concentrated more of their attention on just the booking process, but with the advent of airline commission caps, there has been a new emphasis on leisure bookings and a greater need to manage these leisure sales. The Res Card feature in ClientBase provides a perfect tool to integrate all processes in trip planning. By setting up a Res Card, an agent can document the client s first call by creating a Res Card and scheduling a follow-up call (listed on the daily To-Do list) with a Reminder. Once the customer is considering the trip, the agent captures details of reservations and prints out trip proposals, itineraries, and invoices while tracking invoiced and uninvoiced balances. By using the Live Connect feature in ClientBase, agents have the ability to book reservations via on-line booking engines and then pull all that reservation detail back into the Res Card. Additional notes and reminders can be created to remind an agent of a final payment date or a document confirmation. When the customer returns home, the agent documents his remarks and suggestions. Since each Res Card represents one trip, customers are likely to have multiple Res Cards in their profiles at any one time in the Res Card profile link. Depending on your agency s needs, you can enter as much or as little trip information on each Res Card as desired. When talking with your clients and vendors, get in the habit of entering the information directly into the Res Card rather than jotting the notes on paper and then transferring the information into the computer. What a time saver this is, and everyone has access to this information. Click the Res Card link in the client profile to find a summary of the Res Cards created for this client. Each Res Card represents a different trip for the customer. Ways to Create a New Res Card To create a new Res Card in ClientBase: 1) Create a Res Card by clicking on Res Card on the menu bar anywhere in the program. Make 1/21/15 160

159 An In-depth Look at Res Cards sure the Prepared For field is correct. Click the three dots next to the field to associate the Res Card with a profile. 2) Create a Res Card by clicking on the action gear next to the profile in the results screen, then New Res Card: 3) Create a Res Card after booking a Live Connect reservation by clicking on the action gear by the selected profile in the Profile Manager and Live Connect. No need to create a Res Card first. 4) Create a Res Card after booking a Live Connect reservation by clicking on Live Connect on the menu bar inside a client profile. No need to create a Res Card first. Res Card General Info When you first create a Res Card, you are presented with a screen for general information input and cannot access the other links until you Save (** stands for required fields): Header: At the top of the screen is a header which can be seen in any of the Res Card links. This includes Agent, Status, Reservation Cycle, Trip Name, Trip Start Date, Trip End Date, and in a stand-out color Res Card Number, Reservation Total, Invoiced Total, and Balance. **Agent: Defaults to log-in agent or enter another agent name from the drop-down menu. This field 1/21/15 161

160 An In-Depth Look at Res Cards represents the agent primarily responsible for managing this trip. **Create Date: Defaults to today s date or enter another date. By clicking on the down arrow, double-click on the desired day from the calendar, or enter date use date format listed below. **Branch: Defaults to the branch entered into the log-in agent s profile or enter branch from the drop-down menu. **Status: Enter the status of the trip from the drop-down menu. Choices are Active, Departed, or Cancelled. Reservation Cycle: Enter where the trip is in the reservation cycle from the drop-down menu. Default choices are Lead, Booked, Under Deposit, Paid-In-Full, Returned From Trip, or are customized by the database administrator in the Windows version of ClientBase. Marketing Source: Enter the marketing source for the trip from the drop-down menu setup by the database administrator. Group: Enter the group name for trip from the drop-down menu setup by the database administrator. Region/Destination: The Region field includes a hard-coded set of Regions and is populated by selecting from a drop-down listing. (See below for the list of Regions). The Destination field is a User- Defined field and includes a set of default values which can be customized by the agency under Settings User Defined Fields Res Card: Destinations. The user-definable Destinations also include the ability to be linked to one of the hard-coded Regions. Upon creating a Res Card, if the Region field is completed first then upon selecting a Destination the drop-down listing will only include a subset of those Destinations linked to that Region. If "Allow Freeflow" is not checked (forcing the Users to select from the drop down listing) then multiple Destinations can selected and inserted into one Res Card. These new Region and Destination fields have been added to the Level 2 Searches and the Inventory query. Hard Code Regions include: Africa, Asia, Australia & New Zealand, Bermuda & Caribbean, Canada, Egypt & Middle East, Europe, Mexico & Central America, South America & Antarctica, South Pacific, and United States. **Prepared For: Click on the three dots next to this field to query for the customer for which this Res Card is being created. Enter data into the search field, click Search. Then select the correct profile and click OK. Go to Profile: Once the Res Card general information is saved, whenever you reenter this link, see a Go to Profile button. This allows you to toggle into the customer profile from this area of the Res Card. To jump back into the Res Card from the customer profile, use the Record History Res Card hyperlink. Trip Name: Enter the name of the trip. Highly suggested so you can find the card in profile and in the Res Card Manager. Locator No.: Enter a record locator number if available. Trip Start Date/Trip End Date: For reference, these dates appear on the General Info summary screen and are pulled from the Reservation (Service Provider) area of the Res Card. Ship To/Bill To Addresses: The Client Ship to and Bill to Addresses default to addresses setup in the client profile. These fields can be modified. Agent Remarks: Enter free-flowing Agent Remarks for personal agent reference in this area. 1/21/15 162

161 An In-depth Look at Res Cards Client Feedback About Trip: After the customer returns from the trip, enter unlimited, free-flowing client feedback comments in the Client Feedback About Trip area. ** Represents only mandatory fields within a Res Card. After filling in the General Info area, and clicking Save, a new view appears: RES CARD MENU ITEMS HEADER RES CARD LINKS This view includes Res Card Menu Items, a header, and Res Card links to input more data on this trip. Res Card Menu Items Generate Invoice: After trip data has been entered, click here to generate an invoice. See details in section below, Generate Invoice. Trip Proposal: After trip data has been entered, click here to generate a trip proposal. This client report uses the same format settings as the Generate Invoice feature below, but simply prints a client quote and does not generate an invoice or update trip balances in any way. This is the perfect way to provide a format-friendly printout of reservations you have made, but does not have to coincide with receiving payment from your client. Currently, this format can only be printed. Headers and Footers are created for Trip Proposals by going to Tools Settings Headers and Footers - Trip Proposals. Format customization and default Remarks are created under Tools Branch Settings Trip Proposal Settings and Invoice/Trip Proposal Remarks. (See section entitled ClientBase Intro and Setup for complete setup instructions.) PNR: Import PNR data from your GDS into a trip. See details in section An In-Depth Look at PNR. 1/21/15 163

162 An In-Depth Look at Res Cards Live Connect: Use Live Connect to book or bring in reservations for selected Live Connect Providers. See details in section An In-Depth Look at Live Connect. Note: Create a note on this trip for reference that is saved in the Res Card Activities link (and client profile). See details in section below, Activities Link. Mailer: Create a mailer on this trip for reference that is saved in the Res Card Activities link (and client profile). See details in section below, Activities Link. Reminders: From the drop-down, create a single reminder or Batched Reminders that are saved in the Res Card Activities link (and client profile). See details in section below, Activities Link. Res Card Links Res Card links include the following: General Info, Travelers, Reservations, Invoices, Itinerary Report, Activities, Attachments, and More Files. Complete details on these links are outlined below. Basic Steps to Input & Create a Res Card/Invoice in ClientBase These are just suggestions which can be used as a foundation for your own invoicing process. Click this link for another set of ClientBase invoice instructions (they apply to both CBO and CBB users). STEP ONE - PREPARE THE PROFILE: For every invoice interaction, find the client profile using Profile simple search and Find. Click View to enter the client profile. Make sure the profile contains the following info: Accurate address, phone and information. STEP TWO - PREPARE THE PROFILE: Click the Traveler/Contact link in the profile and make sure anyone traveling is entered - you only need to enter the legal First/Middle Name/Last Name to start. Add a new Traveler if appropriate. STEP THREE - PREPARE THE PROFILE: Click the Cards link in the profile and make sure any credit card or other card information is entered, with proper expiration dates. Edit or Add card if appropriate. STEP FOUR - CREATE A RES CARD: Check in the Profile Res Card link to make sure there is not already a res card for this trip. If not, click the Res Card item on menu bar. (Every time there is a new trip, there is a new Res Card. STEP FIVE - ENTER GENERAL INFORMATION: In a new Res Card, choose appropriate Reservation Cycle (always use drop-downs if available), enter a meaningful Trip Name (so you can find Res Card in Profile or Res Card Manager), check off any Region/Destination for consortium marketing, and in the Agent Remarks area type in any notes about this trip (these don't print anywhere, they are just for your reference). Click Save. Note: The Trip Start/End Date will be filled in automatically when you enter reservations into the Res Card. 1/21/15 164

163 An In-depth Look at Res Cards STEP SIX - ENTER TRAVELERS: Click on Traveler link for a list all travelers in the profile with checkboxes to select and deselect them. Click Search to search for Travelers that you know exist in your database. Once you add an existing Traveler to the Res Card, that Traveler is now linked to the current profile as well. Click Add to create a new Traveler in the Res Card, but also adds them to the Profile. Note: If you are doing a PNR Import or importing a Live Connect booking, you can skip this step. STEP SEVEN - ENTER RESERVATIONS: Click the Reservation Link and Add Reservation to enter reservation details. Select the Reservation Type from drop-down. Type in a few letters of vendor's name, hit the tab key, and choose from drop-down. Enter confirmation #, pricing, and any other details and Save. (If you enter a deposit or final payment due date, these will create reminders upon saving when you click Create Reminders later on or use the Batched Reminders icon on the menu bar to create more than these two types all at once.) IMPORTANT: After saving, scroll down to bottom of webpage until you get to Service Provider area and click View and Edit. Here you can add more info to your reservation. A Service Provider is what the vendor sells (i.e., Princess Cruise Lines may sell the cruise, insurance, a tour, etc.). These all go in one reservation 1/21/15 165

164 An In-Depth Look at Res Cards and are added one at time if you want them listed, under the Service Provider Area. Enter the dates of travel, and fill in any other info you want to put on invoice. Continue adding Service Providers. Click Save and Close Service Provider. Note: If you don t want to list every service provider separately, type a Remark in the reservation stating what the pricing is for; something like Pricing is all inclusive for cruise, taxes, insurance, hotel, etc. There is an area too where you can actually break out the cost for each of these vendor items in the reservation under Itemize (see below). Put reservations in the order you want them to appear on invoice. The Reservations link is where all the reservation details for the trip are created and stored. Each Res Card or trip can have any number of reservation records. To add a new trip reservation, click Add Reservation and select what type of reservation you wish to create - Air, Hotel, Car, Cruise Insurance, Miscellaneous, Rail, Tour, or Service Fee. To modify or enhance an existing trip reservation, click Edit next to the reservation. Click Delete while in the reservation to remove it. Booking Status: A drop down list of Confirmed, Cancelled and Quoted are available choices. The Confirmation Status is not free-flow and cannot be left blank, as the entry selected now has an impact on the Reservation Total included in the Res Card Balances displayed for the Res Card. Reservations with a status of Confirmed increase the Reservation Total and can be invoiced. Reservations with a status of Quoted do not increase the Reservation Total, and cannot be invoiced, although can be included in all formats of the Trip Itinerary. Reservations with a status of Cancelled do not increase the Reservation Totals and cannot be invoiced, and do not appear on Trip Itineraries. Vendor: Click the three dots next to the Vendor field and enter the first two or three letters of the vendor s name into the query area and select desired name from the drop-down menu. Click Refresh. If the vendor is not in the menu, you receive a message, No matching profiles. Create a new vendor profile by clicking Profiles on the menu bar. Use Tools Page History to get back to the reservation. Confirmation #: Enter the confirmation # for this booking. Record Locator: Enter a record locator # if available. Booking Method: Enter the source of the booking from the drop-down menu which has been customized by the database administrator. 1/21/15 166

165 An In-depth Look at Res Cards Reservation Status: Enter the status of this booking from the drop-down menu created by the database administrator. Duration: Enter number of nights of trip. No. of Pax/No. of Nights/No. of Rooms/No. of Cars/No. of Policies/No. of Units, etc: Depending on the travel type enter the appropriate number. Invoiced out of CB: There are certain cases where reservation data captured in ClientBase may have been invoiced outside, for example invoiced through the GDS. So that these types of reservations are not invoiced twice in error (once in GDS, then again in ClientBase), we have added this check box and updated the Res Card balances at the top of a Res Card accordingly. Res Card balances at the top of a Res Card remain the same unless a Reservation exists that has been designated as "Invoiced out of CB". If a reservation exists with the designation of "Invoiced out of CB," then the Res Card balances now reflect Res Total, Invoiced in CB, Invoiced out of CB, and Balance. Issued Through ARC/BSP: If this reservation was created in Windows version of ClientBase, this area may say Yes on the Res Card General Info summary screen. You do not have the ability at this time to mark this reservation as Issued through ARC, but the ARC fields are in place at this time to input manual data in at the traveler level if you choose to do so. Travelers: Indicates travelers that have been selected in the Traveler link. (In Rail or Airline transactions, click on the Travelers button to select travelers.) Charge As: Select from drop-down menu the Charged As Per Person, Per Night, Per Day, Per Car, Per Cabin, Per Policy, Per Room, or Per Unit box (where applicable). You have the ability to Itemize per traveler by clicking Add Itemized Amount. You have several different format options that determine how the Itemization is sorted and printed on your invoice for your customer including the following: - Print all Itemization Details (prints itemization as it has in the past) - Summarize by Traveler (lists totals by traveler) - Summarize by Category/Traveler (lists each traveler as a column broken down by Tvl Category) - Summarize by Description/Traveler (lists each traveler as a column broken down by Description) - Do not Print Itemization (allows you to itemize for your internal records but doesn't print on the 1/21/15 167

166 An In-Depth Look at Res Cards invoice) All existing Reservations with Itemization will default to "Print all Itemization Details", which prints itemization as it has to date. To change this default format for new Reservations, go to Tools Settings Default Field Values for Res Cards and from the Reservation area set the Print Itemization Option to the desired format by selecting from the drop-down listing. This setting simply sets the default for new Reservation Itemization entries, but can be tailored on a reservation by reservation basis to whatever format is desired for that reservation. Use the Edit button next to Print Itemization Option within the Itemization Edit screen of a Reservation to change this default. Notice the Travel Category drop-down list. This field is not mandatory when entering itemized amounts, nor does it print on the invoice. Make sure your itemized amounts equal the total fare amounts. Base Fare/Tax/Commission: Enter the amount of this booking. The tax and commission fields can be either entered with a dollar amount or a percentage. Tax: If present these totals are either hard-coded (defaulted by database administrator), or can be changed by clicking Edit. Deposit Due Date/Final Deposit Due Date: If you have entered the date the deposit is due in the General Info link, you can click on Create Reminders, and select the reminders you want to create that automatically appear in your daily To-Do list. These reminders also appear in the Res Card s Activities link, as well as in the client s profile link, Activities. Itin/Invoice Remarks: Remarks entered in the General Info link appear here. Agent Remarks: Remarks entered in the General Info link appear here. **Capture and invoice ARC/BSP type transactions through the CB Res Card using a field called Issued through ARC. If set to Yes, then pricing is not captured at the reservation pricing level, but instead at the traveler pricing level of the reservation. To enter an ARC type transaction into a reservation, first create a new Reservation, enter the Vendor and other reservation fields and set the Issued through ARC to Yes. Complete any remaining reservation fields except for pricing, and click Save. Upon clicking Save, your reservation will be summarized along with a listing of the travelers and a new Edit button next to each traveler record. Click Edit to enter all traveler level ticket and pricing details. After capturing all ARC reservation details, and upon invoicing, you have the ability to invoice each ARC transaction as a separate invoice booking and the Submit To field includes the setting of ARC. Please note that a ticket number must be captured within each traveler pricing record in order for you to have the option of invoicing ARC type reservations. Service Provider The Service Provider area of a reservation record is where information entered here appears on trip proposals, itineraries and invoices generated for this reservation and can be used for reporting purposes. One reservation record can have one or more service providers. For example, a Disney Cruise reservation record can include just one service provider, Disney Cruise Lines, or perhaps more than one, the Disney Magic and the Contemporary Resort. The amount of detail you want to capture is up to you. To edit a Service Provider, click Edit. To add a new Service Provider, click Add Service Provider, and choose what type - Air, Hotel, Car, Cruise, Insurance, Miscellaneous, Rail, Tour, or Service Fee. Depending on the selected Travel Type, the general area of the Service Provider contains the 1/21/15 168

167 An In-depth Look at Res Cards following entry fields. These arrows give you the ability to change the order in which multiple Service Providers within one Reservation are displayed. Highlight any Service Provider in your listing and click the Up arrow to move it up in the listing or click the Down arrow to move it down in the listing. These changes are saved permanently within the Reservation and are reflected in the order designated when printing an Invoice. General Info: For Air, a separate service provider record may be completed for each segment or leg in the itinerary with numerous fields available such as Code, Airline, Flight Number, Depart/Arrival City, Departure/ Arrival Terminal, Depart/Arrive Times, Dates, Equipment, Meal Service, Duration, Mileage, etc. For Hotel, entry fields include Property, Room Type, Check In and Out Dates, Room Description, and Smoking, etc. Car entry fields include Car Company, Start Date, End Date, Car Category, Pick-Up Time, Drop-Off Time, and Car Description, etc. Cruise entry fields include Ship, Start Date, End Date, Category, Deck, Cabin/Room, Dining, and Smoking, etc. Depending on the other selected categories, appropriate travel type entry fields appear. Itin/Invoice Remarks: Enter any free-flowing remarks that you want to appear about this Service Provider on the printed Itinerary and/or invoice. Service Provider Agent Remarks: Enter any free-flowing agent remarks that you want to appear about this Service Provider. Service Provider Allocated Pricing: Enter Total Fare, Base, Tax (%), and Commission (%) into these fields to keep for your own reference. Once all areas of a Service Provider record have been completed, click Save. To enter additional Service Provider records, click Add Service Provider, enter details and click Save. To modify a Service Provider click Edit. To delete a Service Provider record, click Edit and then Delete. Note: Once the Res Card general information is saved, see a hyperlink on the Prepared for field. Clicking on the hyperlink toggles into the customer profile from this area of the Res Card. To jump back into the Res Card from the customer profile, use Tools Page History. Copy a Reservation record from one Res Card to another Res Card: When copying a Reservation record from one Res Card to another, all data captured within the reservation record, except for traveler related fields is copied, and includes vendor level information as well as Service Provider Level information. To copy a Reservation Record, retrieve the Res Card to select the Reservations link, highlight the Reservation record to copy and click on the action gear icon and click 1/21/15 169

168 An In-Depth Look at Res Cards Copy. Next, close the Res Card, and retrieve or create the Res Card you would like to copy to, select the Reservations link and click Paste Reservation. Copy an Entire Res Card from One Profile to Another Profile: When copying an entire Res Card from one profile to another, all data captured within the Res Card, except for Date Created, Invoices, Activities, Client Feedback about Trip, Profile and Traveler related fields is copied, including all General Trip level information, all Reservation Records and Agent Remarks. To copy an entire Res Card, retrieve the profile the original Res Card was created for, select the Res Card link, highlight the Res Card you would like to copy (do not open the Res Card) and click the action gear Icon and click Copy. Next, close the profile, and retrieve or create the profile you would like to copy to, select the Res Card link and click Paste Res Card. STEP EIGHT - CREATE REMINDERS: Once you have create reservations (remember, it s one new reservation for each new vendor), and you have edited or added your Service Providers and you have clicked on Save Service Provider, on next screen click Create Reminders so that the deposits/final payments will appear on your To-Do list in the Activity Manager to handle, OR create 1/21/15 170

169 An In-depth Look at Res Cards multiple reminders by clicking the Reminder icon on the menu bar and Create Batched Reminders. Click Proceed and Close Reservation. If you need to add another reservation for another vendor, follow the instructions above to repeat. STEP NINE - GENERATE INVOICE: After all reservations have been created, click the Generate Invoice icon on menu bar at top of screen. Select any remarks you want to appear on bottom of invoice by clicking Remarks, enter a Trip Balance Due Date if applicable, choose the Form of Payment and pick cc# from drop-down, and in the This Invoice area, put amount of this invoice (for a deposit just pick the first reservation, for final payment each reservation needs to have correct Submit To/Travel Type. If the Submit to is Commission Track, make sure to check off Showed as Paid, a little checkbox that appears only with Commission Track Submit To so that totals appear on the invoice. (This may have been preset by database administrator.) Preview. If the amounts or other information doesn t look right in preview, return to reservation and correct. Otherwise click Generate Invoice to issue the invoice. The invoice will launch into an Adobe Acrobat Reader for printing. When you close out of the pdf, you ll land in the Res Card invoice link where you can print invoice, or it to your client. Invoices now reside permanently in Invoice link for reprinting or ing. Generate an Invoice To create an invoice for any reservation record or combination of reservation records that have not been invoiced in full, click Generate Invoice icon on the menu bar from anywhere in the Res Card. Enter the invoice details including payment information, invoice remarks, then invoice totals and agent rates for each reservation record to include in the invoice. First, check off the reservations you want to include on this invoice. If the reservation has ARC/BSP checked, each traveler included in an ARC/BSP reservation is listed as a separate line item within the invoice screen, but all need to be invoiced at the same time creating a separate booking for each 1/21/15 171

170 An In-Depth Look at Res Cards ARC/BSP document in Trams Back Office. *Indicates required fields and fields required for Trams Back Office. Issue Date: Defaults to today s date, but can be changed by clicking on the three dots next to the field and double-clicking on any date from the calendar; or free-flow the date in using one of the following date formats. Remarks: Click Remarks to choose from a table of remarks setup by the database administrator in the Windows version of ClientBase. Check the remark/s to use with this particular invoice, and then click OK. Note: Free-flow remarks can be added to this area. Trip Balance Due Date: Enter a date to appear on the invoice for the trip balance due date. Click on the three dots next to the field and double-click on any date from the calendar; or free-flow the date in using the date formats listed above. Invoice For/Branch/Locator No/Group: This information is pulled from areas of the Res Card and is used for reference. *Form of Payment: From the drop-down menu, choose Cash, Check, Credit Card, or CCMerchant. Note: Use these fields only if you have one form of payment for the invoice reservations. If you have different forms of payment for reservations, use the fields contained within the Booking Payment, making sure to put the correct Submit to and Travel Type for each FOP. (To reflect a cash payment on the ClientBase invoice, your agency must allow Cash Payment from Invoice in Trams Back Office. If this option is not checked off in TBO, ClientBase will not print Paid by Cash on the invoice.) *Check/CC Number: Enter check or credit card number for payment. (If credit card number exists in the profile, a drop-down menu appears to choose the card.) RESERVATIONS: Each reservation is listed in this area in detail. *Indicates required fields and fields required for Trams Back Office. Reservation Summary: For each reservation included are: Category, Vendor, Traveler, Confirmation No, Depart Date, Return Date, Traveler Name, Start Ticket No, and End Ticket No, and Agent. 1/21/15 172

171 An In-depth Look at Res Cards *Invoice Totals: Base/Tax/Comm/Total Fare: Summarizes reservation totals for this invoice. Select Submit to, Supplier or Commission Track from drop-down menu, and make sure the Travel Type is correct. Not Invoiced - Base/Tax/Comm: This area reflects what has not been invoiced for this Res Card. This Invoice: This is where to input the totals for your invoice. In the Base Fare field, enter the amount of this invoice, and tab to continue. Next, enter any taxes for this invoice, and, finally, enter the commission received for this invoice. (If no taxes or commission are being collected for this invoice, input 0.) *Submit to: From drop-down menu, choose appropriate Submit To. Trams Back Office users want to choose the one that corresponds with Trams Back Office Submits To. *Travel Type: This defaults from the reservation, but can be changed from drop-down menu. Trams Back Office users want to choose the one that corresponds with Trams Back Office travel types. Agent/Amount/%Rate: The agent is pulled in from the Res Card, but can be changed from the drop-down menu. Adjust Amount or %Rate if necessary (this is being pulled from the agent profile). The primary agent for the Res Card is defaulted at the time of invoicing as the agent for the invoice. Users with their Advanced Permission set to Disable Ability to view Agent Commission when invoicing can now add More Agents upon invoicing. Agent Rates and Amounts are still hidden on the main invoicing screen as well as in the More Agents screen, but multiple agents can now be added to the Invoice record by Users with this limited permission setting. This user setting for Disable Ability to view Agent Commission when Invoicing is stored within the User Login record and can be updated by the SYSDBA login by going to Tools Settings User Logins Advanced Permissions Other Restrictions. All Agent Commission defaults work the same whether Disable Ability to view Agent Commission when Invoicing is checked or not. If it is checked these default commission rates/amounts cannot be overwritten at the time of invoicing. Here is a brief summary of how Agent Rates and Amounts default: Upon generating an invoice the system looks at both the Res Card Agent profile and the Client's profile for Agent Rate defaults as they have been established within Trams Back Office (TBO). 1.) The Res Card Agent Commission Rate defaults based on Commission Rate settings stored within the Agent profile. The system first looks for an Inside Rate then an Outside by Travel Type. If none exists, it then looks for an Inside Rate then an Outside rate stored within the General tab of the Agent profile. 2.) In addition to defaulting the Res Card Agent and its default commission rates, the system also looks for default Agent Commission rates stored within the Client profile that the invoice is being issued for. The system automatically checks the client profile for any default Agent rates and includes those defaults within the More Agents listing if any exist. Booking Payment/Form of Payment/Check/CC Number: Use this area if reservations in this invoice have different forms of payment. There is a Booking Payment entry area under each reservation. (If the invoice has the same form of payment for reservations, use the Form of Payment and Check/CC Number fields above.) From the drop-down menu, select the Form of Payment, and enter Check/CC Number - if credit card number exists in the profile, a drop-down menu appears to 1/21/15 173

172 An In-Depth Look at Res Cards choose the card. Cancel: Click to abort invoicing process. * Indicates required fields and required fields for TBO. Preview Invoice Before Printing: When you click Preview Invoice, view the invoice totals and other details before it is generated to ensure accuracy. Make sure these totals are correct, because you may not have the ability to void it or change totals. Customize Format: Default invoice format settings are stored at the Branch level (Tools Settings Branch Settings Invoice Settings), but these defaults can be overwritten on an invoice-by-invoice basis by clicking Customize Format. From this area you can customize the following settings for just the current invoice being generated: Default Invoice Format: Set the Res Card invoice default as Invoice Only which is a shorter invoice format that does not included all itinerary level information; or Itin/Invoice which is a longer invoice format that does include all the itinerary level information. Language: From the drop-down, select the language used for invoice. Include Summary of All Reservations: Set the Res Card invoice default by checking if you want 1/21/15 174

173 reservation details including balance due date to appear on the invoice. An In-depth Look at Res Cards Preview Invoice Before Printing: Set the Res Card invoice default by checking if you always want a preview invoice (highly recommended) to be printed before actually generating the invoice. Include Service Provider Graphics: Set the Res Card invoice defaults by checking here if you want service provider graphics included when an invoice is printed. Hide Reservation Vendor Name: Gives you greater flexibility in customizing the print out of an invoice. If this setting is checked, then the Vendor Name for each individual reservation within the Res Card being invoice will not be printed, only the Service Provider Names. Hide Reservation Totals (Include Only Invoice Totals): Gives you greater flexibility in customizing the print out of an invoice. If this setting is checked, then each individual reservation amount will not be printed, only the sum of all reservations being invoiced. Print Service Fee as Invoice Total Line Item: Gives you greater flexibility in customizing the print out Service Fees on an invoice. If checked, this setting adds any reservations with a Travel Category of Service Fee and prints them as a single total amount listed within the Invoice Totals just underneath Reservation Totals, rather than listing as a separate reservation within the body of the invoice. Service Fee Label: This is a free-flow field that allows for up to 25 characters and provides you with the ability to customize how agency service fees are labeled on the invoice. Print Reservation in Condensed Format: The following Print Reservation in Condensed Format are broken down by Travel Category: Print Air Reservation in Condensed Format, Print Hotel Reservation in Condensed Format, Print Car Reservation in Condensed Format, Print Cruise Reservation in Condensed Format, Print Insurance Reservation in Condensed Format, Print Miscellaneous Reservation in Condensed Format, Print Rail Reservation in Condensed Format, Print Tour Reservation in Condensed Format, and Print Transportation Reservation in Condensed Format. If checked, upon invoicing a reservation for that Travel Category, a summary of basic Reservation information is included, rather than a detailed listing of all Reservation and Service Provider level information. This setting may be desired for reservations that you would like to place less emphasis on when printing invoices for your client. For example, if you are invoicing a cruise vacation, you may choose to place a greater emphasis on the cruise reservation and less emphasis on the Insurance, Airport, Hotel, etc. Here is a listing of the reservation details included if Print Reservation in Condensed Format is checked. All other Reservation and Service Provider level data is omitted from the printed version of the invoice. - Vendor Name, Traveler Name/s, Start Date, End Date If Supplier, ARC or Comm Track Show as Paid: Res Amount, This Invoice, Prior Invoice and Balance If Comm Track Not Show as Paid: Amount Details Generate Invoice: By clicking Generate Invoice from the preview screen, an invoice in the form of a pdf is created in Adobe Acrobat, and can be printed out or saved to your hard drive. By closing out of this window, you ll end up in the Res Card invoice link, where you are able to the invoice 1/21/15 175

174 An In-Depth Look at Res Cards to the customer. (Important: Make sure you have your popup blockers disabled so that you can see this invoice. Go to Tools Popup Blocker in Internet Explorer to disable. If you still cannot view your invoice, you may also have a quicklink bar from Yahoo, Google, etc. that also has a popup blocker. Make sure this is disabled as well.) Make sure this has been made a trusted site in Internet Explorer by going to Tools Internet Options Security. Invoicing does not work with any other browser than Internet Explorer version 6.0 or above. When you close out of the generated pdf, you will land in the Invoice Link where invoices can be printed or ed. Found here as well is a summary of what has been invoiced thus far, as well as what has yet to be invoiced. an Invoice Any invoices issued via ClientBase appear in the Res Card Invoice listing and can be ed to the client by clicking the link next to the desired invoice in the Res Card invoice link. Upon clicking the link within the invoice listing, a Merge to screen appears with the following default message: Thank you for booking with "Res Card Branch Agency Name". Attached please find your invoice with your reservations details. Please review and notify us immediately if you have questions or any difficulty opening the attachment. Thank you, "Res Card Primary Agent Name" In addition to this default message, the Primary address entry defaults within the "To" field and the pdf version of the invoice is linked as an attachment. Complete the Subject line and any further customization within the body of the and click Send Current to the invoice. When an is launched from the invoice listing, the following Res Card level merge fields can be inserted into body of the message: Res Card Create Date, Res Card Primary Agent, Res Card Group, Res Card Branch No, Res Card Branch Agency Name, Res Card Region, Res Card Start Date, Res Card End Date, and Res Card Locator. If you would like to create your own templates for use when ing an invoice from ClientBase, use the Windows version to create the template and copy and paste any of the Res Card merge fields above for further customizing the body of the message. Refer to your on-line Help (within the Tools button) for further information on setting up the Merge to feature. Note: You can only and invoice directly from ClientBase is you have setup your to work 1/21/15 176

175 An In-depth Look at Res Cards with SMTP. Please refer to the section, Set Up ClientBase with Mail Server s SMTP Settings. Refund Invoices There is a check box, Include Refunds, in the Invoice Screen. By checking this box you have the ability to refund any reservations that were invoiced to date. Upon checking the Include Refunds check box, a new column of totals appear next the reservation totals allowing you to choose whether to invoice any uninvoiced amount, or to refund any amounts that were invoiced to date. This feature allows you to include both sales and refunds on one invoice. Therefore, you can refund a cancelled reservation and invoice a service fee all at the same time on the same invoice. You can also refund one reservation and invoice another that has been booked in its place. If there are more refunds than sales, a Refund Invoice is generated. If there are more sales than refunds, a Sales Invoice is generated. Setting Up to Refund Invoices Before generating any refund invoices you must first setup your Refund Invoice Number series. Select Tools Settings Branch Settings and double-click the branch record you want to generate refunds in. In the Next Refund Invoice field, enter your starting number in the refund invoice number series. Make sure the number series you select is not already being used in Trams Back Office, or does not conflict with a refund number series used by any other invoicing tool such as your GDS. Repeat these steps for each branch for which refund invoices are generated. All users will have the ability to generate refund invoices by default. To disable this feature for a user you need to update their User Login. To do this the System Administrator must log into the database as SYSDBA. From Tools Settings User Logins, select the user you would like to disable the refund invoice setting for and click the Advanced button and then Other Restrictions. Check the box next to the setting Disable Refunding an Invoice from Res Card and save. Using Generate Refund If a refund is a result of a Reservation being cancelled, be sure to retrieve the reservation in the Res Card and change the Booking Status to Cancelled. The Res Card Balance is updated accordingly. If a refund is a result of a fare change, be sure to retrieve the reservation in the Res Card and change the fares accordingly. The Res Card balance is updated accordingly. To generate the refund, click on the Generate Invoice button. Check the Include Refunds box on the invoicing screen. Enter your invoice details and use the refund column to refund any reservation amount that was invoiced 1/21/15 177

176 An In-Depth Look at Res Cards previously. Use the Generate Invoice button to generate the invoice. If you are using Trams Back Office, the invoice is saved automatically. As mentioned above, if the invoice has more refunds than sales, a Refund Invoice is issued. If the invoice has more sales than refunds, a Sales Invoice is issued. Refund Examples Full Refund - Res Card with only one reservation what is Paid in full and Invoiced in full Step 1: Open the Res Card and retrieve the reservation. Change the Reservation's Booking Status to Cancelled. The Res Card balance is updated accordingly and shows the full amount as a minus. If the trip is completely cancelled, change the Res Card Status to Cancelled. Step 2: Generate Invoice. Include Refunds must be checked off. Complete the invoice payment fields with the original form of payment. In the Reservation Total, click on the Refund option. This field will then populate with the original. Invoice amount. (Matches the amount in the Invoiced to Date field.) Review screen for accuracy. Invoice shows the refunded amount. Reservation Price Changed - Deposit Invoice Previously Issued Step 1: Open the Reservation and modify to the new amount. No Refund Invoice required since the correct amount will be shown with the final payment. Res Card totals will be updated accordingly. Step 2: If the client want to see the modified cost of the trip, Reprint Invoice from Res Card Invoices tab. All changes including the adjusted amount will be reflected. Print or to customer. Partial Refund - Res Card with One Reservation/Paid in Full/Final Invoice Issued Step 1: Open reservation and adjust the price to the new lower amount. Do NOT change Booking Status - still a valid booking. Step 2: Review Res Card totals from main screen - verify accuracy (it will show a minus amount). Step 3: Complete Invoice Payment fields with the original form of payment Step 4: In the Reservation Total, click on the Sale option. This field will then populate with the refunded amount due back to the customer. Note: If you select Refund, it will be the full amount of the sale. In this case, it's only the partial refund. Refund with Multiple Reservations (Multiple Bookings with a Single Refund) Step 1: Open the Res Card and retrieve the reservation. Change the Reservation's Booking Status to Cancelled. Leave Res Card as Active since only the one booking is cancelled. Step 2: Select the reservation to Refund in the Invoice screen and refund the cancelled reservation. At same time, can Invoice active reservation payments as a Sale. Refund with Vendor Penalty - Invoicing a Cancelled Booking with Supplier Penalty Step 1: Copy the original booking using the Copy and Paste Buttons in the Res Card. Create a copy of the original, cancelled booking to use in recording the penalty amount. Step 2: Update Copied Booking by adding key data. --Add the travelers. The copied booking defaults to no travelers. --Change the booking amount to the amount of the penalty. Enter $0.00 as the commission unless 1/21/15 178

177 An In-depth Look at Res Cards the agency gets to keep any of its commission. If so, enter the amount the agency keeps. --Delete the individual Service Providers (not applicable for this booking). --Add a Service Provider for the Service Fee. Step 3: Open the original reservation and change status to 'Cancelled'. Leave the rest of the information as originally entered. Review amounts for accuracy. Change the Res Card status to Cancelled. Step 4: Generate the Refund Invoice and check off Include Refunds. In the Form of Payment section, choose the type of payment that will be refunded (cash, check, credit card). Select the original booking, and at the payment amount, choose 'Refund', and enter the amount originally invoiced. Select the cancellation fee booking, and at the payment amount, choose Sale and invoice the full amount. Preview the invoice to ensure the net refund is correct, then generate the invoice. The Res Card shows a zero dollar balance. Reminder: If an invoice has more refunds than sales, a Refund Invoice is issued. If the invoice has more sales than refunds, then a Sales Invoice is issued. All invoices issued in ClientBase are available in Trams Back Office. Invoices Link View all existing invoices by clicking on the Res Card Invoices link. Scroll across to view invoice details, and to get a copy of the invoice, click Reprint, or click to a copy. Void an Invoice: Void an Invoice directly from ClientBase by highlighting the desired invoice from the invoice listing and clicking Void. Upon clicking Void, the system prompts with a message Track Voided Invoice? Yes/No/Cancel: Yes: Voids the invoice (and potentially corresponding payments), updates the un-invoiced balance for the Res Card and tracks the void with an audit trail. No: Voids the invoice (and potentially corresponding payments), updates the un-invoiced balance for the Res Card and leaves no audit trail. Cancel: Cancels the voiding process and returns you to the invoice listing without any changes.: Each User Login can be prohibited from being able to Void an Invoice by updating the Advanced Permission settings for that User. The SYSDBA user must be logged in to update Advanced 1/21/15 179

178 An In-Depth Look at Res Cards Permission settings and can do so by going to Tools Settings User Logins. Select the desired User Login, click on Advanced (next to Security Levels) and click on Other Restrictions. Place a check next to Disable Ability to Void an Invoice generated through Res Card, to disable this feature. *Special Note for Agencies that use Trams Back Office (TBO): If an invoice has any Cash, Check or CC Merchant Client FOP or any Vendor FOP applied, then the invoice cannot be voided via CBB until the payment has been voided via TBO first. If an invoice has been paid by Credit Card than the system will automatically Void the Credit Card payment while Voiding the Invoice. If an End of Period exists for the period in which the Invoice was issued, or payment applied than the system will not allow the User to void the payment. Itinerary Report Link To create and print out an itinerary for a client, click the Itinerary Report link. The itinerary is hardcoded in ClientBase, and can be edited by copying it into word processing program such as MS Word and printed from there. Or, click Remarks to select any canned remarks that were previously set up, and you want to include on the Itinerary. Click Print. Activities Link To add a Note, Reminder, or Mailer for a trip, click Create Activity and Note, Reminder, or Mailer. After clicking the link, view a summary of all Notes, Reminders, and Mailers created for a customer s trip. A Note documents any contact you had with a client about the trip such as a phone call or . A Reminder creates an entry, such as a final payment or check for documents. This entry also appears on the user s daily To-Do List in the Activity Manager and in the Activity link in client s profile. Mailers are like entries in a marketing log. They are a historical record that is created automatically whenever a label, document template, or mail merge file is created for a client or group of clients. 1/21/15 180

179 An In-depth Look at Res Cards To add a new Note Reminder Mailer, click the icon on the menu bar or Create Activity. To modify or enhance an existing Note Reminder Mailer, click Edit next to the Note Reminder Mailer. Click Delete while in Edit to remove an Activity. Notes, Mailers and Reminders (single or batched) can also be created at any time by clicking the Res Card menu bar. Once these are created, they "live" in the Activities link in the Res Card AND in the profile. Please see the section, An In-Depth Look at Activities for more details. Launching a Batch of Reminders from within a Res Card Upon entering a Res Card in ClientBase, you can create Reminders to help you track the many administrative and/or marketing tasks you need to complete for this trip. In the past, you would add a Reminder for each item you wanted to track one at a time. Now, if you have a Batch of Reminders that you would like to use as your default template of Reminders for this trip, you can highlight the Reminder button on the Res Card menu bar and select Create Batched Reminders to create multiple Reminders at one time. Step One: From the Res Card that you would like to create your Reminders, highlight the Reminders button on the Res Card menu bar and select Create Batched Reminders. A listing of the Batched Reminders setup under Tools Settings appear. Step Two: Select the desired batch you would like the system to default for this Res Card by highlighting and clicking on the desired name. Step Three: A listing of all of the default Reminders included within the selected batch appears with the Date of Reminder defaulting based upon the merge field used. If any of the reminders in the listing do not have a Date Completed, then the merge field used was left blank within the current Res 1/21/15 181

180 An In-Depth Look at Res Cards Card. In order for these reminders to be created, you must Edit the specific reminder within the listing and enter the date by hand. From this listing you have the ability to Edit, Check and Uncheck, or Add to any of the default reminders. Check each of the reminders within the listing to make sure the defaults are all correct. If you would like to change any of the defaulting reminders, click Edit for the desired reminder and update the fields accordingly. Click the box under the column called Create to place a check or remove a check next to each specific reminder. Only those reminders containing a check are created. These check defaults are based upon the Always/Optional setting established when the Batch was created under Settings. Click Add to add new reminders if you'd like any additional reminders to those the batch defaulted for you. Step Four: When all of the reminders in the listing meet your needs, click Create Reminders and all of the reminders will be created and saved within the Activities link of the Res Card. Upon completion, you will land in the Activities link with an updated listing of all activities for this Res Card, including the new reminders just created using your batch. Attachments Link To enhance the amount and type of information accessible in a Res Card, a feature is included in Res Cards allowing you to point to other files available on your local or network drive. These files are referred to as Attachments. To access an attachment at the Res Card level, click the Attachment link. To add a new Attachment click Add Attachment, and Browse for Attachment to identity the File Path of the file. The File Path includes the drive where the file is located, any directories or sub-directories, and the name of the file. Choose to compress the file by clicking in the Compression box. Enter a brief description of the attachment, if desired. Click Save. To view a saved Attachment, highlight the attachment, and click Open next to the attachment. ClientBase uses Windows Associations to view the file type, load the appropriate software, and retrieve the specified file. Every file has an extension (e.g.,.doc,.jpg,.bmp,.html, etc.) must be associated with a specific Windows software program such as Word, Paint Shop Pro, Internet Explorer, etc. to be viewed. Although this association is created automatically by Windows when various software programs are installed, if a workstation does not have a software program associated with the type of file an Attachment is pointing to, then the file cannot be viewed from the Attachment created in ClientBase. Since a copy of the file has been stored within the ClientBase database when it is opened at a workstation, it is loaded temporarily into a temp directory. If any changes are made to the original file or the temporary file, the attachment in ClientBase must be re-directed to the new file, or the old file will still be displayed. This is done by using Edit and browsing for the updated file. Once this is done, the copy of the file saved in the ClientBase database will be updated. Click Edit, then Delete, next to the attachment to remove it. 1/21/15 182

181 An In-depth Look at Res Cards More Fields Link If you want to track it, and the ClientBase Res Card doesn t have a place for it, here is where you can create customized fields of information. More Fields for Res Cards are set up under Tools Settings Res Card More Field Categories and the drop-downs are set up under Tools Settings User Defined Fields Res Card More Field Items. To tag a Res Card with a More Field, click Edit, and from the drop-down menus next to the More Field Categories, select the More Field item you want to use. Then click Save. To untag a More Field Item, simply highlight the item and click Delete on the keyboard. 1/21/15 183

182 An In-Depth Look at Res Cards 1/21/15 184

183 Chapter 9 An In-Depth Look at Live Connect This chapter provides a detailed overview of using the Live Connect feature in ClientBase. Introduction One of the most innovative features in ClientBase is Live Connect which is found in the Res Card. Save time and improve efficiency by transmitting selected client information to a booking engine online. Then electronically transmit back reservation details and automatically complete the reservation form with what s been booked to generate invoices. Note to ALL ClientBase Users: New Live Connects Providers are added between ClientBase releases all the time. View the newest list on the Trams website here: Note to Trams Back Office and ClientBase Windows Users: (As ClientBase shares a database with Trams Back Office, the invoices generated from the Res Card automatically become part of the invoices shared with Trams Back Office.) ClientBase continues to add more on-line booking engines to connect to via Live Connect. All Live Connect Provider settings, including login information and vendor profile setup can be done in ClientBase Windows, or if a user has been granted administrative permission can be done in ClientBase under Tools Settings (only in a Primary-Sync database (ClientBase Windows) or a Non-Sync activated database in ClientBase). AFCNET If you are not currently registered to book AFCNET on-line, go to to enroll. Upon completion of the registration you will receive a User ID and Password and can take the following steps to setup ClientBase. Set Up AFCNET Live Connect Upon receiving User ID and Password, take the following steps to setup ClientBase for Live Connect. Step 1) Once you have obtained accurate login information, you need to add this Live Connect 1/21/15 185

184 An In-Depth Look at Live Connect Provider into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Provider Name: Type AFCNET. URL: Type Travel Category: Select Air from the drop-down. Import XML from: Select HTML Source. Live Connect Provider: Select AFCNET from the drop-down list. Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: User Name and Password: Enter the necessary fields based upon the login information provided to you when you contacted AFCNET. (The Agency Number and Code is not applicable.) Step 3) Retrieve the AFCNET vendor profile from the Profile Manager (or create one if not in your database). From the General Info link, click the Live Connect Providers button. Click Add, and select AFCNET booking engine from the drop-down list. The Vendor Code is In the Travel Category profile field, select Air from the drop-down menu. 1/21/15 186

185 An In-Depth Look at Live Connect Live Connect Features Supported by AFCNET AFCNET supports the following Live Connect Features: CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Automatically logs you in to booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confirmation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves existing reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New AFCNET Reservation in Live Connect Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. Step 3) Click the Create New Reservation button. 1/21/15 187

186 An In-Depth Look at Live Connect Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation. This data is NOT passed to booking site, but you are able to view it at the top left of your booking screen and can highlight it, copy, and paste it into the booking fields to save you time during the booking process. Click Connect to launch the on-line booking engine. Step 5) Although still in ClientBase, you are now on-line at the AFCNET booking site. Complete the reservations using instructions supplied by AFCNET upon registration. When the reservation is confirmed, it automatically imports into the ClientBase reservation. All reservation data booked online is now located in the reservation fields in ClientBase. 1/21/15 188

187 An In-Depth Look at Live Connect Import Existing AFCNET Reservation Made Outside of ClientBase Create a new reservation and click Import Existing Reservation. Enter the confirmation number or leave blank. If you have entered a confirmation number, the system automatically retrieves and imports the reservation. If no confirmation number is entered, when in the website, instead of creating a new reservation, go to the retrieve reservation area. Once the reservation details are showing, click Import and the details of the reservation are imported into the ClientBase Reservation record. Retrieve an Existing AFCNET Reservation for Editing or Cancelling To edit or cancel an existing reservation using Live Connect, follow these steps: Step 1) Launch Live Connect from inside the reservation to edit or cancel in ClientBase. Step 2) A dialog box appears. Click Retrieve Reservation. Step 3) Live Connect launches the booking engine site. Edit or cancel the reservation using instructions supplied by the booking engine, and click Import Reservation. All reservation data edited or cancelled online is now located in the reservation fields in ClientBase. All About Travel Sign up with All About Travel at and click the Agent Login tab. Click the link for Don't have a password yet. Fill out the forms and fax them back to us, or call us at and Press 9. Set Up All About Travel Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Fill in the following fields: Name of the Provider: In blank field provided, type the name of the Provider. Status: Leave the default of Active. If you ever want to make it Inactive, go back in this area to turn off. URL: Type Travel Category: Select Tour. 1/21/15 189

188 An In-Depth Look at Live Connect Import XML from: Select HTML Source. Include Authentication: Leave blank. Click Save. Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: User Name/Password/Account Number: Enter your user name, password and your ARC number as the Account Number. Step 3) Retrieve the All About Travel vendor profile from the Profile Manager (or create one if not in your database). From the General Info link, click the Live Connect Providers button. Click Add, and select the All About Travel booking engine from the drop-down list. The Vendor Code is blank. In the Travel Category profile field, select Tour from the drop-down menu. All About Travel Live Connect Features CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data and profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New All About Travel Reservation in Live Connect Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live 1/21/15 190

189 An In-Depth Look at Live Connect Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation and click Connect to launch the on-line booking engine. Step 5) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s 1/21/15 191

190 An In-Depth Look at Live Connect booking site running the on-line booking engine through a ClientBase window. Complete the reservation and when the reservation is confirmed, click Import Reservation from the confirmation page. All reservation data booked on-line is now located in the reservation fields in ClientBase. Import Existing All About Travel Res Made Outside of CB Step 1) Create a new Res Card or open an existing one and launch Live Connect by clicking the Live Connect icon. Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information if not auto-populated. Step 3) Enter the confirmation number for the reservation you want to import and click Import Existing Reservation. Step 4) Depending on the Live Connect Provider, the system either locates the reservation using the confirmation number and automatically import all reservation details, or takes you to the Live Connect Provider's site for you to use its Retrieve Reservation feature to locate the reservation. Upon displaying the existing reservation, click Import Reservation and the reservation details are imported into the ClientBase Res Card. Retrieve an Existing All About Travel Res to Edit/Cancel To edit or cancel an existing reservation using Live Connect, follow these steps: Step 1) Launch Live Connect from inside the Live Connect reservation to edit or cancel. Click Live Connect. Step 2) Confirm all Live Connect settings including confirmation number, and click Retrieve Reservation. Step 3) Live Connect launches the booking engine site. Edit or cancel the reservation using instructions supplied by the booking engine, and click Import Reservation. All reservation data edited or cancelled online is now located in the reservation fields in ClientBase. Allianz Travel Insurance - Website (formerly Access America) To use Live Connect to purchase trip insurance with Allianz Global Assistance, you must be licensed to sell Allianz Travel Insurance. If you are not currently licensed to sell Allianz Travel Insurance - Website, navigate to and click on the Become a Partner link from the home page. Set Up Allianz Travel Insurance Live Connect Upon receiving User ID and Password, take the following steps to setup ClientBase for Live Connect. Step 1) Once you have obtained accurate login information, you need to add this Live Connect 1/21/15 192

191 An In-Depth Look at Live Connect Provider into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Upon receiving your Account Number and Account Type, take the following steps to setup ClientBase for Live Connect. Provider Name: Enter Allianz Travel Insurance URL: Enter Travel Category: Select Insurance from the drop-down. Import XML from: Select HTML Source. Click OK to save. Step 2) Set up for Live Connect agent logins can be done in two ways - globally (if all agents share the same user name, password or account number), or individually. When Live Connect is launched, the system first looks to see if there is login information at the User Login level, and if not, then looks for the login information at the Global Defaults level. Set Up Global Agent Login Information: To enter one set of login information for a Live Connect provider for all agents to share, go to Tools Settings Live Connect Login. Click Add and enter the following information: Option 1: Select Allianz Travel as the Live Connect Provider. Enter your Login name as the User Name; enter your Password; enter the agency Account Number and you must enter ACCAM as the Agency Code. Option 2: Select Allianz Travel as the Live Connect Provider. Enter your Login name as the User Name and enter your Password. Option 3: Select Allianz Travel as the Live Connect Provider. Enter your agency Account Number and you must enter ACCAM as the Agency Code. Set Up Individual Agent Login Information: Users can set up their own logins by going to Tools MyLogin Live Connect and clicking Add. Option 1: Select Allianz Travel as the Live Connect Provider. Enter your Login name as the User Name; enter your Password; enter the agency Account Number and you must enter ACCAM as the Agency Code. Option 2: Select Allianz Travel as the Live Connect Provider. Enter your Login name as the User Name and enter your Password. Option 3: Select Allianz Travel as the Live Connect Provider. Enter your agency Account 1/21/15 193

192 An In-Depth Look at Live Connect Number and you must enter ACCAM as the Agency Code. Step 3) Create a vendor profile in ClientBase for Access America. From the Profile Manager, retrieve the Allianz Travel Insurance vendor profile (or create one). From the General Info tab, click Live Connect Providers. From here, click Add, and select the desired booking engine (Access America) from the drop-down list. The vendor code is left blank. Click OK to save. Live Connect Features Supported by Allianz Travel Insurance Allianz Travel Insurance supports the following Live Connect Features: CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Automatically logs you in to booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confirmation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves existing reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New Allianz Travel Insurance Reservation in Live Connect Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live 1/21/15 194

193 An In-Depth Look at Live Connect Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation and click Connect to launch the on-line booking engine. Step 5) The system prompts with the reservation records included in this Res Card. Click each 1/21/15 195

194 An In-Depth Look at Live Connect reservation to insure. Again, this step is designed to save time during the insurance booking process, as less fields need to be completed manually. Any missing or incomplete data can be updated on the website confirming the insurance booking. Click Connect. Step 6) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s booking site running the on-line booking engine through a ClientBase window. Complete the reservation and when the reservation is confirmed, click Import Reservation from the confirmation page. Amadeus AgentNet VAX (Not Available in CBO Stand Alone) If your agency uses the Amadeus AgentNet site to book VAX (Vacation Access) reservations including Agentnet VAX - Dynamic, launch Amadeus AgentNet VAX through the ClientBase Live Connect, and benefit from the seamless passing of customer information and importing of reservation data to your database AND continue to get your AgentNet booking credits/ incentives accordingly. To use AgentNet with Live Connect in ClientBase, use the AgentNet user login and password supplied by Vacation.com or Amadeus. If you need one and are a Vacation.com member, obtain user login information by contacting Vacation.com Member Services at Otherwise contact an Amadeus Sales Representative. 1/21/15 196

195 An In-Depth Look at Live Connect Set Up Amadeus AgentNet VAX Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Fill in the following fields: Name of the Provider: In blank field provided, type the name of the Provider. Status: Leave the default of Active. If you ever want to make it Inactive, go back in this area to turn off. URL: Type Travel Category: Select Tour. Import XML from: Select HTML Source. Include Authentication: Leave blank. Click Save. Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: Live Connect Provider: Select Amadeus AgentNet VAX from the drop-down list. User Name, Password: ClientBase only passes the username and password. Enter the necessary fields based upon the login information provided to you when you enrolled. Step 3) Create vendor profiles in ClientBase if they do not exist for the following vendors. From the profile manager, retrieve the vendor profile (or create if it is not in database). In the General Info area, click Live Connect Providers. From here, click Add, and select Amadeus AgentNet VAX or Amadeus AgentNet Dynamic from the drop-down list and insert the Vendor Code. If you use both links, you must make the profile with both. Save. 1/21/15 197

196 An In-Depth Look at Live Connect Amadeus Agentnet VAX Dynamic Participating Vendors & Codes CODE VENDOR NAME LIVE CONNECT PROVIDER BST Blue Sky Tours Amadeus AgentNet VAX - Dynamic FJ1 Funjet Vacations Amadeus AgentNet VAX - Dynamic GP1 Grand Pineapple Beach Resorts Amadeus AgentNet VAX - Dynamic MMT MGM Mirage Vacations - Air/Hotel Amadeus AgentNet VAX - Dynamic SAB Sandals and Beaches Resorts Amadeus AgentNet VAX - Dynamic STN Showtime Tours of Nevada Amadeus AgentNet VAX - Dynamic TPV TNT Vacations powered by Funjet Amadeus AgentNet VAX - Dynamic AMW US Airways Vacations Amadeus AgentNet VAX - Dynamic VE1 Vacation Express Amadeus Agentnet VAX - Dynamic Amadeus AgentNet VAX supports the following Live Connect features: CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data and profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New Reservation in Live Connect Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live 1/21/15 198

197 An In-Depth Look at Live Connect Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation and click Connect to launch the on-line booking engine. Step 5) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s 1/21/15 199

198 An In-Depth Look at Live Connect booking site running the on-line booking engine through a ClientBase window. Complete the reservation and when the reservation is confirmed, click Import Reservation from the confirmation page. All reservation data booked on-line is now located in the reservation fields in ClientBase. Import Existing Reservation Made Outside of ClientBase Step 1) Create a new Res Card or open an existing one and launch Live Connect by clicking the Live Connect icon. Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information if not auto-populated. Step 3) Enter the confirmation number for the reservation you want to import and click Import Existing Reservation. Step 4) Depending on the Live Connect Provider, the system either locates the reservation using the confirmation number and automatically import all reservation details, or takes you to the Live Connect Provider's site for you to use its Retrieve Reservation feature to locate the reservation. Upon displaying the existing reservation, click Import Reservation and the reservation details are imported into the ClientBase Res Card. Retrieve an Existing Reservation for Editing or Cancelling To edit or cancel an existing reservation using Live Connect, follow these steps: Step 1) Launch Live Connect from inside the Live Connect reservation to edit or cancel. Click Live Connect. Step 2) Confirm all Live Connect settings including confirmation number, and click Retrieve Reservation. Step 3) Live Connect launches the booking engine site. Edit or cancel the reservation using instructions supplied by the booking engine, and click Import Reservation. All reservation data edited or cancelled online is now located in the reservation fields in ClientBase. Amadeus Cruise (Not Available in CBO Stand Alone) Any ClientBase customer, regardless of GDS, is welcome to use Amadeus Cruise free of charge to book cruises using Live Connect. If you are not currently registered to book Amadeus Cruise online, call AMADEUS, or salesinquires@amadeus.com. (Current Amadeus Cruise users 1/21/15 200

199 An In-Depth Look at Live Connect may contact your Amadeus Account Manager.) Upon registering you are provided with Amadeus Agent Signs and Duty Codes, and are directed to download one file from the Amadeus Cruise website (version must be 3.4 or higher). Since this particular Live Connect provider is half web/half client application, this file is required to connect to Amadeus Cruise in a ClientBase Live Connect reservation. Set Up Amadeus Cruise Upon receiving Amadeus Agent Signs and Duty Codes, take the following steps to setup ClientBase for Live Connect. Step 1) Create a Live Connect Provider for Amadeus Cruise if none exists by going to Tools Settings Live Connect Providers, and clicking Add. (It s a good idea to check if the URL is correct.) Provider Name: Enter Amadeus Cruise. URL: Enter If you experience problems with this URL, use this one instead: Travel Category: Enter Cruise from the drop-down menu. Import XML from: Enter HTML Source Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: Live Connect Provider: Select Amadeus Cruise to connect to the cruise booking engine, then complete the remaining fields, and save. Agent Sign: Enter the unique Amadeus Cruise assigned agency user name. Account Number: Enter the unique assigned agency code (duty code). Step 3) Create vendor profiles in ClientBase if they do not exist for the following vendors. From the profile manager, retrieve the vendor profile (or create if it is not in database). In the General Info area, click Live Connect Providers. From here, click Add, and select Amadeus Cruise from the dropdown list and insert the Vendor Code. 1/21/15 201

200 An In-Depth Look at Live Connect Amadeus Cruise Participating Vendors & Vendor Codes Code Vendor Name Live Connect Provider AZA Azamara Amadeus Cruise CCL Carnival Cruise Lines Amadeus Cruise CEL Celebrity Cruises Amadeus Cruise CST Costa Cruise Lines Amadeus Cruise CUN Cunard Amadeus Cruise FOL Fred Olsen Amadeus Cruise HAL Holland America Lines Westours Amadeus Cruise MSC MSC Cruises Amadeus Cruise NCL Norwegian Cruise Lines Amadeus Cruise OCL Oceania Amadeus Cruise POC P&O Amadeus Cruise PCL Princess Cruises Amadeus Cruise RCC Royal Caribbean International Amadeus Cruise SBN Seabourne Cruise Lines Amadeus Cruise Amadeus Cruise Live Connect Features Amadeus Cruise supports the following Live Connect Features: CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Automatically logs you in to booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves existing reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create Amadeus Cruise New Reservation in Live Connect Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live 1/21/15 202

201 An In-Depth Look at Live Connect Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation and click Connect to launch the on-line booking engine. Step 5) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s 1/21/15 203

202 An In-Depth Look at Live Connect booking site running the on-line booking engine through a ClientBase window. Upon completion of the reservation, click the yellow end transaction symbol (at least twice) and then Import Reservation, and all reservation details are imported back into the ClientBase reservation record. Note: If insurance is part of the booking record a separate Service Provider record is created for it in ClientBase. Import Existing Amadeus Cruise Res Made Outside of CB Step 1) Create a new Res Card or open an existing one and launch Live Connect by clicking the Live Connect icon. Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information if not auto-populated. Step 3) Enter the confirmation number for the reservation you want to import and click Import Existing Reservation. Step 4) Depending on the Live Connect Provider, the system either locates the reservation using the confirmation number and automatically import all reservation details, or takes you to the Live Connect Provider's site for you to use its Retrieve Reservation feature to locate the reservation. Upon displaying the existing reservation, click Import Reservation and the reservation details are imported into the ClientBase Res Card. Retrieve an Existing Amadeus Cruise Res to Edit/Cancel To edit or cancel an existing reservation using Live Connect, follow these steps: Step 1) Launch Live Connect from inside the Live Connect reservation to edit or cancel. Click Live Connect. Step 2) Confirm all Live Connect settings including confirmation number, and click Retrieve Reservation. Step 3) Live Connect launches the booking engine site. Edit or cancel the reservation using instructions supplied by the booking engine, and click Import Reservation. All reservation data edited or cancelled online is now located in the reservation fields in ClientBase. American Express Vacations You need to be an American Express agency to use American Express Vacations Live Connect. Set Up American Express Vacations Step 1) American Express Vacations uses the Travel Impressions Live Connect Provider. Create a new or check that a Live Connect Provider for Travel Impressions exists by going to Tools Settings Live Connect Providers and clicking Add. (Make sure the URL is correct if 1/21/15 204

203 An In-Depth Look at Live Connect Provider is present.) Provider Name: Enter Travel Impressions. URL: Travel Category: Select Tour from the drop-down. Import XML from: Select HTML Source. Step 2) User Login Data does not populate in Live Connect so no set up is required, but create a vendor profile in ClientBase if one does not exist. From the profile manager, retrieve the American Express Vacations vendor profile (or create if it is not in database). From the General Info tab, click Live Connect Providers. From there, click Add, and select Travel Impressions from the drop-down list. The vendor code is left blank. Save. American Express Vacations Features American Express Vacations supports the following Live Connect features: CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New American Express Vacations Reservation Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live 1/21/15 205

204 An In-Depth Look at Live Connect Connect from the Profile action gear.) Step 2) Select American Express Vacations from the drop-down menu by Connect To (if not defaulted), and then click Create New Reservations. Step 3) Select any customer information to use to book the American Express Vacations reservation. This data is NOT passed to American Express Vacations, but you are able to view it at the top of your booking screen and can highlight it, copy, and paste it into the booking fields to save you time during the booking process. Click Connect. 1/21/15 206

205 An In-Depth Look at Live Connect Step 4) Although still in ClientBase, you are now on-line at the booking site. A page appears which verifies your ARC or CLIA #, User Name, login, and password the first time you sign in (and is prepopulated with this data thereafter). Enter your ARC or CLIA #, your user name and password, and click Submit to continue. Create the booking by clicking Make a Reservation with all passenger information (none is passed to site through ClientBase, but you can highlight, copy and paste information at top of screen into booking fields) and when the reservation is confirmed, click Import Reservation at the top of the ClientBase screen. All reservation data booked on-line is now located in the reservation. Import Existing Reservation Made Outside of ClientBase First, create a new reservation and click Import Existing Reservation. Enter the confirmation number or leave blank. If you have entered a confirmation number, the system automatically retrieves and imports the reservation. If no confirmation number is entered, when in American Express Vacations website, instead of creating a new reservation, go to the retrieve reservation area. Once the reservation details are showing, click Import and the details of the reservation are imported into ClientBase. 1/21/15 207

206 An In-Depth Look at Live Connect Retrieve an Existing Reservation for Editing or Cancelling To edit or cancel an existing reservation using Live Connect, follow these steps: Step 1) Launch Live Connect from inside the reservation to edit or cancel in ClientBase. Step 2) A dialog box appears. Click Retrieve Reservation. Step 3) Live Connect launches the booking engine site. Edit or cancel the reservation using instructions supplied by the booking engine, and click Import Reservation. All reservation data edited or cancelled online is now located in the reservation fields in ClientBase. Apple Vacations If you are not currently registered to book Apple Vacations on-line, go to to download the electronic booking contract. Upon completion of the registration you will receive a User ID and Password and can take the following steps to setup ClientBase. Set Up Apple Vacations Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Fill in the following fields: Name of the Provider: In blank field provided, type the name of the Provider. Status: Leave the default of Active. If you ever want to make it Inactive, go back in this area to turn off. URL: Type Travel Category: Select Tour. Import XML from: Select HTML Source. Include Authentication: Leave blank. Click Save. Step 2) Create a vendor profile in ClientBase if one does not exist. From the profile manager, 1/21/15 208

207 An In-Depth Look at Live Connect retrieve the Apple Vacations vendor profile (or create if it is not in database). In the General Info area, click Live Connect Providers. From here, click Add, and select provider from the drop-down list. The vendor code is left blank. Save. Apple Vacations Live Connect Features CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data and profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New Apple Reservation in Live Connect Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider 1/21/15 209

208 An In-Depth Look at Live Connect and appropriate Login information. Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation. This data is NOT passed to booking site, but you are able to view it at the top left of your booking screen and can highlight it, copy, and paste it into the booking fields to save you time during the booking process. Click Next to launch the on-line booking engine. Step 5) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s booking site running the on-line booking engine through a ClientBase window. You need to do two steps before importing the reservation. Depress OK and Go before you click Import Reservation to bring in. Complete the reservation and when the reservation is confirmed, click Import Reservation from the confirmation page. All reservation data booked on-line is now located in the reservation fields in ClientBase. 1/21/15 210

209 Import Existing Apple Res Made Outside of ClientBase An In-Depth Look at Live Connect Step 1) Create a new Res Card or open an existing one and launch Live Connect by clicking the Live Connect icon. Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information if not autopopulated. Step 3) Enter the confirmation number for the reservation you want to import and click Import Existing Reservation. Step 4) Depending on the Live Connect Provider, the system either locates the reservation using the confirmation number and automatically import all reservation details, or takes you to the Live Connect Provider's site for you to use its Retrieve Reservation feature to locate the reservation. Upon displaying the existing reservation, click Import Reservation and the reservation details are imported into the ClientBase Res Card. Retrieve an Existing Apple Res to Edit/Cancel To edit or cancel an existing reservation using Live Connect, follow these steps: Step 1) Launch Live Connect from inside the Live Connect reservation to edit or cancel. Click Live Connect. Step 2) Confirm all Live Connect settings including confirmation number, and click Retrieve Reservation. Step 3) Live Connect launches the booking engine site. Edit or cancel the reservation using instructions supplied by the booking engine, and click Import Reservation. All reservation data edited or cancelled online is now located in the reservation fields in ClientBase. Auto Europe To use Live Connect to sell Auto Europe, you must be an Auto Europe appointed agency and establish user logins and passwords for selling Auto Europe on-line. If are not already registered, please visit Europe.com/global-agent-signup.cfm to sign up online, or call your Auto Europe sales representative for more assistance. You need to provide your company address information and your IATA or CLIA number when completing this form. After you have submitted the form, Auto Europe will contact you to provide a Global Agent User Account number and a Global Agent Password which you need to set up Live Connect in ClientBase Set Up Auto Europe Step 1) Create a new or check that a Live Connect Provider for Auto Europe exists by going to Tools Settings Live Connect Providers and clicking Add. (Make sure the URL is correct if 1/21/15 211

210 An In-Depth Look at Live Connect Provider is present.) Provider Name: Enter Auto Europe. URL: Enter Travel Category: Enter CAR (important) from the drop-down menu. Import XML from: Enter HTML Source. IMPORTANT: The Travel Category must be set to Tour! Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: Live Connect Provider: Select Auto Europe from the drop-down list. User Name, Password and Account Number: In the User ID field, enter the User Name and Password provided by Auto Europe when you signed up. The Account Number field in ClientBase is left blank. Save. Step 3) Create a vendor profile in ClientBase if one does not exist. From the profile manager, retrieve the Auto Europe vendor profile (or create if it is not in database). In the General Info area, click Live Connect Providers. From here, click Add, and select provider from the drop-down list. The vendor code is left blank. Save. 1/21/15 212

211 An In-Depth Look at Live Connect Auto Europe Features Auto Europe support the following Live Connect Features: CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New Auto Europe Reservation Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. 1/21/15 213

212 An In-Depth Look at Live Connect Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation and click Connect to launch the on-line booking engine. Step 5) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s booking site running the on-line booking engine through a ClientBase window. Upon completion of the reservation, click the Import Reservation, and all reservation details are imported back into the ClientBase reservation record. Avanti Destinations If you are not currently registered to book with Avanti Destinations, go to to register as an agent or agency. On the homepage, click Agent 1/21/15 214

213 An In-Depth Look at Live Connect Resources for registration links and information. Set Up Avanti Destinations Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider if it does not already exist into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Provider Name: Enter Avanti Destinations. URL: Enter Travel Category: Enter Tour from the drop-down menu. Import XML from: Enter HTML Source. Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information. Save. Live Connect Provider: Select Avanti Destinations from the drop-down list. User Name/Password: Enter the necessary fields based upon the login information provided to you when you contacted Avanti Destinations. Account Number: N/A. Agency Code: N/A. Step 3) Create a separate vendor profile in ClientBase Online if one does not exist for Avanti Destinations From the profile manager, retrieve this vendor profile and from the General Info link, click Live Connect Providers. From here, click Add, and select Avanti Destinations from the dropdown list. The vendor code is left blank. Click OK. 1/21/15 215

214 An In-Depth Look at Live Connect Avanti Destinations Features Avanti Destinations supports the following Live Connect features: CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New Avanti Destinations Reservation Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. (If you have set up your logins in Tools MyLogin Live Connect, 1/21/15 216

215 An In-Depth Look at Live Connect login information will auto-populate.) Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation and click Connect to launch the on-line booking engine. Step 5) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s booking site running the on-line booking engine through a ClientBase window. Complete the reservation and when the reservation is confirmed, click Import Reservation from the confirmation 1/21/15 217

216 An In-Depth Look at Live Connect page. All reservation data booked on-line is now located in the reservation fields in ClientBase. To resolve questions about Avanti Destinations and ClientBase Windows, please contact the Avanti Director of Marketing. If you have a question about Avanti's products or services, please call Import Existing Avanti Destinations Res Made Outside of CB First, create a new reservation and click Import Existing Reservation. Enter the confirmation number or leave blank. If you have entered a confirmation number, the system automatically retrieves and imports the reservation. If no confirmation number is entered, when in Avanti Destinations website, instead of creating a new reservation, go to the retrieve reservation area. Once the reservation details are showing, click Import and the details of the reservation are imported into ClientBase. Retrieve an Existing Avanti Destinations Res to Edit/Cancel To edit or cancel an existing reservation using Live Connect, follow these steps: Step 1) Launch Live Connect from inside the reservation to edit or cancel in ClientBase. Step 2) A dialog box appears. Click Retrieve Reservation. Step 3) Live Connect launches the booking engine site. Edit or cancel the reservation using instructions supplied by the booking engine, and click Import Reservation. All reservation data edited or cancelled online is now located in the reservation fields in ClientBase. 1/21/15 218

217 An In-Depth Look at Live Connect Brendan Vacations If you are not currently registered to book Brendan Vacations as a new agency set-up, please visit: or call Upon completion of the registration you will receive a User ID and Password and can take the following steps to setup ClientBase. Set Up Brendan Vacations Live Connect Upon receiving User ID and Password, take the following steps to setup ClientBase for Live Connect. Step 1) Once you have obtained accurate login information, you need to make sure this Live Connect Provider is in ClientBase by going to Tools Settings Live Connect Providers and clicking Add if not present (make sure the URL below is correct). Provider Name: Type Brendan Vacations. URL: Type: Travel Category: Select Tour from the drop-down. Import XML from: Select HTML Source. Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: User Name and Password: Enter the necessary fields based upon the login information provided to you when you contacted Brendan Vacations. (The Agency Number and Code is not applicable.) Step 3) Retrieve the Brendan Vacations vendor profile from the Profile Manager (or create one if not in your database). From the General Info link, click the Live Connect Providers button. Click Add, and select Brendan Vacations booking engine from the drop-down list. There is no Vendor Code. In the Travel Category profile field, select Tour from the drop-down menu. 1/21/15 219

218 An In-Depth Look at Live Connect Live Connect Features Supported by Brendan Vacations Brendan Vacations supports the following Live Connect Features: CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Automatically logs you in to booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase). Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confirmation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves existing reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New Brendan Vacations Reservation in Live Connect Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. 1/21/15 220

219 An In-Depth Look at Live Connect Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation. Click Connect to launch the on-line booking engine. Step 5) Although still in ClientBase, you are now on-line at the Brendan Vacations booking site. Complete the reservations using instructions supplied by Brendan Vacations upon registration. When the reservation is confirmed, it automatically imports into the ClientBase reservation. All reservation data booked on-line is now located in the reservation fields in ClientBase. If you need help using the Brendan Vacations booking site, call /21/15 221

220 An In-Depth Look at Live Connect Casa Travel If you are not currently registered to book Casa Travel on-line, go to Travel.com/ profile.php to enroll. Upon completion of the registration you will receive a User ID and Password and can take the following steps to setup ClientBase. Set Up Casa Travel Live Connect Upon receiving User ID and Password, take the following steps to setup ClientBase for Live Connect. Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Provider Name: Type Casa Travel. URL: Type Travel Category: Select Air from the drop-down. Import XML from: Select HTML Source. Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: User Name and Password: Enter the necessary fields based upon the login information provided to you when you contacted Casa Travel. (The Agency Number and Code is not applicable.) Step 3) Retrieve the Casa Travel vendor profile from the Profile Manager (or create one if not in your database). From the General Info link, click the Live Connect Providers button. Click Add, and select Casa Travel booking engine from the drop-down list. The Vendor Code is In the Travel Category profile field, select Air from the drop-down menu. 1/21/15 222

221 An In-Depth Look at Live Connect Live Connect Features Supported by Casa Travel Casa Travel supports the following Live Connect Features: CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Automatically logs you in to booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confirmation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves existing reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New Casa Reservation in Live Connect Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. Step 3) Click the Create New Reservation button. 1/21/15 223

222 An In-Depth Look at Live Connect Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation. This data is NOT passed to booking site, but you are able to view it at the top of your booking screen and can highlight it, copy, and paste it into the booking fields to save you time during the booking process. Click Connect to launch the on-line booking engine. Step 5) Although still in ClientBase, you are now on-line at the Casa Travel booking site. Complete the reservations using instructions supplied by Casa Travel upon registration. When the reservation is confirmed, it automatically imports into the ClientBase reservation. All reservation data booked on-line is now located in the reservation fields in ClientBase. Import Existing Casa Reservation Made Outside of ClientBase Create a new reservation and click Import Existing Reservation. Enter the confirmation number or leave blank. If you have entered a confirmation number, the system automatically retrieves and imports the reservation. If no confirmation number is entered, when in the website, instead of 1/21/15 224

223 An In-Depth Look at Live Connect creating a new reservation, go to the retrieve reservation area. Once the reservation details are showing, click Import and the details of the reservation are imported into the ClientBase Reservation record. Retrieve an Existing Casa Reservation for Editing or Cancelling To edit or cancel an existing reservation using Live Connect, follow these steps: Step 1) Launch Live Connect from inside the reservation to edit or cancel in ClientBase. Step 2) A dialog box appears. Click Retrieve Reservation. Step 3) Live Connect launches the booking engine site. Edit or cancel the reservation using instructions supplied by the booking engine, and click Import Reservation. All reservation data edited or cancelled online is now located in the reservation fields in ClientBase. 1/21/15 225

224 An In-Depth Look at Live Connect 1/21/15 226

225 CCRATravel Hotel Booking Portal If you are not currently registered to use CCRATravel Hotel Booking Portal, go to and click the link in the bottom left corner. Upon registering as a new user, login credentials are provided. Note: Current users can activate using this feature by updating your Agency profile under My Account. Just check Yes on the Enable Trams option. Set Up CCRATravel Hotel Booking Portal Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Provider Name: Enter CCRATravel Hotel Booking Portal. URL: Enter Travel Category: Enter Hotel from the drop-down menu. Import XML from: Enter HTML Source. Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: Live Connect Provider: Select CCRATravel Hotel Booking Portal from the drop-down list. User Name and Password: Enter the User Name and Password provided to you when you registered. The account number and agency code are not applicable. Step 3) Retrieve the CCRA vendor profile from the Profile Manager (or create one if not in your database). From the General Info link, click the Live Connect Providers button. Click Add, and select the CCRA booking engine from the drop-down list. The vendor code is left blank. In the Travel Category profile field, select Hotel from the drop-down menu. (If you use individual hotel vendors when booking CCRA, you need to query each of these and tag them with the CCRA URL. 1/21/15 227

226 An In-Depth Look at Live Connect CCRA Travel Hotel Booking Portal Features CCRATravel Hotel Booking Portal supports the following Live Connect Features: CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase only for cancelling, no modification once booking has been made. Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New CCRA Travel Hotel Booking Portal Reservation Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live Connect from the Profile action gear.) 1/21/15 228

227 An In-Depth Look at Live Connect Step Two: Select CCRA from the vendor drop-down. Verify the default Login information and select Create New Reservation. A window appears with your default login information. The Connect To should read CCRATravel Hotel Booking Portal. If it does not, click the drop down arrow and select it from the list. Any of the login information defaulting in this window can be changed if desired. Use the Create New Reservations button to book a new reservation. Step Three: Select the desired client information to pass to CCRATravel Hotel Booking Portal. Prior to connecting you to the CCRATravel Hotel Booking Portal site, a client selection screen appears, allowing you to select the desired client data you would like to automatically pass to CCRATravel Hotel Booking Portal. Passing this data helps you save time during the booking process, as fewer fields need to be completed by hand. Click Connect to proceed. 1/21/15 229

228 An In-Depth Look at Live Connect Step Four: Although still in ClientBase, you are now on-line at the CCRA booking site. Finish confirming your Reservation and upon receiving a confirmation number click Import Reservation to bring the reservation details into your ClientBase database for managing further. Note: If you want to use separate Hotel Vendors, the system will have you search for the hotel profile you have booked. If you do not find it in your system after you have queried, you must create a hotel profile and click the Live Connect button in the Vendor Profile before you save it to link CCRATravel Hotel Booking Portal to it by clicking Add. If you used the CCRATravel Hotel Booking Portal Profile at the reservation level to launch Live Connect, the hotel booking will come into ClientBase with the hotel name in the Service Provider area of the reservation. This reservation information is now available for you to invoice, to create Reminders to track the administrative tasks involved in managing the trip and to report on for future marketing purposes. Retrieve an Existing Reservation for Editing or Cancelling To cancel an existing reservation using Live Connect, follow these steps: Step 1) Launch Live Connect from inside the reservation to cancel in ClientBase. Step 2) A dialog box appears. Click Retrieve Reservation. Step 3) Live Connect launches the booking engine site. Cancel the reservation using instructions supplied by the booking engine. Centrav If you are not currently registered to book Centrav on-line, go to to enroll. Upon completion of the registration you will receive a User ID and Password and can take the following steps to setup ClientBase. Set Up Centrav Live Connect Step 1) Once you have obtained accurate login information, you need to add this Live Connect 1/21/15 230

229 An In-Depth Look at Live Connect Provider into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Fill in the following fields: Provider Name: Type Centrav. URL: Type Travel Category: Select Air from the drop-down. Import XML from: Select HTML Source. Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: Live Connect Provider: Select Centrav to connect to the cruise booking engine, then complete the remaining fields, and save. User Name and Password: Enter the necessary fields based upon the login information provided to you when you contacted Centrav. (The Agency Number and Agency Code is not applicable.) Step 3) Retrieve the Centrav vendor profile from the Profile Manager (or create one if not in your database). From the General Info link, click the Live Connect Providers button. Click Add, and select Centrav booking engine from the drop-down list. The Vendor Code is In the Travel Category profile field, select Air from the drop-down menu. 1/21/15 231

230 An In-Depth Look at Live Connect Live Connect Features Supported by Centrav Centrav supports the following Live Connect Features: CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Automatically logs you in to booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confirmation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves existing reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New Centrav Reservation in Live Connect Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. 1/21/15 232

231 An In-Depth Look at Live Connect Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Traveler, Branch and Res Card information you want to use to book the reservation. This data is NOT passed to booking site, but you are able to view it at the top of your booking screen and can highlight it, copy, and paste it into the booking fields to save you time during the booking process. Click Connect to launch the on-line booking engine. Step 5) Although still in ClientBase, you are now on-line at the Centrav booking site. Complete the reservations using instructions supplied by Centrav upon registration. When the reservation is confirmed, it automatically imports into the ClientBase reservation. All reservation data booked online is now located in the reservation fields in ClientBase. Import Existing Centrav Res Made Outside of ClientBase Create a new reservation and click Import Existing Reservation. Enter the confirmation number or leave blank. If you have entered a confirmation number, the system automatically retrieves and 1/21/15 233

232 An In-Depth Look at Live Connect imports the reservation. If no confirmation number is entered, when in the website, instead of creating a new reservation, go to the retrieve reservation area. Once the reservation details are showing, click Import and the details of the reservation are imported into the ClientBase Reservation record. Retrieve an Existing Centrav Res to Edit/Cancel To edit or cancel an existing reservation using Live Connect, follow these steps: Step 1) Launch Live Connect from inside the reservation to edit or cancel in ClientBase. Step 2) A dialog box appears. Click Retrieve Reservation. Step 3) Live Connect launches the booking engine site. Edit or cancel the reservation using instructions supplied by the booking engine, and click Import Reservation. All reservation data edited or cancelled online is now located in the reservation fields in ClientBase. Classic Vacations As you know, Classic Vacations does not have a website where you can book transactions, but they have built a link to their internal booking system, so that you can retrieve reservations after they are made via phone and import them into a Res Card. You must be registered to use Classic Vacations with Live Connect. The only way to enroll your agency is to complete the enrollment form below and once completed, fax it to Classic for Agents Enrollment Form. After your request has been received, you will receive a confirmation of receipt. Please allow 2-3 weeks to process and receive an notification with your User ID and password. Notes: Classic Vacations only provides a User ID and Password to Owner/Manager level agents for each agency. There are no exceptions to this, as this is a precautionary measure to protect Agency Owners and Managers*. *Classic for Agents reserves the right to verify all information provided is accurate. Set Up Classic Vacations Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider if it does not already exist into ClientBase by going to Tools Settings Live Connect 1/21/15 234

233 An In-Depth Look at Live Connect Providers and clicking Add. Fill in the following fields: Name of the Provider: In blank field provided, type the name of the Provider. Status: Leave the default of Active. If you ever want to make it Inactive, go back in this area to turn off. URL: Enter Travel Category: Select Tour. Import XML from: Select HTML Source. Include Authentication: Leave blank. Click Save. Step 2) Each agent should make sure to go into MyLogin Live Connect and delete out any Classic login that exists there as there are no longer individual logins. Thereafter, the database administrator goes to Tools Settings Live Connect Providers to enter the User Name and Password and account number which everyone in agency will use. Step 3) Create a vendor profile in ClientBase if one does not exist. From the profile manager, retrieve the provider s vendor profile (or create if it is not in database). In the General Info area, click Live Connect Providers. From here, click Add, and select provider from the drop-down list. The vendor code is left blank. Save. 1/21/15 235

234 An In-Depth Look at Live Connect Classic Vacations Live Connect Features CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Import Previously Made Classic Vacations Reservation Details Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information if not auto-populated. 1/21/15 236

235 An In-Depth Look at Live Connect Step 3) Enter the confirmation number for the reservation you want to import and click Import Existing Reservation. Step 4) Depending on the Live Connect Provider, the system either locates the reservation using the confirmation number and automatically import all reservation details, or takes you to the Live Connect Provider's site for you to use its Retrieve Reservation feature to locate the reservation. Upon displaying the existing reservation, click Import Reservation and the reservation details are imported into the ClientBase Res Card. Contiki Vacations To register with Contiki Vacations to make bookings as a new agency set-up, please visit: or call Contiki Vacations Upon completion of the registration you will receive a User ID and Password and can take the following steps to setup ClientBase. Set Up Contiki Vacations Live Connect Upon receiving User ID and Password, take the following steps to setup ClientBase for Live Connect. Step 1) Once you have obtained accurate login information, you need to make sure this Live Connect Provider is in ClientBase by going to Tools Settings Live Connect Providers and clicking Add if not present (make sure the URL below is correct). Provider Name: Type Contiki Vacations. URL: Type 1/21/15 237

236 An In-Depth Look at Live Connect Travel Category: Select Tour from the drop-down. Import XML from: Select HTML Source. Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: User Name and Password: Enter the necessary fields based upon the login information provided to you when you contacted Contiki Vacations. (The Agency Number and Code is not applicable.) Step 3) Retrieve the Contiki Vacations vendor profile from the Profile Manager (or create one if not in your database). From the General Info link, click the Live Connect Providers button. Click Add, and select Contiki Vacations booking engine from the drop-down list. There is no Vendor Code. In the Travel Category profile field, select Tour from the drop-down menu. Live Connect Features Supported by Contiki Vacations Contiki Vacations supports the following Live Connect Features: CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Automatically logs you in to booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase). Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confirmation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves existing reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New Contiki Vacations Reservation in Live Connect Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live 1/21/15 238

237 An In-Depth Look at Live Connect Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Traveler, Branch and Res Card information you want to use to book the reservation. Click Connect to launch the on-line booking engine. Step 5) Although still in ClientBase, you are now on-line at the Contiki Vacations booking site. 1/21/15 239

238 An In-Depth Look at Live Connect Complete the reservations using instructions supplied by Contiki Vacations upon registration. When the reservation is confirmed, it automatically imports into the ClientBase reservation. All reservation data booked on-line is now located in the reservation fields in ClientBase. If you need help using the Contiki Vacations booking site, call Contiki Vacations at /21/15 240

239 Globus and Cosmos Family If you are currently not registered with Globus and Cosmos Family, contact your Inside Sales consultant at They will set you up with your username and password. After you are registered, simply logon to and click the Travel Agent Admin link on the left hand navigation. Upon creating a User Name and Password for each agent in your office, set up ClientBase for Live Connect. Set Up Globus and Cosmos Family Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider if it does not already exist into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Provider Name: Enter Globus and Cosmos. URL: Enter Travel Category: Enter Tour from the drop-down menu. Import XML from: Enter HTML Source. Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: Live Connect Provider: Select Globus and Cosmos from the drop-down list. User Name, Password: Enter the necessary fields based upon the login information provided to you when you contacted Globus and Cosmos Family. Account Number: Not applicable Click OK to save. Step 3) Create a separate vendor profile in ClientBase if one does not exist--one for Globus and one for Cosmos, Avalon Waterways, Brennan Vacations, and Monograms. From the profile manager, retrieve each vendor profile (or create if it is not in database). From the General Info link, click Live 1/21/15 241

240 An In-Depth Look at Live Connect Connect Providers. From here, click Add, and select Globus and Cosmos Family from the dropdown list. The vendor code is left blank. Click OK. Globus and Cosmos Family Features Globus and Cosmos Family supports the following Live Connect features: CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New Globus and Cosmos Reservation Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live Connect from the Profile action gear.) 1/21/15 242

241 An In-Depth Look at Live Connect Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. (If you have set up your logins in Tools MyLogin Live Connect, login information will auto-populate.) Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation and click Connect to launch the on-line booking engine. Step 5) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s booking site running the on-line booking engine through a ClientBase window. Complete the reservation and when the reservation is confirmed, click Import Reservation from the confirmation page. 1/21/15 243

242 An In-Depth Look at Live Connect Import Existing Globus/Cosmos Res Made Outside of CB First, create a new reservation and click Import Existing Reservation. Enter the confirmation number or leave blank. If you have entered a confirmation number, the system automatically retrieves and imports the reservation. If no confirmation number is entered, when in Globus and Cosmos Family website, instead of creating a new reservation, go to the retrieve reservation area. Once the reservation details are showing, click Import and the details of the reservation are imported into ClientBase. Retrieve an Existing Globus/Cosmos Res to Edit/Cancel To edit or cancel an existing reservation using Live Connect, follow these steps: Step 1) Launch Live Connect from inside the reservation to edit or cancel in ClientBase. Step 2) A dialog box appears. Click Retrieve Reservation. Step 3) Live Connect launches the booking engine site. Edit or cancel the reservation using instructions supplied by the booking engine, and click Import Reservation. All reservation data edited or cancelled online is now located in the reservation fields in ClientBase. Globus Family Agent Lingo (Canada) If you are currently not registered with the Globus Family Agent Lingo, visit the travel agent section of any of the brands at or call your regional Inside Sales team member directly, or call Upon creating a User Name and Password for each agent in your office, set up ClientBase for Live Connect. Set Up Globus Family Agent Lingo Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider if it does not already exist into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Provider Name: Enter Globus Family Agent Lingo URL: Enter Travel Category: Enter Tour from the drop-down menu. Import XML from: Enter HTML Source. 1/21/15 244

243 An In-Depth Look at Live Connect Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: Live Connect Provider: Select Globus Family Agent Lingo from the drop-down list. User Name, Password: Enter the necessary fields based upon the login information provided to you when you contacted Globus. Account Number: Not applicable Click OK to save. Step 3) Create a separate vendor profile in ClientBase if one does not exist--one for Globus and one for Cosmos, Avalon Waterways, Brennan Vacations, and Monograms. From the profile manager, retrieve each vendor profile (or create if it is not in database). From the General Info link, click Live Connect Providers. From here, click Add, and select Globus and Cosmos Family from the dropdown list. The vendor code is left blank. Click OK. Globus Family Agent Lingo Features Globus Family Agent Lingo supports the following Live Connect features: CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create Globus Family Agent Lingo Reservation Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live 1/21/15 245

244 An In-Depth Look at Live Connect Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. (If you have set up your logins in Tools MyLogin Live Connect, login information will auto-populate.) Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation and click Connect to launch the on-line booking engine. 1/21/15 246

245 Step 4) Although still in ClientBase, you are now on-line at the booking site. An In-Depth Look at Live Connect Create the reservation with the passenger information passed from ClientBase by clicking Make a Booking and use the instructions supplied by Globus when you registered. When the reservation is confirmed, click Import Reservation at the top of the ClientBase screen. All reservation data booked on-line is now located in the reservation. For technical issues: WebTechSupport@globusandcosmos.com. Import Existing Reservation Made Outside of ClientBase First, create a new reservation and click Import Existing Reservation. Enter the confirmation number or leave blank. If you have entered a confirmation number, the system automatically retrieves and imports the reservation. If no confirmation number is entered, when in Globus Family website, instead of creating a new reservation, go to the retrieve reservation area. Once the reservation details are showing, click Import and the details of the reservation are imported into ClientBase. Retrieve an Existing Reservation for Editing or Cancelling To edit or cancel an existing reservation using Live Connect, follow these steps: Step 1) Launch Live Connect from inside the reservation to edit or cancel in ClientBase. Step 2) A dialog box appears. Click Retrieve Reservation. Step 3) Live Connect launches the booking engine site. Edit or cancel the reservation using instructions supplied by the booking engine, and click Import Reservation. All reservation data edited or cancelled online is now located in the reservation fields in ClientBase. 1/21/15 247

246 An In-Depth Look at Live Connect Insight Vacations If you are not currently registered to book Insight Vacations as a new agency set-up, please visit: or call Upon completion of the registration you will receive a User ID and Password and can take the following steps to setup ClientBase. Set Up Insight Vacations Live Connect Upon receiving User ID and Password, take the following steps to setup ClientBase for Live Connect. Step 1) Once you have obtained accurate login information, you need to make sure this Live Connect Provider is in ClientBase by going to Tools Settings Live Connect Providers and clicking Add if not present (make sure the URL below is correct). Provider Name: Type Insight Vacations. URL: Type: TramsLiveConnect.aspx?sc=IVUSAS Travel Category: Select Tour from the drop-down. Import XML from: Select HTML Source. Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: User Name and Password: Enter the necessary fields based upon the login information provided to you when you contacted Insight Vacations. (The Agency Number and Code is not applicable.) Step 3) Retrieve the Insight Vacations vendor profile from the Profile Manager (or create one if not in your database). From the General Info link, click the Live Connect Providers button. Click Add, and select Insight Vacations booking engine from the drop-down list. There is no Vendor Code. In the Travel Category profile field, select Tour from the drop-down menu. 1/21/15 248

247 Live Connect Features Supported by Insight Vacations Insight Vacations supports the following Live Connect Features: An In-Depth Look at Live Connect CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Automatically logs you in to booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase). Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confirmation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves existing reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New Insight Vacations Reservation in Live Connect Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. Step 3) Click the Create New Reservation button. 1/21/15 249

248 An In-Depth Look at Live Connect Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation. Click Connect to launch the on-line booking engine. Step 5) Although still in ClientBase, you are now on-line at the Insight Vacations booking site. Complete the reservations using instructions supplied by Insight Vacations upon registration. When the reservation is confirmed, it automatically imports into the ClientBase reservation. All reservation data booked on-line is now located in the reservation fields in ClientBase. If you need help using the Insight Vacations booking site, call /21/15 250

249 An In-Depth Look at Live Connect itravelinsured If you are already licensed to sell itravelinsured, your user name is the itravelinsured Account number, and the password is Trams (lower case). If not currently licensed to sell itravelinsured, contact itravelinsured directly at or go to and click Registration Form. The form is a pdf/adobe file format. Print the registration form, complete it and send it to itravelinsured. Within 24 hours, itravelinsured will contact you with a user name and password. Set Up itravelinsured Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider if it does not already exist into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Fill in the following fields: Name of the Provider: In blank field provided, type the name of the Provider. Status: Leave the default of Active. If you ever want to make it Inactive, go back in this area to turn off. URL: Type Travel Category: Select Insurance. Import XML from: Select HTML Source. Include Authentication: Leave blank. Click Save. Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: Live Connect Provider: Select itravelinsured from the drop-down list. User Name: Enter the user name provided to you when registering with itravelinsured. If already licensed to sell itravelinsured, the user name is the itravelinsured Account number. Password: Enter the password provided to you when registering with itravelinsured. If already 1/21/15 251

250 An In-Depth Look at Live Connect licensed to sell itravelinsured, the password is Trams (lower case). All other fields are left blank. Save. Step 3) Create a separate vendor profile in ClientBase if one does not exist for itravelinsured. From the profile manager, retrieve the vendor profile (or create if not in database). In the General Info area, click Live Connect Providers. From here, click Add, and select provider from the drop-down list. The vendor code is left blank. Save. Travelinsured Live Connect Features CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data and profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New itravelinsured Reservation in Live Connect Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live 1/21/15 252

251 An In-Depth Look at Live Connect Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation and click Connect to launch the on-line booking engine. Step 5) The system prompts with the reservation records included in this Res Card. Click each 1/21/15 253

252 An In-Depth Look at Live Connect reservation to insure. Again, this step is designed to save time during the insurance booking process, as less fields need to be completed manually. Any missing or incomplete data can be updated on the website confirming the insurance booking. Click Connect. Step 6) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s booking site running the on-line booking engine through a ClientBase window. Complete the reservation and when the reservation is confirmed, click Import Reservation from the confirmation page. Manulife Global Travel Insurance All agencies wishing to use Manulife Global Travel Insurance Live Connect should contact ctssupport@manulife.com. Set Up Manulife Global Travel Insurance Upon receiving a User ID and Account Number for your agency, take the following steps to setup ClientBase for Live Connect. Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider if it does not already exist into ClientBase by going to Tools Settings Live Connect 1/21/15 254

253 An In-Depth Look at Live Connect Providers and clicking Add. Provider Name: Manulife Global Travel Insurance. Status: Active. URL: Travel Category: Insurance. Import XML from: HTML Source. Include Authentication, etc.: Not applicable. Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: Live Connect Provider: Select Manulife Global Travel Insurance from the drop-down list. User Name, Password and Agency Code Enter the necessary fields based upon the login information provided to you when you contacted provider (the Agency # is not applicable). Step 3) Create a separate vendor profile in ClientBase if one does not exist for Manulife Global Travel Insurance. From the profile manager, retrieve the vendor profile (or create if not in database). In the General Info area, click Live Connect Providers. From here, click Add, and select provider from the drop-down list. The vendor code is left blank. Save. 1/21/15 255

254 An In-Depth Look at Live Connect Manulife Global Travel Insurance Features Manulife Global Travel Insurance supports the following Live Connect features: CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New Manual Global Travel Insurance Reservation Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. 1/21/15 256

255 An In-Depth Look at Live Connect Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation and click Connect to launch the on-line booking engine. Step 5) The system prompts with the reservation records included in this Res Card. Click each reservation to insure. Again, this step is designed to save time during the insurance booking process, as less fields need to be completed manually. Any missing or incomplete data can be updated on the website confirming the insurance booking. Click Connect. Step 6) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s booking site running the on-line booking engine through a ClientBase window. Complete the reservation and when the reservation is confirmed, click Import Reservation from the confirmation 1/21/15 257

256 An In-Depth Look at Live Connect page. All reservation data booked on-line is now located in the reservation fields in ClientBase. Need help booking in Manulife Global Travel Insurance? Call Manulife Global Travel Insurance at MHRoss.com To use Live Connect to purchase MHRoss.com insurance, you must be an authorized MHRoss.com representative and be assigned a User Login, Password, and Account Number for use. To become an authorized agency, and/or to obtain a User Login, Password, and Account number, call, Sheri A. Machat at Ext 1. Set Up MHRoss.com Upon receiving a User ID and password for each agent in your office, take the following steps to setup ClientBase for Live Connect. Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Provider Name: MHRoss.com Status: Active. URL: Travel Category: Insurance. Import XML from: HTML Source. 1/21/15 258

257 An In-Depth Look at Live Connect Include Authentication, etc.: Not applicable. Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: Live Connect Provider: Select MHRoss.com from the drop-down. User Name, Password and Account Number: Enter the necessary fields based upon the login information provided to you when you contacted provider (the Agency Code is not applicable). Click OK. Step 3) Retrieve the MHRoss.com vendor profile from the Profile Manager (or create one if not in your database). From the General Info link, click the Live Connect Providers button. Click Add, and select the MHRoss.com booking engine from the drop-down list. The vendor code is blank. In the Travel Category profile field, select Insurance from the drop-down menu. Save. MHRoss.com Features MHRoss.com supports the following Live Connect features: CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New Global Alert Reservation Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live 1/21/15 259

258 An In-Depth Look at Live Connect Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. Step 3) Click the Create New Reservation button. Step 4) Select any customer information to use to book the reservation. This data is automatically passed to MHRoss.com and saves time during the booking process, as less fields need to be completed manually. Click Connect. 1/21/15 260

259 An In-Depth Look at Live Connect Step 5) The system prompts with the reservation records included in this Res Card. Check off each reservation to insure. Again, this step is designed to save time during the insurance booking process. Any missing or incomplete data can be updated on the HMRoss.com website confirming the insurance booking. Click Connect. Step 6) Although still in ClientBase, you are now on-line at the booking site. Complete the 1/21/15 261

260 An In-Depth Look at Live Connect reservations and when the reservation is confirmed, click Import Reservation. All reservation data booked on-line is now located in the reservation fields in ClientBase. Need technical help? Contact Damian Murtha, MHross.com at MLT WorldAgent Direct WorldAgent Direct includes the booking sites for Continental Airlines Vacations, Worry-Free Vacations (also known as MLT Vacations) and Delta Vacations. If not currently registered to book WorldAgent Direct on-line, go to to register and obtain a WorldAgent Direct user name and password. Set Up MLT WorldAgent Direct Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Fill in the following fields: Name of the Provider: Enter MLT WorldAgent Direct. URL: Type Travel Category: Select Tour. 1/21/15 262

261 An In-Depth Look at Live Connect Import XML from: Select HTML Source. Include Authentication: Leave blank. Click Save. Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: Step 3) Next, setup two vendor profiles - one for Worry-Free Vacations, and one for Delta Vacations. From the profile manager, retrieve the vendor profile for Worry-Free Vacations (or create the vendor profile if it is does not exist). From the General Info link, click Live Connect Providers. From here, click Add, then select the WorldAgent Direct booking engine from the drop-down list. The vendor code is MLT, and click OK. Finally, retrieve the vendor profile for Delta Vacations. From the General Info Tab, click Live Connect Providers. From here, click Add, then select the WorldAgent Direct booking engine from the drop-down list. The vendor code is NWV. Click OK. MLT WorldAgent Direct Live Connect Features MLT WorldAgent supports the following Live Connect Features: CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New MLT WorldAgent Reservation in Live Connect Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live 1/21/15 263

262 An In-Depth Look at Live Connect Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation. Click Connect to launch the on-line booking engine. Step 5) Although still in ClientBase, you are now on-line at the MLT booking site. Complete the 1/21/15 264

263 An In-Depth Look at Live Connect reservations using instructions supplied by MLT upon registration. When the reservation is confirmed, it automatically imports into the ClientBase reservation. All reservation data booked online is now located in the reservation fields in ClientBase. Import Reservation Import Existing WorldAgent Res Made Outside of CB Step 1) Create a new Res Card or open an existing one and launch Live Connect by clicking the Live Connect icon. Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information if not auto-populated. Step 3) Do not enter a confirmation number for the reservation you want to import, but find the area to retrieve the reservation. Once the reservations details are showing, click Import Existing Reservation. 1/21/15 265

264 An In-Depth Look at Live Connect 1/21/15 266

265 Pleasant Holidays If you are not currently registered to book Pleasant Holidays on-line, go to and click Create a Log In. Upon registering as a new user, you are provided a User Name and Password. Once you have submitted your request, Pleasant Holidays will activate your log on within one business day. NOTE - Hawaii World: If you connect via the Pleasant connection and sign on to Pleasantagent.com you can retrieve the Hawaii World bookings that you made via the Hawaii World reservation department to bring into ClientBase. Set Up Pleasant Holidays Upon receiving a User Name and Password for each agent in your office, take the following steps to setup ClientBase for Live Connect. Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider if it does not already exist into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Fill in the following fields: Name of the Provider: In blank field provided, type the name of the Provider. Status: Leave the default of Active. If you ever want to make it Inactive, go back in this area to turn off. URL: Type Travel Category: Select Tour. Import XML from: Select HTML Source. Include Authentication: Leave blank. Click Save. Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to 1/21/15 267

266 An In-Depth Look at Live Connect Tools Settings Live Connect Login. Click Add and enter the following information: Live Connect Provider: Select Pleasant Holiday from the drop-down. User Name, Password and Account Number: Enter the User ID and password data provided when you contacted provider. Step 3) Create a separate vendor profile in ClientBase if one does not exist for Pleasant Holidays. From the profile manager, retrieve the vendor profile (or create if not in database). In the General Info area, click Live Connect Providers. From here, click Add, and select provider from the dropdown list. The vendor code is left blank. Save. Note: Cruise Bookings are not supported by Pleasant Holidays booking engine and hence not eligible for Live Connect. Pleasant Holidays Live Connect Features CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data and profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New Pleasant Reservation in Live Connect Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live 1/21/15 268

267 An In-Depth Look at Live Connect Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Traveler, Branch and Res Card information you want to use to book the reservation and click Connect to launch the on-line booking engine. Step 5) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s 1/21/15 269

268 An In-Depth Look at Live Connect booking site running the on-line booking engine through a ClientBase window. Complete the reservation and when the reservation is confirmed, click Import Reservation from the confirmation page. All reservation data booked on-line is now located in the reservation fields in ClientBase. Import Existing Pleasant Reservation Made Outside of CB Step 1) Create a new Res Card or open an existing one and launch Live Connect by clicking the Live Connect icon. Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information if not autopopulated. Step 3) Enter the confirmation number for the reservation you want to import and click Import Existing Reservation. Step 4) Depending on the Live Connect Provider, the system either locates the reservation using the confirmation number and automatically import all reservation details, or takes you to the Live Connect Provider's site for you to use its Retrieve Reservation feature to locate the reservation. Upon displaying the existing reservation, click Import Reservation and the reservation details are imported into the ClientBase Res Card. Retrieve an Existing Pleasant Res to Edit/Cancel To edit or cancel an existing reservation using Live Connect, follow these steps: Step 1) Launch Live Connect from inside the Live Connect reservation to edit or cancel. Click Live Connect. Step 2) Confirm all Live Connect settings including confirmation number, and click Retrieve Reservation. Step 3) Live Connect launches the booking engine site. Edit or cancel the reservation using instructions supplied by the booking engine, and click Import Reservation. All reservation data edited or cancelled online is now located in the reservation fields in ClientBase. Hawaii World Bookings If you connect via the Pleasant connection and sign on to Pleasantagent.com, you can retrieve the Hawaii World bookings that you made via the Hawaii World reservation department to bring into ClientBase. 1/21/15 270

269 An In-Depth Look at Live Connect Polar Online If you are not currently registered to use POLAR Online, go to and click on the Onesource link and Register Your Agency in the footer of the page. Upon registering as a new user, login credentials are provided. After receiving this information for each agent, take the following steps. Set Up POLAR Online Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider if it does not already exist into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Fill in the following fields: Name of the Provider: In blank field provided, type the name of the Provider. Status: Leave the default of Active. If you ever want to make it Inactive, go back in this area to turn off. URL: Type multibrandlogin.jsp?company=pc&section=pressignon Travel Category: Select Cruise. Import XML from: Select HTML Source. Include Authentication: Leave blank. Click Save. Step 2) You do not have to set up agent logins for use with POLAR Online (see login information below), but you do need to create a vendor profile in ClientBase if one does not exist. From the Profile Manager, retrieve the Princess Cruise Lines vendor profile (or create if not in database). From the General Info area, click Live Connect Providers. From here click Add, then select POLAR Online from the drop-down list. The vendor code is blank. Save. 1/21/15 271

270 An In-Depth Look at Live Connect Polar Online Live Connect CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data and profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New Polar Reservation in Live Connect Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live Connect from the Profile action gear.) Step 2) Select Princess Cruise Lines as the Vendor and Polar Online from the drop-down menu by Connect To. (You do not need to enter any login information as this is entered at the POLAR Online Web site. Step 3) Click the Create New Reservation button. 1/21/15 272

271 An In-Depth Look at Live Connect Step 4) Select any Profile, Traveler, Branch and Res Card information you want to use to book the reservation. This data is NOT passed to POLAR Online, but you are able to view it at the top of your booking screen and can highlight it, copy, and paste it into the booking fields to save you time during the booking process. Click Connect to launch the on-line booking engine. Step 5) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s booking site running the on-line booking engine through a ClientBase window. Complete the reservation and when the reservation is confirmed, click Import Reservation from the confirmation page. All reservation data booked on-line is now located in the reservation fields in ClientBase. Import Existing Polar Reservation Made Outside of ClientBase Step 1) Create a new Res Card or open an existing one and launch Live Connect by clicking the Live Connect icon. Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information if not autopopulated. Step 3) Do not enter a confirmation number for the reservation but browse for the reservation you want to import and click Import Existing Reservation. 1/21/15 273

272 An In-Depth Look at Live Connect Retrieve an Existing Polar Reservation for Editing or Cancelling To edit or cancel an existing reservation using Live Connect, follow these steps: Step 1) Launch Live Connect from inside the Live Connect reservation to edit or cancel. Click Live Connect. Step 2) Confirm all Live Connect settings including confirmation number, and click Retrieve Reservation. Step 3) Live Connect launches the booking engine site. Edit or cancel the reservation using instructions supplied by the booking engine, and click Import Reservation. All reservation data edited or cancelled online is now located in the reservation fields in ClientBase. PrimeSport To use Live Connect to purchase PrimeSport event tickets and packages, register with PrimeSport via their web site at Use the Travel Agent Login link (located near the top right corner of the PrimeSport.com home page) to set up your account for the first time and create your Login and Password. There are no fees to register or use the PrimeSport booking engine. Set Up PrimeSport Upon receiving a User Name and Password for each agent in your office, take the following steps to setup ClientBase for Live Connect. Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider if it does not already exist into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Fill in the following fields: Name of the Provider: In blank field provided, type the name of the Provider. Status: Leave the default of Active. If you ever want to make it Inactive, go back in this area to turn off. URL: Type Travel Category: Select Tour. Import XML from: Select HTML Source. 1/21/15 274

273 An In-Depth Look at Live Connect Include Authentication: Leave blank. Click Save. Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: Live Connect Provider: Select PrimeSport from the drop-down list. User Name, Password and Account Number: Enter the address you used to register as the User Name and enter password. Account Number is left blank. Step 3) Create a vendor profile in ClientBase for PrimeSport if one does not exist. From the profile manager, retrieve the PrimeSport vendor profile (or create if it is not in database). From the General Info tab, click Live Connect Providers. From here, click Add, then select PrimeSport from the dropdown list. The vendor code is left blank. Save. PrimeSport Live Connect Features CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data and profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New PrimeSport Reservation in Live Connect Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live 1/21/15 275

274 An In-Depth Look at Live Connect Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. (If you have set up your logins in Tools MyLogin Live Connect, login information will auto-populate.) Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Traveler, Branch and Res Card information you want to use to book the reservation and click Connect to launch the on-line booking engine. 1/21/15 276

275 An In-Depth Look at Live Connect Step 5) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s booking site running the on-line booking engine through a ClientBase window. Complete the reservation and when the reservation is confirmed, click Import Reservation from the confirmation page. All reservation data booked on-line is now located in the reservation fields in ClientBase. RBC Insurance To use Live Connect to sell RBC Travel Insurance, you must be a RBC Insurance appointed agency and establish user logins and passwords for selling RBC Insurance on-line. If not currently licensed to sell RBC Travel Insurance, contact RBC Travel Insurance Company directly at Set Up RBC Insurance Upon receiving an account number, take the following steps to setup ClientBase for Live Connect. Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider if it does not already exist into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Fill in the following fields: Provider Name: Enter RBC Insurance. 1/21/15 277

276 An In-Depth Look at Live Connect URL: Travel Category: Insurance Import XML from: N/A Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: Live Connect Provider: Select the appropriate RBC Insurance Live Connect provider to connect to its booking engine. Account Number: Enter the account number. Step 3) Create a vendor profile in ClientBase for RBC Insurance if one does not exist. From the profile manager, retrieve the vendor profile (or create if it is not in database). From the General Info area, click Live Connect Providers. From here, click Add, then select provider from the drop-down list. The vendor code is left blank. Save. RBC Insurance Features RBC Insurance supports the following Live Connect Features: CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New RBC Insurance Reservation Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live 1/21/15 278

277 An In-Depth Look at Live Connect Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. (If you have set up your logins in Tools MyLogin Live Connect, login information will auto-populate.) Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Traveler, Branch and Res Card information you want to use to book the reservation and click Connect to launch the on-line booking engine. Step 5) The system prompts with the reservation records included in this Res Card. Click each 1/21/15 279

278 An In-Depth Look at Live Connect reservation to insure. Again, this step is designed to save time during the insurance booking process, as less fields need to be completed manually. Any missing or incomplete data can be updated on the website confirming the insurance booking. Click Connect. Step 6) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s booking site running the on-line booking engine through a ClientBase window. Complete the reservation and when the reservation is confirmed, click Import Reservation from the confirmation page. Regent Seven Seas - Partner Access If you are not currently registered to book Regent Seven Seas - Partner Access on-line, go to the Travel Agent Center at sign in, and click Book a Cruise with Partner Access. Complete and submit the Partner Access Service Request Form. Your log-in information will be e- mailed to you. Set Up Regent Seven Seas - Partner Access Live Connect Upon receiving login information for each agent in your office, take the following steps to setup ClientBase for Live Connect. Step 1) Create a Live Connect Provider for Regent Seven Seas if none exists by going to Tools Settings Live Connect Providers and clicking Add. (It s a good idea to check if the URL is correct.) Provider Name: Enter Regent Seven Seas - Partner Access. 1/21/15 280

279 URL: Enter Travel Category: Enter Cruise from the drop-down menu. Import XML from: Enter HTML Source. An In-Depth Look at Live Connect Step 2) Users can set up their own logins by going to Tools MyLogin Live Connect and clicking Add. Live Connect Provider: Select Regent Seven Seas - Partner Access to connect to its booking engine. User Name, Password: Enter the necessary fields based upon the login information provided to you when you contacted Regent Seven Seas - Partner Access. Account Number: Not applicable Save. Step 3) Create a vendor profile in ClientBase if one does not exist. From the profile manager, retrieve the Regent Seven Seas vendor profile (or create if it is not in database). From the General Info tab, click Live Connect Providers. From here, click Add, and select Regent Seven Seas - Partner Access from the drop-down list. The vendor code is left blank. Click OK. Regent Seven Seas - Partner Access Features Regent Seven Seas - Partner Access supports following Live Connect features: CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confirmation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves existing reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New Regent Seven Seas - Partner Access Reservation Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live 1/21/15 281

280 An In-Depth Look at Live Connect Connect from the Profile action gear.) Step 2) Select Regent Seven Seas - Partner Access from the drop-down menu by Connect To (if not defaulted), and then click Create New Reservations. Step 3) Select any Profile, Traveler, Branch and Res Card information you want to use to book the reservation. This data is NOT passed to booking site, but you are able to view it at the top left of your booking screen and can highlight it, copy, and paste it into the booking fields to save you time during the booking process. Click Connect to launch the on-line booking engine. Step 4) Although still in ClientBase, you are now on-line at the Regent booking site. Complete the 1/21/15 282

281 An In-Depth Look at Live Connect reservations using instructions supplied by Regent upon registration. When the reservation is confirmed, it automatically imports into the ClientBase reservation. All reservation data booked online is now located in the reservation fields in ClientBase. Retrieve an Existing Reservation for Editing or Cancelling To edit or cancel an existing reservation using Live Connect, follow these steps: Step 1) Launch Live Connect from inside the reservation to edit or cancel in ClientBase. Step 2) A dialog box appears. Click Retrieve Reservation. Step 3) Live Connect launches the booking engine site. Edit or cancel the reservation using instructions supplied by the booking engine, and click Import Reservation. All reservation data edited or cancelled online is now located in the reservation fields in ClientBase. RoamRight Travel Insurance To use Live Connect to purchase trip insurance with RoamRight Travel Insurance, register at or call us at to speak to a representative. Set Up RoamRight Travel Insurance Upon receiving a username, password and agency code, take the following steps to setup ClientBase Online for Live Connect. Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider if it does not already exist into ClientBase by going to Tools Settings Live Connect 1/21/15 283

282 An In-Depth Look at Live Connect Providers and clicking Add. Provider Name: Enter RoamRight Travel Insurance. URL: Enter Travel Category: Insurance Import XML from: N/A Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: Live Connect Provider: Select RoamRight Travel Insurance from the drop-down list. User Name, Password and Account Code: Enter the User Name, Password and Agency Code you obtained from RoamRight. The Account Number is left blank. Step 3) Create a vendor profile for RoamRight Travel Insurance (if none exists). From the General Info link, click Live Connect Providers. From here, click Add, then select the desired booking engine (RoamRight Travel Insurance) from the drop-down list. The vendor code is left blank. 1/21/15 284

283 An In-Depth Look at Live Connect RoamRight Travel Insurance Features RoamRight Travel Insurance supports the following Live Connect Features if checked off by : CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New RoamRight Travel Insurance Reservation Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor and the Live Connect 1/21/15 285

284 An In-Depth Look at Live Connect Provider. Enter login data here too if it does not appear because it has not been permanently set up. Enter User Name, Password and Agency Code. Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation and click Connect to launch the on-line booking engine. Step 5) The system prompts with the reservation records included in this Res Card. Click each reservation to insure. Again, this step is designed to save time during the insurance booking process, as less fields need to be completed manually. Any missing or incomplete data can be updated on the website confirming the insurance booking. Click Connect. Step 6) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s booking site running the on-line booking engine through a ClientBase window. Complete the reservation and when the reservation is confirmed, click Import Reservation from the confirmation 1/21/15 286

285 An In-Depth Look at Live Connect page. All reservation data booked on-line is now located in the reservation fields in ClientBase. 1/21/15 287

286 An In-Depth Look at Live Connect 1/21/15 288

287 Sabre Cruises To use Sabre Cruises, complete the following directions: To use Sabre Cruises, complete the following directions: 1) Every ClientBase customer is a Sabre customer and has a PCC. If you are a Sabre GDS subscriber, you already have your User ID and password to log into Sabre Cruises so proceed to step 4. 2) If you know your PCC because you are a Trams customer, but are NOT a Sabre GDS subscriber, go to Step 3. If you do not know your PCC, Trams.Implemenation@Sabre.com to obtain it. 3) Once you know your Sabre PCC, register to use Sabre Cruises and obtain your User ID and temporary password by going to: If you want your agents to have their own passwords, you need to include them on this form so a User ID and Password is sent to their address. 4) Agencies MUST contact each cruise vendor you are using to inform them that you will be using Sabre Cruises. Click here for a list of cruise vendors and contact phone numbers. 5) Once you have your User ID and Password, go to and login. 6) If a passcode reset/reactivation is needed (because you are locked out), contact leisure.epr@sabre.com or call ) Now set up ClientBase to use Sabre Cruises. Set Up Sabre Cruises Live Connect in ClientBase Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider if it does not already exist into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Fill in the following fields: Name of the Provider: In blank field provided, type the name of the Provider. Status: Leave the default of Active. If you ever want to make it Inactive, go back in this area to turn off. 1/21/15 289

288 An In-Depth Look at Live Connect URL: Type Travel Category: Select Cruise. Import XML from: Select HTML Source. Include Authentication: Check off and select SiteMinder. The Authentication URL is: Community.asp?form_action=ComDisplay&Com_Id=448&cust_type=Trams Click Save. Step 2) Login information is not passed from ClientBase to Sabre Cruise, so there is no reason to save your login information in ClientBase. You will be prompted once to use your regular Sabre login, password and PCC (Pseudo City Code) after you click on Connect upon launching Live Connect. Step 3) When registering, Sabre Cruises provided you with a list of participating vendors and vendor codes. From Profiles, retrieve the vendor profile (or create if it is not in database). From the General Info area, click Live Connect Providers. From here, click Add, then select provider, Sabre Cruises, from the drop-down list. Add a vendor code from the list below. Save. Sabre Cruises Participating Vendors and Vendor Codes CODE VENDOR NAME LIVE CONNECT PROVIDER AM AMA Waterways Sabre Cruises AZ Azamara Sabre Cruises CV Carnival Cruise Lines Sabre Cruises CB Celebrity Cruises Sabre Cruises CO Costa Cruise Lines Sabre Cruises CS Crystal Cruises Sabre Cruises CU Cunard Cruises Sabre Cruises DS Disney Cruise Line Sabre Cruises HA Holland America Line Sabre Cruises MSC MSC Cruises Sabre Cruises NC Norwegian Cruise Line Sabre Cruises PC Princess Cruises Sabre Cruises OE Oceania Cruise Line Sabre Cruises RE Regent Seven Seas Cruise Line Sabre Cruises RC Royal Caribbean International Sabre Cruises VR Viking River Cruises Sabre Cruises Note: The following Sabre Cruises cruise lines only accept US residents when using immigration data. If traveler is not a US resident, you are unable to complete the reservation on Crystal Cruises, Norwegian Cruise Lines, Regent Seven Seas Cruises, and Seabourn Cruise Line. 1/21/15 290

289 Live Connect Features Supported by Sabre Cruises Sabre Cruises supports the following Live Connect features: An In-Depth Look at Live Connect CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Automatically logs you in to booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves existing reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New Sabre Cruises Reservation in Live Connect Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. 1/21/15 291

290 An In-Depth Look at Live Connect Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation and click Connect to launch the on-line booking engine. Step 5) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s booking site running the on-line booking engine through a ClientBase window. Complete the reservation and when the reservation is confirmed, click Import Reservation from the confirmation page. All reservation data booked on-line is now located in the reservation fields in ClientBase. You are still within the ClientBase program when you use Live Connect. Import Existing Sabre Cruises Res Made Outside of ClientBase Step 1) Create a new Res Card or open an existing one and launch Live Connect by clicking the 1/21/15 292

291 An In-Depth Look at Live Connect Live Connect icon. Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information if not autopopulated. Step 3) Enter the confirmation number for the reservation you want to import and click Import Existing Reservation. Step 4) Depending on the Live Connect Provider, the system either locates the reservation using the confirmation number and automatically import all reservation details, or takes you to the Live Connect Provider's site for you to use its Retrieve Reservation feature to locate the reservation. Upon displaying the existing reservation, click Import Reservation and the reservation details are imported into the ClientBase Res Card. Retrieve an Existing Reservation Sabre Cruises to Edit/Cancel To edit or cancel an existing reservation using Live Connect, follow these steps: Step 1) Launch Live Connect from inside the Live Connect reservation to edit or cancel. Click Live Connect. Step 2) Confirm all Live Connect settings including confirmation number, and click Retrieve Reservation. Step 3) Live Connect launches the booking engine site. Edit or cancel the reservation using instructions supplied by the booking engine, and click Import Reservation. All reservation data edited or cancelled online is now located in the reservation fields in ClientBase. Sabre Vacations - Canada (Sirev/Revnet) Anyone can use Sabre Vacations - Canada for Live Connect, but you must be registered. Step 1) If you have your Sabre PCC and have a User Login/Password because you are a Sabre GDS subscriber, go to step 3. If you do not know your PCC (every ClientBase customer is a Sabre customer and has a PCC), Trams.Implementation@sabre.com to obtain it. Step 2) Register online for Sabre Vacations by ing sabrevac.ca@sabre.com. Please include the following information: PCC, Agency Name, Agency Owner, Agency Address, IATA/TIDS Number, Agency Phone number used to register accounts with the tour operators, the site administrator s address, and what tour operators you have opened accounts with. We may be able to give you a soft copy of the form to . (This process may take up to 1 week.) Step 3) Set up accounts with each tour operator for billing purposes and tell each operator you will be booking through Sabre Vacations (see tour operator list below). If you are an existing agency, in most cases the supplier will already have the accounts set up for you. You will just need to advise them that you will be using Sabre Vacations. Step 4) Upon receipt of your login information from Sabre Vacation, sabrevac.ca@sabre.com to turn on access to Trams ClientBase for you. Include your Customer Name, Sabre Pseudo City and Agency Phone Number. Live Connect will not work without this step. If you are experience any problem with this Sabre Vacations - Canada setup, contact Sabre support at Applications.support@sabre.com. 1/21/15 293

292 An In-Depth Look at Live Connect Additional Set Up in ClientBase for Sabre Vacations - Canada Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider if it does not already exist into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Fill in the following fields: Name of the Provider: In blank field provided, type the name of the Provider. Status: Leave the default of Active. If you ever want to make it Inactive, go back in this area to turn off. URL: Type Travel Category: Select Tour. Import XML from: Select HTML Source. Click Save. Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: Live Connect Provider: Select Sabre Vacations from the drop-down list. User Name, Password, Account Number: Enter the necessary fields based upon the login information provided to you when you contacted Sabre Vacations. Account number is not applicable. Agency Code: Enter your Pseudo City Code. Step 3) When registering, Sabre Vacations provided you with a list of participating vendors and vendor codes. From Profiles, retrieve the vendor profile (or create if it is not in database). From the General Info area, click Live Connect Providers. From here, click Add, then select provider, Sabre Vacations Canada, from the drop-down list. Add a vendor code from the list below. Save. 1/21/15 294

293 An In-Depth Look at Live Connect Sabre Vacations - Canada Participating Vendors and Vendor Codes CODE VENDOR NAME LIVE CONNECT PROVIDER ACV Air Canada Vacations (Canada) Sabre Vacations - Canada VAT Air Transat Holidays (Canada) Sabre Vacations - Canada ALB Albatours (Canada) Sabre Vacations - Canada FUN Fun Sun Sabre Vacations - Canada NOL Nolitours Sabre Vacations - Canada SGN Signature Vacations (Canada) Sabre Vacations - Canada SQV Sunquest Vacations Sabre Vacations - Canada SWG Sunwing (Canada) Sabre Vacations - Canada THN The Holiday Network Sabre Vacations - Canada TMR Tours Mont-Royal (Canada) Sabre Vacations - Canada TMA Tours Maison/Vacances Sunquest (Canada) Sabre Vacations - Canada TTT Titan Tours Sabre Vacations - Canada VAR Varaplaya Sabre Vacations - Canada WJV West Jet Vacations Sabre Vacations - Canada Live Connect Features Supported by Sabre Vacations-Canada Sabre Vacations - Canada supports the following Live Connect features: CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Automatically logs you in to booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves existing reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. 1/21/15 295

294 An In-Depth Look at Live Connect Create New Sabre Vacations-Canada Res in Live Connect Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book 1/21/15 296

295 An In-Depth Look at Live Connect the reservation and click Connect to launch the on-line booking engine. Step 5) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s booking site running the on-line booking engine through a ClientBase window. You are still within the ClientBase program when you use Live Connect. Sabre Vacations - US If you are a Sabre subscriber, sign up with Sabre Vacations by clicking the Sabre Vacations button from either the Travel Products menu on the Sabre Red agent booking portal, or via the Sabre Vacations community page on the Agency eservices information website. Sabre Vacations is a private labeled version of VAX VacationAccess and by using Sabre Vacations Live Connect you receive credit towards your Sabre productivity agreement for each booking! Take these steps is you are not a Sabre subscriber: 1) Every ClientBase customer is a Sabre customer and has a PCC. If you know your PCC, go to Step 2 below. If you do not know your PCC, Trams.Implementation@sabre.com to obtain it. 2) Once you know your Sabre PCC, contact leisure.epr@sabre.com to get a temporary password. 1/21/15 297

296 An In-Depth Look at Live Connect You will be able to change the temporary password once you log in the first time at If additional users are needed send a reply via to leisure.epr@sabrecom when you receive your temporary password or you can do so at the Sabre Vacations website. 3) If a passcode reset/reactivation is needed (because you are locked out), contact leisure.epr@sabre.com or call ) Once you have obtained password/s, you can start using Sabre Vacations once you have completed setting up ClientBase for use with Sabre Vacations. Set Up Sabre Vacations Upon receiving login information for each agent in your office, take the following steps to setup ClientBase for Live Connect. Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider if it does not already exist into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Fill in the following fields: Name of the Provider: In blank field provided, type the name of the Provider. Status: Leave the default of Active. If you ever want to make it Inactive, go back in this area to turn off. URL: Type Travel Category: Select Tour. Import XML from: Select HTML Source. Include Authentication: None. Click Save. Step 2) When registering, Sabre Vacations provided you with a list of participating vendors and vendor codes. From Profiles, retrieve the vendor profile (or create if it is not in database). From the General Info area, click Live Connect Providers. From here, click Add, then select provider, Sabre Vacations, from the drop-down list. Add a vendor code from the list below. Save. 1/21/15 298

297 Sabre Vacations - Dynamic Participating Vendors and Vendor Codes An In-Depth Look at Live Connect CODE VENDOR NAME LIVE CONNECT PROVIDER AET American Express Vacations Sabre Vacations BST Blue Sky Tours Sabre Vacations FJ1 Funjet Vacations Sabre Vacations MMT MGM Mirage Vacations Sabre Vacations PRV Palace Resorts Sabre Vacations SAB Sandals and Beaches Resorts Sabre Vacations WNT Southwest Airlines Vacations Sabre Vacations TPV TNT Vacations powered by Funjet Sabre Vacations TIM Travel Impressions Sabre Vacations UNT Universal Parks & Resorts Vacations Sabre Vacations AMW US Airway Vacations Sabre Vacations VE1 Vacations Express Sabre Vacations Sabre Vacations Live Connect Features CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data and profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New Sabre Vacations Reservation in Live Connect Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live 1/21/15 299

298 An In-Depth Look at Live Connect Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation and click Connect to launch the on-line booking engine. Step 5) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s 1/21/15 300

299 booking site running the on-line booking engine through a ClientBase window. An In-Depth Look at Live Connect Complete the reservation and when the reservation is confirmed, click Import Reservation from the confirmation page. All reservation data booked on-line is now located in the reservation fields in ClientBase. Import Existing Sabre Vacations Reservation Made Outside of ClientBase Step 1) Create a new Res Card or open an existing one and launch Live Connect by clicking the Live Connect icon. Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information if not autopopulated. Step 3) Enter the confirmation number for the reservation you want to import and click Import Existing Reservation. Step 4) Depending on the Live Connect Provider, the system either locates the reservation using the confirmation number and automatically import all reservation details, or takes you to the Live Connect Provider's site for you to use its Retrieve Reservation feature to locate the reservation. Upon displaying the existing reservation, click Import Reservation and the reservation details are imported into the ClientBase Res Card. Retrieve an Existing Sabre Vacations Reservation for Editing or Cancelling To edit or cancel an existing reservation using Live Connect, follow these steps: Step 1) Launch Live Connect from inside the Live Connect reservation to edit or cancel. Click Live Connect. Step 2) Confirm all Live Connect settings including confirmation number, and click Retrieve Reservation. Step 3) Live Connect launches the booking engine site. Edit or cancel the reservation using instructions supplied by the booking engine, and click Import Reservation. All reservation data edited or cancelled online is now located in the reservation fields in ClientBase. ShoreTrips If you are not currently registered to book ShoreTrips, go to and click the New 1/21/15 301

300 An In-Depth Look at Live Connect Account link at top of page. You may also call to register. After receiving a User ID and Password, use the following steps to setup ClientBase. Set Up ShoreTrips Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider if it does not already exist into ClientBase Online by going to Tools Settings Live Connect Providers and clicking Add. Provider Name: Enter ShoreTrips. URL: Enter Travel Category: Enter Tour from the drop-down menu. Import XML from: Use the default, HTML Source. Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: Live Connect Provider: Select ShoreTrips from the drop-down list. User Name/Password: Enter your User Name and Password. There is no account number. Step 3) Create a vendor profile for ShoreTrips. Check off Tour as the Travel Category. From the General Info link, click Live Connect Providers. From here, click Add, and select ShoreTrips from the drop-down list. The vendor code is left blank. Click Save. 1/21/15 302

301 An In-Depth Look at Live Connect ShoreTrips Features ShoreTrips supports the following Live Connect Features if checked off by : CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Automatically logs you in to booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves existing reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create ShoreTrips New Reservation Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the Vendor, the Live Connect Provider and appropriate Login information. Step 3) Click the Create New Reservation button. 1/21/15 303

302 An In-Depth Look at Live Connect Step 4) Select any Profile, Traveler, Branch and Res Card information you want to use to book the reservation and click Connect to launch the on-line booking engine. Step 5) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s booking site running the on-line booking engine through a ClientBase window. Complete the reservation and when the reservation is confirmed, click Import Reservation from the confirmation page. All reservation data booked on-line is now located in the reservation fields in ClientBase. 1/21/15 304

303 An In-Depth Look at Live Connect Need ShoreTrips help? Phone: The support staff is available 7 days a week and answers the phone during the hours below. If contacted during off hours, we have a live answering service that takes a message or contacts the assigned staff member in an emergency situation. Mon-Thu 8am - 8pm Fri Sat Sun 8am - 6pm 9am - 3pm 11am - 4pm Import Existing Sabre Vacations Reservation Made Outside of ClientBase First, create a new reservation and click Import Existing Reservation. Enter the confirmation number if known, or leave blank. If a confirmation number is entered, the system automatically retrieves and imports the reservation. If not known, when in ShoreTrips, click My Stuff My Bookings to locate the reservation. Once the reservation details are showing, click Import and the details of the reservation are imported into the ClientBase reservation record. Retrieve an Existing Sabre Vacations Reservation for Editing or Cancelling To edit or cancel an existing reservation using Live Connect, follow these steps: Step 1) Launch Live Connect from inside the Live Connect reservation to edit or cancel. Click Live Connect. Step 2) Confirm all Live Connect settings including confirmation number, and click Retrieve Reservation. Step 3) Live Connect launches the booking engine site. Edit or cancel the reservation using instructions supplied by the booking engine, and click Import Reservation. All reservation data edited or cancelled online is now located in the reservation fields in ClientBase. Signature CruiseConnection This feature is only available to agencies who belong to Signature Travel Network as the CruiseConnection booking engine is exclusive to this group. For more information on CruiseConnection or Signature Travel Network, please contact Signature Travel Network directly at info@signaturetravelnetwork.com. Signature members can log into the Signature Intranet, and find setup instructions under Support Training & Meetings, in the Communications section. Scroll down to Signature Hotels & Resorts and access the setup document. Set Up Signature CruiseConnection Live Connect in ClientBase Upon receiving login information for each agent in your office, take the following steps to setup ClientBase for Live Connect. Step 1) Ensure you have Signature CruiseConnection set up correctly as a Live Connect Provider 1/21/15 305

304 An In-Depth Look at Live Connect by going to Tools Settings Live Connect Providers, and clicking Add or Modify. Provider Name: Type Signature Travel Network Cruises. URL: Type Travel Category: Select Cruise from the drop-down. Import XML from: Select HTML Source. Include Authentication: Not applicable. Step 2) Users can set up their own logins by going to Tools MyLogin Live Connect and clicking Add. Live Connect Provider: Select Signature CruiseConnection from the drop-down menu. User Name and Password: Enter individual Signature intranet login name and password here. Account Number: Leave blank. Agency Code: Enter agency's Signature agency key number here. Find this number on the agency profile in the Signature intranet. Click "Agency Tools" in the upper right, and find the "Agency Key" number on the right side of the profile. Click OK to save. Step 4) When registering, Signature CruiseConnection provided you with a list of participating vendors and vendor codes. Create a profile in ClientBase for each vendor and specify Signature CruiseConnection as the booking engine and enter the unique vendor identifier. First click Live Connect Providers and Add to add a Live Connect Provider. Select Signature CruiseConnection from the drop-down menu and enter the vendor code. 1/21/15 306

305 An In-Depth Look at Live Connect Signature CruiseConnection Participating Vendors and Vendor Codes CODE VENDOR NAME LIVE CONNECT PROVIDER CV Carnival Cruise Lines Signature CruiseConnection CB Celebrity Cruises Signature CruiseConnection CO Costa Cruise Lines Signature CruiseConnection CS Crystal Cruises Signature CruiseConnection CU Cunard Cruises Signature CruiseConnection DS Disney Cruise Line Signature CruiseConnection HA Holland America Line Signature CruiseConnection IC Island Cruises Signature CruiseConnection NC Norwegian Cruise Line Signature CruiseConnection PC Princess Cruises Signature CruiseConnection RE Regent Seven Seas Cruises Signature CruiseConnection RC Royal Caribbean International Signature CruiseConnection Signature CruiseConnection Features Signature CruiseConnection supports the following Live Connect Features: CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New Signature CruiseConnection Reservation Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live 1/21/15 307

306 An In-Depth Look at Live Connect Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation and click Connect to launch the on-line booking engine. Step 5) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s 1/21/15 308

307 booking site running the on-line booking engine through a ClientBase window. An In-Depth Look at Live Connect Step 6) Use Cruise Finder to find the "perfect cruise". Proceed into CruiseConnection by clicking Check Availability for All Categories below the pricing section of each offer. When prompted for passenger information, select each passenger using the CruiseConnection Search for a Client feature. Or, if the client is not in the Signature database, use Click Here to Add New Client for each passenger traveling. Step 5) Use CruiseConnection to finish confirming the reservation and upon receiving a confirmation number, click Import to bring all the reservation details into ClientBase. Use Connect to connect to Signature CruiseConnection. The CruiseConnection program looks just as it does when used outside of ClientBase, but is running within a ClientBase window. Now use CruiseConnection to complete the cruise reservation. Notice how the client information screens get completed automatically. Upon completion of the reservation and upon receiving a confirmation number, use Import Reservation, located at the top right corner of the window, and all reservation details are imported back to the ClientBase reservation record. This reservation information is now available to invoice, to create Reminders to track the administrative tasks involved in managing the trip and to report on for future marketing purposes. Import Existing CruiseConnection Reservation Made Outside of ClientBase First, create a new reservation in ClientBase and after clicking entering vendor information, click Live Connect and Import an Existing Reservation. Do not enter a confirmation number, but when in 1/21/15 309

308 An In-Depth Look at Live Connect Signature Travel Network booking site, locate the retrieve reservation area. Once the reservation details are showing, click Import and the details of the reservation are imported into ClientBase reservation record. Retrieve an Existing Reservation for Editing or Cancelling To edit or cancel an existing reservation using Live Connect, follow these steps: Step 1) Launch Live Connect from inside the reservation to edit or cancel in ClientBase. Step 2) A dialog box appears. Click Retrieve Reservation. Step 3) Live Connect launches the booking engine site. Edit or cancel the reservation using instructions supplied by the booking engine, and click Import Reservation. All reservation data edited or cancelled online is now located in the reservation fields in ClientBase. Signature HotelConnection (Currently Not Available with ClientBase Online or ClientBase Browser) This feature is only available to agencies who belong to Signature Travel Network as the Signature HotelConnection booking engine is exclusive to this group. Signature members can log into the Signature Intranet, and find setup instructions under Support Training & Meetings, in the Communications section. Just scroll down to "Signature Hotels & Resorts" and access the setup document. For more information on Signature HotelConnection or Signature Travel Network, please contact Signature Travel Network directly at info@signaturetravelnetwork.com. Set Up Signature HotelConnection Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Provider Name: Enter Signature HotelConnection. URL: Enter Travel Category: Select Hotel from the drop-down. Import XML from: Select HTML Source. Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: 1/21/15 310

309 An In-Depth Look at Live Connect Live Connect Provider: Select Signature HotelConnection from the drop-down list. User Name, Password and Account Number: Enter your Signature Intranet user Name and Password. There is no account number. Step 3) Create a vendor profile for Signature Hotels or individual hotel profiles you ll use when launching Live Connect. From the General Info link, click Live Connect Providers. From here, click Add, and select Signature HotelConnection from the drop-down list. The vendor code is left blank. Click OK to save. Signature HotelConnection Features Signature HotelConnection support the following Live Connect Features: CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New Signature HotelConnection Reservation Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live 1/21/15 311

310 An In-Depth Look at Live Connect Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. (Use the Signature HotelConnection vendor or the individual hotel vendors you have setup. Step 3) Click the Create New Reservation button. Step 4) Select the desired client information to pass to HotelConnection. Prior to connecting you to the Signature HotelConnection site, a client selection screen appears, allowing you to select the desired client data you would like to automatically pass to Signature HotelConnection. Passing this 1/21/15 312

311 An In-Depth Look at Live Connect data helps you save time during the booking process, as fewer fields need to be completed by hand. Step 5) Use Hotel Finder to find the "perfect hotel". When prompted for passenger information select each passenger using the HotelConnection "Search for a Client" feature. Or, if the client is not in the Signature database, use "Click Here to Add New Client" for each passenger traveling. Step 6) Use HotelConnection to finish confirming your Reservation and upon receiving a confirmation number click "Import" to import the reservation details into your ClientBase database for managing further. Remember if you have launched Live Connect at the Res Card level so you can use separate Hotel Vendors, the system will have you search for the hotel profile you have booked. If you used the Signature Hotels Profile at the reservation level to launch Live Connect, the hotel booking will come into ClientBase with the hotel name in the Service Provider area of the reservation. This reservation information is now available for you to invoice, to create Reminders to track the administrative tasks involved in managing the trip and to report on for future marketing purposes. Import Existing Reservation Made Outside of ClientBase First, create a new reservation in ClientBase and after clicking Add a New Reservation and entering vendor information, click Live Connect and Import an Existing Reservation. Do not enter a confirmation number, but when in Signature HotelConnection booking site, locate the retrieve reservation area. Once the reservation details are showing, click Import and the details of the reservation are imported into ClientBase reservation record. Retrieve an Existing Reservation for Editing or Cancelling To edit or cancel an existing reservation using Live Connect, follow these steps: Step 1) Launch Live Connect from inside the reservation to edit or cancel in ClientBase. Step 2) A dialog box appears. Click Retrieve Reservation. Step 3) Live Connect launches the booking engine site. Edit or cancel the reservation using instructions supplied by the booking engine, and click Import Reservation. All reservation data edited or cancelled online is now located in the reservation fields in ClientBase. 1/21/15 313

312 An In-Depth Look at Live Connect Squaremouth Travel Insurance To use Live Connect to purchase trip insurance with Squaremouth Travel Insurance, you must obtain a Travel Partner Number to sell Squaremouth Travel Insurance. If not currently licensed to sell Squaremouth Travel Insurance, contact Squaremouth Travel Insurance directly at or sign up on their website at Set Up Squaremouth Travel Insurance Once you obtain your Affiliate Number, take the following steps to setup ClientBase for Live Connect: Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider if it does not already exist into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Provider Name: Enter Squaremouth Travel Insurance. URL: Enter Travel Category: Select Insurance from the drop-down. Import XML from: Select HTML Source. Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: Live Connect Provider: Select Squaremouth Travel Insurance from the drop-down list. User Name, Password and Account Number: Leave User Name & Password blank. In Account Number, enter your Affiliate Number you obtained from Squaremouth Travel Insurance. Step 3) Create a vendor profile for Squaremouth Travel Insurance. From the General Info link, click Live Connect Providers. From here, click Add, then select the desired booking engine (Squaremouth Travel Insurance) from the drop-down list. The vendor code is left blank. 1/21/15 314

313 An In-Depth Look at Live Connect Squaremouth Travel Insurance Features Squaremouth Travel Insurance supports the following Live Connect Features: CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New Squaremouth Travel Insurance Reservation Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. 1/21/15 315

314 An In-Depth Look at Live Connect Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation and click Connect to launch the on-line booking engine. Step 5) The system prompts with the reservation records included in this Res Card. Click each reservation to insure. Again, this step is designed to save time during the insurance booking process, as less fields need to be completed manually. Any missing or incomplete data can be updated on the website confirming the insurance booking. Click Connect. Step 6) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s booking site running the on-line booking engine through a ClientBase window. Complete the reservation and when the reservation is confirmed, click Import Reservation from the confirmation page. Tandem from Passport Online Tandem from Passport Online is an on-line cruise booking engine. To contact Tandem from Passport Online for use, sales@passportonlineinc.com or call (503) Ext. 1. After successfully completing registration, obtain a unique user name, and password for use in ClientBase. Set Up Tandem from Passport Online Live Connect Upon receiving User name and Password for each agent, take the following steps to setup ClientBase for Live Connect. Step 1) Once you have obtained accurate login information, you need to make sure this Live Connect Provider is in ClientBase by going to Tools Settings Live Connect Providers and clicking 1/21/15 316

315 An In-Depth Look at Live Connect Add if not present (make sure the URL below is correct). Provider Name: Type Tandem from Passport Online. URL: Type Travel Category: Select Cruise from the drop-down. Import XML from: Select HTML Source. Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: User Name and Password: Enter the necessary fields based upon the login information provided to you when you contacted Tandem by Passport Online. (The Agency Number and Code is not applicable.) Step 3) When registering, Tandem from Passport Online provided you with a list of participating vendors and vendor codes. Create a profile in ClientBase for each vendor if none exists and specify Tandem as the booking engine in the General Info link by clicking Live Connect Provider, and entering the unique vendor identifier code. Tandem from Passport Online Participating Vendors and Vendor Codes CODE VENDOR NAME LIVE CONNECT PROVIDER AZA Azamara Cruises Tandem from Passport Online CCL Carnival Cruise Lines Tandem from Passport Online CEL Celebrity Cruises Tandem from Passport Online CST Costa Cruise Lines Tandem from Passport Online CUN Cunard Cruises Tandem from Passport Online HAL Holland America Line Tandem from Passport Online MSC MSC Cruises Tandem from Passport Online NCL NCL America Tandem from Passport Online 1/21/15 317

316 An In-Depth Look at Live Connect NCL Norwegian Cruise Lines Tandem from Passport Online OCL Oceania Cruises Tandem from Passport Online PCL Princess Cruises Tandem from Passport Online RCC Royal Caribbean International Tandem from Passport Online SBN Seabourn Cruise Line Tandem from Passport Online 1/21/15 318

317 Live Connect Features Supported by Tandem from Passport Online Tandem supports the following Live Connect features: CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Automatically logs you in to booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. Create New Trafalgar Reservation in Live Connect An In-Depth Look at Live Connect IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves existing reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. Step 3) Click the Create New Reservation button. 1/21/15 319

318 An In-Depth Look at Live Connect Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation. Click Connect to launch the on-line booking engine. Step 5) Although still in ClientBase, you are now on-line at the Insight Vacations booking site. Complete the reservations using instructions supplied by Insight Vacations upon registration. When the reservation is confirmed, it automatically imports into the ClientBase reservation. All reservation data booked on-line is now located in the reservation fields in ClientBase. Import Existing Reservation Made Outside of ClientBase First, create a new reservation in ClientBase and after clicking Add a New Reservation and entering vendor information, click Live Connect and Import an Existing Reservation. Enter a confirmation 1/21/15 320

319 An In-Depth Look at Live Connect number, or when in the booking site, locate the retrieve reservation area. Once the reservation details are showing, click Import and the details of the reservation are imported into ClientBase reservation record. Retrieve an Existing Reservation for Editing or Cancelling To edit or cancel an existing reservation using Live Connect, follow these steps: Step 1) Launch Live Connect from inside the reservation to edit or cancel in ClientBase. Step 2) A dialog box appears. Click Retrieve Reservation. Step 3) Live Connect launches the booking engine site. Edit or cancel the reservation using instructions supplied by the booking engine, and click Import Reservation. All reservation data edited or cancelled online is now located in the reservation fields in ClientBase. TIC Travel Insurance You must be an existing TIC advisor to book online with Live Connect. Set Up TIC Travel Insurance Upon receiving TIC onboarding, take the following steps to setup ClientBase Online for Live Connect. Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider if it does not already exist into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Provider Name: TIC Travel Insurance Status: Active. URL: Travel Category: Insurance. Import XML from: HTML Source. Include Authentication, etc.: Not applicable. Step 2) Create a vendor profile for TIC Travel Insurance. From the General Info link, click Live 1/21/15 321

320 An In-Depth Look at Live Connect Connect Providers. From here, click Add, then select the desired booking engine (TIC Travel Insurance) from the drop-down list. The vendor code is left blank. TIC Travel Insurance Features TIC Travel Insurance supports the following Live Connect Features if checked off by : CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New TIC Travel Insurance Reservation Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live 1/21/15 322

321 An In-Depth Look at Live Connect Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor and the Live Connect Provider. TIC Travel Insurance does not pass login information over to booking site. You ll enter this when you get to the TIC Travel Insurance webpage. Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation and click Connect to launch the on-line booking engine. Step 5) The system prompts with the reservation records included in this Res Card. Click each 1/21/15 323

322 An In-Depth Look at Live Connect reservation to insure. Again, this step is designed to save time during the insurance booking process, as less fields need to be completed manually. Any missing or incomplete data can be updated on the website confirming the insurance booking. Click Connect. Step 6) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s booking site running the on-line booking engine through a ClientBase window. Complete the reservation and when the reservation is confirmed, click Import Reservation from the confirmation page. All reservation data booked on-line is now located in the reservation fields in ClientBase. Need help? QuickTIC questions can be answered by calling Agency Services at Import Existing TIC Travel Insurance Reservation Made Outside of ClientBase First, create a new reservation in ClientBase and after clicking entering vendor information, click Live Connect and Import an Existing Reservation. Enter a confirmation number or leave blank, but when in booking site, locate the retrieve reservation area. Once the reservation details are showing, exit the booking. All reservation data booked on-line is now located in the reservation fields in ClientBase. 1/21/15 324

323 Retrieve an Existing Reservation for Editing or Cancelling To edit or cancel an existing reservation using Live Connect, follow these steps: Step 1) Launch Live Connect from inside the reservation to edit or cancel in ClientBase. Step 2) A dialog box appears. Click Retrieve Reservation. An In-Depth Look at Live Connect Step 3) Live Connect launches the booking engine site and brings up the reservation. Edit or cancel the reservation using instructions supplied by the booking engine, and exit the booking. Step 4) When the reservation changes are confirmed, click Import Reservation. All reservation data edited or cancelled online is now located in the reservation fields in ClientBase. 1/21/15 325

324 An In-Depth Look at Live Connect 1/21/15 326

325 Trafalgar If you are not currently registered to book Trafalgar, register to make bookings as a new agency setup, by visiting or call Trafalgar at Upon completion of the registration you will receive a User ID and Password and can take the following steps to setup ClientBase. Set Up Trafalgar Live Connect Upon receiving User ID and Password, take the following steps to setup ClientBase for Live Connect. Step 1) Once you have obtained accurate login information, you need to make sure this Live Connect Provider is in ClientBase by going to Tools Settings Live Connect Providers and clicking Add if not present (make sure the URL below is correct). Provider Name: Type Trafalgar. URL: Type TramsLiveConnect.aspx?sc=TTUSAS Travel Category: Select Tour from the drop-down. Import XML from: Select HTML Source. Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: User Name and Password: Enter the necessary fields based upon the login information provided to you when you contacted Trafalgar. (The Agency Number and Code is not applicable.) Step 3) Retrieve the Trafalgar vendor profile from the Profile Manager (or create one if not in your database). From the General Info link, click the Live Connect Providers button. Click Add, and select Trafalgar booking engine from the drop-down list. There is no Vendor Code. In the Travel Category profile field, select Tour from the drop-down menu. 1/21/15 327

326 An In-Depth Look at Live Connect Live Connect Features Supported by Trafalgar Trafalgar supports the following Live Connect Features: CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Automatically logs you in to booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase). Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confirmation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves existing reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New Trafalgar Reservation in Live Connect Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. Step 3) Click the Create New Reservation button. 1/21/15 328

327 An In-Depth Look at Live Connect Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation. Click Connect to launch the on-line booking engine. Step 5) Although still in ClientBase, you are now on-line at the Insight Vacations booking site. Complete the reservations using instructions supplied by Insight Vacations upon registration. When the reservation is confirmed, it automatically imports into the ClientBase reservation. All reservation data booked on-line is now located in the reservation fields in ClientBase. If you need help using the Trafalgar booking site, call Trafalgar at Transat Travel Insurance 1/21/15 329

328 An In-Depth Look at Live Connect All agencies wishing to use Transat Travel Insurance Live Connect should contact their insurance Client Manager: Quebec: Louise Dufort Phone: Rest of Canada: Andrei Losinski Phone: x359 Set Up Transat Travel Insurance Upon receiving a User ID and Account Number for your agency, take the following steps to setup ClientBase for Live Connect. Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider if it does not already exist into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Provider Name: Transat Travel Insurance Status: Active. URL: Travel Category: Insurance. Import XML from: HTML Source. Include Authentication, etc.: Not applicable. Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: Live Connect Provider: Select Transat Travel Insurance from the drop-down list.* User Name, Password and Agency Code Enter the necessary fields based upon the login information provided to you when you contacted provider (the Agency # is not applicable). Step 3) Create a vendor profile for Transat Travel Insurance. From the General Info link, click Live 1/21/15 330

329 An In-Depth Look at Live Connect Connect Providers. From here, click Add, then select the desired booking engine (Transat Travel Insurance) from the drop-down list. The vendor code is left blank. Transat Travel Insurance Features Transat Travel Insurance supports the following Live Connect features: CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New Transat Reservation Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live Connect from the Profile action gear.) 1/21/15 331

330 An In-Depth Look at Live Connect Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation and click Connect to launch the on-line booking engine. Step 5) The system prompts with the reservation records included in this Res Card. Click each reservation to insure. Again, this step is designed to save time during the insurance booking process, as less fields need to be completed manually. Any missing or incomplete data can be updated on the website confirming the insurance booking. Click Connect. Step 6) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s booking site running the on-line booking engine through a ClientBase window. Complete the reservation and when the reservation is confirmed, click Import Reservation from the confirmation 1/21/15 332

331 An In-Depth Look at Live Connect page. All reservation data booked on-line is now located in the reservation fields in ClientBase. Need help booking in Transat Travel Insurance? Transat Help Desk French: and Transat Help Desk English: /21/15 333

332 An In-Depth Look at Live Connect Travel Bound If you are not currently registered to book with Travel Bound on-line, the Travel Bound registration site and form is here: Upon registering as a new user, you are provided with login information. Set Up Travel Bound Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider if it does not already exist into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Provider Name: Enter Travel Bound. URL: Enter Travel Category: Enter Tour from the drop-down menu. Import XML from: Enter HTML Source. Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: Live Connect Provider: Select Travel Bound from the drop-down list. User Name/Password: Enter the necessary fields based upon the login information provided to you when you contacted Travel Bound. User name is address and your selected password. Account Number: Enter Account Number (assigned Agent ID). Agency Code: Agent s License Number (i.e. License/IATA/PCC Code.) Step 3) Create a vendor profile for Travel Bound if none exists. From the General Info link, click Live Connect Providers. From here, click Add, then select the desired booking engine (Travel Bound) from the drop-down list. The vendor code is left blank. 1/21/15 334

333 An In-Depth Look at Live Connect Travel Bound Features Travel Bound supports the following Live Connect Features: CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New Travel Bound Reservation Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. (If you have set up your logins in Tools MyLogin Live Connect, login information will auto-populate.) 1/21/15 335

334 An In-Depth Look at Live Connect Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation and click Connect to launch the on-line booking engine. Step 5) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s booking site running the on-line booking engine through a ClientBase window. Create the booking and when done, exit the booking. Step 6) When the reservation is confirmed on the Thank You Page, click Import Reservation. All reservation data booked on-line is now located in the reservation fields in ClientBase. 1/21/15 336

335 An In-Depth Look at Live Connect Import Existing Travel Bound Reservation Made Outside of Client- Base First, create a new reservation in ClientBase and after clicking entering vendor information, click Live Connect and Import an Existing Reservation. Enter a confirmation number or leave blank, but when in booking site, locate the retrieve reservation area. Once the reservation details are showing, exit the booking. When the reservation is confirmed on the Thank You Page, click Import Reservation. All reservation data booked on-line is now located in the reservation fields in ClientBase. 1/21/15 337

336 An In-Depth Look at Live Connect Retrieve an Existing Reservation for Editing or Cancelling To edit or cancel an existing reservation using Live Connect, follow these steps: Step 1) Launch Live Connect from inside the reservation to edit or cancel in ClientBase. Step 2) A dialog box appears. Click Retrieve Reservation. Step 3) Live Connect launches the booking engine site and brings up the reservation. Edit or cancel the reservation using instructions supplied by the booking engine, and exit the booking. Step 4) When the reservation is confirmed on the Thank You Page, click Import Reservation. 1/21/15 338

337 An In-Depth Look at Live Connect All reservation data edited or cancelled online is now located in the reservation fields in ClientBase. Need help on Travel Bound site? Agents should contact the Travel Bound Operation Support Team by calling their designated support number or send an to Travel Bound - Canada If you are not currently registered to book with Travel Bound - Canada on-line, the Travel Bound registration site and form is here: Upon registering as a new user, you are provided with login information. Set Up Travel Bound - Canada Upon receiving login information for each agent in your office, take the following steps to setup ClientBase for Live Connect. Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider if it does not already exist into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Provider Name: Enter Travel Bound Canada. URL: Enter Travel Category: Enter Tour from the drop-down menu. Import XML from: Enter HTML Source. Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: Live Connect Provider: Select Travel Bound from the drop-down list. User Name/Password: Enter the necessary fields based upon the login information provided to you when you contacted Travel Bound. User name is address and your selected password. Account Number: Enter Account Number (assigned Agent ID). Agency Code: Agent s License Number (i.e. License/IATA/PCC Code.) 1/21/15 339

338 An In-Depth Look at Live Connect Step 3) Create a vendor profile for Travel Bound if none exists. From the General Info link, click Live Connect Providers. From here, click Add, then select the desired booking engine (Travel Bound) from the drop-down list. The vendor code is left blank. Travel Bound Features Travel Bound supports the following Live Connect Features: CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New Travel Bound Canada Reservation Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live 1/21/15 340

339 An In-Depth Look at Live Connect Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. (If you have set up your logins in Tools MyLogin Live Connect, login information will auto-populate.) Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation and click Connect to launch the on-line booking engine. Step 5) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s 1/21/15 341

340 An In-Depth Look at Live Connect booking site running the on-line booking engine through a ClientBase window. Create the booking and when done, exit the booking. Step 6) When the reservation is confirmed on the Thank You Page, click Import Reservation. All reservation data booked on-line is now located in the reservation fields in ClientBase. Import Existing Travel Bound Reservation Made Outside of ClientBase First, create a new reservation in ClientBase and after clicking entering vendor information, click Live Connect and Import an Existing Reservation. Enter a confirmation number or leave blank, but when in booking site, locate the retrieve reservation area. Once the reservation details are showing, exit 1/21/15 342

341 An In-Depth Look at Live Connect the booking. When the reservation is confirmed on the Thank You Page, click Import Reservation. All reservation data booked on-line is now located in the reservation fields in ClientBase. Retrieve an Existing Reservation for Editing or Cancelling To edit or cancel an existing reservation using Live Connect, follow these steps: Step 1) Launch Live Connect from inside the reservation to edit or cancel in ClientBase. Step 2) A dialog box appears. Click Retrieve Reservation. 1/21/15 343

342 An In-Depth Look at Live Connect Step 3) Live Connect launches the booking engine site and brings up the reservation. Edit or cancel the reservation using instructions supplied by the booking engine, and exit the booking. Step 4) When the reservation is confirmed on the Thank You Page, click Import Reservation. All reservation data edited or cancelled online is now located in the reservation fields in ClientBase. 1/21/15 344

343 An In-Depth Look at Live Connect TIC Travel Insurance You must be an existing TIC advisor to book online with Live Connect. Set Up TIC Travel Insurance Upon receiving TIC onboarding, take the following steps to setup ClientBase for Live Connect. Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider if it does not already exist into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Fill in the following fields: Name of the Provider: TIC Travel Insurance Status: Leave the default of Active. If you ever want to make it Inactive, go back in this area to turn off. URL: Type Travel Category: Select Insurance. Import XML from: Select HTML Source. Include Authentication: None. Click Save. Step 2) Create a vendor profile in ClientBase for TIC Travel Insurance if one does not exist. From the profile manager, retrieve the vendor profile (or create if it is not in database). From the General Info area, click Live Connect Providers. From here, click Add, then select provider from the dropdown list. The vendor code is left blank. Save. 1/21/15 345

344 An In-Depth Look at Live Connect TIC Travel Insurance Features TIC Travel Insurance supports the following Live Connect Features if checked off by : CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New TIC Travel Insurance Reservation Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live Connect from the Profile action gear.) 1/21/15 346

345 An In-Depth Look at Live Connect Step 2) Complete the Live Connect settings by identifying the vendor and the Live Connect Provider. TIC Travel Insurance doesn t pass login information, so leave blank. Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation and click Connect to launch the on-line booking engine. Step 5) The system prompts with the reservation records included in this Res Card. Click each reservation to insure. Again, this step is designed to save time during the insurance booking process, as less fields need to be completed manually. Any missing or incomplete data can be updated on the website confirming the insurance booking. Click Connect. Step 6) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s booking site running the on-line booking engine through a ClientBase window. Complete the reservation and when the reservation is confirmed, click Import Reservation from the confirmation 1/21/15 347

346 An In-Depth Look at Live Connect page. Need help? QuickTIC questions can be answered by calling Agency Services at Travelex Insurance Services If already licensed to sell Travelex Insurance Services, use the Travelex location number as the account number when using Live Connect. If not currently licensed to sell Travelex, call Travelex Sales Support at Set Up Travelex Insurance Services Once you have a Travelex location number, take the following steps to setup ClientBase for Live Connect: Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider if it does not already exist into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Fill in the following fields: Name of the Provider: In blank field provided, type the name of the Provider. 1/21/15 348

347 An In-Depth Look at Live Connect Status: Leave the default of Active. If you ever want to make it Inactive, go back in this area to turn off. URL: Type Travel Category: Select Insurance. Import XML from: Select HTML Source. Include Authentication: None. Click Save. Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: Live Connect Provider: Select Travelex from the drop-down list. User Name, Password and Account Number: Enter the necessary fields based upon the login information provided to you when you contacted Travelex. ) Step 3) Create a vendor profile in ClientBase for Travelex if one does not exist. From the profile manager, retrieve the vendor profile (or create if it is not in database). From the General Info area, click Live Connect Providers. From here, click Add, then select provider from the drop-down list. The vendor code is left blank. Save. Travelex Insurance Services Live Connect Features CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data and profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New Travelex Reservation in Live Connect Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live 1/21/15 349

348 An In-Depth Look at Live Connect Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. (If you have set up your logins in Tools MyLogin Live Connect, login information will auto-populate.) Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation and click Connect to launch the on-line booking engine. 1/21/15 350

349 An In-Depth Look at Live Connect Step 5) The system prompts with the reservation records included in this Res Card. Click each reservation to insure. Again, this step is designed to save time during the insurance booking process, as less fields need to be completed manually. Any missing or incomplete data can be updated on the website confirming the insurance booking. Click Connect. Step 6) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s booking site running the on-line booking engine through a ClientBase window. Complete the reservation and when the reservation is confirmed, click Import Reservation from the confirmation page. All reservation data booked on-line is now located in the reservation fields in ClientBase. Travel Guard eztips Travel Guard's eztips can now be used with ClientBase. The installation and support is all handled by Travel Guard. Contact Travel Guard (eztips Support) at for their assistance with the installation and other questions that you may have about eztips use. Make sure to mention you are using ClientBase Online. 1/21/15 351

350 An In-Depth Look at Live Connect Travel Impressions If you are not currently registered with Travel Impressions, register with them by logging on to and log-in to the agent section on the website. Locate the New User Registration link. Upon creating a User Name and Password for each agent in your office, set up ClientBase for Live Connect. Set Up Travel Impressions Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider if it does not already exist into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Fill in the following fields: Name of the Provider: In blank field provided, type the name of the Provider. Status: Leave the default of Active. If you ever want to make it Inactive, go back in this area to turn off. URL: Type Travel Category: Select Tour. Import XML from: Select HTML Source. Include Authentication: None. Click Save. NOTE: When using ClientBase Browser or ClientBase Online on Windows Vista, you ll need to add the following Travel Impressions URLS on your trusted sites: Trusted Sites can be accessed by going to Tools Internet Options Security Tab Trusted Sites icon Sites button. Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: 1/21/15 352

351 Live Connect Provider: Select Travel Impressions from the drop-down list. An In-Depth Look at Live Connect User Name, Password and Account Number: Enter the necessary fields based upon the login information provided to you when you contacted provider. Step 3) Create a vendor profile in ClientBase for Travel Impressions if one does not exist. From the profile manager, retrieve the vendor profile (or create if it is not in database). From the General Info area, click Live Connect Providers. From here, click Add, then select provider from the dropdown list. The vendor code is left blank. Save. 1/21/15 353

352 An In-Depth Look at Live Connect 1/21/15 354

353 TravelSafe Vacation Insurance To use Live Connect to purchase TravelSafe Vacation Insurance, you must be an authorized TravelSafe representative with a current User ID (Travel Agency Code). If currently authorized, use your User ID to sell TravelSafe through ClientBase. The User ID is pre-printed on your current TravelSafe brochures/certificates. You also need a password and account number. Please call the TravelSafe office to receive this information. If not licensed or authorized to sell TravelSafe Vacation Insurance, please contact TravelSafe directly at to provide you with the necessary forms. Set Up TravelSafe Vacation Insurance Upon receiving a User ID and password for each agent in your office, take the following steps to setup ClientBase for Live Connect. Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider if it does not already exist into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Fill in the following fields: Name of the Provider: In blank field provided, type the name of the Provider. Status: Leave the default of Active. If you ever want to make it Inactive, go back in this area to turn off. URL: Type Travel Category: Select Insurance. Import XML from: Select HTML Source. Include Authentication: None. Click Save. Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: 1/21/15 355

354 An In-Depth Look at Live Connect Live Connect Provider: Select TravelSave Vacation Insurance from the drop-down list. User Name, Password and Account Number: Enter the TravelSafe ID Code, Password, and account number obtained from TravelSafe here. The Agency Code is left blank. Step 3) Create a vendor profile in ClientBase for TravelSafe Vacation Insurance if one does not exist. From the profile manager, retrieve the vendor profile (or create if it is not in database). From the General Info area, click Live Connect Providers. From here, click Add, then select provider from the drop-down list. The vendor code is left blank. Save. TravelSafe Live Connect Features CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data and profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New TravelSafe Reservation in Live Connect Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live 1/21/15 356

355 An In-Depth Look at Live Connect Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation and click Connect to launch the on-line booking engine. Step 5) The system prompts with the reservation records included in this Res Card. Click each reservation to insure. Again, this step is designed to save time during the insurance booking 1/21/15 357

356 An In-Depth Look at Live Connect process, as less fields need to be completed manually. Any missing or incomplete data can be updated on the website confirming the insurance booking. Click Connect. Step 6) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s booking site running the on-line booking engine through a ClientBase window. Complete the reservation and when the reservation is confirmed, click Import Reservation from the confirmation page. All reservation data booked on-line is now located in the reservation fields in ClientBase. TravTech CruiseBase If you are not currently registered to use TravTech CruiseBase, contact TravTech Sales at or via at sales@travtech.com Upon registering as a new user, login credentials are provided. After receiving this information for each agent, take the following steps. Set Up TravTech CruiseBase Step 1) Once you have obtained accurate login information, you need to add this Live Connect 1/21/15 358

357 An In-Depth Look at Live Connect Provider if it does not already exist into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Fill in the following fields: Name of the Provider: In blank field provided, type the name of the Provider. Status: Leave the default of Active. If you ever want to make it Inactive, go back in this area to turn off. URL: Type Travel Category: Select Cruise. Import XML from: Select HTML Source. Include Authentication: None. Click Save. Step 2) Each user can put in his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: Live Connect Provider: Select TravTech CruiseBase from the drop-down list. User Name, Password and Account Number: Enter the necessary fields based upon the login information provided to you when you contacted provider. Step 3) When you registered, TravTech CruiseBase provided you with a list of participating vendors and vendor codes. Locate or create a new profile in ClientBase for each vendor on the table below. From the Profile General Info area, click Live Connect Providers. Click Add and select TravTech CruiseBase the drop-down list. Enter the vendor code from the table below. Click Save. 1/21/15 359

358 An In-Depth Look at Live Connect TravTech CruiseBase Vendors and Vendor Codes CODE VENDOR NAME LIVE CONNECT PROVIDER 566 Carnival Cruise Lines TravTech CruiseBase 568 Celebrity Cruises TravTech CruiseBase 578 Costa Cruise Lines TravTech CruiseBase 579 Crystal Cruises TravTech CruiseBase 580 Cunard Line TravTech CruiseBase 582 Disney Cruise Line TravTech CruiseBase 608 Holland America Lines TravTech CruiseBase 624 Norwegian Cruise Lines TravTech CruiseBase 636 Princess Cruises TravTech CruiseBase 638 Royal Caribbean International TravTech CruiseBase TravTech CruiseBase Live Connect Features CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data and profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves existing reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New CruiseBase Reservation in Live Connect Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live 1/21/15 360

359 An In-Depth Look at Live Connect Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. (If you have set up your logins in Tools MyLogin Live Connect, login information will auto-populate.) Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation and click Connect to launch the on-line booking engine. Step 5) Although still in ClientBase, you are now on-line at the booking site. Complete your 1/21/15 361

360 An In-Depth Look at Live Connect reservation as you normally would. If you are not familiar with how to use TravTech CruiseBase, support at When the reservation is confirmed, click Import Reservation. All reservation data booked on-line is now located in the ClientBase Reservation record. Import Existing CruiseBaseReservation Made Outside of ClientBase Step 1) Create a new Res Card or open an existing one and launch Live Connect by clicking the Live Connect icon. Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information if not autopopulated. Step 3) Enter the confirmation number for the reservation you want to import and click Import Existing Reservation. Step 4) Depending on the Live Connect Provider, the system either locates the reservation using the confirmation number and automatically import all reservation details, or takes you to the Live Connect Provider's site for you to use its Retrieve Reservation feature to locate the reservation. Upon displaying the existing reservation, click Import Reservation and the reservation details are imported into the ClientBase Res Card. Retrieve an Existing CruiseBase Res to Edit/Cancel To edit or cancel an existing reservation using Live Connect, follow these steps: Step 1) Launch Live Connect from inside the Live Connect reservation to edit or cancel. Click Live Connect. Step 2) Confirm all Live Connect settings including confirmation number, and click Retrieve Reservation. Step 3) Live Connect launches the booking engine site. Edit or cancel the reservation using instructions supplied by the booking engine, and click Import Reservation. All reservation data edited or cancelled online is now located in the reservation fields in ClientBase. Tripology To register FREE for Tripology, simply access Upon completion of the registration, take the following steps to setup ClientBase. 1/21/15 362

361 An In-Depth Look at Live Connect Set Up Tripology Live Connect After registering for Tripology, take the following steps to setup ClientBase for Live Connect. Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider if it does not already exist into ClientBase by going to Tools Settings Live Connect Providers and clicking Add: Provider Name: Type Tripology. URL: Type Travel Category: Select Tour from the drop-down. Import XML from: Select HTML Source. Step 2) Retrieve the Tripology vendor profile from the Profile Manager (or create one if not in your database and make sure to tag the profile with the Travel Category of Tour). From the General Info tab, click the Live Connect Providers button. Click Add, and select Tripology booking engine from the drop-down list. The Vendor Code is TRIP. In the Travel Category profile field, select Tour from the drop-down menu. 1/21/15 363

362 An In-Depth Look at Live Connect Live Connect Features Supported by Tripology Tripology supports the following Live Connect Features: CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Automatically logs you in to booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass LEAD details from Tripology to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confirmation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves existing reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Import a Lead from Tripology Step 1) When importing a lead from Tripology, create a client Res Card on any profile (you may want to create a Leisure client profile just for this process entitled Tripology, change the Reservation Cycle to Under Consideration, and click the Live Connect icon in Res Card. step 2) Select Tripology from the drop-down. No password required. Click Import Existing Reservation. Step 3) Enter the confirmation number of Tripology LEAD and click OK. 1/21/15 364

363 An In-Depth Look at Live Connect Step 4) Being launched into the Tripology website, click Import Reservation to obtain the LEAD. Step 5) The LEAD comes in as a reservation. The name of the customer is located in the Passenger Name field and all the information about the LEAD is contained the reservation Agent Remarks tab. Click on the reservation and the Agent Remarks tab to see the LEAD s details. Highlight the address in the area. Step 6) Go to Profile Manager to create a new profile for the LEAD if none exists. Fill in the LEAD s name, and paste the . Optionally put Tripology in the Referred by Field, enter a Courtesy Title, Salutation, etc. Step 7) Go to Tools Page History to return to the open Res Card. In the Prepared for field in the General tab, edit the name to remove the old profile name and put in the new customer s name. Fill in the Region/Destination. This attaches the LEAD res card to the new profile. Follow up on LEAD as usual. Need Help? To speak with a Tripology Relationship Manager about the program, call Vacation Expess Register to use Vacation Express here: You may also contact the Sales Department for assistance by phone at (800) , or by at sales@vacationexpress.com. Set Up Vacation Express Upon receiving User ID and Password, take the following steps to setup ClientBase for Live Connect. Step 1) Once you have obtained accurate login information, you need to make sure this Live Connect Provider is in ClientBase by going to Tools Settings Live Connect Providers and clicking 1/21/15 365

364 An In-Depth Look at Live Connect Add if not present (make sure the URL below is correct): correct Provider Name: Type Vacation Express. URL: Type Travel Category: Select Tour from the drop-down. Import XML from: Select HTML Source. Step 2) Each user has the ability to enter his own login information under Tools My Login Live Connect or enter one set of login information for a Live Connect provider for all agents by going to Tools Settings Live Connect Login. Click Add and enter the following information: User Name and Password: Enter the necessary fields based upon the login information provided 1/21/15 366

365 An In-Depth Look at Live Connect to you when you contacted Vacation Express. (The Agency Number and Code is not applicable.) Step 3) Retrieve the Vacation Express vendor profile from the Profile Manager (or create one if not in your database). From the General Info link under Additional Info, select Tour from the drop-down menu. Also in the General Info link, click the Live Connect Providers button. Click Add, and select the Vacation Express booking engine from the drop-down list. There is no Vendor Code and then click Save: Vacation Express Live Connect Features Vacation Express supports the following Live Connect features: Create New Vacation Express Reservation Step 1) When ready to book on-line, create a client Res Card and fill in the Reservation Cycle, Trip 1/21/15 367

366 An In-Depth Look at Live Connect Name fields, Region/Destination, and select the travelers. Step 2) Launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live Connect from the Profile action gear.) Enter the Vendor/Connect To and click Create New Reservation. Step 3) Select any customer information to use to book the Vacation Express reservation. Click 1/21/15 368

367 An In-Depth Look at Live Connect Connect. Step 4) Although still in ClientBase, you are now on-line at the Vacation Express booking site. Complete the reservations using instructions supplied to you upon registration. When on the confirmation page, click Import Reservation. All reservation data booked on-line is now located in the reservation fields in ClientBase. 1/21/15 369

368 An In-Depth Look at Live Connect VacationSelect Sign up with Worldspan VacationSelect by selecting the VacationSelect link from the Go! Res Script Index Book tab. Once the login screen is launched, Worldspan agents need to enter their VacationSelect Account Number, Name, and Password. To register for a VacationSelect login, click Register Here. Note: This login is independent of the Go! login and is required for agents to shop and book on Worldspan VacationSelect from ClientBase. Set Up VacationSelect Upon receiving login information for each agent in your office, take the following steps to setup ClientBase for Live Connect. Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider if it does not already exist into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Fill in the following fields: Name of the Provider: In blank field provided, type the name of the Provider. Status: Leave the default of Active. If you ever want to make it Inactive, go back in this area to turn off. URL: Type Travel Category: Select Tour. Import XML from: Select HTML Source. Include Authentication: None. Click Save. Step 2) When registering, VacationSelect provided you with a list of participating vendors and vendor codes. Create a profile in ClientBase for each vendor (if none exists) and specify VacationSelect as the booking engine and enter the unique vendor identifier. First click Live Connect Providers and Add to add a Live Connect Provider. Select VacationSelect from the drop-down menu and enter the VacationSelect vendor code. (If you are using 1/21/15 370

369 An In-Depth Look at Live Connect VacationSelect Dynamic, enter its unique vendor identifier.) VacationSelect - Dynamic Participating Vendors and Vendor Codes CODE VENDOR NAME LIVE CONNECT PROVIDER BST Blue Sky Tours VacationSelect FJ1 Funjet Vacations VacationSelect MMT MGM Mirage Vacations VacationSelect SAB Sandals and Beaches Resorts VacationSelect WNT Southwest Airlines Vacations VacationSelect TPV TNT Vacations powered by Funjet VacationSelect UNT Universal Parks & Resort VacationSelect AMW US Airways Vacations VacationSelect VE1 Vacation Express VacationSelect VacationSelect Live Connect Features CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data and profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New VacationSelect Reservation in Live Connect Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live 1/21/15 371

370 An In-Depth Look at Live Connect Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation and click Connect to launch the on-line booking engine. 1/21/15 372

371 An In-Depth Look at Live Connect Step 5) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s booking site running the on-line booking engine through a ClientBase window. Complete the reservation and when the reservation is confirmed, click Import Reservation from the confirmation page. You are still within the ClientBase program when you use Live Connect. All reservation data booked on-line is now located in the reservation fields in ClientBase. Import Existing VacationSelect Res Made Outside of ClientBase Step 1) Create a new Res Card or open an existing one and launch Live Connect by clicking the Live Connect icon. Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information if not autopopulated. Step 3) Enter the confirmation number for the reservation you want to import and click Import Existing Reservation. Step 4) Depending on the Live Connect Provider, the system either locates the reservation using the confirmation number and automatically import all reservation details, or takes you to the Live Connect Provider's site for you to use its Retrieve Reservation feature to locate the reservation. Upon displaying the existing reservation, click Import Reservation and the reservation details are imported into the ClientBase Res Card. Retrieve an Existing VacationSelect Res to Edit/Cancel To edit or cancel an existing reservation using Live Connect, follow these steps: Step 1) Launch Live Connect from inside the Live Connect reservation to edit or cancel. Click Live Connect. Step 2) Confirm all Live Connect settings including confirmation number, and click Retrieve Reservation. Step 3) Live Connect launches the booking engine site. Edit or cancel the reservation using instructions supplied by the booking engine, and click Import Reservation. All reservation data edited or cancelled online is now located in the reservation fields in ClientBase. VAX VacationAccess Vacations Sign up with VAX VacationAccess Vacations by going to their website at 1/21/15 373

372 An In-Depth Look at Live Connect access.com. Before using VAX Dynamic in Live Connect, some setup in ClientBase is required. After successfully completing registration, obtain a unique user name, agency password, and account number for use in ClientBase. (For documentation, training or questions on the use of the Vacation Access booking process, Vaxsupport@triseptsolutions.com). Set Up VAX Vacation Access Vacations Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider if it does not already exist into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Fill in the following fields: Name of the Provider: In blank field provided, type the name of the Provider, VAX Tour - Dynamic. Status: Leave the default of Active. If you ever want to make it Inactive, go back in this area to turn off. URL: Type Travel Category: Select Tour. Import XML from: Select HTML Source. Include Authentication: None. Click Save. Step 2) When registered, Vacation Access Tour provided you with a list of participating vendors and vendor codes. Create a profile in ClientBase for each vendor (if none exists) and specify VAX Tour - Dynamic as the booking engine and enter the unique vendor identifier. First click Live Connect Providers and Add to add a Live Connect Provider. Select VAX Tour - Dynamic from the drop-down menu and enter the VAX Tour - Dynamic vendor code. Save. 1/21/15 374

373 VAX Tour - Dynamic Participating Vendors and Vendor Codes An In-Depth Look at Live Connect CODE VENDOR NAME LIVE CONNECT PROVIDER AST Alaska Airlines Vacations VAX Tour - Dynamic BST Blue Sky Tours VAX Tour - Dynamic FJ1 Funjet Vacations VAX Tour - Dynamic GP1 Grand Pineapple Beach Resorts VAX Tour - Dynamic JSV JetSet Vacations VAX Tour - Dynamic MMT MGM Mirage Vacations - Air/Hotel VAX Tour - Dynamic PRV Palace Resorts VAX Tour - Dynamic PH1 Pleasant Holidays VAX Tour - Dynamic SAB Sandals and Beaches Resorts VAX Tour - Dynamic STN Showtime Tours VAX Tour - Dynamic WNT Southwest Airlines Vacations VAX Tour - Dynamic SYV Sun Country Vacations VAX Tour - Dynamic TPV TNT Vacations powered by Funjet VAX Tour - Dynamic TIM Travel Impressions VAX Tour - Dynamic UAV United Vacations VAX Tour - Dynamic UNT Universal Parks & Resorts VAX Tour - Dynamic AMW US Airway Vacations VAX Tour - Dynamic VE1 Vacation Express VAX Tour - Dynamic VAX VacationAccess Vacations Live Connect Features CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data and profile data from ClientBase. Only takes special CB Agency Code. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves exisiting reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New VAX Reservation in Live Connect Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card 1/21/15 375

374 An In-Depth Look at Live Connect info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation and click Connect to launch the on-line booking engine. 1/21/15 376

375 An In-Depth Look at Live Connect Step 5) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s booking site running the on-line booking engine through a ClientBase window. Complete the reservation and when the reservation is confirmed, click Import Reservation from the confirmation page. All reservation data booked on-line is now located in the reservation fields in ClientBase. Import Existing VAX Reservation Made Outside of ClientBase Step 1) Create a new Res Card or open an existing one and launch Live Connect by clicking the Live Connect icon. Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information if not autopopulated. Step 3) Enter the confirmation number for the reservation you want to import and click Import Existing Reservation. Step 4) Depending on the Live Connect Provider, the system either locates the reservation using the confirmation number and automatically import all reservation details, or takes you to the Live Connect Provider's site for you to use its Retrieve Reservation feature to locate the reservation. Upon displaying the existing reservation, click Import Reservation and the reservation details are imported into the ClientBase Res Card. Retrieve an Existing VAX Reservation for Editing or Cancelling To edit or cancel an existing reservation using Live Connect, follow these steps: Step 1) Launch Live Connect from inside the Live Connect reservation to edit or cancel. Click Live Connect. Step 2) Confirm all Live Connect settings including confirmation number, and click Retrieve Reservation. Step 3) Live Connect launches the booking engine site. Edit or cancel the reservation using instructions supplied by the booking engine, and click Import Reservation. All reservation data edited or cancelled online is now located in the reservation fields in ClientBase. Walt Disney Parks and Resorts 1/21/15 377

376 An In-Depth Look at Live Connect If you are not currently registered on the Disney Travel Agent Web site, go to enter your IATA in the To Register field, and click Continue. Proceed to a brief registration page to enter your address as your User Name and select a password. (If your ARC/IATA/CLIA number is not recognized by the Disney Web site database, you are required to fill out an agency registration form.) Set Up Walt Disney Parks and Resorts Note: This live connect providers only imports Disney from Florida, but not California. Step 1) Once you have obtained accurate login information, you need to add this Live Connect Provider if it does not already exist into ClientBase by going to Tools Settings Live Connect Providers and clicking Add. Fill in the following fields: Provider Name: Enter Walt Disney Parks and Resorts. URL: Travel Category: Tour. Import XML from: HTML Source. Click Save. Step 2) You cannot set up agent logins for use with Walt Disney Parks and Resorts, but you do need to create a vendor profile in ClientBase if one does not exist. From the profile manager, retrieve the Walt Disney Parks and Resorts vendor profile (or create if it is not in database). From the General Info tab, click Live Connect Providers. From here, click Add, then select Walt Disney Parks and Resorts from the drop-down list. The vendor code is blank. Click OK. 1/21/15 378

377 An In-Depth Look at Live Connect Walt Disney Parks and Resorts Features Walt Disney Parks and Resorts supports the following Live Connect features: CREATE NEW RESERVATION (Launch, Book & Import New Reservation) Populates booking engine with User Login data from ClientBase. Populates booking engine with profile data from ClientBase. Sends reservation details from booking engine s confirmation page to ClientBase reservation record. IMPORT EXISTING RESERVATION (Imports new reservation booked outside of ClientBase) Uses confirmation number to automatically pass all reservation details from booking engine to ClientBase reservation record. Allows user to browse for reservation and upon retrieval sends reservation details from booking engine s confimation page to ClientBase reservation record. RETRIEVE RESERVATION - Retrieves existing reservation previously imported via Live Connect for viewing or editing. Upon editing, imports updated reservations details. Create New Walt Disney Reservation in Live Connect Step 1) Retrieve the desired client profile, create a new Res Card and after entering basic Res Card info, launch Live Connect by clicking Live Connect on the menu bar. (You can also launch Live Connect from the Profile action gear.) Step 2) Complete the Live Connect settings by identifying the vendor, the Live Connect Provider and appropriate Login information. 1/21/15 379

378 An In-Depth Look at Live Connect Step 3) Click the Create New Reservation button. Step 4) Select any Profile, Passenger, Branch and Res Card information you want to use to book the reservation and click Connect to launch the on-line booking engine. This data is NOT passed to Walt Disney Parks and Resorts, but you are able to view it at the top of your booking screen and can highlight it, copy, and paste it into the booking fields to save you time during the booking process. Click Connect. Step 5) Although you are still in ClientBase, you are now on-line at the Live Connect Provider s booking site running the on-line booking engine through a ClientBase window. (You can only book Walt Disney World Resort at this time.) Complete the reservation and when the reservation is confirmed, click Import Reservation. 1/21/15 380

379 Import Existing Reservation Made Outside of ClientBase An In-Depth Look at Live Connect First, create a new reservation and click Import Existing Reservation. Don t fill in the confirmation number, but after logging into the Walt Disney Parks and Resorts website, click the retrieve reservation area to locate reservation. Once the reservation details are showing, click Import and the details of the reservation are imported into the ClientBase reservation record. Retrieve an Existing Reservation for Editing or Cancelling To edit or cancel an existing reservation using Live Connect, follow these steps: Step 1) Launch Live Connect from the reservation to edit or cancel in ClientBase. Step 2) A dialog box appears. Click Retrieve Reservation. Step 3) Live Connect launches the booking engine site. Login to the Walt Disney Parks and Resorts website, and click the retrieve reservation area. Edit or cancel the reservation using instructions supplied by the booking engine, and click Import Reservation. All reservation data edited or cancelled on-line is now located in the reservation fields in ClientBase. 1/21/15 381

380 An In-Depth Look at Live Connect 1/21/15 382

381 Chapter 10 Using Inventory This section details using a database of inventory maintained in ClientBase Windows version and integrating items into Res Cards for easy entry with inventory control. Introduction In ClientBase Windows version, the database administrator has created inventory items for block space and for you to integrate them into the reservation area of Res Cards. The process is an easy one. Block space inventory records are created for air, cruise, hotel, rail, tour, and miscellaneous reservations. Each inventory item is entered one time, with details of the pricing, itinerary, deposit and payment due dates, as well as invoice/itinerary remarks. For use, create a reservation and pull from the list of created inventory records. All Inventory Details automatically drop into the reservation and create a link to the inventory record; therefore tracking what inventory has been taken and what is left. What a great way to manage block space and what a time saver! No more manually tracking inventory using paper controls or supplemental spreadsheet or database programs. Special Note: Inventory can be allocated across Sync Primary and Sync Copy Databases, see section below, Allocating Inventory Across Sync Primary and Sync Copy Databases. Selling Inventory Once a database of inventory records has been setup, agents in ClientBase can connect to this database of inventory while working in the Res Card (by default it has been enabled for use in the ClientBase setup area. To query inventory for a particular client's trip, create a Res Card for that client including travelers, and from the Reservations Link, click Add Reservation to select the Travel Type. Please note that Traveler details must be captured within your Res Card in order to pull from inventory, as the number of travelers and ages affect the way the default pricing is calculated. Cruise, Tour and Hotel type inventory pulls one quantity from the available inventory, while Air, Rail and Miscellaneous type inventory pulls 1 quantity per person from the available inventory. (If you are pulling more than one inventory item, check off only the travelers that are to be included in the first pull. For example, maybe you have selected 4 travelers, but only the first two are going to be in the cabin you pull. Check off these travelers for the cabin you are pulling. When you pull the second cabin (second reservation), check off the travelers who will be in that cabin.) 1/21/15 383

382 Using Inventory From within a new reservation, click the Inventory icon. Searching for Inventory Upon launching inventory from a reservation record, inventory search filters appear by default. Use any inventory search criteria, as well as itinerary/flight/address info and inventory detail information. Each filter entered into the query fields is "anded" together with other filters, so any results match all filters. The more filters entered, the narrower the search and generally fewer results. The fewer filters entered, the more general the search and generally more results. Pulling From Inventory Upon querying a database of inventory, a one-line listing of each Inventory Detail that matches the 1/21/15 384

383 Using Inventory criteria appears, with a visual display of the inventory detail currently highlighted at the bottom of the screen. Use the radio button or View, to call up the desired inventory detail and view the data including what's been blocked, sold and available. After locating the desired inventory item to take one of the available seats/cabins/rooms, click Pull from Inventory icon at the top of the query screen, and the system returns to the reservation record with all the inventory fields automatically filling in the reservation fields. This simultaneously links the reservation to the inventory detail, therefore allowing the agency to track what's been taken or Sold, and therefore what's now Available. Any reservation that is linked to inventory displays a link xx Quantity Pulled from Inventory" in the upper right hand corner of the reservation record. The link to that inventory detail remains permanent, unless the reservation is deleted, or the reservation status is changed to Cancelled or Quoted, at which time you are prompted for confirmation and if accepted, the link removed and the inventory replaced back into Available inventory. Each reservation record that has been made as a result of being pulled from Inventory has a link that indicates how the reservation was made (xx Qty Pulled from Inventory): Allocating Inventory Across Sync Primary and Sync Copy Databases In the past, agencies that have been synchronizing with another location were limited to creating and pulling from inventory in only the Primary location. The reason for this limitation was because of the potential to oversell inventory between synchronization processes. To overcome this danger, ClientBase has the ability to allocate available inventory across your various sync databases. Sync activated databases have an additional entry tab in Inventory Details, called Sync Database 1/21/15 385

384 Using Inventory Allocation.: Upon creating new Inventory (or updating existing Inventory) look at the count within the Available Inventory field. Determine if this inventory should be re-allocated to other sync locations (databases) to facilitate better sales of this inventory. Click the Sync Database Allocation tab and Re-allocate to re-allocate any quantity available from your current database to any other Sync Copy database. The system allocates the inventory to the database the user is connected to. When an agent Pulls From Inventory, they are only able to pull inventory allocated to the database they are connected to. As agents use the inventory feature within the Res Card, if they determine that they have a client interested in inventory that is no longer available, they click the View Inventory Record and the Sync Database Allocation tab to see if there is available inventory in other locations (databases). If so they may suggest re-allocated some of that available inventory to locations (databases) that no longer have any available to them. To re-allocate inventory from one location (database) to another, you must connect to the database that has the available inventory. You can only re-allocate inventory from the database you are connecting to and you can only re-allocate inventory of the database has available inventory records to re-allocate. Important Note for CBB/CBO Agencies Syncing to CBW: If you are synchronizing to the ClientBase Windows application, DO NOT allocate inventory to that database unless you are OK with not being able re-allocate it back out of CBB or CBO! ClientBase Browser and ClientBase Online do not yet include the Inventory Manager and therefore do not have the ability to re-allocate its unused available inventory back to other databases. This means any inventory allocated to CBB or CBO, will have to be sold via CBB or CBO, or the agency would have to connect to the ClientBase Windows application in order to re-allocate it back to CBB/CBO. When pulling from Inventory, the system defaults using one of two Default Inventory Filters: 1) Reservation Travel Category - this prompts the Query window with the Travel Category field defaulted to the same category selected in the Reservation. 2) Res Card Group Name - this now skips the Query window and directly prompts results of ALL inventories (if any) that matches Group Name in the Res Card. You must click Query button to 1/21/15 386

385 Using Inventory change drop-down field default back to Reservation Travel Category. 1/21/15 387

386 Using Inventory 1/21/15 388

387 Chapter 11 Using the Res Card Manager to Manage Your Res Cards This section details the use of the Res Card Manager to easily organize and manage your reservation and trip data stored neatly in your Res Cards. Introduction The purpose of the Res Card Manager is to automate the filing cabinet which has historically contained hundreds of paper index cards and file folders that have for years cluttered agencies. In the past, agents often entered details of leisure type reservations (client information, confirmation numbers, itineraries, vendor information, remarks, etc.) on cards. Agents kept these cards somewhere on their desks or somewhere in their files. That somewhere translated into precious time spent searching for the reservation information, especially when the booking agent was not available and someone else needed to locate the information. As agents begin automating their non- CRS reservation information into ClientBase Res Cards, the Res Card Manager provides you with a tool to organize and manage your entire database of Res Card records. Imagine viewing all of your active Res Cards with the click of a button. Search for Your Res Cards After users begin using Res Cards (as detailed in chapter, An In-Depth Look at Res Cards) to document reservation details, they ll click on the Res Cards tab to see their active Res Cards. Click Find and ClientBase searches the database for the User Login s active Res Cards and the Results 389

388 Using the Res Card Manager to Manage Your Res Cards Screen immediately displays a list. To retrieve a specific Res Card, click View next to the entry or the action menu icon (gear). This icon is displayed to the right of View and is listed for each record in the search. It has been designed to allow you to perform a variety of actions for that one record without having to open the record first - saving you a few extra clicks of the mouse. Click the icon and the following options appear: View: Takes you directly to the edit Res Card screen without having to open the Res Card first and then clicking Edit. Generate Invoice: Takes you directly to the invoice screen for you to produce an invoice for the Res Card. Go To Profile: Takes you directly to the profile the selected Res Card is attached to. Delete: Delete a Res Card, but if the Res Card has invoices or Activities attached, those must be deleted first. An agent can also click on any of the saved search links either at the Global or Personal Level as well. At the top of the results screen, notice 2 links marked Global Saved Searches and Personal Saved Searches. Simple Res Card Search A simple Res Card search allows you to quickly locate a Res Card or a group of Res Cards by simply completing one or two search filters. This search contains four fields which are strung together with 390

389 Using the Res Card Manager to Manage Your Res Cards an and. The drop-down menu fields identify what you want to search by and are completed by selecting from the following: Agent Name, Trip Name, Status, Reservation Cycle, Source of Booking, Locator No., Group Name, Region. The defaults for these two fields are Agent Name and Status. The blank field allows you to make you selection from a default pull-down list or type in free-flow information if there is no pull-down list. An arrow to the right of the blank field indicates a list from a pull-down menu exists for ease of selection for that search filter. If both fields are used in the search, then the results will match both criteria, not either/or. This means the filters are strung together with an and not an or. After completing or changing data in the filters, the system automatically sifts through the database and displays the matching profiles in the results screen. For example, if Agent Sharon wants to review all her active Res Cards in the system, she sets the first field to Agent Name and selects the name Sharon from the pull-down menu list. She sets the second field to Status and selects Active from the pull-down menu. Finally, she clicks on Find to see a list of all her active Res Cards in the system. Advanced Res Card Search Go to Advanced Search Enter Data to Search gives you the ability to search your database of Res Cards by virtually any field captured in these records, and includes the ability to search by a particular client as well. The search area is divided into three search layers that move from more general information at the Res Card Level to very specific, detailed search criteria at the Service Provider Level. 1. Res Card Level 2. Reservation Level 391

390 Using the Res Card Manager to Manage Your Res Cards 3. Service Provider Level Search for data using Profile info also. Res Card Link 1. Res Card Level: Except for selecting the date range you wish to search by, the trip name and Locator #, all other search fields have a pull-down menu indicated by the arrow to the right of the field for easy selection. The Res Card query level is composed of broader search fields and generally includes a greater number of Res Cards in the results screen. 2. Reservation Level: The Reservation Query level fields focus on the specific components of the reservation. From Travel Category and Vendor to Reservation Status and Payment Information, you can direct your search of your database at this level. 3. Service Provider Level: The fields at the Service Provider level, when completed, can be extremely helpful as a quick reference when a customer calls in requesting information on a particular reservation. From travel category and beginning and ending dates of specific reservations such as cars and hotels, to individual client preferences such as cabin or dining preferences, these fields allow you to very narrowly define your query. PROFILE Link Use general profile data as filters when running an advanced search in the Res Card Manager. This gives you the ability to search by profile to locate Res Cards as well as enhances your ability to search your lists of Res Cards. To see a summary of the search filters click the Filter Summary which is a double up arrow in the Results Screen. Results Screen After you have completed your searches, the Results Screen not only provides a count and list of search results, but also easy access to a specific Res Card. To obtain a count of the query results, click Count. To view the next screen of Res Cards on the list, click Next directly above the results screen. 392

391 To retrieve any Res Card, simply click View before the entry. Navigation Bar Using the Res Card Manager to Manage Your Res Cards The Navigation Bar provides a means to jump to various Res Cards in the results screen by using First, Previous, Next and Last. Also on this bar are Count, Select Columns and Sort by Columns. Select Columns Click Select Columns to choose which columns you want displayed in your query results screen. To change a column, move the highlighted column over to the other side by using the > or < arrow. By using the shift key and mouse, select as many consecutive entries as you want to move; by using the control key and your mouse, select non-consecutive entries to move. Use the >> or << arrows to move all columns at one time over to the other side. Use the up and down arrow buttons to order your selections. Click OK to save, and Cancel to abort. Sort by Columns Click Sort by Columns to sort columns query results screen. Sort up to 3 columns in ascending or descending order, and click OK to save, or Cancel to abort. Saving Searches for Easy Access As you can see, searches run in the Res Card Manager can become quite complex. With all the available filters in the simple and advanced searches, view your database inside out, upside down or in just about any subset you desire. With this in mind, if there are certain searches that you want to run often, we suggest you save the search filters after setting them up. This is called saving a search to a folder. One click on a saved search folder, and the filters are completed automatically. What a time saver! Here are steps for saving a query in the Res Card Manager: 1) Enter search filters and run your query. 2) Customize and sort the columns by following the directions above. 3) When satisfied with the search results and the look of the results screen, click Saved Searches. This screen appears: 4) From the drop-down menu, choose whether you want the search to be Personal (for your own use only), or Global (for the use of everyone in the agency). 5) Name the search. 393

392 Using the Res Card Manager to Manage Your Res Cards 6) Click OK. The new search folder is located in the list for Global Saved Searches or Personal Saved Searches in the Saved Searches screen, or from the drop-downs at top of the program screen. To replace an existing saved folder with a new one, first perform the new search, adjusting the columns/sorts to your specifications, and then click Replace. This area also contains the ability to open a search (View), rename a search folder (Rename), or delete a search folder (Delete). Note: ClientBase saves the filters and results layout, not the search results. The next time you use the saved search folder, any new data that has been added since it was created, is included in the new search. Using Date Formulas in Your Saved Searches Since searches can be saved and retrieved for frequent use, the date fields in all searches allow for date formulas. This means any field that has a date, can also contain a formula for that date. The date formula function allows you to create a search and then save it without identifying a specific month, day and year in the From and To date fields. Instead, the search is processed with a formula for the month, day, day of the week, and year based upon the date the report is processed. Remember: Make sure the system date and time are correct. Benefit: When entering a date formula, your system converts it to the intended time period allowing you to run searches and/or save them for future use without the need to modify dates. Example: The following tables contain sample formulas for specifying dates. Mix and match the absolute and relative parameters in the function. All date formulas start with an = sign. The first number specifies the day of the month, the second number specifies the month, and the third number specifies the year. So if you only have the first number filled in, this means you want this report to reoccur on this day every month, in every year. DATE FORMULAS If You Want This Enter This 1 st day of this month: =1,0,0 Last day of this month: =31,0,0 1 st day of this year: =1,1,0 Last day of this year: =31,12,0 Seven days from now: =+7,0,0 Last Monday (will show today if today is Monday) A week from last Monday Next Monday =Mon =Mon-1 =Mon+1 Three months from now =0,+3,0 Six months ago: =0,-6,0 One year from now =0,0,+1 394

393 Using the Res Card Manager to Manage Your Res Cards Working with Search Results Our most productive agent, Sharon, begins each day by accessing her To-Do list. Immediately after working that list, she clicks on Res Cards to select her active Res Cards to review any pending reservations. The results screen immediately displays an organized list for her to review and take any action necessary. An agent accesses the Res Card and its details by clicking View. Once inside the Res Card, the agent clicks on any of the Res Card links (General Info, Travelers, Reservations, Invoices, Activities, Itinerary Report, Attachments, or More Fields): Add a new Res Card by clicking Res Card on the menu bar. Click Edit to modify or enhance a Res Card. The Tools Page History area allows you to jump into any of the last program screens you have been in by simply clicking on its hyperlink. Creating New Res Cards To create a new Res Card in ClientBase: 1) Create a Reservation Card in the customer profile by clicking on Res Card on the menu bar or create a Res Card with Live Connect by clicking on Live Connect on the menu bar. To modify or edit an existing card, highlight the card and click View and Edit. 2) Create a Reservation Card from the results of a search by clicking on the action gear and Res Card next to the entry in the results screen. 2) Create a Res Card in the Res Card Manager by clicking Res Card icon on the menu bar. 3) Create a Res Card after booking a Live Connect reservation by clicking on the action gear by the selected profile in the Profile Manager and Live Connect. No need to create a Res Card first. 4) Create a Res Card after booking a Live Connect reservation by clicking Live Connect on the menu bar inside a client profile. No need to create a Res Card first. Please refer to the chapter entitled An In-Depth Look at Res Cards to learn further how to create Res Cards in ClientBase. 395

394 Using the Res Card Manager to Manage Your Res Cards 396

395 Chapter 12 An In-Depth Look at Vendor and Service Provider Profiles This chapter familiarizes you with how to setup, maintain and use Vendor and Service Provider Profiles. Introduction Vendor profiles provide an easily accessible source for an agency to store pertinent information about its travel suppliers. Tour operators, cruise lines, hotels and car rental companies are examples of vendor profiles that an agency uses. All the important details about this vendor are stored in one convenient place that each user has access to. Key information such as phone numbers, rep contacts, supplier addresses, commission information, specials, preferred vendor status, cancellation policies, and more may be included in the profile. Service Provider profiles represent the various components of a trip booked through a vendor. For example, the service provider for a Carnival Cruise booking would be the Carnival Destiny. Pertinent details about the Destiny are stored in this type of profile and therefore accessible to users. Feedback from other contacts can be added in and accessed by all agents to better serve future clients. Why do we go to such lengths to differentiate between the two? It is so that client comments and feedback can be attached to specific service provider profiles and for invoicing purposes. In the past, agencies kept track of this vendor and service provider information in a variety of ways. Some agents use rolodexes with vendor and service provider special contact names and lists of phone numbers for each department. Other agents have links which included brochures, specials, as well as any communication information they were able to obtain for each of the vendors and service providers. Still other agents memorize vital vendor and service provider information. When a customer travels with a particular service provider and supplies your agency with feedback information on its services, how is this information distributed to agents? Is there one place an agent can go that summarizes what customers felt about a particular trip or service? Or one place that the agent can look for promotions that are current, or if the vendor is still preferred? With ClientBase, all vendor and service provider information is in one place. By creating rich, information-filled profiles for the vendors and service providers you sell, each agent has quick access to this vital information. 397

396 An In-Depth Look at Vendor/Service Provider Profiles Create a New Vendor/Service Provider Profile New vendor or service provider profiles can be created by clicking on the profile icon on the tool bar and selecting Service Provider or Vendor. Want a quick way to create a profile? Use the following hot keys: Alt shift S = New Service Provider or Alt shift V = New Vendor. After clicking Create Profile, you can enter information on a new vendor on the Quick Entry form. The Quick Entry form consists of two screens, one for the Profile and one for the Primary Contact. All Required and Optional fields are displayed, along with the basics: Profile Type, Profile Name, Last Name/First Name/Middle Name/Courtesy Title of Vendor Contact, Address, Primary Phone, Interface ID, and Branch. Required and optional fields are indicated with peach and green shading, respectively. When you click on Next, you land on the Primary Contact screen, and after a user fills in the fields and clicks Save, a search is performed behind the scenes based on the name fields and the phone and fields. If a match is found, the user is prompted with a list of the matching Traveler/ 398

397 An In-depth Look at Vendor/Service Provider Profiles Contacts and is given the opportunity to either link the existing Traveler/Contact to the new Profile, or to cancel out and create a new Contact. If a user does not have permission to access a certain profile type, they will be unable to create profiles of that type. If a user has no permission to view a profile tab which has required fields for a certain profile type, the user will not be able to create a profile of that type. Anatomy of a Vendor Service Provider Profile A Vendor Profile in ClientBase stores an unlimited amount of information about your vendors and service providers. To organize all this information and make it easily accessible to all users, each vendor profile is made up of these key areas: Menu Bar, Header Info, Indicator Icons, and 399

398 An In-Depth Look at Vendor/Service Provider Profiles Information Links: MENU BAR HEADER INFO INDICATOR ICONS INFO LINKS Let s explore each of these key areas: Menu Bar The menu bar contains links to features - Merge Options, Note, Mailer and Reminder. Merge To Document enables you to launch a Document Template from the results of a query into Wordpad, MS Word, Open Office, etc. to view, edit and print the document with all fields merged. Merge To launches an message for the profile you are in. Merge To Label enables you to create a label for this profile. You can also create a Note, Mailer, or Reminder from the menu bar for the profile you are in, or link to another profile by using the three dots next to Profile field. 400

399 An In-depth Look at Vendor/Service Provider Profiles For complete instructions on Merge To Document, Merge to , or Merge to Label, see chapter, Putting Profiles to Work for You. Header Information The Header conveniently displays pertinent information including the current mailing address, number of Marketing Codes, Primary Contact, Groups, Primary Agent, Create Dates, Salutation, Interface ID, and Profile Number. By confirming the accuracy of this information and adding any new details, the user ensures that vendor data is always up-to-date. Profile Indicators A Trams profile indicator icon to the right of the arrows appear if the agency has previously booked travel with this Vendor. The other icon (a finger with a red string) alerts you if there are any open reminders for this vendor. These icons do not appear in the profile if the agent has no open reminder or past travel history with your agency. Click on one of these icons to immediately move into that profile area, i.e. by clicking on the Travel History icon, you ll get into the Travel History link. Detailed Review of Links Each profile contains the following information links: General Info, Communications, Remarks, Agency Remarks, Marketing Codes, Contacts, Activities, Travel History, Groups, and Attachments. General Info Link The General Information link displays vendor data. 401

400 An In-Depth Look at Vendor/Service Provider Profiles GENERAL INFO Profile Type: From the drop-down enter the Profile Type. Profile Name Enter the name of the vendor/service provider. Any printed reports or labels can include the Company name entered in the General Info link. Name: Enter the last name of primary contact. Any printed reports or labels can include the First and Last Name entered in the General Info link. ADDRESS RECORDS A vendor/service provider profile can include unlimited addresses which may be designated as Primary, Bill To, Ship To, Second Address and Alternate Address. Only one address though may be designated as Primary, one as Bill To, and one as Ship To. When creating a new address, click on Add, fill in correct address details and choose the address type(s). This area contains the following fields: Address Line 1: First line of address. Address Line 2: Second line of address. Apt/Suite: Apartment or suite number. City/State/Zip/Country: City, state, zip code, and country of the address. Description: Enter description if desired. Primary/Bill To/Ship To/Alternate: One address record can represent multiple Address Types. Check all that apply. Second Address: The Second Address choice also offers a date option. This is particularly useful because it allows entry of a specific time frame your vendor may be at a Second Address. After checking box, choose months for From/To dates from drop-down menu. Save/Cancel: Click Save to accept new information or Cancel. To modify an entry, click Edit next to the address, and click Save. To remove an entry, click Edit next to the address you wish to remove, and click Delete. 402

401 An In-depth Look at Vendor/Service Provider Profiles ADDITIONAL INFO These fields provide general information about the profile. To edit fields in this area, click Edit, make changes, and click Save. Vendor Info Vendor Commission%: This field is shared with the Vendor Commission default in Trams Back Office (our back office accounting program). This Vendor Commission % field is used for defaulting the commission in a reservation record when this vendor profile is used. Airline No: An airline number would be entered into the this field. Additional Information Interface ID: Important! This field allows the interfacing of records generated from the GDS (Front Office) to the agency accounting system (Back Office). If your agency's system requires that this field exist (for example, Trams Back Office does) then create an Interface ID as directed by the agency and complete this box. Vendor ID: Enter a Vendor ID number for this Vendor/Service Provider. This field is used in conjunction with imported product files for this Vendor. Preferred: If this is a preferred Vendor/Service Provider, indicate this by checking the box. Salutation: The name used to greet the contact. For example, if Mr. Henry Wilkenson likes to be called Hank, enter Hank in this field. If Mrs. Emily Anderson likes to be called Mrs. Anderson, enter Mrs. Anderson in this field. Branch No.: For agencies with multiple branches, this field allows a user to select from a drop-down menu the branch at which this profile was created, or that you want the profile associated with. Branches are set up before program use. Travel Category Enter the Travel Category (if applicable) by checking the appropriate entry. Profile Status 403

402 An In-Depth Look at Vendor/Service Provider Profiles Create User/Create Date: These fields default to the system date and the user logged in at the time the profile is created. Both of these fields can be modified. Profile Status: Indicate whether a vendor profile is Inactive from the drop-down menu. By default all profiles start with an Active status. An Inactive status is included so that you can flag a vendor as inactive without having to delete the profile. When searching in the ClientBase database, only profiles marked as Active will be included in the search. Search for Inactive Profiles by using the Advanced Search option. Save/Cancel: Click Save to accept new information or Cancel. Live Connect Providers Add/Edit Live Connect Providers: Add or edit the link of a Live Connect Provider to a Vendor profile directly from ClientBase. Upon launching Live Connect for a particular vendor, a drop-down listing of Live Connect Providers is provided to select Live Connect Provider to connect to. This listing is established as a result of linking Live Connect providers to your vendor profiles. To update the list of Live Connect Providers for a particular vendor, retrieve the vendor's profile, and go to the Live Connect Provider area and click Add Provider. Select the desired Live Connect Provider from the drop down list of options and set the Vendor Code if it applies. Click Save. Use Edit to modify any existing Live Connect provider links. Please refer to your Live Connect documentation for a complete listing of participating Live Connect Providers and the vendors and vendor codes they support. Communication Link If no name is displayed, it is a profile-level communication entry. Notice the Marketing Permission, Invalid, and Primary indicators. Communications are sorted thus - Profile communications are listed first, then the Primary Contacts's communications, then the remaining Contact communications, in the order that the contacts are listed in the Contacts section. Within each of those divisions, Primary Communication entries are listed first, then non-primary entries. The standardized format for unlimited communication entries in ClientBase provides a platform upon 404

403 An In-depth Look at Vendor/Service Provider Profiles which this information can be easily accessed. When creating a communication, click on Add Communication, fill in correct communication details, and click Save. This area contains the following fields: Contact: From the drop-down menu choose what contact this communication entry is connected with (if applicable). Type: Options include , Fax, Phone, Web, Facebook, Twitter, Linked In, Google Plus. Communication Type options include Social Media. This begins the first phase of social media integration. Fields are now available to begin capturing social media information in order to connect to social media profiles/page(s) in a future release.) Begin capturing information by clicking Additional Communications and click Add. Select a contact and click the drop down to choose a Type from the list. The new types for social media use are: Facebook Twitter Linked In Google Plus After choosing the Type, enter the User ID (example: facebook.com/johnsmith). User ID format will vary depending upon the social media type. Next, select a Description. User defined descriptions can be created for specific use with social media. For example, customer John Smith may have a personal profile in Facebook, along with a business page for his company. A description of "Profile" and another of "Page" could be added to differentiate between whether the User ID entered is for the customer's profile or his business page. Example Formats for capturing user's social media information: Facebook: For a profile - facebook.com/username (facebook.com/johnsmith); For a page - facebook.com/page name (facebook.com/sabretravel) 405

404 An In-Depth Look at Vendor/Service Provider Profiles Twitter: Twitter.com/username (Twitter.com/JohnSmith) Linked In: linkedin.com/pub/8/b8a/205 (Numerical string in the URL is the Linked In ID) Google Plus: plus.google.com/ (Numerical string in the URL is the Google+ ID) Just like all other communication types, social media communication types have a Marketing Permission checkbox. Marketing Permission is checked by default. Note: For s, a green check appears if the entry has been granted marketing permission. Profile s Primary: Indicate if this is the primary phone number, fax, , or Web address, since only one entry per communication type may be designated as Primary. Entry: You need only type the 7 digits of the Fax number or Phone number if in your area code, as ClientBase version adds a default country code and area code to the number when saved. For numbers outside your area code, type in the 10 digit area code and number (no other typing is necessary). For and Web entries, type these exactly as you want it to appear. Description: Choose a description if desired from drop-down menu. These options were setup by the database administrator in the Windows version of ClientBase. Save/Cancel: Click Save to accept new information or Cancel. As alternative methods of communicating with customers continue to expand (e.g. cell phones, beepers, additional s, etc.), you may find your phone tables growing increasingly lengthy for profiles. You have the ability to maintain an unlimited number of communication entries. To modify an entry, click Edit next to the communication you wish to alter, make changes, and click Save. To remove an entry, click Edit next to the communication you wish to remove, and click Delete. Remarks Link The Remarks link provides a full-page view of the unlimited remarks and provides tremendous flexibility for entering comments in each vendor/service provider profile. To add or edit a remark, click Edit Text, and click Save or Cancel. The great thing about remarks is that the first few lines can be viewed from anywhere in the profile. Agency Remarks Link Here is another area where unlimited, free-flowing Agency remarks can be entered about this Vendor/Service Provider. Whenever agents are in this profile, they can access what other agents have written about this Vendor or Service Provider. Such information is valuable so that each agent in your office can benefit from the collective experience gained by all customers and agents. To add or edit a remark, click Edit Text and click Save or Cancel. 406

405 An In-depth Look at Vendor/Service Provider Profiles Marketing Codes Link The Marketing link provides a way to track vendors/service providers by adding data about the supplier in a manner that an agency can query. For example, in a vendor profile, check off destinations that can be booked, or a budget, or the type of travel. Then when searching for a vendor/service provider that meets the client's requirements, the agent can query on the specific Marketing Codes. To add or modify a vendor/service provider marketing code, click Edit. Check or uncheck any marketing codes, and click Save or Cancel. These Marketing Tables and codes are global, meaning the same codes are available for use in every profile for every user. Remember that vendor qualifications often change. Removing marketing information when no longer valid is as important as entering new information. Contacts Link The Contact link is designed for detailed information on specific individuals who are key contacts with a Vendor/Service Provider. LOTS OF INFORMATION IN HEADER! I 407

406 An In-Depth Look at Vendor/Service Provider Profiles These two icons may appear in the Contact header and are visual alerts of important dates:.a birthday present icon appears during the contact's birthday month and disappears once the birthday month has passed. A red exclamation point icon appears if the contact has an expired passport or credit card. Clicking on the exclamation point icon takes the user to Card record if it's an expired credit card, or to the Advanced Contact Info tab if it's an expired passport. The icon disappears when the expiration date is updated.the Contacts link is designed for entering detailed information on specific individuals who are part of a particular profile. The link is called Traveler when working with an Leisure profile, and Contacts when working within any other profile. Add a new contact by clicking Add. To modify or enhance an contact, click View in front of the contact name, and then Edit. Click Edit, then Delete to remove a contact. USING SEARCH The Search button in the Contacts screen replaces the old Copy and Paste functions in previous versions. If a user knows that the contact they want already exists in another profile in the database, they can click Search and bring up a Contact Search screen with the following fields available: 408

407 An In-depth Look at Vendor/Service Provider Profiles - First Name - Middle Name - Last Name - Address - Phone Users can search by phone or address alone, or in combination with any of the name fields. If searching by name only, users must enter something in at least two of the three name fields. Valid Examples: **User enters First Name of Ken and an address of ken@example.com. Ken Able, who has that address, is returned; Ken Jones, who does not have that address, is not. **User knows the last name, but isn't sure exactly how the first name is spelled. He enters First Name A and last name Smith. All contacts whose first name starts with A (Alice, Anne, Alex) and last name starts with Smith (Smith, Smithers, Smith-Jones) are returned. **User knows that Mary Anne Jones has married, but doesn't remember the contact's new last name. She enters First Name Mary and Middle Name Anne. All contacts with that first and middle name are returned. **User knows the contact's phone number and enters (650) All contacts with that phone number are returned. Linking from the Search screen results here works the same as the automatic search that runs when adding a new contact. Let s take a look at how to organize information for each contact by going through each field of the Add/Modify screen. 409

408 An In-Depth Look at Vendor/Service Provider Profiles Contact Position: By choosing from a drop-down menu, these user-definable items can be inserted. By identifying the contact as the Sales Rep or Main Contact, agents have an advantage when talking to a vendor and can personalize their contacts. Primary Contact: By default, the box is checked for the first Traveler or Contact added to the profile, designating them as Primary. For subsequent Travelers and Contacts added, the box is unchecked by default. If a user checks the box when adding a new Traveler or Contact, designating them as Primary, then the box will automatically be unchecked for the original Primary. There can be only one Primary Traveler/Contact per profile. Last Name: Enter the legal last name of contact. First Name: Enter the first name of the contact in this field. This provides you with the correct information for booking purposes. Middle Name: Enter a middle name. Courtesy Title: Mr., Mrs., Mr. & Mrs., Ms., Dr. are all examples of courtesy titles. The drop-down menu allows you to select from a customized list. This courtesy title can printed on mail labels and letters. Birth Date: Select the month from the drop-down menu, enter the date and year. Passport Number #1 & #2: For up to 2 passports, enter contact s passport number. Expiration: Enter contact s passport expiration date in date format as listed below, or double-click on the date from the drop-down calendars. Country of Origin: Enter the passport Country of Origin from the drop-down menu. Remarks: Enter unlimited free-flowing information pertaining to this contact. Preferred Airlines/Preferred Car Rentals/Preferred Cruise Lines/Preferred Hotels/Preferred 410

409 An In-depth Look at Vendor/Service Provider Profiles Tours: Contact Travel Preferences are captured at the vendor level as well as by Travel Category. In the past when a travel preference was created for a contact it applied to the travel category, not a vendor. For example, if a contact had an air preference of business class but liked first class for one of his/her preferred airlines, there wasn't a way to capture both. Now the business class air preference can be captured as the global preference for the travel category as well as capturing first class as the preference for the specific preferred vendor. Even though preferences are now captured at the vendor level, it is not mandatory to select preferred preferences for a vendor. It is also not mandatory to select preferred vendors for a contact. To set up/modify preferences, on the Contact screen, select a contact and click Edit. Scroll down to the desired Travel Category. Each Travel Category shows a "Preferred" section that lists the vendors, with a "Preference" section underneath it. When a vendor is highlighted, the Preference section will change accordingly, displaying the preferences for that vendor. A General Preference is available to each Travel Category under Preferred. Highlight the General Preference and enter the global preferences for the category in the Preference section below it. When a preferred vendor is later added to a Travel Category, the preference settings from General Preference are defaulted as the preferences for the new vendor. Next, make adjustments to the new vendor's preferences as needed. A field, Desirability can be used as a rating for a vendor. For example, United Airlines may be a preferred airline for a corporate account but the contact traveling for the company may Dislike that airline. By entering the Desirability, if you see that the contact dislikes United, he/she could be booked on another preferred airline the corporate account uses. The Desirability field is displayed when adding or viewing a preferred vendor. Desirability options appear as a drop down to select from. Selections are: Do Not Use; Dislikes; No Preference; Favorable; or Very Favorable. All Travel Categories use the user-defined field Special Options. Under Air Preferences, Meal Preferences was renamed to Meal Type which links to a Meal Code field that was also added. Air Craft Type was also added as a preference. For Cruise Preferences, Ship Name and Departure Port were added as user defined fields and are displayed as preference options. When using contact columns for preferences in queries, the default global preferences are displayed in the query. 411

410 An In-Depth Look at Vendor/Service Provider Profiles Save/Cancel: Click Save to accept new information, or Cancel to leave area without saving changes. Activities Link Any agent can see the history of contacts made with a specific Vendor/Service Provider by clicking on the Activities link, as long as they have been granted permission. This link displays a complete history of all contacts associated with this specific vendor. Included are Notes (record of interaction with vendor), Reminders (record of scheduled past and future activities) and Mailers (record detailing mailings sent to this vendor). To add a new Note, Reminder or Mailer, click on the drop-down menu Create Activity. To modify or enhance a Note, Reminder or Mailer click Edit next to the item. Click Edit Delete to remove any item. Notice the filter buttons located directly above the Activities results screen. This allows for quick sorting of the results appearing in this link. By default ALL Activities are displayed, but options for viewing just Mailers, Notes, Reminders, or Open Reminders are available. Also, there is a Summary View and Detail View of activities in the listing. For more information on Activities including how to create them, refer to the chapters entitled, An In- Depth Look at Activities and Using the Activity Manager to Manage Your Activities. Travel History Link From this window, agents can easily review past travel purchases (which involved this vendor) as they appear in your Trams Back Office accounting system or when you start invoicing in ClientBase. Since invoices in TBO only point to a Vendor and not Service Providers, this link only appears in the 412

411 An In-depth Look at Vendor/Service Provider Profiles vendor type profiles. Filters Sort: Select the way you want data sorted by using the drop-down menu to select Issue Date, Depart Date, Travel Category, Contact Name, Agent, Invoice #, Invoice Type, Invoice Status, or Ticket Confirmation #. Issue Date: Enter the from and to Issue Date, by clicking on the drop-down menu to access a calendar and double-clicking on date, or free flow the date using a date format as listed below. Tvl Cat.: Filter the results per travel category by checking/unchecking the travel category buttons, Air, Hotel, Car, Cruise, Tour, Rail, Transport, Insurance, Service Fee, or Other. Click Search to display desired query. Also, there is a Summary View and Detail View of items in the listing. Hide Commission Totals: It is unchecked by default. Once checked, the Commission column is hidden, as is the Commission (Total/Avg.) in the header. The checkbox setting is "sticky" - once checked, it will remain checked for all profiles until it is unchecked. Groups Link Profiles may be associated with a specific group that has been created by the agency. There is no limit to how many groups one profile may be associated with. This group table is shared with Trams Back Office. To add a new group to the client s profile, click Add Group and select group name from the drop-down menu. To modify or enhance a group, click Edit next to the group entry. Click Edit next to the group entry, and then Delete to remove a group name from a profile. Attachments Link To enhance the amount and type of information accessible in a ClientBase profile, a feature is 413

412 An In-Depth Look at Vendor/Service Provider Profiles included in all profile types allowing you to point to other files available on your local or network drive. These files are referred to as Attachments. To access an attachment, click the Attachment link. To add a new Attachment click Add Attachment, and Browse for Attachment to identity the File Path of the file. The File Path includes the drive where the file is located, any directories or sub-directories, and the name of the file. Choose to compress the file by clicking in the Compression box. Enter a brief description of the attachment, if desired. Click Save. To view a saved attachment, highlight the attachment, and click Open next to the attachment. ClientBase uses Windows associations to view the file type, load the appropriate software, and retrieve the specified file. Every file has an extension (e.g.,.doc,.jpg,.bmp,.html, etc.) that must be associated with a specific Windows software program such as Word, Paint Shop Pro, Internet Explorer, etc. to be viewed. Although this association is created automatically by Windows when various software programs are installed, if a workstation does not have a software program associated with the type of file an attachment is pointing to, then the file cannot be viewed from the attachment created in ClientBase. Since a copy of the file has been stored within the ClientBase database when it is opened at a workstation, it is loaded temporarily into a temp directory. If any changes are made to the original file or the temporary file, the attachment in ClientBase must be re-directed to the new file, or the old file will still be displayed. This is done by using Edit and browsing for the updated file. Once this is done, the copy of the file saved in the ClientBase database is updated. Click Edit, then Delete, next to the attachment to remove it. 414

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415 Chapter 13 An In-Depth Look at Agent Profiles This section familiarizes you with how to setup, maintain and use Agent Profiles. Introduction Agents are employees or outside agents and agent profiles are similar to other profiles. By creating an agent profile, inside and outside agents are identified in each profile or invoice created in ClientBase or interfaced into Trams Back Office (if that is your accounting system), and that information is available in searches and reports. Management also keeps in-depth information on each of its agents for personnel and resource information. Other examples include emergency contact information, payroll and tax information, and to track expertise. For instance, a manager just had a hot scuba dive special land on her desk. She knows the agency has several customers with an interest in scuba diving, but can t recall if any of her agents have any expertise with this niche. If she has carefully maintained her agent profiles, she can simply set scuba diving as one of the marketing filters in her search. She quickly identifies just the right agent to lead her group. 417

416 An In-Depth Look at Agent Profiles Create a New Agent Profile New agent profiles can be created by clicking on the profile icon on the tool bar and selecting Agent. Want a quick way to create a profile? Use the following hot key: Alt shift A = New Agent. After clicking Create Profile, you can enter information on a new agent profile on the Quick Entry form. The Quick Entry form consists of two screens, one for the Profile and one for the Primary Contact. All Required and Optional fields are displayed, along with the basics: Profile Type, Profile Name, Last Name/First Name/Middle Name/Courtesy Title of Agent, Address, Primary Phone, Interface ID, and Branch. Required and optional fields are indicated with peach and green shading, respectively. When you click on Next, you land on the Primary Contact screen, and after a user fills in the fields and clicks Save, a search is performed behind the scenes based on the name fields and the phone and fields. If a match is found, the user is prompted with a list of the matching Traveler/ Contacts and is given the opportunity to either link the existing Traveler/Contact to the new Profile, 418

417 An In-depth Look at Agent Profiles or to cancel out and create a new Contact. If a user does not have permission to access a certain profile type, they will be unable to create profiles of that type. If a user has no permission to view a profile tab which has required fields for a certain profile type, the user will not be able to create a profile of that type. Anatomy of an Agent Profile Agent Profiles in ClientBase store an unlimited amount of information about agents. To organize all this information and make it easily accessible to all agents, each profile is made up of key areas 419

418 An In-Depth Look at Agent Profiles (Menu Bar, Header, Indicator Icons, and Information Links). Menu Bar HEADER INDICATOR ICONS INFO LINKS Let s explore each of these key areas: Menu Bar The menu bar contains links to features - Merge Options, Note, Mailer and Reminder. Merge To Document enables you to launch a Document Template from the results of a query into Wordpad, MS Word, Open Office, etc. to view, edit and print the document with all fields merged. Merge To launches an message for the profile you are in. Merge To Label enables you to create a label for this profile. You can also create a Note, Mailer, or Reminder from the menu bar for the profile you are in, or link to another profile by using the three dots next to Profile field. For complete instructions on Merge To Document, Merge to , or Merge to Label, see chapter, 420

419 An In-depth Look at Agent Profiles Putting Profiles to Work for You. Header Information The Header conveniently displays pertinent information including the current mailing address, communication entries, and Website addresses, groups, and the date it was created. Frequently confirm the accuracy of this information to ensure data is always up-to-date. Profile Indicators A profile indicator icon to the right of the arrows appear if the agent has previously booked travel. The other icon (a finger with a red string) alerts you if there are any open reminders for this agent. These icons do not appear in the profile if the agent has no open reminder or past travel history with your agency. Click on one of these icons to immediately move into that profile area, i.e. by clicking on the Travel History icon, you ll get into the Travel History link. Detailed Review of Links Each agent profile contains the following information links: General Info, Remarks, Contacts, Activities, Travel History, Groups, Attachments, PNR Entries, and More Fields. 421

420 An In-Depth Look at Agent Profiles General Info Link HEADER The General Information link displays agent data. To edit fields in this area, click Edit, make changes, and click Save. GENERAL INFO Profile Type: From the drop-down enter the profile type. Profile Name Enter the name of the agent. Any printed reports or labels can include the Company name entered in the General Info link. Name: Enter the last name of agent. Any printed reports or labels can include the First and Last Name entered in the General Info link. ADDRESS RECORDS A profile can include unlimited addresses which may be designated as Primary, Bill To, Ship To, Second Address and Alternate Address. Only one address though may be designated as Primary, one as Bill To, and one as Ship To. When creating a new address, click on Add, fill in correct address details and choose the address type(s). This area contains the following fields: Address Line 1: First line of address. Address Line 2: Second line of address. Apt/Suite: Apartment or suite number. City/State/Zip/Country: City, state, zip code, and country of the address. Description: Enter description if desired. 422

421 An In-depth Look at Agent Profiles Primary/Bill To/Ship To/Alternate: One address record can represent multiple Address Types. Check all that apply. Second Address: The Second Address choice also offers a date option. This is particularly useful because it allows entry of a specific time frame your agent may be at a Second Address. After checking box, choose months for From/To dates from drop-down menu. Save/Cancel: Click Save to accept new information or Cancel. To modify an entry, click Edit next to the address, and click Save. To remove an entry, click Edit next to the address you wish to remove, and click Delete. ADDITIONAL INFO Additional Information Interface ID: Important! This field allows the interfacing of records generated from the GDS (Front Office) to the agency accounting system (Back Office). If your agency's system requires that this field exist (for example, Trams Back Office does) then create an Interface ID as directed by the database administrator. Branch No.: For agencies with multiple branches, this field allows a user to select from a drop-down menu the branch at which this profile was created, or that you want the profile associated with. Branches are set up before program use. Salutation: The name used to greet the contact. For example, if Mr. Henry Wilkenson likes to be called Hank, enter Hank in this field. If Mrs. Emily Anderson likes to be called Mrs. Anderson, enter Mrs. Anderson in this field. Profile Status Create User/Create Date: These fields default to the system date and the user logged in at the time the profile is created. Both of these fields can be modified. Profile Status: Indicate whether a profile is Inactive from the drop-down menu. By default all profiles start with an Active status. An Inactive status is included so that you can flag a profile as inactive without having to delete the profile. When searching in the ClientBase database, only 423

422 An In-Depth Look at Agent Profiles profiles marked as Active will be included in the search. Search for Inactive Profiles by using the Advanced Search option. Save/Cancel: Click Save to accept new information or Cancel. Communication Link If no name is displayed, it is a profile-level communication entry. Notice the Marketing Permission, Invalid, and Primary indicators. Communications are sorted thus - Profile communications are listed first, then the Primary Contacts's communications, then the remaining Contact communications, in the order that the contacts are listed in the Contacts section. Within each of those divisions, Primary Communication entries are listed first, then non-primary entries. The standardized format for unlimited communication entries in ClientBase provides a platform upon which this information can be easily accessed. When creating a communication, click on Add Communication, fill in correct communication details, and click Save. This area contains the following fields: Contact: From the drop-down menu choose what contact this communication entry is connected with (if applicable). Type: Options include , Fax, Phone, Web, Facebook, Twitter, Linked In, Google Plus. Communication Type options include Social Media. This begins the first phase of social media integration. Fields are now available to begin capturing social media information in order to connect 424

423 An In-depth Look at Agent Profiles to social media profiles/page(s) in a future release.) Begin capturing information by clicking Additional Communications and click Add. Select a contact and click the drop down to choose a Type from the list. The new types for social media use are: Facebook Twitter Linked In Google Plus After choosing the Type, enter the User ID (example: facebook.com/johnsmith). User ID format will vary depending upon the social media type. Next, select a Description. User defined descriptions can be created for specific use with social media. For example, customer John Smith may have a personal profile in Facebook, along with a business page for his company. A description of "Profile" and another of "Page" could be added to differentiate between whether the User ID entered is for the customer's profile or his business page. Example Formats for capturing user's social media information: Facebook: For a profile - facebook.com/username (facebook.com/johnsmith); For a page - facebook.com/page name (facebook.com/sabretravel) Twitter: Twitter.com/username (Twitter.com/JohnSmith) Linked In: linkedin.com/pub/8/b8a/205 (Numerical string in the URL is the Linked In ID) Google Plus: plus.google.com/ (Numerical string in the URL is the Google+ ID) Just like all other communication types, social media communication types have a Marketing Permission checkbox. Marketing Permission is checked by default. Note: For s, a green check appears if the entry has been granted marketing permission. Profile s Primary: Indicate if this is the primary phone number, fax, , or Web address, since only one entry per communication type may be designated as Primary. Entry: You need only type the 7 digits of the Fax number or Phone number if in your area code, as ClientBase version adds a default country code and area code to the number when saved. For numbers outside your area code, type in the 10 digit area code and number (no other typing is necessary). For and Web entries, type these exactly as you want it to appear. Description: Choose a description if desired from drop-down menu. These options were setup by the database administrator in the Windows version of ClientBase. Save/Cancel: Click Save to accept new information or Cancel. As alternative methods of communicating with customers continue to expand (e.g. cell phones, beepers, additional s, etc.), you may find your phone tables growing increasingly lengthy for 425

424 An In-Depth Look at Agent Profiles profiles. You have the ability to maintain an unlimited number of communication entries. To modify an entry, click Edit next to the communication you wish to alter, make changes, and click Save. To remove an entry, click Edit next to the communication you wish to remove, and click Delete. Remarks Link The Remarks link provides a full-page view of the unlimited remarks and provides tremendous flexibility for entering comments in each agent profile. To add or edit a remark, click Edit Text, and click Save or Cancel. The great thing about remarks is that the first few lines can be viewed from anywhere in the profile. Contacts Link The Contact link is designed for detailed information on specific individuals who are key contacts of an agent: LOTS OF INFO IN HEADER! USE ARROWS TO PUT CONTACTS IN ANY ORDER YOU PREFER These two icons may appear in the contact header and are visual alerts of important dates:.a birthday present icon appears during the contact's birthday month and disappears once the birthday month has passed. A red exclamation point icon appears if the contact has an expired passport or credit card. Clicking on the exclamation point icon takes the user to Card record if it's an expired credit card, or to the Advanced Contact Info tab if it's an expired passport. The icon disappears when the expiration date is updated. The Contact link is designed for entering detailed information on specific agents. The link is called Traveler when working with an Leisure profile and Contacts when working within any other profile. Add a new contact by clicking Add. To modify or enhance an contact, click View in front of the contact name, and then Edit. Click Edit, then Delete to remove a contact. 426

425 An In-depth Look at Agent Profiles USING SEARCH The Search button in the Contacts screen replaces the old Copy and Paste functions in previous versions. If a user knows that the contact they want already exists in another profile in the database, they can click Search and bring up a Contact Search screen with the following fields available: - First Name - Middle Name - Last Name - Address - Phone Users can search by phone or address alone, or in combination with any of the name fields. If searching by name only, users must enter something in at least two of the three name fields. Valid Examples: **User enters First Name of Ken and an address of ken@example.com. Ken Able, who has that address, is returned; Ken Jones, who does not have that address, is not. **User knows the last name, but isn't sure exactly how the first name is spelled. He enters First Name A and last name Smith. All contacts whose first name starts with A (Alice, Anne, Alex) and last name starts with Smith (Smith, Smithers, Smith-Jones) are returned. **User knows that Mary Anne Jones has married, but doesn't remember the contact's new last name. She enters First Name Mary and Middle Name Anne. All contacts with that first and middle name are returned. **User knows the contact's phone number and enters (650) All contacts with that phone number are returned. 427

426 An In-Depth Look at Agent Profiles Linking from the Search screen results here works the same as the automatic search that runs when adding a new contact. Let s take a look at how to organize information for each contact by going through each field of the Add/Modify screen. Contact Position: By choosing from a drop-down menu, these user-definable items can be inserted. Last Name: Enter the legal last name of contact. First Name: Enter the first name of the contact in this field. This provides you with the correct information for booking purposes. Middle Name: Enter a middle name. Courtesy Title: Mr., Mrs., Mr. & Mrs., Ms., Dr. are all examples of courtesy titles. The drop-down menu allows you to select from a customized list. This courtesy title can printed on mail labels and letters. Birth Date: Select the month from the drop-down menu, enter the date and year. Passport Number #1 & #2: For up to 2 passports, enter contact s passport number. Expiration: Enter contact s passport expiration date in date format as listed below, or double-click on the date from the drop-down calendars. Country of Origin: Enter the passport Country of Origin from the drop-down menu. Remarks: Enter unlimited free-flowing information pertaining to this contact. Preferred Airlines/Preferred Car Rentals/Preferred Cruise Lines/Preferred Hotels/Preferred 428

427 An In-depth Look at Agent Profiles Tours: Contact Travel Preferences are captured at the vendor level as well as by Travel Category. In the past when a travel preference was created for a contact, it applied to the travel category, not a vendor. For example, if a contact had an air preference of business class but liked first class for one of his/her preferred airlines, there wasn't a way to capture both. Now the business class air preference can be captured as the global preference for the travel category as well as capturing first class as the preference for the specific preferred vendor. Even though preferences are now captured at the vendor level, it is not mandatory to select preferred preferences for a vendor. It is also not mandatory to select preferred vendors for a contact. To set up/modify preferences, on the Contact screen, select a contact and click Edit. Scroll down to the desired Travel Category. Each Travel Category shows a "Preferred" section that lists the vendors, with a "Preference" section underneath it. When a vendor is highlighted, the Preference section will change accordingly, displaying the preferences for that vendor. A General Preference is available to each Travel Category under Preferred. Highlight the General Preference and enter the global preferences for the category in the Preference section below it. When a preferred vendor is later added to a Travel Category, the preference settings from General Preference are defaulted as the preferences for the new vendor. Next, make adjustments to the new vendor's preferences as needed. A field, Desirability can be used as a rating for a vendor. For example, United Airlines may be a preferred airline for a corporate account but the contact traveling for the company may Dislike that airline. By entering the Desirability, if you see that the contact dislikes United, he/she could be booked on another preferred airline the corporate account uses. The Desirability field is displayed when adding or viewing a preferred vendor. Desirability options appear as a drop down to select from. Selections are: Do Not Use; Dislikes; No Preference; Favorable; or Very Favorable. All Travel Categories use the user-defined field Special Options. Under Air Preferences, Meal Preferences was renamed to Meal Type which links to a Meal Code field that was also added. Air Craft Type was also added as a preference. For Cruise Preferences, Ship Name and Departure Port were added as user defined fields and are displayed as preference options. When using contact columns for preferences in queries, the default global preferences are displayed in the query. 429

428 An In-Depth Look at Agent Profiles Save/Cancel: Click Save to accept new information, or Cancel to leave area without saving changes. Activities Link Any user can see the history of contacts made with a specific agent by clicking on the Activities link, as long as they have been granted permission. This link displays a complete history of all contacts associated with this specific agent. Included are Notes (record of interaction with agent), Reminders (record of scheduled past and future activities) and Mailers (record detailing mailings sent to this agent). To add a new Note, Reminder or Mailer, click on the drop-down menu Create Activity. To modify or enhance a Note, Reminder or Mailer click Edit next to the item. Click Edit Delete to remove any item. Notice the filter buttons located directly above the Activities results screen. This allows for quick sorting of the results appearing in this link. By default ALL Activities are displayed, but options for viewing just Mailers, Notes, Reminders, or Open Reminders are available. Also, there is a Summary View and Detail View of activities in the listing. For more information on Activities including how to create them, refer to the chapters entitled, An In- Depth Look at Activities and Using the Activity Manager to Manage Your Activities. Travel History Link From this window, agents can easily review past invoices they have generated as they appear in your Trams Back Office accounting system or when you start invoicing in ClientBase. Filters Sort: Select the way you want data sorted by using the drop-down menu to select Issue Date, Depart Date, Travel Category, Contact Name, Agent, Invoice #, Invoice Type, Invoice Status, or Ticket Confirmation #. Issue Date: Enter the from and to Issue Date, by clicking on the drop-down menu to access a calendar and double-clicking on date, or free flow the date using a date format as listed below. Tvl Cat.: Filter the results per travel category by checking/unchecking the travel category buttons, Air, Hotel, Car, Cruise, Tour, Rail, Transport, Insurance, Service Fee, or Other. Click Search to display desired query. Also, there is a Summary View and Detail View of items in the listing. Hide Commission Totals: It is unchecked by default. Once checked, the Commission column is hidden, as is the Commission (Total/Avg.) in the header. The checkbox setting is "sticky" - once checked, it will remain checked for all profiles until it is unchecked. 430

429 An In-depth Look at Agent Profiles Groups Link Profiles may be associated with a specific group that has been created by the agency. There is no limit to how many groups one profile may be associated with. This group table is shared with Trams Back Office. To add a new group to the profile, click Add Group and select group name from the drop-down menu. To modify or enhance a group, click Edit next to the group entry. Click Edit next to the group entry, and then Delete to remove a group name from a profile. Attachments Link To enhance the amount and type of information accessible in a ClientBase profile, a feature is included in all profile types allowing you to point to other files available on your local or network drive. These files are referred to as Attachments. To access an attachment, click the Attachment link. To add a new Attachment click Add Attachment, and Browse for Attachment to identity the File Path of the file. The File Path includes the drive where the file is located, any directories or sub-directories, and the name of the file. Choose to compress the file by clicking in the Compression box. Enter a brief description of the attachment, if desired. Click Save. To view a saved attachment, highlight the attachment, and click Open next to the attachment. ClientBase uses Windows associations to view the file type, load the appropriate software, and retrieve the specified file. Every file has an extension (e.g.,.doc,.jpg,.bmp,.html, etc.) that must be associated with a specific Windows software program such as Word, Paint Shop Pro, Internet Explorer, etc. to be viewed. Although this association is created automatically by Windows when various software programs are installed, if a workstation does not have a software program associated with the type of file an attachment is pointing to, then the file cannot be viewed from the attachment created in ClientBase. Since a copy of the file has been stored within the ClientBase database when it is opened at a workstation, it is loaded temporarily into a temp directory. If any changes are made to the original file or the temporary file, the attachment in ClientBase must be re-directed to the new file, or the old file will still be displayed. This is done by using Edit and browsing for the updated file. Once this is done, the copy of the file saved in the ClientBase database is updated. Click Edit, then Delete, next to the attachment to remove it. PNR Entries Link ClientBase PNR entry tables are included at the Branch, Profile, Agent, and Traveler/Contact. As a 431

430 An In-Depth Look at Agent Profiles ClientBase user, you may presently create these entries at the Profile and Agent level only. PNR entries setup at the Branch Level, as well as any number of PNR Rules (simply a way of designating how certain fields of information captured in a profile should be formatted when sent to a PNR) are setup under Tools Settings. Store any number of agent PNR Entries you want included when using the Merge to PNR feature. CRS: Choose your GDS system from the drop-down menu. Description of Entry: Enter a free-flow Description field. Always Move: By selecting True from the drop-down menu, the entry always moves when you do a merge to CRS. If False is selected, moving the entry is optional. Display on Screen: When True is selected, the entry automatically displays on the front screen when Merging to the PNR. If False is selected, the entry is displayed on the Additional Entries link. Within each PNR Entry or PNR Rule that is set to Always Move, an option is included called "Display on Screen". The PNR Selection Screen is the screen that appears when you use the Merge to PNR feature and allows you to select the specific profile data to be included and sent to the current PNR. For PNR entries that should always move regardless of the profile or PNR, this "Display on Screen" can be set to False, so that the Selection Screen is less complicated for the agent to review. Any of these entries that have not been designated to display on the selection screen can be viewed, if desired, by clicking the "Additional Entries Link" in the Merge to PNR feature. PNR Entry: Enter the PNR entry the way you would in your reservation system and then Save. For more information on moving data from ClientBase to your GDS PNR, see the chapter entitled, Putting Profiles to Work for You. More Fields Link If you want to track it, and ClientBase doesn t ask for it, here is where you can create customized fields of information. Items like Social Security Numbers, client UDID s and other miscellaneous information that you want to track, can be captured in these fields. To tag a profile with a More Field, click Edit, and from the drop-down menus next to the More Field Categories, select the More Field item you want to use. Then click Save. To untag a More Field Item, simply highlight the item and click Delete on the keyboard. Warning: More Fields are permanent fields at this point. If you are not sure you want a permanent field, use a Marketing Code or Group instead of a More Field to link similar profiles. 432

431 Chapter 14 An In-Depth Look at Other Profiles This section familiarizes you with how to setup, maintain and use Other Profiles. Introduction Other profiles are used for gathering information and maintaining history on individuals and companies that do not fit into one of the other profile categories. They are not leisure or corporate customers, vendors/service providers, or agents, but are individuals or companies with whom you do business that are usually not travel-related. The landlord, bank, utility companies, insurance provider and the post office are all examples of Other profiles. Why would you want to collect information on other profiles? When these profiles are carefully maintained, you always have current information for billing purposes and running labels. When you need help or a special favor from one of these entities, it is always helpful to have the name, phone number or of your contact person handy. Note: Most agents are probably not granted access to Other profiles, since there would be no need for them to access this information. 433

432 An In-Depth Look at Other Profiles Create a New Other Profile New Other profiles can be created by clicking on the profile icon on the tool bar and selecting Other. Want a quick way to create a profile? Use the following hot key: Alt shift O = New Other. After clicking Create Profile, you can enter information on a new Other profile on the Quick Entry form. The Quick Entry form consists of two screens, one for the Profile and one for the Primary Contact. All Required and Optional fields are displayed, along with the basics: Profile Type, Profile Name, Last Name/First Name/Middle Name/Courtesy Title, Address, Primary Phone, Interface ID, and Branch. Required and optional fields are indicated with peach and green shading, respectively. 434

433 An In-depth Look at Other Profiles When you click on Next, you land on the Primary Contact screen, and after a user fills in the fields and clicks Save, a search is performed behind the scenes based on the name fields and the phone and fields. If a match is found, the user is prompted with a list of the matching Traveler/ Contacts and is given the opportunity to either link the existing Traveler/Contact to the new Profile, or to cancel out and create a new Contact. If a user does not have permission to access a certain profile type, they will be unable to create profiles of that type. If a user has no permission to view a profile tab which has required fields for a certain profile type, the user will not be able to create a profile of that type. Anatomy of an Other Profile Other profiles in ClientBase store an unlimited amount of information about your Other entities. To organize all this information and make it easily accessible to all agents, each profile is made up of 435

434 An In-Depth Look at Other Profiles key areas (Menu Bar, Header Info, Indicator Icon, and Information links.) MENU BAR HEADER INFO INDICATOR ICON INFO LINKS Let s explore each of these key areas: Header Information The Header conveniently displays pertinent information including the current mailing address, communication entries captured for this profile, and Website addresses, and the date the profile was created. Frequently confirm the accuracy of this information to ensure data is always upto-date. Menu Bar The menu bar contains links to features - Merge Options, Note, Mailer and Reminder. Merge To Document enables you to launch a Document Template from the results of a query into 436

435 An In-depth Look at Other Profiles Wordpad, MS Word, Open Office, etc. to view, edit and print the document with all fields merged. Merge To launches an message for the profile you are in. Merge To Label enables you to create a label for this profile. You can also create a Note, Mailer, or Reminder from the menu bar for the profile you are in, or link to another profile by using the three dots next to Profile field. For complete instructions on Merge To Document, Merge to , or Merge to Label, see chapter, Putting Profiles to Work for You. Header Information The Header conveniently displays pertinent information including the current mailing address, communication entries, and Website addresses, groups, and the date it was created. Frequently confirm the accuracy of this information to ensure data is always up-to-date. Profile Indicator An icon (a finger with a red string) alerts you if there are any open reminders for this profile. This does not appear in the profile if there is no open reminder. Click the icon to immediately move into that Activities Link. Detailed Review of Links Each profile contains the following information links: General Info, Remarks, Contacts, Activities, Groups, and Attachments. 437

436 An In-Depth Look at Other Profiles General Info Link The General Information link displays profile data. Click edit to modify information. GENERAL INFO Profile Type: From the drop-down enter the Profile Type. Profile Name Enter the name of the profile. Any printed reports or labels can include the Company name entered in the General Info link. Name: Enter the last name of primary contact. Any printed reports or labels can include the First and Last Name entered in the General Info link. ADDRESS RECORDS A vendor/service provider profile can include unlimited addresses which may be designated as Primary, Bill To, Ship To, Second Address and Alternate Address. Only one address though may be designated as Primary, one as Bill To, and one as Ship To. When creating a new address, click on Add, fill in correct address details and choose the address type(s). This area contains the following fields: Address Line 1: First line of address. Address Line 2: Second line of address. Apt/Suite: Apartment or suite number. City/State/Zip/Country: City, state, zip code, and country of the address. Description: Enter description if desired. Primary/Bill To/Ship To/Alternate: One address record can represent multiple Address Types. Check all that apply. Second Address: The Second Address choice also offers a date option. This is particularly useful 438

437 An In-depth Look at Other Profiles because it allows entry of a specific time frame your contact may be at a Second Address. After checking box, choose months for From/To dates from drop-down menu. Save/Cancel: Click Save to accept new information or Cancel. To modify an entry, click Edit next to the address, and click Save. To remove an entry, click Edit next to the address you wish to remove, and click Delete. ADDITIONAL INFO Interface ID: This field is used for interfacing records from your GDS. May not be needed for Other profiles. Salutation: The name used to greet the contact. For example, if Mr. Henry Wilkenson likes to be called Hank, enter Hank in this field. If Mrs. Emily Anderson likes to be called Mrs. Anderson, enter Mrs. Anderson in this field. Branch No.: For agencies with multiple branches, this field allows a user to select from a dropdown menu the branch at which this profile was created, or that you want the profile associated with. Branches are set up before program use. PROFILE STATUS Create User/Create Date: These fields default to the system date and the user logged in at the time the profile is created. Both of these fields can be modified. Profile Status: Indicate whether a vendor profile is Inactive from the drop-down menu. By default all profiles start with an Active status. An Inactive status is included so that you can flag a vendor as inactive without having to delete the profile. When searching in the ClientBase database, only profiles marked as Active will be included in the search. Search for Inactive Profiles by using the Advanced Search option. Save/Cancel: Click Save to accept new information or Cancel. Communication Link If no name is displayed, it is a profile-level communication entry. Notice the Marketing Permission, Invalid, and Primary indicators. Communications are sorted thus - Profile communications are listed first, then the Primary Contacts's communications, then the remaining Contact communications, in the order that the contacts are listed in the Contacts section. Within each of those divisions, Primary Communication entries are listed first, then non-primary entries. The standardized format for unlimited communication entries in ClientBase provides a platform upon which this information can be easily accessed. When creating a communication, click on Add 439

438 An In-Depth Look at Other Profiles Communication, fill in correct communication details, and click Save. This area contains the following fields: Contact: From the drop-down menu choose what contact this communication entry is connected with (if applicable). Type: Options include , Fax, Phone, Web, Facebook, Twitter, Linked In, Google Plus. Communication Type options include Social Media. This begins the first phase of social media integration. Fields are now available to begin capturing social media information in order to connect to social media profiles/page(s) in a future release.) Begin capturing information by clicking Additional Communications and click Add. Select a contact and click the drop down to choose a Type from the list. The new types for social media use are: Facebook Twitter Linked In Google Plus After choosing the Type, enter the User ID (example: facebook.com/johnsmith). User ID format will vary depending upon the social media type. Next, select a Description. User defined descriptions can be created for specific use with social media. For example, John Smith may have a personal profile in Facebook, along with a business page for his company. A description of "Profile" and another of "Page" could be added to differentiate between whether the User ID entered is for the customer's profile or his business page. Example Formats for capturing user's social media information: Facebook: For a profile - facebook.com/username (facebook.com/johnsmith); For a page - facebook.com/page name (facebook.com/sabretravel) 440

439 An In-depth Look at Other Profiles Twitter: Twitter.com/username (Twitter.com/JohnSmith) Linked In: linkedin.com/pub/8/b8a/205 (Numerical string in the URL is the Linked In ID) Google Plus: plus.google.com/ (Numerical string in the URL is the Google+ ID) Just like all other communication types, social media communication types have a Marketing Permission checkbox. Marketing Permission is checked by default. Note: For s, a green check appears if the entry has been granted marketing permission. Profile s Primary: Indicate if this is the primary phone number, fax, , or Web address, since only one entry per communication type may be designated as Primary. Entry: You need only type the 7 digits of the Fax number or Phone number if in your area code, as ClientBase version adds a default country code and area code to the number when saved. For numbers outside your area code, type in the 10 digit area code and number (no other typing is necessary). For and Web entries, type these exactly as you want it to appear. Description: Choose a description if desired from drop-down menu. These options were setup by the database administrator in the Windows version of ClientBase. Save/Cancel: Click Save to accept new information or Cancel. As alternative methods of communicating with customers continue to expand (e.g. cell phones, beepers, additional s, etc.), you may find your phone tables growing increasingly lengthy for profiles. You have the ability to maintain an unlimited number of communication entries. To modify an entry, click Edit next to the communication you wish to alter, make changes, and click Save. To remove an entry, click Edit next to the communication you wish to remove, and click Delete. Remarks Link The Remarks link provides a full-page view of the unlimited remarks and provides tremendous flexibility for entering comments in each vendor/service provider profile. To add or edit a remark, click Edit Text, and click Save or Cancel. The great thing about remarks is that the first few lines can be viewed from anywhere in the profile. Contacts Link Lots of info in header! The up and down arrows allow you to put entries in order you prefer. Click Resort Sorting to put in alphabetical order. The Contact link is designed for detailed information on specific individuals who are key contacts 441

440 An In-Depth Look at Other Profiles for this entity. These two icons may appear in the Contact header and are visual alerts of important dates:.a birthday present icon appears during the contact's birthday month and disappears once the birthday month has passed. A red exclamation point icon appears if the contact has an expired passport or credit card. Clicking on the exclamation point icon takes the user to Card record if it's an expired credit card, or to the Advanced Contact Info tab if it's an expired passport. The icon disappears when the expiration date is updated.the Contacts link is designed for entering detailed information on specific individuals who are part of a particular profile. The link is called Traveler when working with an Leisure profile, and Contacts when working within any other profile. Add a new contact by clicking Add. To modify or enhance an contact, click View in front of the contact name, and then Edit. Click Edit, then Delete to remove a contact. 442

441 An In-depth Look at Other Profiles USING SEARCH The Search button in the Contacts screen replaces the old Copy and Paste functions in previous versions. If a user knows that the contact they want already exists in another profile in the database, they can click Search and bring up a Contact Search screen with the following fields available: - First Name - Middle Name - Last Name - Address - Phone Users can search by phone or address alone, or in combination with any of the name fields. If searching by name only, users must enter something in at least two of the three name fields. Valid Examples: **User enters First Name of Ken and an address of ken@example.com. Ken Able, who has that address, is returned; Ken Jones, who does not have that address, is not. **User knows the last name, but isn't sure exactly how the first name is spelled. He enters First Name A and last name Smith. All contacts whose first name starts with A (Alice, Anne, Alex) and last name starts with Smith (Smith, Smithers, Smith-Jones) are returned. **User knows that Mary Anne Jones has married, but doesn't remember the contact's new last name. She enters First Name Mary and Middle Name Anne. All contacts with that first and middle name are returned. **User knows the contact's phone number and enters (650) All contacts with that phone number are returned. 443

442 An In-Depth Look at Other Profiles Linking from the Search screen results here works the same as the automatic search that runs when adding a new contact. Let s take a look at how to organize information for each contact by going through each field of the Add/Modify screen. Contact Position: By choosing from a drop-down menu, these user-definable items can be inserted. Primary Contact: By default, the box is checked for the first Traveler or Contact added to the profile, designating them as Primary. For subsequent Travelers and Contacts added, the box is unchecked by default. If a user checks the box when adding a new Traveler or Contact, designating them as Primary, then the box will automatically be unchecked for the original Primary. There can be only one Primary Traveler/Contact per profile. Last Name: Enter the legal last name of contact. First Name: Enter the first name of the contact in this field. Middle Name: Enter a middle name. Courtesy Title: Mr., Mrs., Mr. & Mrs., Ms., Dr. are all examples of courtesy titles. The drop-down menu allows you to select from a customized list. This courtesy title can printed on mail labels and letters. Birth Date: Select the month from the drop-down menu, enter the date and year. Passport Number #1 & #2: For up to 2 passports, enter contact s passport number. Expiration: Enter contact s passport expiration date in date format as listed below, or double-click on the date from the drop-down calendars. 444

443 An In-depth Look at Other Profiles Country of Origin: Enter the passport Country of Origin from the drop-down menu. Remarks: Enter unlimited free-flowing information pertaining to this contact. Preferred Airlines/Preferred Car Rentals/Preferred Cruise Lines/Preferred Hotels/Preferred Tours: Contact Travel Preferences are captured at the vendor level as well as by Travel Category. In the past when a travel preference was created for a contact it applied to the travel category, not a vendor. For example, if a contact had an air preference of business class but liked first class for one of his/her preferred airlines, there wasn't a way to capture both. Now the business class air preference can be captured as the global preference for the travel category as well as capturing first class as the preference for the specific preferred vendor. Even though preferences are now captured at the vendor level, it is not mandatory to select preferred preferences for a vendor. It is also not mandatory to select preferred vendors for a contact. To set up/modify preferences, on the Contact screen, select a contact and click Edit. Scroll down to the desired Travel Category. Each Travel Category shows a "Preferred" section that lists the vendors, with a "Preference" section underneath it. When a vendor is highlighted, the Preference section will change accordingly, displaying the preferences for that vendor. A General Preference is available to each Travel Category under Preferred. Highlight the General Preference and enter the global preferences for the category in the Preference section below it. When a preferred vendor is later added to a Travel Category, the preference settings from General Preference are defaulted as the preferences for the new vendor. Next, make adjustments to the new vendor's preferences as needed. A field, Desirability can be used as a rating for a vendor. For example, United Airlines may be a preferred airline for a corporate account but the contact traveling for the company may Dislike that airline. By entering the Desirability, if you see that the contact dislikes United, he/she could be booked on another preferred airline the corporate account uses. The Desirability field is displayed when adding or viewing a preferred vendor. Desirability options appear as a drop down to select from. Selections are: Do Not Use; Dislikes; No Preference; Favorable; or Very Favorable. All Travel Categories use the user-defined field Special Options. Under Air Preferences, Meal Preferences was renamed to Meal Type which links to a Meal Code field that was also added. Air 445

444 An In-Depth Look at Other Profiles Craft Type was also added as a preference. For Cruise Preferences, Ship Name and Departure Port were added as user defined fields and are displayed as preference options. When using contact columns for preferences in queries, the default global preferences are displayed in the query. Save/Cancel: Click Save to accept new information, or Cancel to leave area without saving changes. Activities Link Anyone can see the history of contacts made with this particular entity as long as they have been granted permission. This link displays a complete history of all contacts associated with this specific vendor. Included are Notes (record of interaction with entity), Reminders (record of scheduled past and future activities) and Mailers (record detailing mailings sent to this entity). To add a new Note, Reminder or Mailer, click on the drop-down menu Create Activity. To modify or enhance a Note, Reminder or Mailer click Edit next to the item. Click Edit Delete to remove any item. Notice the filter buttons located directly above the Activities results screen. This allows for quick sorting of the results appearing in this link. By default ALL Activities are displayed, but options for viewing just Mailers, Notes, Reminders, or Open Reminders are available. Also, there is a Summary View and Detail View of activities in the listing. For more information on Activities including how to create them, refer to the chapters entitled, An In- Depth Look at Activities and Using the Activity Manager to Manage Your Activities. Groups Link Profiles may be associated with a specific group that has been created by the agency. There is no limit to how many groups one profile may be associated with. This group table is shared with Trams Back Office. To add a new group to the profile, click Add Group and select group name from the drop-down menu. To modify or enhance a group, click Edit next to the group entry. Click Edit next to the group entry, and then Delete to remove a group name from a profile. Attachments Link To enhance the amount and type of information accessible in a ClientBase profile, a feature is included in all profile types allowing you to point to other files available on your local or network drive. These files are referred to as Attachments. To access an attachment, click the Attachment link. To add a new Attachment click Add Attachment, and Browse for Attachment to identity the File Path of the file. The File Path includes the drive where the file is located, any directories or sub-directories, and the name of the file. Choose to compress the file by clicking in the Compression box. Enter a brief description of the attachment, if desired. 446

445 An In-depth Look at Other Profiles Click Save. To view a saved attachment, highlight the attachment, and click Open next to the attachment. ClientBase uses Windows associations to view the file type, load the appropriate software, and retrieve the specified file. Every file has an extension (e.g.,.doc,.jpg,.bmp,.html, etc.) that must be associated with a specific Windows software program such as Word, Paint Shop Pro, Internet Explorer, etc. to be viewed. Although this association is created automatically by Windows when various software programs are installed, if a workstation does not have a software program associated with the type of file an attachment is pointing to, then the file cannot be viewed from the attachment created in ClientBase. Since a copy of the file has been stored within the ClientBase database when it is opened at a workstation, it is loaded temporarily into a temp directory. If any changes are made to the original file or the temporary file, the attachment in ClientBase must be re-directed to the new file, or the old file will still be displayed. This is done by using Edit and browsing for the updated file. Once this is done, the copy of the file saved in the ClientBase database is updated. Click Edit, then Delete, next to the attachment to remove it. 447

446 An In-Depth Look at Other Profiles 448

447 Chapter 15 An In-Depth Look at PNR Import This chapter provides a detailed overview of using the PNR Import feature in ClientBase. PNR Import is currently available for Amadeus, Apollo/Galileo, Sabre and Worldspan. Reservations stored within an Amadeus, Apollo/Galileo, Sabre, or Worldspan PNR can be imported into ClientBase, and new reservation records can be created within the reservation tab of the Res Card. Once the new reservations reside in the Res Card, print out trip proposals, itineraries, or add additional reservations using Live Connect and generate invoices. Note for every GDS: For troubleshooting purposes, PNR Import for each GDS can create a copy of the file being imported and saved locally for review. To automatically create a PNR Import log file, create the following directory on your workstation: My Documents\Trams\ClientBase. Each time PNR Import is performed the ImportLog.txt file will be overwritten with the current PNR. PNR Import For Amadeus The PNR Import for Amadeus takes air, car, hotel and rail segments included in an Amadeus PNR and imports them into ClientBase Res Card reservation records. (For tour and cruise reservations, use Live Connect instead of the PNR Import.) Amadeus uses the Amadeus Selling Platform (see the section about the traditional command pages in Amadeus) as you ll need that to work with merge/import. If you are on terminal services and CB is not then use the clipboard. Setup Instructions 1) For all users, download the following cbbcomps.exe: 2) Run on each workstation to install and register the necessary GDS files for this feature to work. 3) Verify your APS or Vista +Script tool is activated. Steps To Import a PNR from Amadeus 1) Be sure you are currently logged into both Amadeus and ClientBase. 2) Create a new Res Card or open an existing Res Card within the appropriate client profile in ClientBase. 1/21/15 449

448 An In-Depth Look at PNR Import 3) Click on the PNR Import button on the main Res Card menu bar. 4) Select Amadeus from the drop down list in the GDS field. 5) Enter the desired Record Locator or leave the Record Locator field blank to import the current, active PNR. 6) Click Next. Multiple Reservations may be included in one PNR, therefore, multiple reservations may be imported as a result of the PNR import. All segments of an air itinerary will be imported into one reservation, but additional car and hotel reservations will be imported into separate reservation records. Each reservation imported into ClientBase must link to an existing Vendor profile within your ClientBase database. To locate the appropriate Vendor profile and automatically link to it, the system uses the Interface ID within the CRS and matches to an Interface ID within your Vendor profiles. - If it finds a Vendor profile with the same Interface ID, it imports the Reservation automatically. - If it does not find the Interface ID, then a prompt appears indicating the Interface ID it could not find. Use the Select Vendor field to query your Vendor profiles and manually attach the reservation to the proper Vendor profile. If the Vendor is not in your database then use the Create Vendor and add the Vendor profile accordingly. Avoid accidentally creating duplicate Vendor profiles by making sure 1/21/15 450

449 An In-Depth Look at PNR Import Interface ID's are captured properly within the Vendor profiles you work with frequently. - If it finds multiple matches on vendor ID, use the Select Vendor field to query. Special Note: When a PNR is imported from a GDS, the Invoiced Outside of CB is checked by default and the reservation amount is not included in the uninvoiced balance. This keeps the reservation from being invoiced twice. The Amadeus PNR import updates existing reservations. If the same PNR is imported multiple times, the systems now looks at the rec locator, vendor and confirmation number, and if all match, then it updates the existing reservation rather than appending it as another new reservation. PNR Import For Apollo/Galileo This feature takes air, car, hotel, and rail segments included in an Apollo/Galileo PNR and imports them into ClientBase Res Card reservation records. (For tour and cruise reservations, use Live Connect instead of the PNR Import.) Although ViewPoint does not need to be used to create or retrieve the PNR, it needs to be running in the background, as it is a View Point tool that we are utilizing that turns the PNR segments into a file that ClientBase can then parse and import into reservation records. Setup Instructions For all users, download the following cbbcomps.exe and register the necessary files, including the Connection ID, for this feature to work: Steps to Import an Apollo/Galileo PNR To import a PNR from Apollo/Galileo take the following steps: 1) Be sure you have Viewpoint and ClientBase running on your set. (Again, you don't need to use Viewpoint to create or retrieve your PNR, you can use Focal Point to do your PNR work, you just need Viewpoint running). 2) Create a new Res Card or open an existing Res Card within the appropriate client profile in ClientBase. 1/21/15 451

450 An In-Depth Look at PNR Import 3) Click on the PNR Import button on the main Res Card menu bar. 4) Select Apollo/Galileo from the drop down list in the GDS field. Leave the Record Locator field blank to import the current, active PNR in Viewpoint into ClientBase. (If you are using Focal Point, whatever PNR is active in Focal Point will also automatically be active in Viewpoint.) 5) Click the Next button. Multiple Reservations may be included in one PNR, therefore multiple reservations may be imported as a result of the PNR import. All segments of an air itinerary will be imported into one Reservation, but additional car and hotel reservations will be imported into separate reservation records. Each reservation imported into ClientBase must link to an existing Vendor profile within your ClientBase database. To locate the appropriate Vendor profile and automatically link to it, the system uses the Interface ID within the CRS and matches to an Interface ID within your Vendor profiles. - If it finds a Vendor profile with the same Interface ID, it imports the Reservation automatically. - If it does not find the Interface ID, then a prompt appears indicating the Interface ID it could not find. Use the Select Vendor field to query your Vendor profiles and manually attach the reservation to the proper Vendor profile. If the Vendor is not in your database then use the Create Vendor and add the Vendor profile accordingly. Avoid accidentally creating duplicate Vendor profiles by making sure 1/21/15 452

451 An In-Depth Look at PNR Import Interface ID's are captured properly within the Vendor profiles you work with frequently. - If it finds multiple matches on vendor ID, use the Select Vendor field to query. Special Note: When a PNR is imported from a GDS, the Invoiced Outside of CB is checked by default and the reservation amount is not included in the uninvoiced balance. This keeps the reservation from being invoiced twice. The Apollo/Galileo PNR import update existing reservations. If the same PNR is imported multiple times, the systems now looks at the rec locator, vendor and confirmation number, and if all match, then it updates the existing reservation rather than appending it as another new reservation. Trams Back Office Users and the Apollo PNR Import When importing a PNR from Apollo, if you want to invoice in ClientBase rather than invoice in Apollo, drive the invoice and ticket using the HB:DTD command. This generates a ticket without creating a MIR (interface record). After importing the PNR into ClientBase, generating the invoice from ClientBase sends the air information (and any other items on the invoice) to Trams Back Office automatically. Uncheck the Invoiced Outside of CB checkbox and invoice in ClientBase. Using this procedure eliminates duplicate invoices in Trams Back Office. PNR Import For Sabre This feature takes air, car, hotel, cruise, tour and rail segments included in a Sabre PNR and imports them into ClientBase Res Card reservation records. Sabre workstations must be running Sabre Red work area. Setup Instructions For all users, download the following cbbcomps.exe and register the necessary files, including the Connection ID, for this feature to work: Sabre Red Workspace Users: An API is the tool ClientBase uses to connect to the Sabre Host. In order for PNR Import (and Merge to PNR) to work, you must enable the Sabre Emulator API within Sabre Red. Select Tools Options Sabre System Advanced and check Sabre Emulator API: ClientBase Online Sabre Red Users: Find ClientBase Online in Sabre Red. 1/21/15 453

452 An In-Depth Look at PNR Import Steps to Import a Sabre PNR To import a PNR from Sabre take the following steps: 1) Be sure you are currently logged into both Sabre and ClientBase. 2) Create a new Res Card or open an existing Res Card within the appropriate client profile in ClientBase. 3) Click on the PNR Import button on the main Res Card menu bar. 4) Select your GDS from the drop-down list in the GDS field. 5) Enter the desired Record Locator or leave the Record Locator field blank to import the current, active PNR. 6) Select the proper Connect Type. All GDSs except Worldspan should select API. Worldspan should use the clipboard. Multiple Reservations may be included in one PNR, therefore multiple reservations may be imported as a result of the PNR import. All segments of an air itinerary will be imported into one Reservation, but additional car and hotel reservations will be imported into separate reservation records. Each reservation imported into ClientBase must link to an existing Vendor profile within your ClientBase database. To locate the appropriate Vendor profile and automatically link to it, the system 1/21/15 454

453 An In-Depth Look at PNR Import uses the Interface ID within the CRS and matches to an Interface ID within your Vendor profiles. - If it finds a Vendor profile with the same Interface ID, it imports the Reservation automatically. - If it does not find the Interface ID, then a prompt appears indicating the Interface ID it could not find. Use the Select Vendor field to query your Vendor profiles and manually attach the reservation to the proper Vendor profile. If the Vendor is not in your database then use the Create Vendor and add the Vendor profile accordingly. Avoid accidentally creating duplicate Vendor profiles by making sure Interface ID's are captured properly within the Vendor profiles you work with frequently. - If it finds multiple matches on vendor ID, use the Select Vendor field to query. Special Note: When a PNR is imported from a GDS, the Invoiced Outside of CB is checked by default and the reservation amount is not included in the uninvoiced balance. This keeps the reservation from being invoiced twice. The Sabre PNR import brings in cruise and tour segments in addition to air, rail, car and hotel segments. Keep in mind that the PNR import only parses and imports the data contained in cruise and tour segments, not the accounting lines. If the cruise or tour segment is formatted to include pricing information then the price is imported, if pricing is formatted as a remark, then the price is imported to remarks and the pricing fields in the ClientBase reservation must be manually entered. The Sabre PNR import update existing reservations. If the same PNR is imported multiple times, the systems now looks at the rec locator, vendor and confirmation number, and if all match, then it updates the existing reservation rather than appending it as another new reservation. Trams Back Office Users and the Sabre PNR Import Trams Back Office customers need to make decisions on how they are going to handle what's being invoiced in Sabre and conversely in ClientBase. Problem: You create a PNR and then import it into ClientBase - for example a ticket and service fee. Next you create an invoice with those items which automatically land in Trams Back Office with a ClientBase generated invoice number. Now you need to drive the ticket and service fee in Sabre in order to generate the ticket and MCO for the service fee. When you interface to Trams, you now have 2 invoices in Trams with different invoice numbers (one generated by ClientBase, the other by Sabre). There is no option with Sabre to drive just a ticket without generating an invoice number and interface record. Solutions: Option 1 - Drive the invoice for air and services fees from Sabre. Drive any other bookings from ClientBase. Example Bookings - Air, Cruise or Tour, Service Fee 1. Once the data has been imported to the Res Card, uncheck the box, Include Summary of All Reservations, so that only the invoiced items show on the ClientBase invoice. If there is a cruise or tour on the Res Card in conjunction with air and service fee, just invoice the cruise or tour from the Res Card. 2. Drive the ticket and MCO for the service fee from Sabre. Results: You have 2 invoices for the customer and 2 invoices in TBO (one from ClientBase and one from Sabre). There is an un-invoiced amount on the Res Card for the air and service fee. Option 2 - Create a separate POS queue in Sabre. Sabre may charge the agency to set this up as it is considered an additional "device." 1. The agency imports the PNR to the Res Card. 2. The agency drives the invoice in Sabre (to generate the ticket and MCO) with the command to send this interface record to an alternate POS queue. 1/21/15 455

454 An In-Depth Look at PNR Import POS Queue #1 - This queue transmits interface records to Trams Back Office that are NOT imported into the Res Card. POS Queue #2 - This queue holds interface records that were imported into the Res Card - hence they will never DX transmit this queue. Sabre needs to clean the records out of this queue periodically. Results: The agency would have one invoice with all bookings in the Res Card on it to give to the customer and one invoice in Trams Back Office. Set Up PNR Import For Worldspan This feature takes air, car, hotel, cruise, tour and rail segments included in a Worldspan PNR and imports them into ClientBase Res Card reservation records. Contact your Worldspan Account Manager to enable a DIR Device, assign you a unique agent Pool Name, and provide you with a unique agency Connection ID. Worldspan has waived all fees associated with enabling these features for ClientBase customers. Setup Instructions 1) Contact your Worldspan Account Manager to enable a DIR Device, assign you a unique agency Pool Name, and Obtain a unique agency Connection ID. 2) Your unique agency Connection ID needs to be added to a registry setting at each workstation from which you plan to run ClientBase. To set this registry setting from each workstation, download the following cbbcomps.exe and register the necessary files, including the Connection ID, for this feature to work: 3) ClientBase needs to pass an Agent Sine, and your Agency Pool Name to Worldspan when PNR Import is performed. To set this so it defaults automatically, you can enter each Agent Sine and Agency Pool Name into each User Login record. To do this, have each User log into ClientBase and go to Tools My Login PNR Import. Click Add and set the CRS to Worldspan, entering agent's login Sine into Agent Sine, and Agency Pool Name into the field Pool Name. Each time this User performs a PNR Import the Agent Sine and Agency Pool Name default automatically. The SYSDBA can also enter this information into each User Login record by logging into ClientBase as the SYSDBA and going to Tools Settings User Logins and retrieving each Login record and updating accordingly. Special Note: Worldspan has changed the way agents log into Worldspan. Previously agents used the format BSI$1234RE/GS and ClientBase used this sine in setup under Tools MyLogin PNR Import as 1234RE/GS to work with the PNR Import feature. Worldspan now has agents changing the format of their login to 8-12 character with at least one character being numeric and they now have to add a slash and a password. This password changes every 90 days. Agents will need change their sine in ClientBase to the following format 1234RE/GS/Password, inserting their true password in that entry. Without changing this in ClientBase, PNR Import will not work. For agents who do not want to change the password every 90 days, they can complete Worldspan's Password Exemption Qualification Request Form and file for exemption. Steps to Import a Worldspan PNR To import a PNR from Worldspan take the following steps: 1) Create a new Res Card or open an existing Res Card within the appropriate client profile in 1/21/15 456

455 An In-Depth Look at PNR Import ClientBase. 2) Click on the PNR Import button on the main Res Card menu bar. 3) Select Worldspan from the drop down list in the GDS field. 4) Enter the desired Record Locator and be sure the Agent Sine default is complete or enter your agent sine/gs (i.e 9999DS/GS). 5) Click the Next button. Each reservation imported into ClientBase must link to an existing Vendor profile within your ClientBase database. To locate the appropriate Vendor profile and automatically link to it, the system uses the Interface ID within the CRS and matches to an Interface ID within your Vendor profiles. - If it finds a Vendor profile with the same Interface ID, it imports the Reservation automatically. - If it does not find the Interface ID, then a prompt appears indicating the Interface ID it could not find. Use the Select Vendor field to query your Vendor profiles and manually attach the reservation to the proper Vendor profile. If the Vendor is not in your database then use the Create Vendor and add the Vendor profile accordingly. Avoid accidentally creating duplicate Vendor profiles by making sure Interface ID's are captured properly within the Vendor profiles you work with frequently. 1/21/15 457

456 An In-Depth Look at PNR Import - If it finds multiple matches on vendor ID, use the Select Vendor field to query. Special Note: When a PNR is imported from a GDS, the Invoiced Outside of CB is checked by default and the reservation amount is not included in the uninvoiced balance. This keeps the reservation from being invoiced twice. 1/21/15 458

457 Chapter 16 Synchronize the Primary Database with a Trams Hosted Copy This section provides an overview of synchronization of primary location s database on Trams Hosted Server, and frequently asked questions. What Is ClientBase Synchronization? The ClientBase Synchronization utility provides you with the ability to create a copy of your ClientBase database and place it on a Trams Hosted Server so it can be accessed for either CBMS (ClientBase Marketing Services) purposes, or Hosted ClientBase Browser (CBB) or ClientBase Online (CBO) purposes. Changes made to either your primary ClientBase database or the sync copy are then passed back and forth automatically via an on-going synchronization routine. What is Trams Sync Web Service? The Trams Sync Web Service acts as an intelligent automatic "Post Office" where a copy of your database file is stored or hosted. After a relatively easy initial Sync Out setup of your primary database with timed scheduling (performed by the Trams Implementation team), the Trams Web Service actually picks up or delivers any updates to your database automatically. After you have signed up to use this service and obtain a User Name and Password, a Trams Implementer guides you through the initial setup and scheduled routines. How It Works Your entire PRIMARY database and all the information connected to Profiles, Activities, Res Cards and Invoices can be Sync d out to the Trams Sync Web Service where it is hosted by use of a one time Initial Sync Out using the ClientBase sync utility. An ongoing sync routine is then created using the Windows Task Scheduler that automatically updates both the primary and copy database with any changes users have made to them. 1/21/15 459

458 Synchronizing with Trams Hosted Copy Synchronization Frequently Asked Questions What Can I Do in the Primary database That I Can t Do in the Sync Copies? There are certain settings and routines that must be done from the Primary database and have been disabled within the sync copies for data integrity purposes. Below is a complete listing of what you can only do from the Primary database: Update all Agency Settings Update all Branch Settings in the Utilities Menu (except Invoice/Refund # s, these must sync out in the sync copy) Use the Profile Import to import Marketing Codes (all other aspects of Profile Import can be done on a ClientBase Browser or ClientBase Online sync database). Log into Trams Back Office Note: The only thing a sync'd copy can do in their database is create User Logins, Change Branch Info including Invoice/Refund #'s (but not formats), and Enter Access Codes. Where Can I Find Information in My Program Concerning Sync? Program information including version, serial number, and sync items is found under Tools /About. Also you can find the last Sync Out/In date and time. What If I Change the Same Profile in Each Database Between Synchronizations? Adding new profiles, activities and Res Cards to each database between synchronizations of course results in the combination of all new records in both databases after synchronization. Adding new records to the same profile (new Communication entries, Traveler/Contact entries, Cards, Activities, Res Cards etc.) in each database between synchronizations also results in the combination of all new records in that single profile in both databases after synchronization. But, what if the same record within an existing profile (same Communication entry, Traveler/Contact entry, Card, Activity, Res Card etc.) is updated in each database between synchronization? Updating the same existing record within the same profile (the same phone entry, or card entry, or traveler entry or Activity, etc.) in each database between synchronizations results in only the update that occurred latest in time after the synchronization is performed. For example, if the traveler record for Christine Anderson is updated with a Courtesy Title at 9:00 a.m. in the primary database, and the same traveler record for Christine Anderson is updated with a Gender at 10:00 a.m. in the sync copy database and synchronization takes place at 11:00 a.m., the result includes a Gender but no Courtesy Title in Christine Anderson s family record. A record is defined as any screen that includes an OK, Cancel or Apply button and all the fields included in that screen. To avoid the possible loss of data, we recommend you limit each location to only viewing and adding records to profiles that are not assigned to its branch. Avoid updating records that are part of a profile that is not assigned to your branch. We also recommend synchronizing databases on a frequent, regular schedule. Synchronizing databases on a frequent basis (daily) also minimizes the chances of updating the same record between synchronizations and possibly losing data. What Happens If I Delete a Record in One Database and Before Synchronizing, Change the Record in the Other Database? Deletions win. Regardless of the time stamp on the modifications, once both databases are 1/21/15 460

459 Synchronizing with Trams Hosted Copy synchronized the record is deleted. The exception would be in the case of modifying a profile by adding an invoice and then deleting the profile from the other database between synchronizations. What Does NOT Synchronize? Workstation Defaults and certain Trams Back Office data including Journal Entries and all General Ledger information other than the End of Period To Date do NOT synchronize. Do Invoices Generated from the Res Card in the Sync Copy Database Synchronize to the Primary Database? Yes and visa versa. If you plan to use the ClientBase Res Card invoicing feature, some setup needs to be done within each database before beginning the on-going sync routine. Each database needs to create a unique starting Invoice number series for each Branch record. This is because the invoice numbers issued through the ClientBase Res Card increment by one each time an invoice is issued and to avoid duplicate invoice numbers (which go to unresolved and do not get processed by the synchronization routine), a unique series needs to be established in both the Primary Database and the Sync Copy Database. This can be done by going to the Utilities menu, selecting the Branch menu and retrieving each Branch Record you plan to use. Within the General Branch Info tab, enter a unique Next Sales Invoice No and a unique Next Refund Invoice No. This needs to be done in both the Primary Database and the Sync Copy database and different starting numbers should be used in each. What If I Do an End of Period in My Primary database, and Before I Sync Out to My Branch Database, Someone in the Branch Office Generates an Invoice from the Res Card Within That Same Closed Period? The branch database knows the last End of Period Through date and does not allow Users to issue invoices within that time frame. In this case though, since the End of Period date has not yet synchronized to the branch, the Res Card allows the User to generate the invoice. After synchronizing that file out of the branch and upon synchronizing the file into the main office, the synchronization program detects the invoice within the closed period and stops the synchronization process; therefore, not allowing that sync file to be synchronized until the End of Period is voided in the Primary database. Since the branch database does not have a way of voiding the invoice, even if that is the desired result, you need to void the End of Period in the Primary database, so that you can Sync In the branch sync file. After syncing in the file, you can then void the Invoice using the Primary database, or reissue your End of Period if the invoice belongs. Can I Log into Trams Back Office From Any Database Other Than the Primary Database? As mentioned above, no. You can only connect to the Primary Database using the Trams Back Office program, as synchronization was designed for ClientBase not Trams Back Office. Important Note: Although you cannot log into your Sync Copy Database with the Trams Back Office program (Tramswin.exe), if your agency uses Trams Back Office you do need to keep your Sync Copy database upgraded to the same version your Primary database is running. Therefore, anytime you install a Trams Back Office update in your Primary location, you will need to run the update in your Sync Copy location as well. How Do I Allocate Inventory Across Sync Primary and Sync Copy Databases In the past, agencies that have been synchronizing with another location were limited to creating and pulling from inventory in only the Primary location. The reason for this limitation was because of the potential to oversell inventory between synchronization processes. To overcome this danger, ClientBase has the ability to allocate available inventory across your various sync databases. Sync activated databases have an additional entry tab in Inventory Details, called Sync Database 1/21/15 461

460 Synchronizing with Trams Hosted Copy Allocation.: Upon creating new Inventory (or updating existing Inventory) look at the count within the Available Inventory field. Determine if this inventory should be re-allocated to other sync locations (databases) to facilitate better sales of this inventory. Click the Sync Database Allocation tab and Re-allocate to re-allocate any quantity available from your current database to any other Sync Copy database. The system allocates the inventory to the database the user is connected to. When an agent Pulls From Inventory, they are only able to pull inventory allocated to the database they are connected to. As agents use the inventory feature within the Res Card, if they determine that they have a client interested in inventory that is no longer available, they click the View Inventory Record and the Sync Database Allocation tab to see if there is available inventory in other locations (databases). If so they may suggest re-allocated some of that available inventory to locations (databases) that no longer have any available to them. To re-allocate inventory from one location (database) to another, you must connect to the database that has the available inventory. You can only re-allocate inventory from the database you are connecting to and you can only re-allocate inventory of the database has available inventory records to re-allocate. ***Important Note for agencies syncing to CBB Hosted and CBO: If you are synchronizing to the Hosted ClientBase Browser application or ClientBase Online, DO NOT allocate inventory to that database unless you are OK with not being able re-allocate it back out of CBB/CBO! ClientBase Browser and ClientBase Online do not yet include the Inventory Manager and therefore does not have the ability to re-allocate its unused available inventory back to other databases. This means any inventory allocated to CBB Hosted or CBO, will have to be sold via CBB/CBO. 1/21/15 462