Travel queues are essentially digital holding areas where bookings are routed based on specific criteria, such as ticketing deadlines, booking changes, or error messages. Properly managing these queues is vital for travel agencies to maintain control over their bookings, resolve issues promptly, and ensure timely ticketing.
In this lesson, you’ll learn about the required queues that are fundamental to the system, as well as other queues that can be customized to fit your agency's specific needs. Additionally, we'll cover how to add an alternate queue set, allowing you to further refine your queue management strategy.
When creating an Agency Booking Configuration the following queues are required:
- Ticketing
- Approval hold
- Cancel
The ticketing queue is where Concur Travel stores completed reservations made online. All other queues must be enabled if specific functionality is being activated in the Travel Configuration. For example, when you enable Allow Ticket Void in the Travel Configuration, you must also add a Voided Ticket Queue.
The following screenshot shows the Default Queues section, with required queues in red. All other queues are optional.
There are two settings you can enable for the queues:
- Reporting Enabled – Enabled by default, do not make any changes unless otherwise notified by SAP Concur.
- Retrieve extra itineraries per queue reader run
Be aware that if using Amadeus GDS, reporting can’t be enabled without Amadeus Web Services.
Note
To learn more about each queue type, review the following table.
| Queue Name | Description |
|---|---|
| Ticketing | PNRs are placed in this queue to be ticketed by an agent. |
| Approval hold | Unticketed PNRs are placed in this queue when manager or designated approver, approval is required. |
| Cancel | Unticketed PNRs are placed in this queue when a user requests to cancel an itinerary. Travel cancels the itinerary and all segments and then sends the PNR to this queue. |
| In Process (Now Optional and SCAN Saver) | All newly created PNRs are placed in this queue prior to user hold, approval hold, or ticketing. |
| Testing | This queue is not currently being used. |
| Report Queue | Sabre, Worldspan, and Amadeus. Concur Travel places all traditional and interactive PNRs in the Report Queue to consolidate them into reports. Configure your setup to automatically send all PNRs to the Report Queue upon ticketing or reservation changes. Before entering the Report Queue Pseudo City and Queue in the travel agency configuration, verify that the travel agency and Concur Travel have completed all branch access steps. |
| Report Error Queue | Sabre, Worldspan, and Amadeus Concur Travel places PNRs that it cannot parse in this queue for later processing. Ensure this queue is different from the Report Queue and requires a prefatory. The agency should not place anything in this queue. Before entering the Report Error Queue Pseudo City and Queue in the travel agency configuration, verify that the travel agency and Concur Travel have completed all branch access steps. This queue must reside on the same PCC as its corresponding Report Queue. Note If some, but not all, of the required reporting remarks are present, Concur Travel might ingest the trip instead of placing it on the Report Error Queue. If Concur Travel cannot associate the trip to a user, the trip will appear to Travel Admins in reports but will not appear on a user's trip list. |
| User Trip Hold | PNRs are placed in this queue when the user has placed a reservation on hold. |
| Invoicing (non air-ticket PNRs and changes) | All car/hotel-only bookings, non-air tickets, and car/hotel changes to existing ticketed reservations are placed in this queue to be invoiced by an agent. Note If an Invoice Queue is not defined, all bookings will be sent to the defined Ticketing Queue. |
| Meeting ticketing queue | Meeting PNRs are placed in this queue to be ticketed by an agent. |
| Offline approval queue | All GDSs are supported. Unticketed, agent-booked PNRs are placed in this queue if manager approval is required via Concur Travel. Before entering the Offline approval queue Pseudo City and Queue in the travel agency configuration, verify that the travel agency and Concur Travel have completed all branch access steps. For AMADEUS ONLY – In order to use this feature, you must:
|
| Voided ticket queue (when Concur voids a ticket) | When a user requests to void a ticket, Concur Travel places ticketed PNRs within the void window in this queue. Concur Travel then voids the ticket, cancels the itinerary and all segments, and sends the PNR to this queue. To enable this functionality, ensure the Allow ticket voids option is enabled in the Travel Configuration. Concur Travel supports voiding in Sabre/Abacus for tickets issued from an alternate PCC by verifying the PCC of ticket generation and emulating that PCC to void the ticket, as voiding must occur in the ticketed PCC. Note Emulation must be opened between the booking PCC and the ticketing PCC if accessing via branch sign in. |
| Refund request queue (Agency assistance needed with refund) | When Concur Travel is unable to void ticketed PNRs, they are placed in this queue to be cancelled/refunded by the agency. Note In case of a scenario with unusual variables or circumstances, a PNR should not be queued to the Refund request queue; it will be available on the cancel queue. |
| Ticket change request queue | Tickets exchanged via Concur Travel are placed in this queue. |
| Passive Open Booking | Assign a queue (all three fields are required) for Passive Open Booking.
|
| Offline approval Error queue | Offline approval PNRs that Concur Travel is unable to process, for reasons such as:
This allows TMCs to monitor a specific queue for these reservations to ensure they can be approved before the traveler's departure. This queue must be on the same PCC as its corresponding offline approval queue. Note If some but not all of the required reporting remarks are not present, then Concur Travel may ingest the trip rather than putting it on the Offline approval Error queue. If Concur Travel is unable to associate the trip to a user, this might prevent notification to the approver. |
The Alternate Queue Set feature allows travel agencies to handle instances where offline and online bookings are done in different PCC's.
Note
- For QueueSucker, you can replace '@' with '*'. Other special characters will be replaced by the GDS with a space, and spaces will be changed to an underscore ('_')
- For GIDS Processor,you can replace the '@' with '//'. Spaces will be changed to underscores ('_')
To enable this feature, select Add Alternate Queue Set in the agency booking configuration.
The Queue Set Name field for the alternate queue set must contain the PCC/SID/Office ID used in the defined queue and '_Alternate', for example ABC_Alternate. This feature is limited to a single PCC/SID/Office ID.
To remove the Alternate Queue Set, select Cancel Alternate Queue Set.
Note