Front of House - Frequently Asked Questions

Last Updated: Prepared by:

29/10/13 Ashley Smith

TABLE OF CONTENTS
1. POS .......................................................................................................................................................................... 4 1.1. 1.2. 1.2.1. 1.2.1.1. 1.2.1.2. 1.2.1.3. 1.2.2. The current POS scheme is Incorrect How can I change it? ........................................................................ 4 I want to change the buttons on the POS Scheme How do I do this? ......................................................... 5 Buttons ....................................................................................................................................................... 5 Adding a New Button ............................................................................................................................. 5 Editing an Existing Button ...................................................................................................................... 5 Deleting an Existing Button ................................................................................................................... 6 Groups ........................................................................................................................................................ 6 Adding a New Group ......................................................................................................................... 7

1.2.2.1. 1.3. 1.4.

Can I Set Up a Button That Charges A Variable, user Defined, Price? ............................................................ 7 COmmon Errors .............................................................................................................................................. 8 1.4.1.1. The Associated Inventory Item Is Not Relevant Error ....................................................................... 8

2.

Member Control ...................................................................................................................................................... 9 2.1. The Member has Events that cannot be resolved in the Front of House application How Can These BE Removed? .................................................................................................................................................................. 10 2.2. 2.2.1. 2.2.2. 2.3. 2.3.1. Upcoming Activity ShortCut Buttons ............................................................................................................ 10 How Do I Increase/Decrease How Long These Buttons Show For? ......................................................... 10 Can I add a Button to The Shortcuts? ...................................................................................................... 11 Loyalty Vouchers .......................................................................................................................................... 11 Can I Change the Number of Uses Left On A Loyalty VOucher? .............................................................. 11

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Bookings ................................................................................................................................................................. 12 3.1. 3.1.1. 3.1.2. 3.1.3. Buttons & Display ......................................................................................................................................... 12 Can I add a New Button to Bookings? ...................................................................................................... 12 Why are Some Buttons Grey? .................................................................................................................. 12 The Screen Is Too Small To Fit All My Buttons What CaN I Do? ............................................................ 13

3.1.4. Bookings are Displaying with A Yellow OverLap Box, despite the booking times not overlapping HoW Can I Fix this? ......................................................................................................................................................... 15 3.2. 3.2.1. 3.2.2. 3.2.3. 4. Common Errors ............................................................................................................................................ 17 Cell With Dates Not Found Error .......................................................................................................... 17 Cell Not Found By Row and Column ................................................................................................. 18 A Booking Is Showing As Locked What Can I dO? ................................................................................. 19

Quick Add ............................................................................................................................................................... 19 4.1. How Can I Add New Memberships To The Quick Add Agreement Screen? ................................................. 20

5.

Basket and Inventory ............................................................................................................................................. 21 5.1. 5.2. 5.3. 5.3.1. 5.3.2. I want Users to be able to scan items to add them to the basket how is This set? .................................. 21 How Do I Refund a POS Item? ...................................................................................................................... 22 The wrong Price Is being Charged How Do I correct this?......................................................................... 22 POS Items ................................................................................................................................................. 22 Booking Items .......................................................................................................................................... 23

6.

End Of Day Processing ........................................................................................................................................... 24 6.1. 6.1.1. Reconciling a closed shift ............................................................................................................................. 24 When Cashing Up Do I enter The Number of Notes/Coins I have or The Monetary Value? ................... 24

7.

Payment devices .................................................................................................................................................... 25 7.1. Legend sometimes Crashes when processing a card payment is there anything I can do about this? ..... 25

8.

Shifts ...................................................................................................................................................................... 25 8.1. I need Front of House to prompt users to open a shift when they open the application where is this set? 25 Im Unable to open/close/authorise a shift what do i need to do? .......................................................... 26 Unable to Open a shift ............................................................................................................................. 26 Unable to Close a shift ............................................................................................................................. 27 Invalid Shift Error ................................................................................................................................. 27 Page 2

8.2. 8.2.1. 8.2.2.

8.2.2.1.

8.2.3. 8.3. 8.3.1. 8.3.2. 9.

Unable to Authorise the Cash up of a shift .............................................................................................. 27 A shift has gone missing where should I Look? ......................................................................................... 27 The shift was closed but now I cant find it .............................................................................................. 27 I was Unable to Close a shift from yesterday what has happened to it? .............................................. 28

Receipts.................................................................................................................................................................. 28 9.1. 9.2. Can I change the Text at the Bottom of a Receipt? ...................................................................................... 28 Booking Receipts Are Printing Out Activity Name Incorrectly Where is this Set? ..................................... 28

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1. POS
This section covers frequently asked questions about the POS section of Front of House.

1.1. THE CURRENT POS SCHEME IS INCORRECT HOW CAN I CHANGE IT?
POS schemes are assigned per workstation. You can assign a different POS scheme to the workstation through the Control Panel. To do this, go to Control Panel >> Data Tab >> Inventory/POS >> Assign POS Button Schemes. You will see the window below:

Browse to your workstation name, highlight it and choose the new POS scheme from the dropdown box on the right. Click the Save this Assignment icon and the POS Scheme will now be applied to that workstation.

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1.2. I WANT TO CHANGE THE BUTTONS ON THE POS SCHEME HOW DO I DO THIS?
You can amend the current POS scheme through POS Setup in the Control Panel.

1.2.1. BUTTONS 1.2.1.1. ADDING A NEW BUTTON

To add a new button open the Control Panel, choose POS Setup and select the appropriate POS Scheme.

Click the New Item button and enter the name of the button as you want it to appear on Front of House. This does not necessarily have to match the inventory item name. Click the Inventory Link button and select the inventory item you wish to link to the button.

1.2.1.2.

EDITING AN EXISTING BUTTON

To edit an existing button highlight the name of the button and click Edit.

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1.2.1.3.

DELETING AN EXISTING BUTTON

To delete an existing button highlight the button and click Delete.

1.2.2. GROUPS
A group is a folder containing several buttons. For example, you could have the folder Swim Accessories containing buttons for Goggles, Swimcap and Armbands.

In Front of House this shows as:

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1.2.2.1.

ADDING A NEW GROUP

To create a new group, open Control Panel >> POS Setup and select the appropriate POS Scheme. Click the New Group button and enter the appropriate details in the window that appears.

1.3. CAN I SET UP A BUTTON THAT CHARGES A VARIABLE, USER DEFINED, PRICE?
Yes, this is set against the inventory item. To set this up open Control Panel >> Inventory Management and select the appropriate inventory item. Select the pricing tab and tick the Ask For Selling Price tick box, highlighted below.

When the user selects the button associated with the inventory item in the POS screen they will be prompted to specify a price:

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1.4. COMMON ERRORS 1.4.1.1. THE ASSOCIATED INVENTORY ITEM IS NOT RELEVANT ERROR

This error, shown below, is caused by the inventory item associated with that button either not being active or not being accessible for the club the workstation is set to.

For example, when clicking the Padlock button the error occurs:

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In POS Setup the Padlock button is set up with the Padlock inventory item:

In inventory management the Padlock inventory item is set to be inactive:

For the Padlock button to work correctly the inactive date against this inventory item will need to be removed.

2. MEMBER CONTROL
This section covers frequently asked questions about the Member Control section of Front of House.

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2.1. THE MEMBER HAS EVENTS THAT CANNOT BE RESOLVED IN THE FRONT OF HOUSE APPLICATION HOW CAN THESE BE REMOVED?
Events can be set to resolved in the Membership Management application. To resolve an event open Membership Management, search for the correct member and select Events (on the lefthand menu, under the Comms tab). Any unresolved events will be highlighted in red. Double click on these events and select Set Resolved to resolve. Once resolved the event will no longer show in Front of House.

2.2. UPCOMING ACTIVITY SHORTCUT BUTTONS

2.2.1. HOW DO I INCREASE/DECREASE HOW LONG THESE BUTTONS SHOW FOR?

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This is set in Control Panel >> Global Settings >> FOH >> Available Upcoming Classes. The settings you will need to adjust are Start Time and End Time. Activities must satisfy both the Start Time and End Time settings to show in Member Control.

2.2.2. CAN I ADD A BUTTON T O THE SHORTCUTS?

Unfortunately you cannot add a specific button. These buttons are generated automatically based on the Resource Group set in Control Panel >> Global Settings >> FOH >> Available Upcoming Classes.

So, for the example above, any activity in the Classes resource group will start showing 800 minutes before its due to begin, and stop showing 60 minutes after it has started.

2.3. LOYALTY VOUCHERS 2.3.1. CAN I CHANGE THE NUMBER OF USES LEFT ON A LOYALTY VOUCHER?
Yes, you can edit this by searching for the appropriate member, opening Loyalty Vouchers and selecting the icon next to the appropriate voucher. This opens the screen below, where you can amemd the remaining quantity and the valid till date by selecting the highlighted icons. You can also set the voucher to never expire by ticking the Voucher Never Expires tickbox.

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Please note: the security token FOH_CAN_MODIFY_VOUCHER is required to see the

icon.

3. BOOKINGS
This section covers frequently asked questions about the Bookings section of Front of House.

3.1. BUTTONS & DISPLAY 3.1.1. CAN I ADD A NEW BUTT ON TO BOOKINGS?
The buttons shown in the bookings screen match the Resources set in the Bookings application. If you need to add a new button to Classes, for example, you will need to add the resource in the Bookings application under the Classes resource group. Once the resource has been added and made active a button for it will appear in Front of House. Please note: buttons follow the hierarchy set in resources, so if Squash Court is located under Courts in the booking application the user will need to click the Courts button to get to the Squash Court button.

3.1.2. WHY ARE SOME BUTTONS GREY?

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Buttons will show as grey if the resource has no inventory item assigned to it in the bookings application.

3.1.3. THE SCREEN IS TOO SM ALL TO FIT ALL MY BUTTONS WHAT CAN I DO?
If the screen is too crowded to fit all the buttons, as shown below, it is advised that you divide your buttons in to groups.

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For example, if you have a lot of dance classes, create a Resource Group called Dance. If there are no obvious groupings, it may be best to group classes alphabetically (A-C, D-F etc.). To divide your activities you will need to open the Bookings application and create a new Resource Group, by opening Manage >> Resources >> Resource Groups. This opens the window below:

Select <<add new>> from the drop down box, and type the Resource Group name as you want it to appear in both Bookings and Front of House. You will also need to choose a Parent Group from the drop down box. This is the screen you will need to browse to to see the button in Front of House. In the example below, Classes is an appropriate choice, as I am grouping the buttons shown on the Activities - > Classes screen.

Youll then need to allocate the appropriate classes to this Resource Group. Open the Resource Details for an appropriate class and change the Resource Group (highlighted below) to your newly created Resource Group

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Once youve updated all the appropriate classes they will show in groups in Front of House, as shown:

3.1.4. BOOKINGS ARE DISPLAYING WITH A YELLOW OVERLAP BOX, DESPITE THE BOOKING TIMES NOT OVERLAPPING HOW CAN I FIX THIS?
If your bookings appear to be overlapping in Front of House, as shown below, open the Bookings application, browse to the location, open Resource Details and adjust the timeslot setting to allow both classes to be displayed.

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For example, the screenshot above shows Studio 1 with a timeslot of 30 minutes. There is a Pilates class scheduled to run from 18:00-18:45 and a Step class scheduled to run from 18:45-19:30.

Adjust the timeslot for Studio 1 to 15 minutes:

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and Front of House will display correctly, as shown below.

3.2. COMMON ERRORS 3.2.1. CELL WITH DATES NOT FOUND ERROR
The error below is caused by a booking existing outside of the resources availability, as set in the Bookings application.

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In order to resolve this the booking causing the error will need to be deleted, or the resource availability will need to be adjusted so the booking is included. The error identifies the time period that is causing the issue (in the above example 23/10/2013 at 05:00) to help you locate the problem booking.

3.2.2. CELL NOT FOUND BY RO W AND COLUMN

The error below is caused by a booking going past midnight.

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In order to resolve this the booking causing the error will need to be deleted.

3.2.3. A BOOKING IS SHOWING AS LOCKED WHAT CAN I DO?

Bookings will lock when the payment didnt complete correctly. Unfortunately, you will have to wait for the booking to unlock, and then cancel the booking. Bookings unlock after 120 minutes at most.

4. QUICK ADD
This section covers frequently asked questions about the Quick Add section of Front of House.

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4.1. HOW CAN I ADD NEW MEMBERSHIPS TO THE QUICK ADD AGREEMENT SCREEN?
To add a new agreement to the Quick Add Select Agreement screen, shown below, go to Control Panel >> Agreement Management and tick the Is Quick Add box on the General tab.

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5. BASKET AND INVENTORY 5.1. I WANT USERS TO BE ABLE TO SCAN ITEMS TO ADD THEM TO THE BASKET HOW IS THIS SET?
This is set against the Inventory item in Inventory Management. To set this up open Control Panel >> Inventory Management and select the appropriate inventory item.

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In the Barcodes section at the bottom left click Add. This will bring up another window where you can enter the barcode. You will need to enter the barcode manually. Once the barcode has been added users will be able to scan the barcode in Front of House and the inventory item will appear in the basket.

5.2. HOW DO I REFUND A POS ITEM?

To refund a POS item, put Front of House in to Refund mode, by clicking the Options tab at the top of Front of House, and clicking the Refund button. You will need to enter your username and password to confirm you are authorised to issue a refund. The security token POS_CAN_REFUND_TRANSITEM is required to access this function. Return to the POS screen and add the item you wish to refund to the basket. If you have done this successfully the basket will be highlighted in red, as shown.

Click Pay and issue the refund. This will show as a negative value on income reports, and show as a refund on the Transaction Detail report.

5.3. THE WRONG PRICE IS BEING CHARGED HOW DO I CORRECT THIS? 5.3.1. POS ITEMS
To change the price of a POS item, open the Control Panel and select POS Setup. Select the appropriate POS scheme and browse to the correct button.

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Click on the Inventory Link to check the inventory item that is assigned to this button. If this inventory item is incorrect, select the appropriate inventory item from the list. If the inventory item is correct, open Inventory Management within the Control Panel, and browse to the Inventory Item. In the Pricing tab you can ammend the standard price of the item.

If the standard price is correct, check the selling periods against the standard pricing to confirm that it covers the correct period, and check the Automatic Discount tab to confirm automatic discounts are applying correctly.

5.3.2. BOOKING ITEMS

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To change the price of a booking item firstly open the Bookings application, thenbrowse to the correct activity. Open Resource Details for that activity and select the Misc tab. You will be able to see the Inventory item that is currently assigned in the Inventory drop down box:

If the inventory item is incorrect, click on the drop down arrow to select the appropriate inventory item. If the inventory item is correct but the price is incorrect open Inventory Management within the Control Panel, and browse to the Inventory Item. In the Pricing tab you can ammend the standard price of the item. Its also advised that you check the Automatic Discount tab to confirm that the discounts agains t the item are correct.

6. END OF DAY PROCESSING 6.1. RECONCILING A CLOSED SHIFT 6.1.1. WHEN CASHING UP DO I ENTER THE NUMBER OF NOTES/COINS I HAVE OR THE MONETARY VALUE?
You should enter the monetary value of the notes/coins. If you accidentally enter an inappropriate amount (16.00 in 20 notes for example) the system will display the error below:

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7. PAYMENT DEVICES 7.1. LEGEND SOMETIMES CRASHES WHEN PROCESSING A CARD PAYMENT IS THERE ANYTHING I CAN DO ABOUT THIS?
This is because Legend is waiting for a response from the PDQ machine and is not receiving one. If this happens frequently, it is advisable to adjust your Front of House timeout setting. If enabled, this setting prompts the user to manually click whether the transaction completed or not after a certain length of time. This is done in Control Panel >> Workstation Settings >> Select workstation name >> Payments >> FoH Timeout. We recommend setting this to 120 seconds, to give the member time to find their card and enter their details.

8. SHIFTS 8.1. I NEED FRONT OF HOUSE TO PROMPT USERS TO OPEN A SHIFT WHEN THEY OPEN THE APPLICATION WHERE IS THIS SET?
This is set per workstation in Workstation Settings, Control Panel.

To enable this setting, open Workstation Settings, select your workstation and select the Register tab. Tick the tickbox next to the Require Shift option, highlighted below.

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When the user next opens Front of House they will see the message below:

This setting also controls a users ability to open a shift on that workstation. If this setting is not enabled the options for Open Shift, Close Shift and Reconcile Closed Shifts will be greyed out, as shown.

8.2. IM UNABLE TO OPEN/C LOSE/AUTHORISE A SHIFT WHAT DO I NEED TO DO? 8.2.1. UNABLE TO OPEN A SHIFT

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There are several possible reasons a user would be unable to open a shift. If the Open Shift button is greyed out then the workstation will not have the Require Shift setting enabled. For details on how to enable this setting see I need Front of House to prompt users to open a shift when they open the application where is this set? If the Open Shift button is not greyed out then either: The user doesnt have the security token POS_SHIFT_OPEN. The user will see an insufficient permissions error when trying to open the shift; If the user has the relevant security, they are either entering their password incorrectly, their account is currently locked out, or their password has expired.

8.2.2. UNABLE TO CLOSE A SHIFT

Please note that shifts must be closed on the workstation they were opened on. If the user receives an error message please see below.

8.2.2.1.

INVALID SHIFT ERROR

The error below is caused by the users shift timing out (i.e the shift runs from 09:00 -13:00, and the user is trying to close the shift at 13:30).

To resolve this, click Edit Shift and extend the shift end time so the shift is still valid (in the above example, change the shift end time from 13:00 to 14:00). The user will then be able to close their shift. Remember to change the shift end time back once the shift has been closed.

8.2.3. UNABLE TO AUTHORISE THE CASH UP OF A SHIFT

In order to authorise cashing up a shift the user will need the security token POS_VERIFYLIFT. If the user has this selected then they are either entering their password incorrectly, their account is currently locked out, or their password has expired.

8.3. A SHIFT HAS GONE MISSING WHERE SHOULD I LOOK? 8.3.1. THE SHIFT WAS CLOSED BUT NOW I CANT FIND IT
Firstly, check Non Reconciled Shifts by clicking the Reconcile Closed Shifts button . Its highly recommended that you check this regularly to prevent a build up of unreconciled shifts. If you cannot find the shift here, check Shift History, as the shift will show here if the cash up was completed. Page 27

8.3.2. I WAS UNABLE TO CLOSE A SHIFT FROM YESTERDAY WHAT HAS HAPPENED TO IT?
The shift will close when Front of House is next opened on the workstation the shift was opened against. The shift will appear in unreconciled shifts. If you are unable to start the workstation the shift was opened against, please provide the workstation name to Legend Support and they can close the shift for you.

9. RECEIPTS 9.1. CAN I CHANGE THE TEXT AT THE BOTTOM OF A RECEIPT?

You can change the text at the bottom of the receipts within the Club Settings section of Control Panel. To do this, open Club Settings, select the appropriate club and click the Receipts tab. Enter the text you want to appear in the Salesline box and click OK. If you leave this line blank, receipts will default to displ ay Thank you.

9.2. BOOKING RECEIPTS ARE PRINTING OUT ACTIVITY NAME INCORRECTLY WHERE IS THIS SET?
The Activity Name is the name of the inventory item assigned to that activity in the Bookings application. You can view and amend this by opening Bookings >> browse to the activity >> Resource Details >> Misc tab.

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