OpenTable Tier 1 Support Training Manual

1 Day 6 – OpenTable Details

Topic Overview OpenTable DetailsAspects Covered OpenTable Different Software Folders

OpenTable Anywhere (OTA)OTD – OpenTable Desktop Multi-session Repair / Verify on ERB

Outcome By the end of the day they should have a good handle on what their day typically looks like, the different systems & why they’re used, when it’s necessary to escalate a case to Tier II, and how their performance will be measured.

Plan for the day

Topic Time ERB Overview 0.5 hoursERB Software Details 0.5 hoursTroubleshooting ERB 0.25 hours

Core Knowledge – OpenTable Different Software Folders

Logging InClick on the Start Button and then choose computer from the menu.Double click on the “C” Drive. This will open up the folder-structure on that drive.

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OpenTable Tier 1 Support Training Manual

Double click on “Program Files” folderDouble click on the “OpenTable” folder.

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OpenTable Tier 1 Support Training Manual

This will open up the following structure

Backup FolderWe keep the most recent, local backups in the backup folder. If you have to pull a backup for a hardware swap, you can find them in here once you push a backup. The two files we are concerned with are OTBackupArchiveNow.OTZ and OTBackupNow.OTZ. These will also be the most recently added files in this folder.

Double-click on the “Backup” folder to open it.Select the backup files that you need to use. OTBackupArchiveNow.OTZ - This is the backup file that contains their Archive database. OTBackupNow.OTZ - This is the backup file that contains their main database Such as their sheets, Floor plans current reservations and other information.

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This is the backup folder. This is where all of the

local hourly backups are

The OTConfig folder is where the software configuration tool is

Setup: where the Client installer is stored

Software: where the server installer is stored

OpenTable Tier 1 Support Training Manual

OTConfigThe OTCONFIG folder is where the OT software configuration tool is stored. The name is OTSetup. Use this tool to configure backup settings, enable third party interfaces like waitlist texting or the marketing email program. A task log tracks software events and reschedule any failed tasks. There is also a place to enable their Credit card button within the software.

Double click on “Program Files” folderDouble click on the “OpenTable” folder.Double-click on the “OTConfig” folder to open it. You will be shown the following folders

Double click on OT Setup folder.The OT Setup Utility Login Box will appear. Enter the password crump3t$ and click Log In. (Do not give this password to the customer. This is an internal password ONLY!)

Once successfully logged –in, you can make the necessary changes.

Page | 4Here is where the Backups are set

This is where all third party interfaces such as

OpenTable Tier 1 Support Training Manual

Setup folderWe keep the client installer for Open table in the setup folder. You need this in case there is a need for a repair on their client computer, or in some cases, we can use this installer to setup multiple sessions, which is having access to multiple restaurants from one server computer.

Double click on “Program Files” folderDouble click on the “OpenTable” folder.Double click on Setup folder. You will see the following folders –

Click on the ‘OTClient’ folder. Folders and files within the folder will be shown up.Double click on OTSetup.exe. The Client Installer will load. Follow the prompts to install the database. Once completed, the OpenTable software will be displayed on their screen as below.

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This is where all third party interfaces such as

OpenTable Tier 1 Support Training Manual

Software folderThe Software Folder is where the server installer is located for repair purposes. If a repair is needed for the server, you can go here to grab the installer to run the repair.

Double click on “Program Files” folderDouble click on the “OpenTable” folder.Double click on the Software folder. You will see sub-folders.

Double click on the folder of the version you need.

Double click on the most recent OT Server Setup .exe – in this case OTServerSetup_10_6_0_17358.This OT Server Installer will appear. Choose your option and click next

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Repair/VerifyYou can use the existing database or create a blank oneThe existing database will load what they currently have on their OT Machine The Create Blank will start a new database Load another Database will allow you to choose from prior databasesRestore a Database will load a database without re-installing the softwareUninstall will clear out the database and uninstall the software

OpenTable Tier 1 Support Training Manual

Choose the country for this restaurant and click next.Enter the (Restaurant ID) RID and click next. (If you are doing a repair/verify for a restaurant ERB, keep the same RID. However, if you are loading a database on a Sandbox for a manual reservation report, change the RID to 432 to prevent a Rogue ERB status.)Choose the language and click next.Review the options you have choosen and click Next.The installation will then be carried out as directed.

Core Knowledge – OpenTable Anywhere

Need details OTA – OpenTable Anywhere – otanywhere.opentable.com

How To Troubleshoot

UAC

How To Install

How It Works

Core Knowledge – OpenTable Desktop

Need details

OTD – OpenTable Desktop

How To Troubleshoot

How To install

How it Works

Multi Session

Repair / Verify on the ERB

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OpenTable Tier 1 Support Training Manual

Trivia / Fun facts

Discussions / Role Play / Assignment

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