Thinking about a waiting area the anny way
Two layers work together. The booking is the matter and the time slot. The queue is the call in the room. A counter on the screen is not the same thing as the resource in the calendar.Decision helpers: when do I use what?
Appointments only, walk-ins only, or both?
Rule of thumb: A waiting area without a number call does not need a queue. Check-In & Check-Out is enough.
The waitlist is something else. It remembers demand for a sold-out slot. It does not call anyone to a counter.
Step-by-step setup
1
Matters as booking options
Create a resource for the desk work, for example “Citizen service”, Multiple available, quantity = how many conversations run in parallel. One booking option per matter with a fixed duration and no price, for example “Registration” 15 minutes, “ID card” 10 minutes.In the form, ask only for what the matter actually needs. anny already collects name and email.
2
Check-in on the resource
Under Check-In, enable the QR code ticket. People with an appointment check in and join the queue through the rule.
3
Queue, counters and agents
The clicks for the queue, ticket numbers, rules, counters and agents are in Queuing System. Create one queue per department. The rule points at the resource and, when only one matter should join, at that booking option. Use Include all services when every matter of this resource joins the same queue.Each person who calls numbers is an agent at a counter. The counter abbreviation is what the screen shows.
4
Terminal for walk-ins
Set up the tablet in Set Up a Check-In Terminal. Mode Anonymous registration & Check-In, so someone without a booking draws a number. Assign the resource to the display.
5
Call display
Create the display in Call Displays, as described in Queuing System. Open the copied link on the screen in the waiting area. A URL display board shows occupancy. It does not call numbers.
Typical examples
Citizens' office with appointments and walk-ins
Citizens' office with appointments and walk-ins
Resource “Citizen service”, multiple available with the number of staffed counters. Booking options “Registration” and “Registration certificate”, fixed duration, free. Two queues, one rule per booking option, prefixes A and M. Terminal on Anonymous registration & Check-In. People with an appointment check in with the QR code and keep their slot.
Advising by appointment only
Advising by appointment only
No ticket machine. Booking option “Advising” with a fixed duration. Check-in at reception creates the ticket. One queue, one counter. If someone arrives without an appointment, you add them in Quick call as a walk-in.
FAQ
Is the counter a resource?
Is the counter a resource?
No. The resource holds the booking and the calendar. The counter belongs to the queue and appears on the call display. The same person can be an agent at a counter without the counter living in the catalog.
What happens when someone is late?
What happens when someone is late?
A booking is due at its start time. Someone who is more than 10 minutes late joins the line like a walk-in. The exact call rules are in the Queuing System.
Are anonymous numbers enough for a reception with a host?
Are anonymous numbers enough for a reception with a host?
No. Host, invitation and badge are Visitor Registration. The waiting area calls numbers to a counter.