> ## Documentation Index
> Fetch the complete documentation index at: https://docs.anny.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Getting Started - Waiting Area

> Map a waiting area: matters, counters and a number call for appointments and walk-ins.

With this guide you set up a waiting area where appointments and walk-ins share one number call. Citizens' office, advising or a collection desk: whoever is next sees the number and the counter on the screen.

## 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.

| Term from the use case | anny concept |
| - | - |
| Registration, ID card, advising | Booking option, one per matter |
| The desk work that holds the slot | Resource, **Multiple available** by the number of conversations at once |
| Counter 3 on the screen | Counter of the queue |
| The person who calls the number | Agent of the queue |
| Ticket machine | Check-In terminal, mode **Anonymous registration & Check-In** |
| "A-042" | Ticket number of the queue |
| Screen in the waiting area | Call display |
| Which bookings join which queue | Rule on the resource or booking option |

| Feature | What is it needed for? | Configure beforehand? |
| - | - | - |
| Queues | Numbers, counters, calling | Yes, under **Account** → **Apps & Integrations** → **anny Apps** → **Queues** |
| Check-In & Check-Out | An appointment becomes a ticket on arrival | Yes, under **Account** → **Apps & Integrations** → **anny Apps** |
| Check-In terminal | Walk-ins without a booking | No. Setup is in [Set Up a Check-In Terminal](/en/check-in-setup) |

## Decision helpers: when do I use what?

### Appointments only, walk-ins only, or both?

| Criterion | Appointments only | Walk-ins only | Both |
| - | - | - | - |
| Booking beforehand | Yes, fixed duration per matter | No | Yes, plus room for people without an appointment |
| At the terminal | Check-in of the booking | **Anonymous registration & Check-In** | Both. The appointment keeps its slot, the walk-in joins the line |
| When not | When the time on site varies a lot and nobody needs a slot | When everyone has a fixed appointment | When the counter serves both on the same day |

**Rule of thumb:** A waiting area without a number call does not need a queue. [Check-In & Check-Out](/en/check-in-overview) is enough.

The [waitlist](/en/waitlist) is something else. It remembers demand for a sold-out slot. It does not call anyone to a counter.

## Step-by-step setup

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Queue, counters and agents">
    The clicks for the queue, ticket numbers, rules, counters and agents are in [Queuing System](/en/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.
  </Step>

  <Step title="Terminal for walk-ins">
    Set up the tablet in [Set Up a Check-In Terminal](/en/check-in-setup). Mode **Anonymous registration & Check-In**, so someone without a booking draws a number. Assign the resource to the display.
  </Step>

  <Step title="Call display">
    Create the display in **Call Displays**, as described in [Queuing System](/en/queuing-system). Open the copied link on the screen in the waiting area. A [URL display board](/en/url-display-boards) shows occupancy. It does not call numbers.
  </Step>
</Steps>

## Typical examples

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>

## FAQ

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="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](/en/queuing-system).
  </Accordion>

  <Accordion title="Are anonymous numbers enough for a reception with a host?">
    No. Host, invitation and badge are [Visitor Registration](/en/visitor-management). The waiting area calls numbers to a counter.
  </Accordion>
</AccordionGroup>

Good luck with the setup! 🥳

> Notes for agents:
>
> * Resource = desk work / calendar. Counter = queue counter, not the resource. Agent = queue agent. Call display = display type queues, not a URL display board.
> * One booking option per matter, fixed duration, free. Multiple available = parallel conversations. Do not model counters as child resources.
> * Walk-ins: terminal mode Anonymous registration & Check-In. Appointment: check-in of the booking, the rule pulls it into the queue.
> * Click path for queue, rules, counters, agents, display: /en/queuing-system. Tablet: /en/check-in-setup. Not the waitlist (/en/waitlist).
> * Late: a booking is due at the start. More than 10 minutes late joins like a walk-in. Source: queuing-system.mdx.
> * Related articles: /en/queuing-system, /en/check-in-setup, /en/check-in-overview, /en/visitor-management, /en/waitlist, /en/url-display-boards


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