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The queuing system organizes the on-site flow for walk-ins and appointments. People who are waiting receive a numbered ticket. In Quick call you call them to a counter, and a Call display shows the number on a screen.
Turn the app on first under Account → Apps & Integrations → anny Apps → Queues, using the switch Enable for your organization. Quick call then appears in the sidebar under Check-In, with Queues underneath.

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How the queuing system works

Three pieces work together: queues, counters, and quick call. Queue = its own number sequence. Rules decide which resource and which service join this queue. Separate departments (for example a residents’ office and a registry office) each get their own queue. Counter = the desk you call from. You choose the Name and the Abbreviation. The abbreviation is what the call display shows, so people know where to go. Agents = admin users you assign to a queue. Each assignment has a counter and the Active switch. Active agents call tickets in Quick call. On check-in, anny picks the queue in this order:
  1. A rule for that resource and that service.
  2. A rule for the resource with Include all services.
  3. The default queue, while Add bookings without rule to default queue is on. That is the starting state.
An inactive queue does not take tickets. The first queue becomes the default queue. During the day:
1

A ticket is created

A check-in at the terminal, a customer’s own check-in, or Create ticket on a booking from today creates the ticket. For someone with no booking and no terminal ticket, create a Walk-in in quick call.
2

The ticket shows in quick call

Tickets lists who is waiting. A booking is due at its start time. Someone who arrives early waits for the slot. Someone more than 10 minutes late joins like a walk-in. A walk-in is due on arrival. When nobody else is waiting, a later ticket can still be called.
3

Call

Call next takes the next ticket. The call display shows the number and the counter. Customer is here starts service at the counter.
4

Finish

Finish closes the ticket. If it belongs to a booking, that booking is checked out. Finish & next closes the ticket and calls the next one.

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When to use it

  • A public office, agency, or practice with walk-ins and appointments: Both share one number call.
  • Several departments at one site: Each department gets its own queue and its own numbers.
  • Wait times at the counter: Quick call shows avg. wait, avg. serving, and how many people were served today.
Online appointments with no on-site waiting area only need the usual resource setup and Check-In & Check-Out.

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How it relates to other features

  • Check-In & Check-Out: Turn check-in on per resource under Catalog → Resources, on the Check-In tab. A ticket is created when the booking is checked in and a rule, or the default queue, accepts it.
  • Set Up a Check-In Terminal: For numbers without a prior booking, set the terminal mode to Anonymous registration & Check-In. Printing and badges are set up there.
  • URL Display Boards: Call displays are their own display type. Web panels show resource occupancy and do not call numbers.
  • Waitlist: The waitlist keeps demand for fully booked time slots. It has no number call and no counters.

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Set up queues

1

Turn the app on

Open Account → Apps & Integrations → anny Apps → Queues and switch on Enable for your organization.
2

Open the page

In the sidebar, go to Check-In → Quick call → Queues. The page has the sections Settings, Queues, Queue counters, Check-In Terminals, and Call Displays. Open Tickets jumps to quick call.
3

Create a queue

In Queues, click New queue, enter the Name, and save. anny opens the queue. At the top, set it to Active. Under General Information, edit Name, Color, Icon, and Is default. Save with Save.
4

Set ticket numbers

In Ticket numbers, choose Ascending or Random under Numbering, and set Number of digits. Preview shows the next numbers. Ascending numbers start again at 1 every day. A Prefix (letters, digits, and . _ -) keeps queues apart on the call display. Random numbers are unique that day, contain no zero, and have no prefix.
5

Add rules

Under Queue Assignment Rules, click New. Choose the Resource. For a single service, choose the Service. For every service of that resource, switch on Include all services.
6

Add counters

Back on Queues, in Queue counters, click New. Enter Name and Abbreviation. The abbreviation is shown on the display.
7

Assign agents

Open the queue, section Agents, and click New. Under Choose user, pick someone with admin access. Under Choose counter, pick the counter, and leave Active on. If the counter is missing, create it from the select with Create new counter. You can assign the same person to more queues.
8

Connect a terminal and a call display

Pair check-in terminals from Check-In Terminals with New, or under Hardware → Displays. Tablet setup is in Set Up a Check-In Terminal. Create a call display in Call Displays with New, enter the Name, and open the row. Under Queues, use Add for each queue that should be called. In the page header, copy the link with Copy Link or open the display with Open.
The row menu of a queue includes Set as default. The default queue cannot be deleted. Delete other queues there with Delete.
To send only some check-ins into a queue, turn off Add bookings without rule to default queue and add a rule only for the resources that should queue.

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Design the call display

On the call display, section Settings:
  • Header: Running text, Running text speed, and Border radius.
  • Colors: including Primary color, Secondary color, and Container color.
Save with Save, then open the copied link on the screen in the waiting area.

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At the counter: quick call

Open quick call from Check-In → Quick call, or from Open Tickets on the Queues page. Without an agent assignment, the page says you are not an agent of any queue. Under Queues in quick call, switch each queue on or off for yourself. Switch counter moves you to another counter. Close counter stops calls to this counter until you choose Open counter. Turn on Sound for new tickets when you want it.

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Settings

In Settings on the Queues page, group General settings: When mobile messaging is on, the Mobile notifications group appears beside it. There you control Ticket called and Always send mobile notification. The second option sends an SMS whenever a phone number is available. Otherwise customers turn the notification on themselves.

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Examples

1

Set up the resource

Under Catalog → Resources, create the resource “Residents’ office” with its booking options, and turn check-in on in the Check-In tab.
2

Queue and rule

Under Check-In → Quick call → Queues, click New queue and name it “Residents’ office”. Under Queue Assignment Rules, choose the resource and Include all services.
3

Counters and agents

In Queue counters, create “Counter 1” and “Counter 2”. In the queue, under Agents, assign people, each with a counter and Active.
4

Terminal and display

Pair the terminal and set the mode to Anonymous registration & Check-In, so walk-ins draw a number. Create a Call display, add the queue, and open Copy Link on the screen in the waiting area.
1

Second resource

Under Catalog → Resources, create a resource “Registry office” and turn on Check-In.
2

Second queue

Create another queue, “Registry office”, and a rule for that resource. Under Ticket numbers, give it its own Prefix, for example S.
3

Its own counter

Create a counter “Registry office” and assign this queue’s agents. The same people can also serve the residents’ office.

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FAQ

Yes. Add a separate assignment under Agents for each queue, each with a counter and Active. In quick call, under Queues, switch which of them you are serving.
The booking stays. Under Quick call → Today’s bookings, Create ticket issues the ticket and checks the booking in.
Yes. In the ticket list, use Call. Transfer sends it to another queue. Put back returns it to the line.
One terminal can serve several resources. Queue rules decide which line a check-in joins. A terminal per department works as well.
The Waitlist collects interest when a time slot is fully booked. The queuing system calls people on site with a number, a counter, and a call display.

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Troubleshooting

The Queues app has to be on under Account → Apps & Integrations → anny Apps. If the tile says Not available, your plan does not include it. Quick call and Queues are separate areas under Account → Admin users. Queues under Quick call is visible when you are allowed to create queues. See Manage Admin Users and Roles.
Choose user lists admin users of this organization. Add the person under Account → Admin users with Invite.
You need an assignment under Agents with Active. The queue itself is Active, and the resource has a rule, or the default queue accepts bookings with no rule. Check-in is on for the resource.
Open the call display and check that Queues lists at least one queue. Copy the link again with Copy Link and open it in the screen’s browser. A check-in terminal is paired with a pairing code. A call display is not.