Advanced Queue Management System

ORBIT IT SOLUTIONS.www.orbititsolution.com

AQMS-32x

What is AQMS-32?

• Queue management solution that manages customer flow from initial contact to final service delivery.

• Extremely useful in places such as banks, hospitals, railways, service centers, embassies, airports, immigration centers, private medical practitioners, etc. where people have to wait in line to get a service.

Reduces waiting time & speeds up service time.

Allows customers to be seated or to move about in lobby while waiting for their turn.

Ensures smooth and transparent service. Improves service quality and hence enhances the customers experience.

Helps Customers

It offers good working conditions where they can be efficient yet relaxed without being intimidated by the queue of overlooking customers awaiting service.

Advanced technology features gives more control to the staff thereby empowering them to ensure better service.

Helps Employees

It provides detailed reports like Summary reports, Transaction Report, Counter Report, Service Report and Operator Report which gives the number of customers serviced by each counter, services requested by customers, average transaction time of counter and average waiting time for customers.

Helps Managers

Simple, user-friendly yet comprehensive and technologically advanced.

Works independently through browser and does not interfere with any user software that may be installed.

Provision to automatically recall tokens after some specified time.

Allows customers to use a single token across multiple services. Operators can forward tokens between different services.

Features of AQMS-32 (1 of 3)

Provision to call tokens from other services so as to distribute the load.

Voice announcement of tokens in any language.

Facility to show promotional message on Token-Ticket.

Provides detailed comprehensive reports which allow managers to measure their operator’s performance, optimize resource allocation, respond to operator workloads and provide better service to patient.

Benefits of AQMS-32(2 of 3)

Cost Effective – AQMS-32 allows you to option for only those features which are necessary for your application and fit your budget. The customizable components/modules are:

• Audio Announcements• Call Pads• Counter Token Displays• LCD Displays.

Benefits of AQMS-32 (3 of 3)

Operating Details

Currently supports:• 32 services• 256 counters

AQMS-16 System Components

1. Token Dispenser Unit

2. Master Token Display

3. Token Ticket

4. Dual-Side Visible Counter Token Displays & Call Pads

5. Software Components• Manager Console• Operator Console• Administrator Console

Token Dispenser Unit (wall mountable)

• Used to print patient token number.

• Available as a push-button interface.

• Services can be described on the panel in the regional language.

• System can have multiple token dispenser units to avoid queuing at a single dispenser unit and to issue tokens faster.

Master Token Display• Available as LCD display or LED

display.

• It is installed in the waiting area.

• It shows the current token being serviced at each counter.

• LCD displays can be used to show promotional and informational messages.

Token Ticket

• Token Number.

• Name of the service selected.

• 3-4 lines of user specifiable text. It could be a informational or promotional message.

• Time and date stamp (Position and size can be configured)

• Information about no. of people before you and approximate waiting time. (Can be configured)

Counter TokenDisplays & Call Pads

• Installed at each counter

• Displays the current token number which is being served.

• Has a call-pad to call the next token.

• Token Displays are optional. System can operate with only call-pads too.In PC-based systems, even call pads are not required. Next tokens can be called using the AQMS software interface called ‘Operator Console’.

Manager Console

• Real-time overview of all the activities going on in patient service area.• Provides detailed reports - summary, transaction , counter, service & operator.

• Operator can call the next token or defer a specified token.• Allows the operator to forward token to another service.• Provides the operator with an overview of all the services. Operator can call

a token from one of the other services and help reduce the load.• Provides a form where operator can enter the transaction details.

Operator Console

Auto Recall Token

• Not all customers respond when their token number is announced. This maybe because the customer maybe busy with some other tasks like filling up form/slip or customer may not have realized that his token has been called. In such cases, after waiting for a few minutes & re-announcing the token, the operator calls the next waiting customer.

• AMQS-32 allows these skipped tokens to be automatically recalled after a specified time.

Defer a Token

• Often a single service may include several tasks. Hence, the customer may need to wait, while the back-end personnel gets other related tasks done e.g. processing some form, creating some reports, etc.

• AQMS-32 allows the operator to defer such a token The operator can serve the next customer while the background tasks are being processed.

• The customer can be recalled as soon as these other tasks are completed and the operator is ready to serve the customer again.

Forward a Token

• Often customers may require more than one service. In some cases these services may be interdependent. AQMS-32 allows customers to use a single token for multiple services.

• Once the patient is served at one counter, the operator can forward his token to another service from the Operator Console. The token number gets queued in the other service and the customer can wait till his token number is announced again.

Load Distribution

• AQMS-32 provides the operator with a complete view of all the services and hence the operator can see how many customers are waiting in each queue.

• If any operator is done serving all his customers and has no more waiting tokens, he can call customers from one of the other services. This helps in reducing the waiting time and improving the efficiency.

How It Works

TOKEN DISPENSER UNIT

MASTER TOKEN DISPLAY

OPERATOR DESK

CUSTOMER VIEW OPERATOR VIEW

1

2

3

1. Customer comes in and presses a button to print a Token No. for the service desired and waits in the customer lounge for his Token No. to appear on the Master Display.

2. When his Token No. appears on the Master Display, he goes to the counter displayed against his Token No. and gets served.

3. After finishing with one customer, the counter operator presses a button to serve the next customer in queue. The Master Display now shows the next Token No.

System can have either or both

LCD LED

System Overview

TOKEN DISPENSER UNIT MASTER TOKEN DISPLAY

PC

COUNTER 3 COUNTER 5 COUNTER 8

LAN

Premium Customers• Tickets can be issued to premium customers in 2 ways:

1. As one of the Services:• On selecting this option, the customer is put in the

premium queue.• Customers in this queue are served by separate designated

counters where the customer presents his ‘Premium card’ before getting served.

2. Issued by the Manager or one of the responsible staff members in order to prevent misuse.• No. of regular customers after which a premium customer

can be called, is configurable.

Audio Announcements• AQMS-32 supports announcement of tokens in several regional

languages.

Promotional Information

The LCD Master display can be configured to show promotional messages (images/flash) on the right side of the display and promotional scrolling text at the bottom.

• Some services may be available only during certain period of the day. For e.g. “Reports Collection” service maybe available only up to 4pm.

• Such services can be scheduled to stop issuing/printing tokens after the specified time in the day.

Only Pay For What You Need

• AQMS-32 allows you to option for only those features which are necessary for your system and fit your budget.

• The following components are optional and not installing them does not affect the basic functionality of the system.

• Call Pads• Counter Token Displays• LCD Master Display

Comprehensive & Detailed Reports• AQMS-32 provides detailed reports like Summary Reports,

Transaction Report, Counter Report, Service Report and Operator Report.

• Allows the manager to measure their operator’s performance, optimize resource allocation, respond to operator workloads and provide better service to patients.

TOKEN WISE TRANSACTIONREPORT

COUNTER REPORT

SUMMARY REPORT

SERVICE REPORT

OPERATOR REPORT

Images

FIG: APOLLO HOSPITAL, KOLKATTAFIG: COUNTER TOKEN DISPLAYS

• To know more details, please get in touch with us.Email - orbititsol@gmail.comWebsite - http://www.orbititsolution.com

• Our detailed address and phone numbers are mentioned here - http://www.orbititsolution.com

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