Concierge Manual

Version 264.01I — COPYRIGHT © Q-MATIC AB, 2025

Table of Contents

1. What's new
2. Installation and setup
   • General Information
   • Installation
   • Set up Concierge
3. Using Concierge
   • Introduction
   • Getting started with Concierge
   • Start page
   • Top bar
   • View queue information and edit visits
   • Quick serve
   • Creating an appointment
   • Rescheduling or canceling an appointment
   • Checking in an appointment
   • Creating a visit
   • Accessibility features
   • FAQ Concierge

1. What's new

2. Installation and setup

2.1 General Information

Concierge gives you the possibility to run a reception app on a tablet or in a desktop browser.

2.1.1 Requirements

• If you use Concierge on a tablet, the tablet should be 7 in, or larger.
• Recommended browsers: Google Chrome, Internet Explorer 11, Firefox.
• We recommend that you use a stable Wi-Fi connection, conformed to the number of users.
• It is possible to use an Ethernet connection with Concierge for tablets, but only with devices that support Ethernet connection. Please contact Global Support for more information.

2.2 Installation

If you install Concierge from Xtend, please proceed to step 3.

1. Copy connectconcierge.war to <Orchestra_install_dir>\system\deploy.
2. Add the file connectConciergeMessages.properties to <Orchestra_install_dir>\system\conf\lang.
3. Create roles and users. See 2.3.1 Access rights.
4. Do the rest of the setup by adding and configuring unit types, setting up the calendar, etc.

This will install Concierge on Orchestra Central. For distributed agents, you need to create an agent profile which contains Concierge and then perform a remote upgrade. For more information about remote upgrade, see the Reference Manual.

Note: The Orchestra installation package comes with an older version of Concierge. This installation should replace that version.

2.3 Set up Concierge

After installing Concierge in Orchestra, you should configure the following:

• Users and roles
• Unit types
• Calendar
• Notifications

2.3.1 Access rights

In the User Management application, select the wanted roles for the users that will be using Concierge. There are two roles to choose between:

• ConciergeAppointmentUser – can run both Concierge visit and appointment work flows on assigned branches.
• ConciergeVisitUser – can run only Concierge visit work flows on assigned branches.

Note: The ConciergeVisitUser and ConciergeAppointmentUser roles have the correct modules when starting Orchestra. This means that if any of the required modules have been removed from those users, they will be added again the next time Orchestra starts.

2.3.2 Concierge unit types

There are several unit types for Concierge, depending on which hardware you use together with the application:

• Concierge
• Concierge Button
• Concierge Touch
• Concierge Elo Touch

For more information about the unit types, please see the Standard Unit Types Guide.

2.3.3 Add unit types on global level

1. In System Administration, add the wanted unit type template or templates. If you want to use notifications, make sure that the Notification unit type template is added.
2. Check if there is any configuration you need to do. On this level, you can for example enter a privacy policy.
3. Save.

2.3.4 Configure unit types on equipment profile level

1. Go to Business Configuration > Operation Profile, and add the Concierge and Notification unit types to the desired equipment profiles.
2. Several parameters must be configured on this level. For example:
   • An auto close value — a time after which Concierge logs out the user if inactive. Note: The Auto close value must be less (in seconds) than the shiro timeout value set on the server.
   • Which flows the users should have access to
   • Which kinds of transfer between queues should be allowed
   • If it should be possible to remove visits and cancel/reschedule appointments
   • Which time interval should be displayed as default in the appointment list for upcoming appointments
   • Which notification method options (SMS/email/ticketless) should be available. Note: Even if email is enabled, it won't be possible to select email as notification method when arriving appointments or creating visits.
   • If it should be possible to add notes
   • If custom fields should be enabled. Custom fields allow staff to enter additional information during the Create Visit flow, which is then saved with the visit and displayed in the queue view. You can also use the "Custom parameter time input" setting to format one of the custom fields as time input (see 2.3.9).
   • If you want to be able to use QR codes to identify visits or appointments (see 2.3.8)
   • The default country code in phone number fields and preferred countries to display at the top of the country code list
   • If you want to use VIP Levels
   • If you want to support multi-branch (allows users to book appointments in another branch) and multi-service (allows users to add several services)
   • If you want to show estimated wait time
   • If you want to enable Marks (labels) — see 2.3.10
   • Which services should be available for quick serve
   • If customer search fields should be hidden
3. Save.

2.3.5 Configure unit types on branch level

1. In Business Configuration > Branches, configure the settings on branch level. On this level, you can for example set the IP address of printers and card readers.
2. Save and publish each branch.

2.3.6 Calendar

Note: If you will be using appointments together with Concierge, make sure that your calendarUser has access to the correct branches.

To use appointments, the Calendar must be configured. In addition to the normal setup, consider the following for Concierge:

• Configure the Reservation Expiry Time setting on the System Settings tab. This determines how long you have to finish creating an appointment after choosing a time slot. The default is 600 seconds.
• On the Services tab, consider whether to add Additional customer duration time to your services.
• When creating appointment profiles, consider the Allow booking setting, which affects the number of days and minutes from now that booking is allowed.

Note: Concierge automatically selects available dates and time slots depending on how the Calendar Admin application is set up.

Time and date convention

You can choose AM/PM or 24-hour format, and your preferred date format (e.g. YY-MM-DD or YY/DD/MM). Go to System Administration > Parameters > General Parameters > System > Time Convention/Date convention to change these settings.

2.3.7 Notifications

If you are going to use notifications with Concierge, consider the following:

• Configure Visit Create notifications and Appointment Confirmation notifications — both are mandatory when using all flows in Concierge.
• For appointment confirmations, check that the Check Interval (Minutes) setting is appropriate. A high value may cause delays.
• Select Other Appointment field (please specify) in the Phone Field drop-down list, then enter phoneNumber in the field below.
• If you want to use a QR code in email messages, use the qrCodeInternalId parameter and select HTML as Content Type so the QR code is embedded in the email rather than an attachment.

2.3.8 Using QR codes in Concierge

Using QR codes requires that a QR code is included on the ticket layout, created in the Surface Editor application. Supported QR code types are:

• QR Code (containing a Ticket ID)
• Mobile Ticket URL QR Code (containing a branch ID and a ticket ID)

To use QR codes in desktop mode, a scanner must be installed and programmed to interpret all characters as American English.

Example scanned output:

{"appointment_id":"605","branch_name":"Gothenburg","branch_id":"2","appointment_date":"2019-03-17T11:45:00"}

2.3.9 Configuring a custom field to accept time input

You can configure a custom field to accept time input. This is useful for recording appointment times when booking is managed outside of Qmatic's appointment products.

Note: This option is primarily used when appointment bookings are managed through third-party applications. If you use the Qmatic Appointment Booking app, the appointment time is transferred automatically.

Enable Appointment Time

1. Open the Unit Type Template (UTT) settings for the relevant unit type in System Administration.
2. In the Custom parameter time input field, select one of the predefined custom parameters from the drop-down list (e.g. custom2, custom3, etc.).
   • The selected parameter will be treated as a time field in the Visit Creation flow.
   • The system uses the time format of the current device (e.g. HH:MM).
3. Save your changes.

Using Appointment time

Once enabled, staff will see an Add time option on the Visit Information card during visit creation. When a time is entered, it appears as Added time on the Visit Information card.

2.3.10 Using Marks

The Marks feature allows staff to tag visits with predefined labels during visit creation. Marks can be used to segment visits, track appointment types, and improve reporting. Marks are configured in Business Configuration and enabled through the Unit Type Template (UTT) settings.

Enable Marks

1. Open the UTT settings for the relevant unit type in your equipment profile.
2. In the Enable marks field, select one of the following:
   • No item selected – Marks are not available in the Create visit flow.
   • Optional – Marks are available but not required.
   • Mandatory – Marks must be added. It is not possible to create a visit without selecting at least one mark.
3. If you select Optional or Mandatory, use the Marks type field to define available mark types:
   • * – selects all mark types (except NPS).
   • Marktype1, Marktype2 – selects only the specified mark types.
   • Exclude: Marktype1, Marktype2 – excludes the specified mark types.

Note: If the Marks type field is left empty, the system uses a placeholder text ("Marks"). If Enable marks is set to Mandatory and no mark type called "Marks" is defined, it will not be possible to complete the Create visit flow. Using a combination of methods is not supported. Mark types are managed in the System administration application.

2.3.11 Limit number of tickets for a service

You can show a warning when the number of tickets created for a service during one day reaches a set limit.

Note: Staff can choose to ignore the warning and create the visit anyway.

Prerequisites: Service Scheduler version 7.0.34 is required.

Set visit limit for Concierge

1. Go to Service Scheduler and open a service or a template.
2. Find the Maximum number of tickets setting and set a limit.
3. Enable Use Max Ticket in Concierge.
4. Repeat for all services or templates that should have a limit.
5. Save.

3. Using Concierge

3.1 Introduction

This guide presents the standard procedures and features in Concierge. With Concierge, you are able to provide more personalized and better service in meet and greet situations.

With Concierge, you can do the following:

• Create and remove visits
• Create appointments
• Edit and remove appointments
• Arrive appointments
• Create customers
• Edit customers
• Cherry-pick visits to serve
• Transfer visits
• Quick serve

Note: What functionality you have in Concierge often depends on the system configuration. If there is a feature you don't have access to but think you should, contact your system administrator.

3.2 Getting started with Concierge

To get started with Concierge in a desktop browser:

1. Go to http://<orchestra-ip>:<port>
2. Click the Concierge icon on the Orchestra home page.
3. Select branch and service point. Check the check box if you want this to be your default setting. When done, click Apply Settings.

Note: If you only have one service point configured in your system, it will be preselected. Multiple users can use the same service point.

3.3 Start page

On the start page of Concierge, you will find the following main parts:

• Top bar – see 3.4 Top bar
• Queue view – see 3.5 View queue information and edit visits
• Quick serve – see 3.6 Quick serve
• Create appointment – see 3.7 Creating an appointment
• Arrive appointment – see 3.9 Checking in an appointment
• Edit appointment – see 3.8 Rescheduling or canceling an appointment
• Create visit – see 3.10 Creating a visit
• Accessibility statement – link in the bottom right corner

3.4 Top bar

3.4.1 Log out

To log out from Concierge, click Log out.

You will be automatically logged out in the following situations:

• Nightly reset – when the system performs a nightly reset
• Publish – when an administrator publishes a branch
• Auto close – when you are inactive

3.4.2 Return to Orchestra home page

To return to the Orchestra home page, click Home. This icon is only visible in desktop mode.

3.4.3 Change branch or service point

To change which branch or service point you are working from, click Edit.

3.4.4 View the online help

To view the online help, click Help. This icon is only visible in desktop mode.

3.5 View queue information and edit visits

On the start page, the queue view shows information about the different queues. For every queue, you can see:

• Customers – the number of customers waiting
• Wait time – the longest time someone in the queue has waited. A yellow icon indicates the queue is close to passing Service Level Agreement; a red icon means it has already passed.
• Estimated waiting time – in intervals of 5 minutes

You can sort queues by queue name, number of customers, or wait time. Click on a queue to see all visits in that queue. For each visit, you can see:

• Ticket number
• Notes
• Custom info
• Customer name
• Service
• Appointment time
• Wait time

Send link to virtual ticket

1. Find the visit by searching in the Search visit ID box, scanning the QR code, or locating it manually in the queue.
2. When the Visit options box opens, select Activate SMS ticket.
3. Enter the customer's phone number and click Send.

3.5.1 Transfer a visit

1. Find the visit by one of these means:
   • Click the queue name and scroll to the visit.
   • Search for the visit in the search field by entering the visit ID.
   • Click Scan QR and scan the ticket QR code.
2. When you have found the visit, select one of the following transfer options:

Transfer to queue

Click Transfer to queue and select the destination queue. Choose whether the visit should be placed:

• First in line
• Last in line
• Based on waiting time

Transfer to staff member

Click Transfer to staff member. Available staff members are those logged in to a service point where a visit can be called (not Concierge) in your branch. Select the staff member to transfer the visit.

Transfer to counter pool

Click Transfer to counter pool. You will see the counter name and whether it is open (no icon) or closed (padlock icon). Select the counter pool and confirm.

3.5.2 Serve or remove a visit

1. Find the visit by clicking the queue name and scrolling, searching by visit ID, or scanning the QR code.
2. Choose whether to Serve or Remove the visit.

Note: The Serve icon will be disabled for visits that require an outcome or a delivered service. If you try to remove a visit that has already been served or deleted by someone else, you will receive an error message.

3.6 Quick serve

On the start page, there is a quick serve functionality. Select a service and click Serve. This creates, calls, and ends a visit in a single click.

Limitations for quick serve:

• Services that require a delivered service or outcome to be set are not listed in the quick serve area.
• It is not possible to select several services.

3.7 Creating an appointment

1. On the start screen, select Create appointment.
2. By default, the Select branch step is bypassed and your default branch is selected. To select another branch, expand the Select branch step, choose from the list or search, then click Done. Deselect Skip this step if you always want this step to be expanded.
3. In the Select service step, select the service(s) from the list or search. To add more than one service, check Enable multiservice. You can add up to five services. Click Done.
4. Pick a date and time:
   • Select the number of customers (e.g. for a family booking).
   • Select a date — the current date is marked green; unavailable dates are not clickable.
   • Select a time from the scrollable list of available timeslots. A countdown timer will appear showing how long you have to complete the reservation.
5. Add a customer to the appointment:
   • Link existing customer: Search by first name, last name, email, or phone number (minimum 5 characters for phone).
   • Edit customer information: Click Edit next to a found customer, then Save & Add.
   • Create new customer: Fill in first name, last name, email, phone number, date of birth, and notification language, then click Save & Add.
6. In the Confirm step, review appointment details and add notes if needed.
7. Select a notification method (SMS, Email, or SMS & Email).
8. Click Confirm. If SMS is selected but the customer has no phone number, you will be prompted to add one. The customer will then receive confirmation with the appointment details.

3.8 Rescheduling or canceling an appointment

1. On the start screen, select Edit appointment.
2. Find the appointment using one of these methods:
   • Appointment list – all upcoming appointments for your branch are listed. Click Edit to select a different time interval; click Refresh to update the list (disabled for 30 seconds after refresh).
   • Booking ID – enter the full external Appointment ID and click Fetch.
   • Customer – search by first name, last name, email, or phone number (minimum 5 characters for phone).
   • Scan QR – on tablet, a camera view opens; in desktop mode, you are prompted to use the installed scanner.
3. Select the appointment to edit.
   • To reschedule: select a new date and timeslot, then click Reschedule.
   • To cancel: click Cancel appointment and confirm with Yes.

3.9 Checking in an appointment

1. On the start screen, select Arrive appointment.
2. Find the appointment using one of these methods:
   • Appointment list – all upcoming appointments. Use Edit to change the time interval; use Refresh to update the list.
   • Booking ID – enter the full Appointment ID and click Fetch.
   • Customer – search by first name, last name, email, phone number, or date of birth.
   • Scan QR – tablet opens a camera view; desktop mode uses the installed scanner.
3. Select the appointment and click Done.
4. In the Confirm step, you can click Edit service in the top bar to modify the services before confirming. Click Done when ready.
5. Review the appointment details in the Confirm step.
6. You may have the option to select a VIP level for the appointment (used for customer segmentation).
7. Select a notification method. The Ticketless option creates a visit without printing a ticket or sending an SMS. Note: Email is not available as a notification method when checking in appointments.
8. Confirm the check-in.
9. If SMS is selected and the customer has no phone number, you will be prompted to enter one. Click Finish.
10. Depending on your organization's settings, you may receive a warning if the customer checks in too early or too late. You can choose to proceed with check-in or cancel.

When the appointment is checked in, the visit is placed in a queue and assigned a visit ID.

3.9.1 Quick Arrive of appointments

Concierge may be configured so that the Quick Arrive feature is available from the landing page. Click Scan QR to scan a QR code and arrive an appointment directly.

3.10 Creating a visit

1. On the start screen, select Create visit. In the Select service step, a list of services is shown. Click the info icon next to a service to see its description. Select the service(s) and enable multiservice if needed. Click Done.
2. The Add customer step opens. If you don't want to add a customer, click Done (you can skip this step permanently by selecting the check box). To link an existing customer, search by name, email, or phone. To create a new customer, fill in the Add new customer section and click Save & Add.
3. In the Confirm step, review visit details on the left. Depending on configuration, you can:
   • Change language
   • Add marks
   • Add appointment time
   • Add notes and other custom information
   • Select a VIP level
4. Select a notification method. The Ticketless option creates a visit without printing a ticket or sending an SMS. Note: Email is not available as a notification method when creating visits.
5. Click Confirm. If marks are mandatory, you must add at least one mark before confirming.
6. If SMS is selected and the customer has no phone number, you will be prompted to add one. Click Finish.

A confirmation message containing the visit ID is displayed.

3.11 Accessibility features

Concierge is designed to meet WCAG 2.1 standards.

3.11.1 Tabbing and shortcuts

• Use Tab to move to the next object; Shift+Tab to move to the previous object.
• Use arrow keys to move between list items within an object.
• On the start page, press Tab then Enter to use tabbing shortcuts:
  • First shortcut links to Quick Serve/Quick Create
  • Second shortcut links to the Menu bar

3.11.2 Navigating in the date picker

• When the calendar opens, focus is set on the current date.
• Left/Right arrow keys – navigate by weekday within a row.
• Home/End – jump to the beginning or end of the current row.
• Up/Down arrow keys – navigate between weeks on the same weekday.
• PageDown/PageUp – navigate backwards or forwards by month.
• Alt+PageDown / Alt+PageUp – navigate backwards or forwards by year.
• Enter – select the focused date.

3.11.3 Prevent pop-up messages from disappearing

Toast messages (error = red, success = green) have an auto-close option:

• Auto close unchecked (default) – toast remains until you click X to dismiss it. Maximum 3 open toasts.
• Auto close checked – toasts disappear automatically after 5 seconds.

The auto close setting is saved in a browser cookie.

3.12 FAQ Concierge

How can I add several services to an appointment or visit?

First, the system configuration must allow multiservice. This is done in Business Configuration > Equipment Profile > Multi Service Support (requires system administration rights). Then, when selecting services, check the Enable multiservice check box.

Note: Which services can be booked in combination for appointments is determined in the Appointment Profiles. Only a user with calendar admin rights can configure this.

How can I edit the service(s) when arriving an appointment?

In the Arrive appointment flow, you have the option to go to the Edit service step before confirming the arrival.

How can I create an appointment in another branch?

When clicking Create Appointment, the Select branch step is bypassed by default. In the Select service step, go back to Select branch and choose another branch. This must be enabled in Business Configuration > Equipment Profile > Multi Branch Support (requires system administration rights). Deselect Skip this step if you always want the Select Branch step to be expanded.

How can I update the customer information?

When creating an appointment or a visit, click Edit in the Add customer step to open the Edit selected customer window. Click Save & Add to save the record. If you cancel the appointment or visit creation, changes to the customer record are still saved.