Qmatic Orchestra 7.4 – Administrator's Guide

Version 212.01E — COPYRIGHT © Q-MATIC AB, 2025

Table of Contents

1. What's New
2. Presentation
3. Getting Started
4. User Management
5. Business Configuration
6. Surface Editing
7. Context Marketing
8. Calendar
9. Notifications
10. Concierge

1. What's New

This section describes what is new in this manual since the latest original release of a Qmatic Orchestra upgrade.

2. Presentation

Welcome!

Welcome to Qmatic Orchestra — an advanced system for Customer Journey Management. To make sure that customers are served in a fair and efficient manner is Qmatic Orchestra's most important task. Qmatic Orchestra is a collection of high quality components that can help you create a wide range of Customer Journey Management solutions.

About services, queues and visit numbers

One of the first things you need to do is to define the services your organization offers. Services represent the choices customers can make on for example a touch screen kiosk. A service choice results in a visit number being generated in the system and usually printed on a physical ticket.

When the visit is created, it is placed in a queue. The queue specifies the visit number sequence. Two or more services that belong to the same queue also share the same number sequence, e.g. A001–A999.

When a staff member calls the next customer, the system looks at the staff member's work profile. This defines from which queue the next visit should be called.

Multi-service functionality

It is possible to configure the system so that customers can select several services. If different services target different queues, the first service defines what queue the visit is placed into to start with. When that visit is called and served, the ticket is automatically placed in the queue of the second service, and so on.

By default, the ticket is transferred to the next queue sorted based on the visit lifetime. However, this is a system parameter that can be changed.

Sorting and calling order logic

Central concepts

• Waiting time: The time the customer has waited in the current queue, without being called. Based on the time the visit was placed in the queue ("enter queue time").
• Total waiting time: The time since the visit was created, minus any transaction time. Includes the current queue plus the waiting time in all queues the visit has been in.
• Visit lifetime: The time since the visit was created.
• Transaction time: The time a staff member spends serving a customer (from call to end of service). Also called "serving time".
• Appointment waiting time: The time that has passed since the appointment start time. Not based on when the customer checks in.

Transfer options

The following transfer options are available:

• According to visit lifetime ("sorted")
• To the end of the queue (last)
• To the front of the queue (first)

Note: A visit can never be transferred first into a queue or pool and placed before another visit that was already transferred first.

Recommendations for fair queueing with appointments

Set up appointment queues

When setting up queues, segment appointment visits into appointment queues. This makes it possible to call appointment customers as close as possible to their booked time. If you don't segment appointments into appointment queues, appointment visits will be handled just like walk-in visits and sorted according to check-in time.

Limit how late and early customers can check in

It's recommended to limit how long before and after the appointment time customers can check in. For kiosks, enter values for Appointment Early (Minutes) and Appointment Late (Minutes) in the appointment arrival widget. In Mobile Ticket, configure appointment_late and appointment_early in config.json.

Note: You cannot limit how early or late a staff member can check in a customer.

Set up segmentation rules based on check-in time

To segment late customers into another queue: WHEN: When the appointment is late by over X minutes, THEN: Go to the assigned queue.

To segment on-time customers into an appointment queue: WHEN: When appointment is early no more than X minutes AND when the appointment is late no more than X minutes, THEN: Go to the assigned queue.

Limit how early an appointment can be called

Use the Block early appointments setting in System Administration to limit how long before the appointment time a visit can be called. This setting applies globally to all branches and services.

Set up calling rules based on service level

If you have counters calling both appointment customers and drop-in visits, set up work profiles with calling rules that call from the queue closest to service level. Set the appointment queue service level to 0 to prioritize appointment customers.

Customer Journey Management Terminology

System description

The Home page of Qmatic Orchestra shows which components are installed. Available components include:

• Counter – application for calling customers.
• Calendar Client – application for managing appointments.
• Connect – native iOS/Android app for running a counter on a mobile device.
• Concierge – application for creating appointments, checking in customers and creating visits. Available as web app and native iOS/Android app.
• Reception – create visits and print tickets.
• Calendar Admin – application for configuring appointment profiles, resources and similar.
• Appointment reception – application for arriving appointments.
• Operations Panel – see live branch information in a dashboard.
• Personal Data – manage customer data and retention policies.
• User Management – users, roles, and LDAP integration.
• Business Configuration – branch configuration, operation profiles, services, etc.
• Surface Editor – surface application designer.
• Context Marketing – manage messages and playlists.
• Hardware Monitoring – analysis dashboards for hardware monitoring.
• Notification Admin – SMS and Email Administration.
• System Administration – system settings, LDAP settings, import/export, license management, unit type templates, widget handling, etc.
• Xtend – add extensions and more functionality to your solution.

Distributed operation

Distributed operation is needed when: available WAN bandwidth is poor or unreliable, or the client prohibits competing for WAN bandwidth with other applications at peak times.

How it works:

• Central Stat server handles persistence of all statistical data.
• Branches are configured to operate on remote Queue Agent instances.
• Distributed Queue Agent connects outbound to central Qmatic Orchestra instance across WAN.
• Upon connectivity failure, local users continue to operate unaffected.
• Distributed Queue Agent keeps a local copy of runtime data and sends event data to the central stat server.

Supported Environments

For more information about supported Operating Systems, Application Servers, Databases and Web Browsers, please refer to the Qmatic Orchestra Data Sheet on Qmatic World.

3. Getting Started

Opening Qmatic Orchestra

Open Qmatic Orchestra by selecting the bookmark for it in your web browser.

Login

Qmatic Orchestra requires a user login and password. The password is case sensitive. Users are automatically logged out after 60 minutes of inactivity (default, configurable). The idle time does not apply to the terminal.

Administrator roles

There are normally three default administrator roles:

• BusinessAdministrator – access to User Management, Business Configuration, and Surface Editor.
• Client Admin – access to all administrative parts of Qmatic Orchestra. Can only be assigned by superadmin. Does not count towards license limits.
• SystemAdministrator – access to all access modules.

Database Administration

The Qmatic Orchestra database is subject to normal database maintenance. Important periodic activities include:

• Rebuilding indexes
• Backing up the database
• Checking disk space availability

Note: Backup is especially important for Microsoft SQL Server databases, as the transaction log keeps growing until the database stops working if not backed up regularly.

Suggested setup order

System Administration Application

1. Add Unit Types.
2. Activate your license.

Business Configuration Application

3. Create Operation Profile.
4. Create Services.
5. Add Queues, Segmentation and Work Profiles.
6. Manage your Equipment Profile(s).

Surface Editor Application

7. Create Surface Applications for your ticket printer(s), media displays, positional displays, and tickets.

Business Configuration Application

8. Create Branches and set up the equipment connected to each Branch.
9. Create Branch Hierarchy.

User Management Application

10. Create Roles.
11. Create Users.

Context Marketing Application

12. Manage Context Marketing and Playlists.

Business Configuration Application

13. Publish your Branches.

4. User Management

Users – Roles – Access Modules – Applications

In Qmatic Orchestra, users must have one or several roles to use the system:

• A Qmatic Orchestra user is assigned one or more roles.
• A role consists of one or more access modules.
• An access module gives the privilege to use an application.

Users

Qmatic Orchestra users are entered into the system, assigned suitable roles and given access to branches and Reports. This is handled in the User Management application.

Clicking a column heading sorts the table. Use the search field to search by Username, First name, or Last name (default). Change the drop-down to search by role or branch name.

The Account status column indicates whether the account is active. Users that try to log in too many times with a bad password will automatically be set as inactive. An admin must reactivate them.

Default users on first start: superadmin, Calendar, and Notification. These three cannot be deleted or deactivated.

Create new user and edit user

To edit a user, click the applicable row. To create a new user, click New User.

User login properties:

• Username – only a-z and 0-9, minimum 4 characters. Changing an existing username is not supported.
• Password / Repeat password – password changes take ~1 minute to take effect.
• Login code – code for logging in to a KT type terminal. Enter manually or use Generate.
• Account status – check to keep the account active.
• Password never expires – check if you don't want the password to expire.
• Integration user – check if the user is for API calls. Only superadmin or Client Admin can administer this setting.

Profile properties: First name, Last name, Language (mandatory), Email, Phone.

In the Roles section, select one or more roles (mandatory). In the Branches section, select accessible branches. Click Save when done.

Activating a user

A user is locked out after a set number of failed login attempts (default: 5). For most users, a superadmin or User Management user can reactivate them in User Management > Users tab.

If superadmin is locked out:

• Windows: Open PowerShell, ensure execution policy is Unrestricted, then run activate_user_and_set_password.ps1 from the <Orchestra install dir>/bin folder.
• Linux: Run activate_user_and_set_password.sh from the <Orchestra install dir>/bin folder.

Roles

Roles are created from one or more system functions called Modules. In User Management, click the Roles link to see all available roles.

Create new role and edit role

1. Enter a Name and optional Description.
2. Select Access Modules by checking the applicable check boxes.
3. Click Save.

Create a new Application Role

Note: This procedure is only possible if logged in as superadmin.

Create a new role, check both the wanted Access Module and the required connectors from the bottom of the Access Module list, then assign the role to the user.

Access Modules

An Access Module is a joint set of functionality. Users have non-visible privilege levels — a user cannot perform actions on a user, role or module with the same or higher privilege level.

Branch Agnosticism

By default, if a user is assigned a Branch agnostic application, they will see all Branches. Branch agnostic roles include: MarketingAdministration, BusinessAdministration, Calendar Admin, Personal Data, SystemAdministrator, NotificationRestClient.

LDAP setup

Note: To use LDAP, the Enabled parameter must be checked in LDAP Settings in System Administration.

To use Microsoft Active Directory with Qmatic Orchestra:

1. Set up security groups and group members in Active Directory.
2. Set up Active Directory connection and user data fields in Qmatic Orchestra.
3. Map Active Directory groups to Qmatic Orchestra objects (roles, branch groups and branches).

In User Management, open the IdP Mappings tab. Click Create New Mapping and configure Name, Type (Role/Branch/Branch Group), and Mapping. Click Save.

To set language for LDAP users, use the LDAP field preferredLanguage (via adsiedit.msc) with a 2-character language code. Also set a text direction (ltr or rtl).

SAML user management

With SAML, all users are managed in an identity provider such as Azure AD or ADFS. Once configured, create mappings in User Management > IdP Mappings for roles, branches and branch groups. These must match names in the identity provider.

5. Business Configuration

Introduction

This chapter covers setting up your operation profile (queuing profile and equipment profile), creating branches, services and marks, and publishing the configuration.

Operation Profiles Page

The first page in Business Configuration is the Operation Profiles page. An operation profile cannot be deleted if it is the only one, or if it has branches assigned.

Creating and editing an operation profile

1. Click Create New Operation Profile.
2. Enter a Name (mandatory, must be unique) and optional Description.
3. Click Save.

Queuing Profile

Note: Services must have been created before you can manage your queuing profile.

Each branch operation profile has one queuing profile. In a queuing profile:

• Services are selected and added to service groups linked to a segmentation.
• Segmentation rules are defined to put visits into different queues.
• Queues are configured with a number sequence and a service level.
• Work profiles are set up defining the conditions for calling order from queues.

Service Groups

Services can be grouped into service groups. A service can only be in one group. For each service group, a default queue is created automatically. To create a service group, click +Add Service Group.

Segmentation

Segmentation rules identify the type of customer/visit and select which queue the visit shall be placed into. Rules are evaluated in order — once a rule is true, the rest are not evaluated. Rules can be based on:

• Language in the visit
• Gender in the visit
• VIP level in the visit
• Whether the visit is an appointment
• Appointment lateness/earliness (various combinations)

Queues

Queue settings:

• Name – name of the queue.
• Letter – queue letter printed on tickets and shown on displays (alphanumeric only).
• Sequence – the number sequence for the queue.
• Service Level – maximum acceptable wait time, used for warnings, work profiles and reports.
• Type – Normal or Appointment (only available if segmentation rules imply appointment visits).

Pools

Pools are similar to queues but used when customers need to be put on hold or parked. Pools can be connected to a work profile and follow calling rule conditions.

Note: It is not recommended to set "Call by closest to service level" as calling rule when using pools.

Work Profiles

A work profile defines which queues or pools to call from and in what order. To create a work profile:

1. Enter a name for the work profile.
2. Select which queues and/or pools to call from.
3. Choose the default call order (calling rule).
4. Add conditions to the default call order.

Calling Rules

Available calling rules:

• Call from selected queue/pool – calls from one queue or pool only.
• Call from queues/pools in defined order – calls from multiple queues/pools in order (requires Journey Manager Premium).
• Call from queues based on max waiting time – picks the queue with the longest waiting time (requires Journey Manager Entry).
• Call from queues based on max visit lifetime – picks the queue with the longest visit lifetime (requires Journey Manager Entry).
• Call from queues/pools based on service level – picks the queue with the first visit closest to the service level (requires Journey Manager Standard).
• Do not call visit – causes visits not to be called from selected queues/pools.

Conditions

Available default conditions (wherever <set value> appears, the user must configure a value):

• When waiting time in <queue> is above <X> minutes.
• When waiting time in <queue> is <X> minutes above the service level.
• When time of day is between <time> and <time>.
• When number of visits in <queue> <operator> <X>.
• When called <X> visits from <queue> per branch.
• When called <X> visits from <queue> for this work profile.
• When called <X> visits from <queue> for the calling user.
• When calling user is primary resource for visit in <queue>.
• When visit in <queue> has no primary resource.
• When visit in <queue> has unserved services for <service>.

Equipment Profile

All Equipment Profiles for the selected branch Operation Profile are listed on the Equipment Profile page. When started for the first time, a Default Profile is available.

Creating and editing an Equipment Profile

1. Click Create Additional Profile.
2. Enter a Name (mandatory, must be unique) and optional Description.
3. Click Add Unit to add units to the profile.
4. Select the wanted Unit Types and click Add Selected Unit Types.

Available Unit Types: Entry Points, Service Points, Presentation Points, Device Controllers, Detection Points, Custom Unit Templates.

Reset Functionality

The Reset functionality makes all queues start from scratch after a specified time each 24-hour period. It is set by configuring a Reset time in the Create New Branch window. When reset occurs, all active CJM sessions are ended, all visits with a history are ended, and all visits without a history are deleted.

Note: Call history in widgets and surface applications are not affected by the Reset functionality.

Branches

Branches are managed in Business Configuration > Branches. The branches list shows: Branch, Branch Prefix, Id, Branch group, Connection status (C=Connected, D=Disconnected), Agent, Operation Profile, Equipment Profile, Config Status, Scheduled, Published, Deployed, and Latest edit.

Config Statuses

Create new branch

Click Create New Branch. Fields include: Enabled, Name (unique), Description, Queue Agent, Branch Prefix (3 characters, A-Z), Time zone, Mobile enabled, Open Hours, Closing Hours, Address, Postcode, City, Country, Latitude, Longitude, Reset time (HH:MM format), Operation Profile, Equipment Profile.

Publishing branches

1. Go to Business Configuration > Branches.
2. Select the branches you want to publish.
3. Click Validate.
4. Click Publish selected and confirm.

Note: When you publish, the system is reset. Do not publish a branch when the system is being used.

Schedule publishing of branches

1. Select branches in the list.
2. Click Schedule publish.
3. Optionally enter a name for the schedule.
4. Enter date and time, then click Schedule.

Upcoming scheduled items appear above the branch list. Manage schedules via Actions > Reschedule, Add/Remove branch from schedule, or Actions > Delete.

Branch Hierarchy

In Business Configuration > Branch Hierarchy, you can create branch groups and assign branches to them. To create a new branch group, click Create new in the Sub groups area, enter a Name and optional Description, then click Save. Select branches using the arrow buttons to move them to the Selected branches box.

Services

In the Services page, all existing services are listed. To delete a service, click Delete (service must not be in use).

Creating and editing a service

Click Create service or click an existing service. Fields include:

• Internal name – mandatory, must be unique. Displayed to staff.
• Internal description – optional, for staff use.
• External name – mandatory, must be unique. Displayed to customers.
• External description – optional, for customers.
• Serving time (mmm:ss) – mandatory, average time required to deliver the service.
• Ticket layout – select one or more layouts created in Surface Editor. To select multiple, hold Ctrl.
• Mobile enabled – makes the service available in Mobile Ticket.
• Booking enabled – makes the service available for external booking.

In the Outcome Flow area, add delivered services and outcomes in a tree structure.

Marks

When the Marks page is entered, all available mark types are listed. Default mark types: Outcome (cannot be deleted) and NPS (values 0–10 and skip).

Creating and editing a mark

1. Click on a mark type row, then click Create New Mark.
2. Enter a Name (mandatory, should be unique). If Codes enabled, also enter a Code.
3. Click Save.

6. Surface Editing

Introduction

The layout on touch screens, media displays, tickets, etc. is made up from surfaces ("surface applications") created and edited in Surface Editor. Surface types:

• Touch screens (kiosks)
• Media displays
• Positional displays
• Tickets

Several devices can use the same surface. A Qmatic device with a touch screen has a web browser that displays the content.

Surface Editor overview

The main page features:

• File menu – New, Open, Save, Save as, Delete, Preview.
• Settings menu – Surface settings (operation profile, etc.) and Manage resolutions.
• Navigation – lists all components; allows Remove, Bring to front, Send to back.
• Canvas area – the surface layout being edited.
• Current page area – shows the current page name.
• Pages button – opens Application Pages panel to duplicate, add, or delete pages.
• Component properties area – properties of the selected component.
• Components area – drag-and-drop components onto the canvas.
• View area – zoom, grid, and coordinate controls.

Create a surface

1. Click File > New.
2. Select a surface group, device type, and resolution.
3. Configure surface settings (e.g. select an operation profile).
4. Drag and drop the wanted components to the surface.
5. When done, save.

Touch screen surfaces

Device types: Intro 8, Vision 15, Vision 17, Intro 17, Intro 8 G2, Generic touch.

To connect a touch screen to a surface, configure the server IP, websocket port, branch prefix and unit ID in the kiosk settings.

Media display surface

Device types: Media Display HD 720, Media Display Full HD 1080, Media Display HD 720 Portrait, Media Display Full HD 1080 Portrait, Generic Media.

To run in a regular browser: http://[qagent_ip]:[qagent_port]/graphicalDisplay?unitId=[branchPrefix]:[unitId]

Positional display surfaces

Device types: Positional Display HD 720, HD 720 Portrait, 600x1024, 1024x600, 768x1024, 1024x768, 1536x2048, 2048x1536, Generic Display.

To run in a browser: http://[qagent_ip]:[qagent_port]/graphicalDisplay?unitId=[branchPrefix]:[unitId]

Web CFU application

A positional display surface can be used for a Web Customer Feedback Unit (CFU) tablet. Prerequisites: create mark types and marks for CFU, then create the surface in Surface Editor using a Generic Positional Display, adding the Customer Feedback for tablet widget to the call page.

Ticket surfaces

Device types: Ticket Printer (432x460 px for genuine Qmatic tickets), Generic Printer. Ticket images must be monochrome Windows bitmap (bmp) format.

Components

Available components: Background, Button, Extended button, Text, Image, Vertical Message, Link, URL, Channel Player, Widget, Barcode, System Information.

Button properties

• Service, Text (with Override option), Screen reader text, Image, Link to page, Text color, Text position, Font, Align, Background color, Keep image aspect ratio, Image scaling (Center/Fill/Fit/Stretch).

System Information options

• Custom parameter, Current time, Ticket id, Service name, Mobile Ticket URL, Current date.

Barcode types

• Interleaved 2/5, ITF-14, Code 39, Code 128, EAN 13 code, DataMatrix (square), DataMatrix (rectangular), QR Code.

7. Context Marketing

Important: After an upgrade, clear the browser cache before using the Context Marketing application.

The Context Marketing application manages messages (text, images, video, etc.) displayed on surfaces. It consists of three parts: Vertical messaging (Message Editor), playlists (Playlist Editor), and Scheduler.

Required role: MarketingAdministration.

Vertical Messaging

Vertical messaging connects messages to a specific service — commercial text, videos and images — displayed consistently across all information surfaces when a customer selects a service.

Set up vertical messages

1. All surfaces to be used for vertical messages must have vertical message areas added in Surface Editor.
2. In Message Editor, click Create new Message, enter a name, optional description and icon.
3. Click a surface in the list to open the edit page.
4. Upload an image by clicking Upload new image, then click it to insert.
5. Save when done.

Playlists

Playlists are rolling lists of images, videos and links displayed in the channel player area on media displays or positional displays.

Set up playlists

1. In Playlist Editor, click Create new Playlist, enter a name and optional description/icon.
2. Upload items via the Upload button.
3. Double-click or drag items into the playlist. Set position (Centre/Fill/Fit/Stretch for images; Centre/Fit for videos) and duration.
4. Save when done.

Accepted formats: images (jpg, jpeg, png, bmp), video (ogg, ogv, webm, mp4), links (must start with http://).

Schedule messages and playlists

In the Scheduler tab, messages and playlists are assigned to services and displays and scheduled via a calendar view. Set start and end dates for messages; set start time and playlist for display schedules.

8. Calendar

Introduction

The Calendar is administrated in the Calendar Admin application. Configure: Branches, Services, Resources, Week Schedules, Appointment Profiles, and System Settings.

Definitions

• Resource – an entity (staff member/room/item) for which appointments can be booked.
• Resource Group – a group containing one or more Resources, with Services assigned that can be booked. Related to one Branch.

Branches

The Calendar keeps its own Branch objects. Fetch branch settings from Orchestra Central using the Fetch button. Branch fields: Name, Address, Zip/Postal Code, City, Country, Phone, Email, Time Zone, Geo Location, Public Id, Orchestra Branch Id.

Services

The Calendar keeps its own Service objects. Fetch from Qmatic Orchestra using the Fetch button. Service fields: Name, Enabled, Duration, Additional customer duration, Orchestra Service Id, Enable public booking.

Resources

Each Resource has a Name and Color (hex code). To create a Resource, click Create New Resource and enter the name and color.

Week Schedules

Note: The Week Schedule set up here is only used for the Public Booking API.

To create a Week Schedule, click Create New Week Schedule. Enter a Name, select Bookable days and Working days, enter Opening Hours, and mark disabled time periods in the calendar.

Appointment Profiles

Note: At least one Resource Group must be created before creating an Appointment Profile.

Appointment Profile fields: Name, Services, Resource Group, Week Schedule, Allow booking (days/minutes from now), for a period of (days), Slot interval (minutes), Booking Threshold (%).

Resource Groups

To create a Resource Group, click Create New Resource Group, enter a Name, and select the Resources that should be Members.

System Settings

Note: You need to restart Qmatic Orchestra after changing these settings.

Key settings sections:

• Orchestra Synchronization Settings – username/password, disable service synchronization, unique customer identifier field.
• Online Booking Settings – Reservation Expiry Time (default 600s), unique customer identifier, pre-populate on startup, custom slot length, calculate slots after capacity blocks.
• Appointment removal settings – delete appointments older than N days (default 90).
• Appointment locks settings – max locks per user (default 1), lock timeout minutes (default 10).
• Calendar client settings – start time, end time, and first visible hour in Calendar Client.
• Audit settings – audit blocking appointments (default: on).
• Browser settings – HttpOnly cookie flag, Secure cookie flag.

Booking logic

The default behaviour is a fill-resource-to-threshold logic: the system fills resources one by one until a set percentage of time slots for that Resource have been booked. Resources with blocking appointments are always selected last to maximize available slots.

Blocking Appointments

Blocking Appointments are synthetic appointments used to block time slots. They only affect the Public Booking API. Three kinds:

• No Branch set – blocks all resources across all Branches for that time period.
• Branch but not resource set – blocks all resources for the specified Branch.
• Branch and resource set – blocks the specific resource (in all Branches if tied to multiple).

Calendar FAQ

How is the Week Schedule open hours used?

Time slots returned by the Public API will always be between the Week Schedule start and end time. The end time of an appointment will not be after the Week Schedule end time.

Why is there a difference between Week Schedule open hours and Branch open hours?

Branch open hours are for informational purposes. The Week Schedule exclusively defines when the Branch accepts appointment bookings.

How does the "additional customer duration" on the Service work?

Each additional customer on an appointment may increase the total free time required for a Resource. For example, with a 5-minute duration and 3 additional minutes per extra customer, a family of 4 requires 5+3+3+3 = 14 minutes.

How does the "Allow booking N days M minutes from now for a period of NN days" work?

This only applies to the Public API. It affects the base date range from which bookable dates and timeslots are evaluated.

What are the "Orchestra Branch Id" and "Orchestra Service Id" fields?

They map Branch and Service objects to their counterparts inside Qmatic Orchestra. Typically populated automatically via the Fetch button.

9. Notifications

Introduction

The Notification Admin application configures how and when SMS messages and/or emails are sent to customers and staff. Changes take effect immediately.

Appointments

For appointments, notifications can be sent when an appointment is booked (confirmation), as a reminder before the appointment, and when an appointment is cancelled.

Important: Always configure both SMS message, Email subject and Email message for all active appointment messages, as the notification method selected by the staff member or customer at booking time will override the default settings.

Visits

For visits, notifications can be sent when a visit is called, created, ended (e.g. for feedback surveys), or reaches certain positions in the queue. Staff can also trigger notifications manually from Counter or Concierge.

Staff Alerts

Alerts can be sent when SLA has been reached, or when a customer arrives at a specified queue or service.

Setup to get started

Before you start:

1. Obtain an email/SMS provider capable of handling heavy load.
2. Add the Notification unit type to the wanted equipment profiles and configure it correctly.

Setup steps:

1. Configure time and date format (General > Date Time format).
2. Configure user credentials (General > User Credentials) — the user needs access to: Appointment, EntryPoint connector, ManagementInformation connector, ServicePoint connector, Notification connector.
3. Configure SMS Settings — select gateway type (SMTP/HTTP/Beepsend/Qmatic SMS), enter required settings, and test via Test SMS Configuration.
4. Configure email settings (SMTP server) and test via Test Email Configuration.

Configure visit messages

Visit Call

SMS only (not email). Requires the Visit Call parameter enabled on branch level in the Notifications unit type.

1. Go to Visits > Visit Call.
2. Select branches and queues.
3. Click Save.
4. Select service and enter message (insert parameters as needed).
5. Click Save.

Visit Create

1. Go to Visits > Visit Create.
2. Select message type: Email then SMS / Email / SMS / Both Email and SMS.
3. Select branches and queues, click Save.
4. For SMS: select services, enter message.
5. For email: select content type (TEXT or HTML), enter subject, select services, enter message.
6. Click Save.

Visit End

Follow the same steps as Visit Create. Useful for sending customer feedback surveys.

Visit Update

Allows a staff member using Counter or Concierge to manually trigger a notification (e.g. send a mobile ticket link). Follow the same steps as Visit Call.

Visit Positions

SMS only. Sent when a visit reaches certain positions in the queue (positions defined in the Notifications unit type).

Configure staff alerts

SLA Alerts

Alert staff when waiting customers or waiting time exceeds specific levels. To add an alert: click Add, select based on queue or service point, configure type/status/alert level/reset level/role/notification type/message, then click Save.

Arrival Alerts

Alert staff when a customer arrives (e.g. when an appointment customer checks in). Configure type (queue/service), when (create/transfer/both), appointment or visit, receiver type, notification type, message, then click Save.

Custom Alerts

Triggered by custom events (e.g. bad feedback marks). First add a custom alert parameter in the Parameters tab (name must start with CUSTOM_), then configure the alert in Staff Alerts > Custom Alerts.

Configure appointment messages

Appointment Confirmation

Sent as soon as an appointment is booked.

1. Enable by checking the checkbox.
2. Enter Check Interval (minutes) for how often the system checks for new bookings.
3. Select Type (Email then SMS / Email / SMS / Both Email and SMS).
4. For Phone Field, select "Other Appointment field (please specify)" and enter phoneNumber.
5. Select branches and services.
6. For email, select content type (select HTML if you want QR codes embedded).
7. Optionally select "Attach iCalendar".
8. Edit messages per language and click Save.

Appointment Reminder

Sent a defined time before the appointment start time. Configure: enable, check interval, first/second reminder times (enter 0 for no second reminder), type, phone field, branches/services, content type, and message per language.

Appointment Cancellation

Useful when a staff member is ill or a branch closes unexpectedly. Configuration steps follow the same pattern as Confirmation and Reminder.

Parameters

Parameters inject dynamic information into messages using the format {{parameterName}}.

Visit parameters

Key appointment parameters

Add languages

1. In Parameters tab > Additional Languages, click Add.
2. Add a Language Name and Language Code (e.g. nl).
3. In the Appointments tab, edit messages for each language.

Note: Once all configuration is done, restart Qmatic Orchestra before starting to enter appointments.

10. Concierge

For instructions on how to set up Concierge, please see the separate Concierge manual, found in Xtend.