Appointment Booking Manual

Document: 229.01L — Qmatic

Copyright Notice

The information in this document is subject to change without prior notice and does not represent a commitment on the part of Q-MATIC AB. All efforts have been made to ensure the accuracy of this manual, but Q-MATIC AB cannot assume any responsibility for any errors and their consequences. This manual is copyrighted and all rights are reserved. Reproduction is not allowed without written permission from Q-MATIC AB.

COPYRIGHT © Q-MATIC AB, 2024. Feedback and questions: documentation@qmatic.com.

1. Installation

1.1 General Information

Appointment Booking provides an efficient and user-friendly way for staff members to manually book appointments, for example at a call centre or a reception. Changes to settings take effect the next time a user logs out and back in. It is recommended to make changes during non-office hours. This application can only be used on the central system, not on distributed agents.

Requirements

• Orchestra 7 or later.
• Calendar functionality configured in Calendar Admin.
• PS Notification 1.8 or later for custom booking confirmation and custom information fields (sections 2.1.1 and 2.3.2).
• Advanced search functionality available from Orchestra 7.1 and Appointment Booking 4.1.0.

1.2 Install Appointment Booking

1. Copy appointmentbooking.war to <Orchestra_install_dir>\system\deploy.
2. Copy appointmentbooking.properties to <Orchestra_install_dir>\system\conf\lang. Also add any additional language files.
3. Add the required access modules by executing the following SQL queries against the qp_central database:

PostgreSQL:

INSERT INTO applications
  (id,branch_app,is_distributed,enabled,icon_url,url,version,view_index)
  VALUES ('appointmentlist', true, false, 0, NULL, NULL, 1, 101);
INSERT INTO application_modules
  (id,is_distributed,enabled,icon_url,privilege_level,url,view_index,application_id)
  VALUES ('appointmentlist', 0, 0, NULL, 20, NULL, 0, 'appointmentlist');

INSERT INTO applications
  (id,branch_app,is_distributed,enabled,icon_url,url,version,view_index)
  VALUES ('appointmenthistoryaudit', true, false, 0, NULL, NULL, 1, 101);
INSERT INTO application_modules
  (id,is_distributed,enabled,icon_url,privilege_level,url,view_index,application_id)
  VALUES ('appointmenthistoryaudit', 0, 0, NULL, 20, NULL, 0, 'appointmenthistoryaudit');

INSERT INTO applications
  (id,branch_app,is_distributed,enabled,icon_url,url,version,view_index)
  VALUES ('appointmentbookingclient', true, false, 0, NULL, NULL, 1, 101);
INSERT INTO application_modules
  (id,is_distributed,enabled,icon_url,privilege_level,url,view_index,application_id)
  VALUES ('appointmentbookingclient', 0, 0, NULL, 20, NULL, 0, 'appointmentbookingclient');

SQL Server:

USE [qp_central]
GO
INSERT INTO [qp_central].[applications]
  ([id],[branch_app],[is_distributed],[enabled],[icon_url],[url],[version],[view_index])
  VALUES ('appointmentlist', 1, 0, 0, NULL, NULL, 1, 101)
GO
INSERT INTO [qp_central].[application_modules]
  ([id],[is_distributed],[enabled],[icon_url],[privilege_level],[url],[view_index],[application_id])
  VALUES ('appointmentlist', 0, 0, NULL, 20, NULL, 0, 'appointmentlist')
GO
INSERT INTO [qp_central].[applications]
  ([id],[branch_app],[is_distributed],[enabled],[icon_url],[url],[version],[view_index])
  VALUES ('appointmenthistoryaudit', 1, 0, 0, NULL, NULL, 1, 101)
GO
INSERT INTO [qp_central].[application_modules]
  ([id],[is_distributed],[enabled],[icon_url],[privilege_level],[url],[view_index],[application_id])
  VALUES ('appointmenthistoryaudit', 0, 0, NULL, 20, NULL, 0, 'appointmenthistoryaudit')
GO
INSERT INTO [qp_central].[applications]
  ([id],[branch_app],[is_distributed],[enabled],[icon_url],[url],[version],[view_index])
  VALUES ('appointmentbookingclient', 1, 0, 0, NULL, NULL, 1, 101)
GO
INSERT INTO [qp_central].[application_modules]
  ([id],[is_distributed],[enabled],[icon_url],[privilege_level],[url],[view_index],[application_id])
  VALUES ('appointmentbookingclient', 0, 0, NULL, 20, NULL, 0, 'appointmentbookingclient')
GO

Oracle:

INSERT INTO applications
  (id,branch_app,is_distributed,enabled,icon_url,url,version,view_index)
  VALUES ('appointmentlist', 1, 0, 0, NULL, NULL, 1, 101);
INSERT INTO application_modules
  (id,is_distributed,enabled,icon_url,privilege_level,url,view_index,application_id)
  VALUES ('appointmentlist', 0, 0, NULL, 20, NULL, 0, 'appointmentlist');

INSERT INTO applications
  (id,branch_app,is_distributed,enabled,icon_url,url,version,view_index)
  VALUES ('appointmenthistoryaudit', 1, 0, 0, NULL, NULL, 1, 101);
INSERT INTO application_modules
  (id,is_distributed,enabled,icon_url,privilege_level,url,view_index,application_id)
  VALUES ('appointmenthistoryaudit', 0, 0, NULL, 20, NULL, 0, 'appointmenthistoryaudit');

INSERT INTO applications
  (id,branch_app,is_distributed,enabled,icon_url,url,version,view_index)
  VALUES ('appointmentbookingclient', 1, 0, 0, NULL, NULL, 1, 101);
INSERT INTO application_modules
  (id,is_distributed,enabled,icon_url,privilege_level,url,view_index,application_id)
  VALUES ('appointmentbookingclient', 0, 0, NULL, 20, NULL, 0, 'appointmentbookingclient');

4. Restart Orchestra Central.
5. Set up roles and user rights. See section 1.3.

1.3 Access Rights

Users of Appointment Booking must be assigned to a role with the following required access modules:

• Appointment
• Appointment Booking
• Calendar
• Connector Service Point

The following access modules are optional, depending on what the user should be able to do:

2. Settings

2.1 Configure General Settings

Go to Settings > General to configure:

• Auto close time (seconds) — Time after which the application automatically logs out the user.
• Allow create new customer — Enable or disable creating new customers.
• Allow multi service selection — Enable or disable selecting more than one service per appointment.
• Allow all branches — Enable appointment booking for all branches.
• Allow multiple people per service — Enable or disable adding multiple people per service.
• Duplicate services — Add services according to the number of customers (for statistics).
• Max number of adults — Configure the maximum number of adults.
• Max number of children — Configure the maximum number of children. Set to 0 to hide the children option.
• Max number of customers — Maximum customers per appointment. Disabled if Allow multiple people per service is enabled.
• Show resource — Enable or disable showing the resource name.
• Send appointment stat event — Enable or disable sending a stat event for appointment origin.
• Apply system parameter date format — Use the date format from system parameters.
• Enable appointment history audit — Enable or disable Appointment History Audit.
• Enable appointment list — Enable or disable Appointment List.

2.1.1 Change Standard Booking Confirmation

Appointment Booking includes a standard booking confirmation that can be printed. To use a custom confirmation instead:

1. Go to Settings > General and enable Show email template for printing.

When enabled, the confirmation is retrieved from the email appointment confirmation set in Notification Admin. This allows you to include, for example, a QR code and have booking confirmations in different languages.

2.2 Configure Booking Confirmation Options

Go to Settings > Notification Options to configure:

• SMS — Enable or disable sending booking confirmation by SMS.
• Email — Enable or disable sending booking confirmation by email.
• Both Email and SMS — Enable or disable sending confirmation by both channels.
• No notification — Enable or disable the option to skip sending a booking confirmation.
• Option preselected by default — Select which enabled notification option is preselected as the default.
• Resend Confirmation — Enable or disable the option to resend booking confirmations.

2.3 Configure Information Fields

2.3.1 Title and Notes

Go to Settings > Titles and notes to enable or disable the Title and Notes fields on the appointment form.

2.3.2 Add Custom Information

To include custom information in the appointment confirmation message sent to the customer:

1. Enable the Info to customer field in Appointment Booking settings.
2. In Notification Admin, add the parameter {{custom.infoToCustomer}} to the messages where you wish to include the custom information (e.g. in the appointment confirmation message). The parameter is replaced by the text entered in the Info to customer field in Appointment Booking.

2.4 Configure Customer Input Fields

When adding a new customer, you can configure which customer information fields staff members can or must fill in. First and last name are always required.

Go to Settings > Customer input fields. The following fields are available:

• First and last name (always required)
• Phone number and default country code
• Email
• Date of birth
• Language

2.5 Appointment List Settings

Go to Settings > Appointment List Settings to configure which columns to include in the Appointment List. Available columns:

• Date, Start, End
• First Name, Last Name
• Resource
• Notes/Conf
• Services
• Email, Phone Number
• Updated
• Status
• Date of birth

3. Using Appointment Booking

3.1 Introduction

Appointment Booking provides an efficient way to book and manage appointments. With Appointment Booking, you can:

• Create appointments
• Edit appointments
• Remove appointments
• Create customers
• Edit customers

Depending on your system configuration, your interface may look different from the examples in this guide.

3.2 Overview

Click the Appointment Booking icon on the Orchestra home page to open the application. The landing page is the booking flow. The top banner provides options to: navigate to the Orchestra home page, launch online help, and log out.

3.3 Quick Guide — Create an Appointment

1. Select a customer and one or more services.
2. (Select number of customers, if applicable.)
3. Select a branch.
4. Select a date.
5. Select a time.
6. Select a notification method.
7. Optionally, add a title to the appointment.
8. Optionally, add notes to the appointment.
9. Optionally, add info to customer (included in the confirmation message).
10. Optionally, select to print a customer copy.
11. Click Confirm.

3.4 Select a Customer

To search for an existing customer, start typing in the search field. Once two characters have been entered, the system searches for customers. You can search by name, phone number, email, or a combination. Select the customer from the search results.

To remove the selected customer and return to the search, click Clear & search.

3.5 Edit a Customer

To update customer information:

1. Find and select the customer.
2. Click the pencil (edit) icon next to the customer name. The Update customer window opens.
3. Update any information as required.
4. Click Update.

3.6 Adding a New Customer

1. Click New customer. The Add customer window opens.
2. Enter the applicable information and select a notification language.
3. Click Save & Add to save the customer and add them to the appointment.

3.7 Create an Appointment

1. Find or add a customer first (recommended, though a customer can be added at any point during the process).
2. Search for or select one or more services from the list.
3. If applicable, select the number of adults and children per service.
4. Search for or select the branch from the list. The branch address is displayed below the list.
5. Select the wanted date. Unavailable dates are shown accordingly.
6. Select the wanted time. Click the hour indicators on the side to jump to a specific part of the day.
   • If a selected time slot is no longer available, you will be notified.
   • Once a time slot is selected, a countdown timer starts for the reservation. You will be notified before the reservation expires.
7. Select the notification method (SMS, Email, Both, or No notification).
8. If a phone number or email is required but not on file, a popup allows you to enter one temporarily or save it to the customer object.
9. Optionally, enter a title and notes for the appointment.
10. Optionally, enter extra information for the customer to be included in the appointment confirmation.
11. If you want to print a customer copy, select the print checkbox. A print preview will be displayed after clicking Confirm.
12. Click Confirm to finalize the appointment.

3.8 Cancel or Reschedule an Appointment

To cancel, reschedule, or edit an appointment, find the customer first (see section 3.4) or locate the appointment in the Recently booked list (section 3.10). Then click View booked appointments.

The customer’s past and future appointments are displayed. For past appointments (status Done or Missed), only printing is available. Future appointments can be cancelled, edited, and printed.

To cancel an appointment: Click the Cancel icon next to the appointment. Confirm the cancellation when prompted.

To reschedule or edit an appointment:

1. Click the Edit icon next to the appointment.
2. The current appointment details are displayed at the top of the landing page and highlighted in the Edit appointment card. For multi-service appointments, hover over the service link to see all included services.
3. Edit the details as required, then click Confirm changes. The old appointment is cancelled and a new appointment is created.

3.9 Print Appointment Details

To print the details of a previously booked appointment:

1. Find the appointment via customer search or the recently booked list.
2. Click Print on the appointment card.
3. The appointment confirmation window opens, showing all details. A custom confirmation template can be used if configured (see section 2.1.1).
4. Click Print to print, or Close to return to Appointment Booking.

3.10 View Recently Booked Appointments

Once appointments have been made, the most recently booked appointments appear at the top of the landing page. From here you can edit, cancel, and print them directly without searching. Recently cancelled appointments are shown with a distinct cancelled icon.

3.11 Resend Booking Confirmation

1. Find the customer by searching or using the recent appointments list.
2. Click View booked appointments.
3. Find the appointment and click Re-send Confirmation.

3.12 Using Appointment List

Appointment List shows all appointments for a branch within a selected time period. Click the list icon in the top right corner of Appointment Booking to open it.

3.12.1 List Appointments

Select a branch and a date range, then click Show. The list displays the following columns (configurable in settings):

• Date, Start, End
• Status (created, arrived, complete)
• First Name, Last Name
• Resource
• Notes
• Services
• Email, Phone number
• Date of birth
• Updated

Click the arrows next to column headers to change the sort order.

3.12.2 Export List

Click PDF or XLS in the top right corner to download the list. If a filter has been applied, only filtered appointments are exported.

3.13 Using Appointment History Audit

Appointment History Audit shows all details about appointments related to a specific customer. Click the clock icon in the top right corner of Appointment Booking to open it.

Search for a customer by name, phone number, email address, or a combination. All appointments related to that customer are shown with the following information:

• Action time — When the operation was performed.
• Operation — CREATE, UPDATE, or DELETE.
• Appt Id — Appointment ID.
• Start time, End time
• Branch, Resource
• Services, Title, Notes
• User — User who performed the operation.

Click the arrow at the end of a line to expand an entry and view the full appointment change log — all history for that appointment since it was created.

Q-MATIC AB, Box 198, SE-431 23 Mölndal, Sweden. Phone: +46 31 756 46 00. Email: info@qmatic.com. Web: www.qmatic.com