Concierge : Set up Concierge
  

Set up Concierge

The following section describes how to set up Concierge.
After installing Concierge in Orchestra, you should configure your unit types (in System Administration and Business Configuration), users and roles (in User Management), calendar (in Calendar Admin), and notifications (in Notification Admin). Below we will go through these steps in more detail.

Unit Types

For more information about the Unit Types, please see the Standard Unit Types Guide. The following steps should be specifically considered for Concierge:
1. Log in to Orchestra with system administration rights. In the System Administration application, add the wanted Concierge Unit Type(s), depending on if you want to use Concierge with or without a printer and what kind of printer you want to use.
If you want to use notifications, you should also add the Notification Unit Type.
2. When you have added the Unit Type(s), check their configuration. On this level, you can for example enter a privacy policy. When done, click Save.
3. In the Business Configuration application, add the Concierge and Notification Unit Type(s) to your Equipment Profile.
4. Configure the Unit Types, in your Equipment Profile. On this level, there are quite a few settings that need to be configured. Most of these settings are selected by default. For example, you need to select
• an auto close value, i.e a time after which Concierge logs out the user if he/she has been inactive.
The Auto close value must be less (in seconds) than the shiro timeout value, set on the server
• which flows that the users should have access to
• which kinds of transfer between queues that should be allowed
• if it should be possible to remove visits and cancel/reschedule appointments
• which time interval that should be displayed as default in the appointment list for upcoming appointments
• which notification method options (sms/email/ticketless) that should be available
• if it should be possible to add notes
• if you want to be able to use QR codes to identify visits or appointments. For more info, see “Using QR codes in Concierge” .
• what should be the default country code for phone numbers
• if you want to use VIP Levels.
• if you want to support Multi Branch (allows users to books appointments in another branch) and Multi Service (allows users to add several services)
• if you want to show Estimated wait time
• which services should be available for quick serve.
If you use the unit type Concierge Button or Concierge Touch, you also need to configure the settings for the printer.
When done, click Save.
5. Configure the unit types for every branch. On branch level, you for example set the IP address of your printer(s). Make sure that you Save and Publish each branch when done.

Users and roles

In the User Management application, select the wanted roles for the users that will be using Concierge Agent. There are two roles to choose between:
• ConciergeAppointmentUser - can run both Concierge Agent Visit and Appointment work flows on assigned branches.
• ConciergeVisitUser - can run only Concierge Agent Visit work flows on assigned branches.
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.

Calendar

If you will be using Appointments together with Concierge, make sure that your calendarUser has access to the correct branches.
Configure the calendar in the Calendar Admin application. For more information, see the Administrator’s Guide for Orchestra. In addition to the normal setup, the following steps should be specifically considered for Concierge:
• Make sure that you have configured the Reservation Expiry Time setting on the System Settings tab to your liking. This will determine how long time you have to finish creating an appointment after you have chosen a time slot.The default time is 600 seconds.
• On the Services tab, you should consider if you want to add Additional customer duration time to your services. For more information about Additional customer duration, see “Q: How does the "additional customer duration" on the Service work?” .
Note that Concierge automatically selects available dates and time slots, depending on what is set up in the Calendar Admin application.
• When creating your Appointment Profile(s), you should consider the Allow booking setting, as in the picture below:
This setting will have affect on number of days and minutes from now that booking should be allowed.
The Appointment Profiles also determine which services can be booked in combination when creating appointments in Concierge.

Time and date convention

You can choose if you want to use AM/PM or 24 hour, and which date format you want (for example YY-MM-DD or YY/DD/MM). This affects how you see the time and date in Concierge. Go System Administration > Parameters > General Parameters > System > Time Convention/Date convention to change the settings to your liking.

Notification

If you are going to use notifications together with Concierge, there are a few steps that you need to follow in the Notification Admin application. For more information, see “Notification” . In addition to the normal setup, the following steps should be specifically considered for Concierge:
a) Make sure that you have configured the Visit Create and Appointment Confirmation sub tabs, since these are mandatory when using all the flows in Concierge
• In the Appointment Confirmation / Appointment Reminder /Appointment Cancellation (if used) sub tabs, check the Check Interval (Minutes) setting so that it is to your liking. This setting may cause a delay if it is set to a high number.
• Make sure that you 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 your email messages, you need to use the qrCodeInternalId parameter and we recommend that you select HTML as Content Type. This way the QR Code will be included in the email, instead of in an attachment.

Using QR codes in Concierge

The prerequisites for the use of QR codes is that a QR code is included on the ticket layout, which is created in the Surface Editor application. For more information, see “Surface Editing” . The supported QR code types are QR Code (containing a Ticket ID) and the Mobile Ticket URL QR Code (containing a branch ID and a ticket ID).
To use QR codes in desktop mode for Concierge, a scanner needs to be installed. The QR scanner must be programmed to interpret all characters as American English.
If you place the mouse pointer in a text editor, and then scan the QR code it shall look something like this:
{"appointment_id":"605","branch_name":"Gothenburg","branch_id":"2","appointment_date":"2019-03-17T11:45:00"}

Start using Concierge

You should now be ready to log in and start using Concierge. For more info about using Concierge, see the chapter about Concierge in Orchestra User’s Guide.