Qmatic Orchestra and the Orchestra database are installed as one central installation at the head office. The branches are installed with hardware such as ticket printers and displays.
The journey of a visit
The point where a customer enters the system and is assigned to a queue is called an entry point. This can be a manned reception, or a kiosk/ticket printer in the branch.
More elaborate entry points can issue SMS-tickets or email appointments.
The customer is guided through the customer journey by presentation points, that present information about where to go next. These presentation points may be in the form of displays, voice units and so on.
The customer is then served at a service point, such as a counter. Different counters may have different properties making them capable of serving certain services. For example, some counters at a bank may handle cash services, while others do not.
The call and serve procedures, described below, include issuing tickets to a customer, calling the customer for service, working with the visit, and completing the transaction.