Avantech-QMS is Queue Management System made by Serbian company Avantech electronics. QMS (Queue Management System) presents a technical solution for long queues in waiting rooms. The system gives both clients and clerks the working environment without
crowds and stress, as well as high technology organization of work with equal distribution of work among employees.

  • Solution for crowds and stress in waiting rooms;
  • Guarantees confidentiality of conversation between clerk and client;
  • No stress for the client: one service has only one waiting line;
  • All menus, papers, dialogues and software can be written in any language with the support for any international alphabet (Arabic, Farsi, Cyrillic etc.);
  • Full support for disabled and handicap persons (e.g. every clerk has the possibility to print the ticket at the ticket dispenser or remotely using his/her PC workstation)
  • Integrated sound system for automatic roll call of clients;
  • Listing of all statistical data and settings is performing by "Google Like" user interface;
  • The device is completely modular (both hardware and software. Anti-vandal hardware design);
  • Additional software modules and services are developed (monitoring on the national level, SMS notifications, luck games ...);
  • Even with advantages compared to the competition – very good price!

Short description how the Avantech-QMS works


When entering the counter room, a citizen/client, approaches metal ticket dispenser where he/she selects the type of service. The ticket printer is located in the device casing. If the installed version does not have touch screen, next to each anti-vandal button is a diode in the metal casing signaling if the function/service is active at the given moment. After selecting the service, the user gets the ticket with the queue number, as well as the list of counters offering selected type of service, logo of the organization/institution, exact time the ticket was generated, as well as approximate waiting time, commercial message (the management places the commercial on the ticket and it can be updated daily on the PC by using any web browser).

 
Besides the counter displays, also the so called central displays can be used in order to show the queue numbers of the clients that are served at the moment with information about the position where they are served. After every change (roll call of the next citizen/client) audio
signal can be heard as well. In institutions where the organizations of the counters/officers are more or less intuitive, instead of the central display, a "counter" display for the given service can be used. In this situation, the display has the same function as the central display, except for the information about the counter where the user with the certain number is serviced.

Citizen/client waits for his/her number to appear on the display or to be called over audio system.


When starting the work day, the clerk at the counter identifies himself/herself, as well as the type of service he/she will be performing. After servicing every user, the clerk presses the function button “next client”. In case the user with that number does not show up, this number
can be put on hold, skipped or called again. During the course of work days the type of service can be changed, the clerk can go on a break etc. By pressing the function button AUDIO CALL the clerk can use audio system to call the client. 

Web browser is used in order to access to all the data and statistics. The data can be displayed on each network PC via web browser.

 

Why Avantech-QMS?

 
 

Software is open-code type and is easily integrated in other application solutions e.g. Customer Relation Management or Digital Signage applications. There is no need for additional software licenses from other vendors for legal work of the system.

 

 

 

  • Every clerk can at same time serve more than one type of services with different level of priorities.
  • The client can, without installing any application on his/her mobile phone, take a ticket with the queuing number via his/her mobile phone and monitor the status of the queues! in the branch
  • At the entrance of the branch (outside of the branch) one unique QR code should be mounted with short manual (in very few words) explaining how clients should use this QR scanning feature:

 

  • The client scans the QR code with his/her mobile phone;
  • After the scanning the QR code, web page with info about the queuing status in that branch automatically appears in the web browser of the client’s mobile phone (list of all type of services provided by the bank in that branch, last called queuing number for each type of service, status of the type of service, number of clerks that provide each service and number of clients in the queue for each type of service);
  • On the same web page the “Please take a queuing number “ button is provided too;
  • If the client decides to press “Please take a queuing number “ button, system first checks the geo-location of the client’s mobile phone and info about the internet access of the client mobile phone (note: in order to prevent fake claims of the service only clients who are located in range of 50m from the branch and who are accessing internet via 2G/3G/4G/5G mobile data network are allowed to use this feature - all other clients will be rejected in order to provide fraud prevention over internet) ;
  • If the geo-location is not activated on the mobile of the client, the system asks the client to activate geo-location on the mobile phone and after the activation the client is allowed to move on the next step;
  • The lists of all services in that branch is provided on the web page showed on the client’s mobile phone (same list and interface as same as on the screen of AvantechQMS ticket dispenser placed inside of the branch);
  • The client chooses/selects the type of service on his/her mobile phone similar to selection on the touch screen of the ticket dispenser placed inside of the branch (the client is allowed to select preferred language from the list as same as on the touch screen of the ticket dispenser placed inside of branch);
  • Once the client selects the type of service on his/her mobile phone, the ticket with queuing number in PDF format is automatically downloaded into the client’s phone (same appearance as ticket printed on the ticket dispenser placed inside the branch) and the ticket with queuing number appears in the web page showed in web browser of the client’s mobile phone jointly with info about the queuing status in the branch;
  • The client waits to be served at any location/position near the branch (e.g. cafe, grocery store, park, etc.) with no need to enter the branch before he/she is called to be served;
  • This feature, besides stress less servicing of the clients, guarantees the recommended Covid19 physical distances for clients, too!

The advantage of this kind of technical solution, unique on the market, is:

  • The clients do not need to have any Queue Management Mobile Application installed on their phones! Knowing the facts that clients do not prefer to install any additional applications on their phones;
  • Only web-browser, QR code reader and 2G/3G/4G/5G mobile internet connection are needed! (note: all newer mobile phones come with pre-installed QR reading functionality and older phones can use any free of charge QR reader application provided on the Google and Apple Store);
  • The features works on all available Smart Mobile Phones operating systems (Android, IOS, Linux, Windows etc.).

VIP client functionality which allows VIP clients to get special quality of service (e.g. service without waiting in queue). Identification of clients is done via following cards:

a. Credit/Debit card (Visa, Master, Diners, American Express…)

 

b. Chip ID card,

 

c. Avantech-QMS priority service card used by clerks in order to serve some clients with higher priority (e.g. pregnant women, mothers with small children, handicap persons etc.),

 

d. Loyalty card.

 

Client who is recognized as VIP client is supposed to identify himself/herself by inserting his/her payment card or identification card with chip into card reader in the ticket dispenser. After the identification, Avantech-QMS sends via web service to the information system of the investor following encrypted information: IBAN number of the payment (in case that client was identified by the payment card) or ID card number (in
case that client was identified by the ID card with chip). Based on that information, the information system of investor (e.g. Customer Relation Management application) replies to Avantech-QMS following:

  • information about the client’s VIP status (VIP level of quality of service);
  • commercial message on the language that client selected (bitmap or text) – Note: the received commercial message will be printed at the bottom of the ticket;
  • URL link of the web page that will be presented as “embedded” window on the Avantech-QMS screen of the screen when the identified client is called to be served. This embedded web page could be e.g. a questioner made by the CRM or ID card of the client etc. (Note: if the text message is sent instead the URL, the text will be shown instead the “embedded” window).

 

Only one device is used in order to read payment and chip ID cards. One reading device cannot confuse client where to insert his/her payment or chip ID card and it reduce the “hardware points of possible failure” to the minimum. It is important to say that there is real possibility that client can forget his/her payment card or chip ID card in the reader and because of that Avantech-QMS does not allows client to get the ticket before hi/she takes his payment card or chip ID card out the reader. The process of client/reading device interaction is given on following diagram:

 

 

Avantech-QMS system contains also audio system with several audio inputs (one auto talk-off) which means that quiet ambient music can be played from any PC in the institution. If the client does not show on the counter after his number is called, clerk can press the function button for audio roll call of the client which automatically silences the ambient music and the speakers distribute the message similar to this: "Client L156, counter P12":


“Client” → “L” → “one hundred fifty six” → “counter” → “P” → “twelve”


As you can see the numbers are generated as whole number instead to be read cipher by cipher like it is done by competitor’s systems (“Client” → “L” → “one” → “five” → “six” → “counter” → “P” → “one” → “two”).Generation of audio messages based on whole number reading instead cipher by cipher reading considerably shortens message duration and makes it much more clear for the clients.

The sound system is modulated so it can be transmitted to longer distances via standardized Ethernet cables, without problems usually generated by electrical 220VAC cables (harmonics on 50Hz usually create irritating buzzing in the speakers).

Language of the auto-generated message is the one selected by the client – note: as of now, the audio files are available in Serbian, English, Croatian and Hungarian language (included in the installation). The language templates for other language can be easily prepared for any other language without any additional cost.

 

Entire hardware and software is designed and produced by Avantech Electronics. This offers endless opportunities to adjust the system according the investor’s functional and esthetic request.

Any clerk in any time can by using its web browser to remotely print the ticket for the client on the ticket dispenser. That means that clerk instead the client can select the type of service on his/her PC and after that the ticket is printer on the ticket dispenser. 

Clients can rate the quality of performed service(s) by reading the QR code printed on the ticket with quieting number. The reading can be done or via reading the QR code on 2D barcode reader integrated in the ticket dispenser or via reading by mobile phone. This rating provides an adequate set information for proper analyze of the performed service such as how long the client waited to be serviced, which service(s) is/are provided to the client, which clerk(s) serviced the client etc.

 

Avantech-QMS system is independent from DHCP server and regular web browser is used for the communication with the system (this significantly simplifies maintenance of the system, i.e. there is no need for the presence of employees from the IT sector to connect additional PC workstation to the system). System works both with dynamic and static IP addresses, therefore the investor is not forced to use certain IP address plan.

In order to communicate with Avantech-QMS no software beside web browser is needed to be installed on the PC workstations. Any installation of executive code on the PC workstation could implicate the problems with software companies who developed and installed other applications such as front office application, banking core application etc. Namely, software companies almost always insist in contracts that any software besides authorized software (such as Microsoft products, Adobe, Java, etc) is not supposed to be installed on PC work station without written permission, otherwise software manufacturer cannot guarantee for the proper work of the application.

The Avantech-QMS is based on the incremental logic. The system administrator defines which range the numbers for certain types of services is given: e.g. "service type 1" can have range of numbers 0000-9999, "service type 2" range of numbers P000-P999, "service type 3" range of numbers C000-C999 etc... This way, the client can plan his/her time, since there is clear incremental logic i.e. after P031,  whatever happens, comes P032,then P033 etc.

All menus and tickets can be written in any alphabet (Latin, Cyrillic, Arabic, Chinese, Farsi…) and can include the following as well:
- Logo in graphic format,
- Name of the selected type of service,
- List of working places/counters/offices currently working on selected type of service (if the clerk changes the type of service or goes on break, this working place is no longer printed on the ticket),
- Range of numbers from which the numbers are issued for selected type of service,
- Time and date the ticket was issued, number of clients waiting in that queue to be served,
- Optional approximate estimation of waiting time;
- Optional commercial /advertisement message in bitmap or in textual format.

Ticket dispenser is portable and movable (it contains steel weights, so it cannot be easily knocked down) and has leveling legs so that the investor can move it later on if there is need for it.

All Avantech-QMS hardware elements beside sound speakers are connected via standard RJ-45 UTP/FTP connectors, which make installation much easier. 

Sliding system in the ticket dispenser that make easy pull out the printer out of the ticket dispenser in case of paper jam (all the printers have Anti-Jam system and protection that stops the ticket from being pulled until it is completely printed – if the printer does not have this type of protection, printing mechanism is malfunctioning when tickets are pulled while being printed).


All cables are physically protected, so in case they are accidentally pulled from infodesk/ticket dispenser the hardware elements are not damaged.


Very reasonable price compared to other competitive products! Etc...


Avantech Electronics doo is Serbian company working on development of applied electronic systems and is the leader in production and implementation of queue management systems in the region. Avantech-QMS hardware/software is technically equipped to adjust web
architecture, i.e. each informational system can communicate with Avantech-QMS queue management system via web service (e.g. "get" and "post" URL requests). Avantech-QMS system was made under the open code license, so the investor can modify it and adjust it according to his/her needs, or remodels it if necessary. Web architecture gives the multilingual option which is of crucial importance for multilingual communities (ticket with the number and automatic audio message on the speakers is generated in the language selected by the client).

 

Description of booking process - algorithm