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  • 医院叫号机、医院排队叫号系统、预约排队叫号系统
  • 本站编辑:杭州凡跃科技有限公司发布日期:2019-08-18 11:43 浏览次数:

1. 概述

随着互联网和移动互联网的发展,通过电脑和手机来提前实现各种业务的预约逐步成为一种趋势。如银行、医院、邮政、移动部门、政务大厅、车管部门等。这样既快捷又方便,为顾客节省了大量时间,也为业务部门合理调度办事资源提供了依据。

智能预约排队叫号系统的应用可以大大提高银行办事部门的办事效率,节约顾客的办事时间,极大的减少“城市人”等待的时间,提高方便性,体现智能型,是智慧银行的重要组成部分。

2. 系统介绍

智能预约排队叫号系统是将原有的单点式叫号机,通过互联网实现与网上预约,微信端预约互联互通的一个网络预约系统。

由顾客在网上或者微信客户端提出业务办理预约申请,交换到预约系统数据库,然后顾客在预约时间段内到已预约的营业点取号机上输入手机号码即可打印预约排队号小票,然后排队等待叫号业务办理,办理业务过程中预约顾客可优先办理。

银行管理人员可登录后台管理统计系统,查看各个营业网点的排队及网上预约详细情况,通过后台管理系统可制定更优化的业务办理流程。

通过后台管理系统可将现场的评价系统数据进行上传和统计。

3. 系统结构图

4. 系统流程

1.在触摸屏叫号机端安装有取号程序,当顾客在触摸屏按下业务类型按钮,系统自动打印一张排队小票,并把排队次序数据保存到局域网内后台数据库,同时通过互联网把同样的数据保存到主服务器数据库中,供后台管理查询。

2.当顾客在微信端预约时,则微信客户端连接主服务器数据库提取当前营业厅预约和排队的数据,供顾客参考。同时,顾客需要预约时填写相关详细信息,如身份证号码、手机号、姓名等信息。系统会写入主服务器数据库,并自动产生预约结果,在微信端显示出来。

3.当顾客到了指定营业厅叫号机上,输入预约使用的手机号码,则能自动打印出预约排队小票,进入等待叫号环节。

4.在营业厅,叫号机根据数据库的排队预约数据,驱动并显示在LED屏幕上供顾客查看,当轮到某一顾客时,系统会通过音频广播提醒xxx号的顾客到对应的窗口办理相关业务。

5.营业厅办事窗口,安装有呼叫器,当营业员按下呼叫器,系统则自动排序最近的排队号码到该窗口办理,并通过音频广播播放语音信息,提醒顾客办理。

6.业务办理完毕,顾客可以按下营业厅窗口的评价器,对办事员办事进行评价,数据保存到后台数据库。

7.在营业点或者上级部门,则可以通过该系统的后台程序,查询到各营业点的排队情况及办结记录,办结时间等信息。

5. 方案设计

5.1. 预约

5.1.1. 网上预约

网上预约主要是顾客通过银行官网进行预约登记、预约查询和预约取消。

5.1.1.1. 用户注册

为了管理员方便管理,以及方便用户自身日后登录修改或取消预约业务,用户想实现网上预约功能,首先需注册一个账号,客户需填写自己的个人信息,个人信息包含姓名、性别、联系电话、身份证号码。

5.1.1.2. 在线预约

首先,用户从官方网站页面上点击链接,进入业务办理预约功能,该功能以页面嵌套的形式展现给用户。该页面包含“预约登记”和“我的预约”两项功能。

然后,用户选择需办理的业务单位以及该单位的网点,比如银行,选定后再选择具体的业务类型,比如银行开户注销、汇款等等。

其次,用户还需填写业务办理人的个人信息,个人信息包含姓名、性别、联系电话、身份证号码、预约时间段(如9:00 - 12:00,14:00 – 16:00等等)。

最后,输入系统发送到手机上的的验证码,点击确认预约,预约信息就会记录到系统后台,并提示此次预约成功。预约成功系统会发短信提醒。

5.1.1.3. 我的预约

该模块用于用户查询本人的预约历史记录,以及评价等详细信息。

首先,同样的,用户从官方网站页面上点击链接,进入业务办理预约功能页面,点击查询功能,系统列出该用户的历史预约记录列表,包含预约时间段,业务办理人信息、个人信息、评价信息等等。

5.1.1.4. 取消预约

用户在“我的预约”页面查询出该用户的预约历史记录后,如果是未办理业务的预约,可以进行取消,点击取消按钮,系统弹出提示框是否继续,如果用户确认则将该预约记录置为取消状态。

5.1.2. 移动客户端预约

移动客户端的预约可以采用两种方式:一种是在移动客户端下载安装预约APP,在APP端预约;一种是关注办事机构公共微信账号,在微信端预约。

预约APP可以在官方网站或应用市场上下载并安装来使用;业务部门的公共微信账号也可以扫描二维码关注。

无论APP还是微信端,预约功能如下:

5.1.2.1. 用户注册

跟在网上预约一样,为了方便管理员管理,以及方便用户自身日后登录修改或取消预约业务,用户需要通过APP或微信端,首先注册一个账号,客户需填写自己的个人信息,个人信息包含姓名、性别、联系电话、身份证号码。

5.1.2.2. 预约

首先,选大类,用户登录后,选择需办理的业务单位类型,比如银行等等

其次,选网点,用户选择需前往办事单位的具体地点,比如(邮政银行广州分行体育西路营业部)

然后,选定后再选择具体的业务类型,比如银行开户注销、汇款等等。

再次,选择预约时间段(如9:00 - 12:00,14:00 – 16:00等等)。

最后,输入系统发送到手机上的的验证码,点击确认预约,预约信息就会记录到系统后台,并提示此次预约成功。预约成功系统会发短信提醒。

5.1.2.3. 我的预约

用户登录后,可进入我的预约模块。我‘我的预约’模块,用户可以:

A,查询历史预约记录;

B,取消历史预约;

C,修改历史预约;

5.1.2.4. 更多功能

在更多功能模块中,用户可以:

A,查询网点分布;

B,浏览相关信息,比如 ‘有奖活动’、‘网点变更’、‘失物招领’等;

5.2. 营业厅取号

在移动客户端预约成功后,顾客可以到指定营业厅的排队叫号机上输入手机号码,即可打印预约排队小票。如下:

5.3. 等待呼叫

申请办理业务人员持号票进入休息区,等待工作人员的呼叫。

5.4. 叫号

工作人员通过叫号器进行呼叫申请办理业务人员。

5.5. 业务办理

办理业务人员听到语音播报或看到液晶电视屏提示信息后,前往相应的窗口办理业务。

5.6. 评价

业务办理完后,客户通过评价器对工作人员的服务态度等进行评价。

5.7. 评价数据上传

系统会自动将本地评价数据上传到服务器,如果顾客有差评,系统将及时上传,并自动将差评数据通过短信发送到各网点的分管领导手机上,以便及时处理。

5.8. 短信提醒

系统可根据每个窗口工作人员对每个业务的平均办理时间,以及每个客户前面的排队人数,大致计算出每个客户大致需等待多长时间。系统可提前发短信息提醒客户大致等待时间。

5.9. 后台管理

后台管理模块只针对管理人员使用,管理人员通过特定的页面登录到管理后台后,普通用户无法进入。该模块主要提供对预约登记信息的管理查看、以及一些基础数据的管理,如预约单位、预约业务类型等等,这些信息主要用于用户在预约登记时进行选择。

5.9.1. 系统设置

系统设置主要针对整个预约登记系统的概要性设置,包含是否启用预约功能、开通的网点、管理员密码修改功能。

如果关闭了预约功能,则系统暂时停止接受用户的预约,当用户点击进入预约页面时,系统给出相应的提示。

管理员可以选择已经开通预约功能的网点,如果网点从未开通的,系统给出合理的提示,提示用户该网点并未开通预约登记功能。

同时,管理员可以通过修改登陆密码,来提供帐号的安全性。

5.9.2. 预约管理

预约管理模块列举出了所有用户的预约登记列表,并且可以按时间段、按用户姓名、地区、身份证号进行模糊查询和精确查询。

管理员同时可以按办理客服的工号进行查询,并查看用户对该客服的评价信息。

同时可以筛选出已办理和未办理业务的用户。

5.9.3. 预约单位管理

该功能主要用于可以通过预约进行办理业务单位的管理。

预约单位可以添加三个层级,比如第一级为邮储银行,可以添加下一级为天河支行,下一级为网点等等。

每个预约单位信息至少包含单位名称、单位编码、是否启用两项信息,已经单位地址、联系电话等扩展信息。 当设置为未启用时,前台的预约登记页面不会列出该单位共用户选择。

该类数据预设好之后,用户可以在前台点击并进行该单位的预约。

6. 系统特点

(1).系统取号便捷,办事人员只需点击业务类型即可打印出排队号票。

(2).一台取号主机可管理多个叫号器、窗口显示屏和主显示屏。

(3).系统可实现多台取号机联机取号。

(4).系统能根据实际情况任意新增、修改、删除业务类型。

(5).系统能为各窗口设置不同的办理业务类型。

(6).系统能设置语音呼叫时的音量、语速和声音类型(女声、男声)。

(7).系统能设置号票的票头信息和取号机标题文字。

(8).系统能手动设置取票时间间隔。

(9).系统能提供取号、叫号、办理时间等统计查询信息。

(10).停电后能自动保存排队情况(已呼叫和未呼叫),来电时不影响系统工作。

(11).系统支持网上预约和现场两种取号方式。

(12).叫号器操作便捷、功能全面,有“下一位”、“重呼”、“暂停”、“恢复”等按钮。

(13).工作人员进行呼叫时,系统能语音播报排队人员号码、姓名等信息,播报的音质可媲美真人发音。

(14).多媒体主显示屏上出显示多个正在呼叫的号码、等候呼叫的号码外,还能播放多媒体高清视频文件和显示广告宣传类文字信息。

(15).多媒体主显示屏上的标题文字和业务类型等信息可自由修改。

(16).工作人员进行呼叫时,窗口显示屏上能当前正在呼叫的号码,无呼叫时,可显示礼貌用语。

(17).系统具有评价功能,可对工作人员的工作进行评价。

7. 项目实施方案

预约排队叫号系统将用于提升客户于网点办理业务体验感,以及满足联网管理的需求,此项目实施有几个特点,一是实施网点区域分布相对分散,二是要求实施完毕的时间相对紧迫,三是实施内容将涉及营业网点业务正常运转的事项,所以本次项目实施对技术人员的合理组织安排及个人职业素养方面必须要有一定的规划及要求。

基于以上的分析,为有效进行进度控制、质量控制,确保项目顺利实施及系统维护的便利开展,如我公司能中标此采购项目,我司将建立实施管理项目部,用以把握和推动整个项目的执行,保证项目如期高质量完成。

1. An overview of the

With the development of the Internet and mobile Internet, it has become a trend to realize various business appointments in advance through computers and mobile phones. Such as Banks, hospitals, postal services, mobile departments, government hall, vehicle management departments. This is not only fast and convenient, for customers to save a lot of time, but also for the business department reasonable scheduling of resources to provide a basis.

The application of intelligent reservation queuing and calling system can greatly improve the efficiency of the banking department, save customers' working time, greatly reduce the waiting time of "city people", improve convenience and embody intelligence, which is an important part of smart banking.

2. System introduction

Intelligent reservation queuing and calling system is a network reservation system that connects the original single-point calling machine with online reservation and WeChat terminal reservation via the Internet.

By the customer or online WeChat client apply for booking business, exchange to the reservation system database, then the customer in the booking period to have booking business order number enter the phone number can be printed on the booking line, receipts, and then line up until your business is dealt with, to handle the booking customers can transact the business process.

Bank managers can log in the background management statistics system to check the details of queuing and online booking in each business outlet. Through the background management system, a more optimized business handling process can be developed.

The data of the evaluation system can be uploaded and counted by the background management system.

3. System structure diagram

4. System flow

1. A numbering program is installed at the end of the touch-screen calling machine. When the customer presses the button of business type on the touch screen, the system automatically prints a queuing receipt and saves the queuing order data to the background database within the LAN.

2. When customers make an appointment at WeChat, WeChat client connects to the main server database to extract the data of the current business hall reservation and queuing for customers' reference. At the same time, customers need to fill in the relevant details when booking, such as id number, mobile phone number, name and other information. The system will write to the main server database and automatically generate reservation results, which are displayed on WeChat.

3. When the customer enters the reserved mobile phone number on the designated call machine in the business hall, the reservation receipt can be automatically printed out and the waiting call link can be entered.

4. In the business hall, the calling machine drives and displays on the LED screen for customers to view according to the queuing reservation data of the database. When it is a customer's turn, the system will remind the customer no.

5. Call machine is installed in the service window of the business hall. When the clerk presses the call machine, the system will automatically sort the nearest queue number to deal with the window, and play the voice message through audio broadcast to remind customers to deal with it.

6. After the completion of business processing, customers can press the evaluator in the business hall window to evaluate the clerical work and save the data to the backstage database.

7. In the business place or the superior department, the background process of the system can be used to inquire the queuing situation, closing records, closing time and other information of each business place.

5. Scheme design

5.1. Booking

5.1.1. Online appointment

Online reservation is mainly for customers to register, inquire and cancel the reservation through the bank's official website.

5.1.1.1. User registration

In order to facilitate the management of administrators and facilitate users to log in and modify or cancel the reservation business in the future, users want to realize the online reservation function, first need to register an account, customers need to fill in their personal information, personal information including name, gender, contact number, id number.

5.1.1.2. Online appointment

First, the user clicks the link from the official website page to enter the business booking function, which is presented to the user in the form of nested pages. This page contains "registration for appointment" and "my appointment" two functions.

Then, the user selects the business unit to be dealt with and the branch of the unit, such as the bank, and then chooses the specific type of business, such as bank account cancellation, remittance and so on.

Secondly, users need to fill in the personal information of business operators, including name, gender, contact number, id number and appointment period (such as 9:00-12:00, 14:00-16:00, etc.).

Finally, enter the verification code sent by the system to the phone, click to confirm the reservation, and the reservation information will be recorded to the background of the system and indicated that the reservation was successful. The successful reservation system will send a text message to remind.

5.1.1.3. My appointment

This module is used for users to query their reservation history and evaluation and other details.

First of all, similarly, the user clicks the link from the official website page to enter the business booking function page and click the query function. The system lists the user's historical booking record list, including the booking period, business handling information, personal information, evaluation information and so on.

5.1.1.4. Cancel the appointment

After the user checks out the user's appointment history on the "my appointment" page, if it is an appointment without business transaction, the user can cancel it. Click the cancel button, and the system will pop up a prompt box to see whether to continue. If the user confirms, the appointment record will be set to cancel state.

5.1.2. Mobile client appointment

Mobile client appointment can be made in two ways: one is to download and install the appointment APP on the mobile client and make an appointment on the APP; One is to pay attention to the public WeChat office account, in the WeChat end appointment.

Booking APP can be downloaded and installed on official website or application market for use; The public WeChat account of the business department can also be followed by scanning the qr code.

Whether it is APP or WeChat terminal, the reservation function is as follows:

5.1.2.1. User registration

Just like booking online, in order to facilitate the management of administrators and facilitate users to log in and modify or cancel the booking business in the future, users need to register an account through APP or WeChat terminal. Customers need to fill in their personal information, including name, gender, contact number and id number.

5.1.2.2. Make an appointment

First of all, select a major category. After the user logs in, select the type of business unit to be handled, such as bank and so on

Secondly, select outlets. Users choose specific locations to go to, such as (sports west road business department, guangzhou branch of postal bank).

Then, select the specific type of business, such as bank account cancellation, remittance and so on.

Again, select the appointment period (such as 9:00-12:00, 14:00-16:00, etc.).

Finally, enter the verification code sent by the system to the phone, click to confirm the reservation, and the reservation information will be recorded to the background of the system and indicated that the reservation was successful. The successful reservation system will send a text message to remind.

5.1.2.3. My appointment

After users log in, they can enter my reservation module. My 'my appointment' module allows users to:

A) check the historical reservation records;

B) cancel the historical appointment;

C) revise historical reservation;

5.1.2.4. More functions

In more functional modules, users can:

A) inquire the distribution of branches;

B) browse relevant information, such as "award activity", "network change", "lost and found", etc.;

5.2. Take the number of the business hall

After the reservation on the mobile client is successful, the customer can enter the mobile phone number on the queuing call machine in the designated business hall and print the reservation receipt. As follows:

5.3. Waiting for a call

Apply for staff to enter the rest area with ticket number and wait for staff to call.

5.4. Your turn

The staff will call the application personnel through the caller.

5.5. Business management

After hearing the voice broadcast or seeing the prompt information on the LCD TV screen, the business personnel shall go to the corresponding window to handle business.

5.6. Evaluate

After the business, the customer evaluates the service attitude of the staff through the evaluator.

5.7. Upload of evaluation data

The system will automatically upload the local evaluation data to the server. If the customer has a bad evaluation, the system will upload the bad evaluation data in time, and automatically send the bad evaluation data to the mobile phones of the leaders in charge of each branch through SMS messages, so as to deal with it in time.

5.8. Text alerts

The system can calculate roughly how long each customer needs to wait according to the average processing time of each window staff for each business and the number of people queuing in front of each customer. The system can send short messages in advance to remind customers of the approximate waiting time.

5.9. Background management

Background management module is only for the use of managers, managers through a specific page to log in to the management background, ordinary users can not enter. This module mainly provides the management view of reservation registration information, as well as some basic data management, such as reservation unit, reservation business type, etc., which is mainly used for users to choose when making reservation registration.

5.9.1. System Settings

The system setting mainly aims at the general setting of the whole reservation registration system, including whether to enable the reservation function, open branches, and administrator password modification function.

If the reservation function is turned off, the system will temporarily stop accepting the user's reservation. When the user clicks the reservation page, the system will give the corresponding prompt.

The administrator can choose the network that has opened the reservation function. If the network has never opened, the system will give a reasonable reminder to the user that the network has not opened the reservation registration function.

At the same time, the administrator can change the login password to provide the security of the account.

5.9.2. Appointment management

The reservation management module enumerates the reservation registration list of all users, and it can query by time period, name, region and id number of users in a fuzzy and accurate way.

At the same time, the administrator can inquire according to the work number of customer service, and check the evaluation information of the customer service.

At the same time, it can screen out the users who have handled and those who have not.

5.9.3. Appointment management

This function is mainly used for the management of business units that can be handled by appointment.

Reservation units can add three levels, such as postal savings bank at the first level, tianhe branch at the next level, and branches at the next level.

Each reservation unit information contains at least two information, including unit name, unit code, whether to enable or not, and extended information, such as unit address and contact telephone number. When set to not enabled, the reservation registration page in the foreground does not list the unit's co-user selections.

After the data is preset, the user can click on the foreground and make an appointment for the unit.

6. System features

(1). It is convenient for the system to take the number, and the staff can print out the queuing number ticket just by clicking on the business type.

(2). A serial number receiving host can manage multiple station callers, window display screen and main display screen.

(3) the system can realize online number collection by multiple number collection machines.

(4) the system can add, modify or delete business types arbitrarily according to the actual situation.

(5) the system can set different business types for each window.

(6) the system can set the volume, speed and sound type of voice call (female voice and male voice).

(7). The system can set the ticket header information of the number ticket and the title text of the number picker.

(8) the system can manually set the time interval for ticket collection.

(9) the system can provide statistical query information such as number taking, number calling and handling time.

(10) after power failure, the queue status (called and not called) can be automatically saved, and the work of the system will not be affected when calling.

(11) the system supports online reservation and on-site number collection.

(12) the caller is easy to operate and has comprehensive functions, with buttons such as "next", "recall", "pause" and "resume".

(13) when the staff calls, the system can voice broadcast the number, name and other information of queuing personnel, and the audio quality can be comparable to human pronunciation.

(14) the main multimedia display screen displays multiple Numbers that are calling or waiting for calling, and can also play high-definition multimedia video files and display advertising and publicity text information.

(15) the title text and business type and other information on the main multimedia display screen can be modified freely.

(16) when the staff makes a call, the number of the current call can be displayed on the display screen of the window. When there is no call, polite expressions can be displayed.

(17) the system has an evaluation function to evaluate the work of staff members.

7. Project implementation plan

Booking line up your turn system will be used to improve the customer experience to transact business, and meet the needs of network management, this project has several characteristics, one is the implementation of regional outlets relatively scattered, 2 it is the time to ask the completion of execution of relative pressing, three is the implementation content will involve outlets for normal operation of the business matters, so the project implementation for technical personnel of the reasonable organization arrangement and personal professional quality must have a certain amount of planning and requirements.

Based on the above analysis, in order to effectively carry out progress control and quality control, ensure the smooth implementation of the project and facilitate the implementation of system maintenance, if our company can win the bid for this purchase project, our company will establish the implementation management project department to grasp and promote the implementation of the whole project and ensure the high quality of the project as scheduled.