Queuing and calling system scheme: the whole process of number picking, calling, crossing and data statistics-QUNMAO

Release date: 2026-10-30

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Scheme of queuing and calling system: the whole process of taking, calling, crossing and data statistics

The plan of queuing and calling system is not to "buy several number picking machines", but to solve four problems connected together: how to pick up the number of visitors, how to call the number of the system, how to deal with the number that does not arrive at the window, and how to look at the final data. If there is a gap in the design of the queuing system in any link, the whole system will fail during the peak period.

This article puts a complete setCall system schemeIt is disassembled into eight parts: structure, number picking, number calling, number passing, reservation fusion, priority number, data statistics and implementation steps. Taking the combination of QUNMAO number picking machine and QUNMAO queuing and number calling software as an example, the design idea and landing practice of each link are explained.

QUNMAO queue calling system solution architecture and workflow — QUNMAO Queuing System Scheme: Architecture and Calling Process

01The architecture of the queuing system: four layers plus a data layer.

A set of operational queuing system can be divided into five layers. Each layer corresponds to a type of equipment or software, and the layers are linked through a network.

Data LayerStatistics background: storage and display of indicators such as number taking, waiting time, window processing, number passing rate, etc.

Window operation layerWireless terminal controller: window personnel call, re-call, pass and complete handling

Display and Broadcast LayerMultimedia all-in-one machine (waiting area display), wireless window display (window end display), queuing number speaker (voice broadcast)

Rules and Scheduling LayerQueuing calling software: number assignment, business grouping, calling sequence, crossing rules, priority rules

Number layerTouch screen number picking machine: Select business, print number and receipt, scan code and read card

This structure comes from the connection diagram of QUNMAO's queuing system: the number picking machine takes the number, the queuing software assigns the number and issues the calling instruction,multimedia all-in-one machineThe network information point displays the queuing information, the wireless window display screen (220V power supply) displays the number of the current window, the queuing speaker broadcasts synchronously, and the window personnel operate through the wireless terminal controller.

QUNMAO (Qunmao)It is the source manufacturer of self-service terminal products in China and also the manufacturer of queuing machines: from the touch screen number picking machine to the number calling screen, the number calling speaker in line, the window display screen and the wireless terminal controller, the complete set of matching equipment for the number calling machine is produced and sold by QUNMAO itself, and its own calling system software is provided. Customers who already have queuing software can also use it in conjunction.

The equipment and software are matched by the same manufacturer, which is a very practical advantage in the design of the queuing system: the interface between the number picking machine and the number calling software, and the communication between the window display screen and the terminal controller do not require the purchaser to coordinate the joint debugging of multiple suppliers.

02Number picking link design: number picking machine and reservation channel

2.1 site number picking: QUNMAO number picking machine

The on-site number picking is completed by the touch screen number picking machine. with QUNMAO QM-PT10 For example: 10.1-inch capacitive G G touch screen, 20-point touch, finger or stylus can be operated, free of drive; Optional 80mm thermal printer to print receipt; Optional bar code and two-dimensional code scanning, NFC card swiping and reserved holes at POS terminal; Networking methods include Ethernet and Wi-Fi, and 3G/4G is optional.

Table 1: Design Rules for the Queue-Numbering Process
Design Items	Design highlights	Description
Business Selection	The first screen only displays the most commonly used services, with no more than two levels.	Reduce the time visitors stay in front of the pick-up machine
Number Rules	Set Prefix and Number Segment by Business	Easy to identify the window and visitors
Content of receipt	Number, business name, number of people waiting ahead	Let visitors estimate the waiting time
Number taking restriction	Number of numbers taken for the same business, number taken outside business hours	Set by site rules
Multilingual	Interface and small ticket select language on demand	QUNMAO number machine supports multiple languages

2.2 reservation and other number picking channels

In addition to picking up the number on the spot, many places hope that visitors can make an appointment in advance or pick up the number through their own channels. QUNMAO queuing and calling software supports customization, which can connect the customer's own reservation system and notification channel, and the reservation results enter the queuing queue synchronously. The specific docking method is determined according to the customer's existing system.

03Calling process design: screen display, voice and window call

The calling process is the most direct part of the queuing system. A complete calling process includes: the window staff sends out the calling number on the wireless terminal controller, the queuing calling software determines the current number, the wireless window display screen displays the number and the window, the multimedia all-in-one machine refreshes the queuing information in the waiting area, and the queuing calling speaker broadcasts synchronously.

Table 2 Each link and equipment of the calling process
Segment	Trigger	对应设备	Design highlights
Calling the number	窗口人员按下叫号	Wireless Terminal Controller	按业务与窗口分配,避免两个窗口叫同一个号
窗口显示	叫号指令	Wireless Window Display	显示号码与窗口,位置在窗口上方,方便辨认
等候区显示	叫号指令	multimedia all-in-one machine	显示当前叫号与等候列表,也可播放宣传内容
Voice broadcast	叫号指令	Queuing and calling speakers	语速、重复次数与语言按场所设置
办理确认	窗口完成办理	Wireless Terminal Controller	记录办理起止时间,进入统计

QUNMAO 窗口显示屏、排队叫号音箱与终端控制器同属一套配套设备,屏显与语音联动的细节,在《排队机与 LED 叫号屏、语音播报如何联动》中单独展开。

QUNMAO queue call flow window display speaker and wireless controller — 叫号流程:窗口显示屏、音箱与无线终端控制器联动

04过号处理规则设计

过号是排队叫号系统方案里最容易被忽略、却最影响现场秩序的环节。过号规则要在上线前写清楚,并配置在排队叫号软件里。

表 3 三种常见过号策略与适用场所
策略	Rules	适用场所	Points to note
严格作废	叫号若干次未到,号码作废,需重新取号	客流大、窗口压力大的场所	需在小票或屏幕上提示规则
延后若干位	过号后自动排到后面若干位	医院、政务大厅	延后位数要明确,并告知到访者
窗口人员裁量	由窗口人员决定重呼、延后或作废	业务灵活、人员素质较高的场所	需要培训,统计时要记录处理结果

重呼次数:设置每个号码的重呼次数与间隔。
过号记录:每次过号都进入统计,计算过号率。
规则公示:在取号机界面、小票或等候区屏幕上提示过号规则,减少纠纷。

QUNMAO 排队叫号软件可按场所设置重呼次数、延后位数与作废规则。叫号规则的更多设计细节,请参考《排队机叫号规则设计:单队单号、分组叫号与过号处理》。

05预约与现场取号的融合

当场所同时有预约客户与现场客户时,排队系统设计要回答三个问题:

优先关系:预约号与现场号谁先?常见做法是预约号在预约时段内优先,过时后并入现场队列。
到场签到:预约客户到场后在取号机上扫码或输入预约码签到,进入队列。QUNMAO 取号机支持条码与二维码扫描(可选)。
迟到处理:超过预约时段未到的号码,按规则降级或作废。

预约数据来自客户自有的预约系统时,QUNMAO 排队叫号软件支持定制对接,保证预约与现场队列统一调度。

06特殊号处理:老弱病残与优先服务

优先服务是公共场所排队系统设计里必须考虑的内容。设计思路有三层:

Entrance:设置优先取号的入口或按键,让有需要的到访者能快速取号。
规则:优先号的排队方式,例如插入队首附近、或进入单独的优先队列,按场所制度确定。
显示:窗口显示屏与语音对优先号做区分,让工作人员与等候者一眼识别。

QUNMAO 排队叫号系统的优先号入口与规则按场景定制,请在项目调研阶段与 QUNMAO 项目团队确认。

07数据统计:平均等待时长与窗口效率

排队叫号系统的统计数据,是管理者调整窗口与人员的依据。下表给出常用指标的定义与用法。

表 4 排队叫号系统常用统计指标
Indicator	Definition	怎样使用
取号量	统计周期内的取号数量,按业务与时段拆分	判断高峰时段与业务结构
平均等待时长	从取号到被叫号的平均时间	判断窗口数量是否匹配客流
最长等待时长	统计周期内等待最久的号码的等待时间	发现极端拥堵,检查过号与窗口空档
窗口办理量	每个窗口在统计周期内办理的号码数量	评估窗口负荷是否均衡
窗口平均办理时长	窗口办理一个号码的平均时间	评估业务复杂度与人员熟练度
过号率	过号数量占叫号数量的比例	评估过号规则与叫号提示是否有效

用"平均等待时长"与"取号量"的时段分布,决定高峰时段开放多少窗口。
用"窗口办理量"与"平均办理时长"对比各窗口,发现负荷不均或流程瓶颈。
把统计数据与场所自己的目标对照,而不是照搬别处的平均数。QUNMAO 排队叫号软件的统计指标可按场所需要定制。

7.1 统计看板怎么设计

管理者不需要看全部数据,只需要在固定位置看到几个关键数字。建议看板分三块:当前状态(此刻各窗口的排队人数与当前叫号)、当日累计(取号量、办理量、过号数)、趋势对比(与前几周同一时段的对比)。窗口人员与现场主管看当前状态,场所负责人看趋势,这样每类人都只被少量信息打扰。

7.2 设计时常见的几个误区

表 4-1 方案设计中常见的误区与建议
Misconception	后果	Suggestion
只买取号机,不规划窗口显示屏与音箱	到访者看不到、听不到叫号,仍然守在窗口前	取号、显示、播报一次配齐
业务分类过细	到访者在取号机前犹豫,队伍堵在取号处	首屏只放常用业务,其余折叠
过号规则只在后台设置,没有告知到访者	现场产生争执	在小票与屏幕上提示规则
忽略网络信息点与 220V 供电点的位置	设备装好后无法联网或供电	点位图确认后再施工布线
上线后无人看统计数据	窗口配置长期不调整	每周固定时间复盘一次

08排队叫号系统的实施步骤

Implementation steps第1周第2周第3周第4周第5周第6周第7周第8周

1 需求调研

2 业务与窗口梳理

3 规则设计

4 设备选型与点位

5 网络与供电

6 软件配置与对接

7 联调测试

8 培训与上线

上表是一个典型项目的节奏示意,实际周期随场所规模、定制范围与对接系统数量而变,由项目调研后确定。

上线当天建议安排工作人员在取号机旁引导到访者,并在最初几天每天复盘一次现场问题:哪些业务名称到访者看不懂、哪个窗口叫号后迟迟没人到、哪个时段的队伍最长。把这些问题记录下来,在第一个月内逐项调整,比事先追求"一次到位"更现实。QUNMAO 项目团队可以通过远程诊断协助复盘,需要时安排上门。

表 5 实施步骤、交付物与客户配合事项
步骤	Deliverable	Customer cooperation
Requirements gathering	List of Requirements	提供场所类型、窗口数量、业务类型
业务与窗口梳理	业务与窗口对应表	确认业务分类与窗口分配
规则设计	取号、叫号、过号、优先规则文档	确认规则并签字
设备选型与点位	设备清单与点位图	确认点位与安装条件
网络与供电	网络信息点与 220V 供电点清单	完成布线与供电
软件配置与对接	配置完成的排队叫号软件	提供预约系统等对接资料
联调测试	测试记录	配合现场测试
培训与上线	培训资料与上线确认	安排窗口人员培训

项目期间,QUNMAO 提供试用、远程诊断与上门服务;上线后质保 1 至 3 年(按配置与合同约定),收到报修后 24 小时内响应。

09三种典型叫号系统方案配置思路

小型场所窗口少、业务单一。取号机 1 台,窗口显示屏与终端控制器按窗口配置,音箱 1 套;可选取号叫号一体的紧凑配置。

中型场所多窗口、多业务。取号机 1–2 台,等候区多媒体一体机,窗口显示屏与终端控制器按窗口配置,多路音箱,业务分号与过号规则。

大型场所多厅、多语言、对接外部系统。多台取号机,多块多媒体一体机,按区域分组叫号,对接预约与业务系统,统计后台汇总。

具体数量由窗口数与高峰客流确定。把场所信息发给 QUNMAO,我们按实际情况给出设备清单与报价。

QUNMAO queue system implementation steps and statistics dashboard — 排队叫号系统的实施步骤与统计看板

10泰国客户的排队叫号系统使用反馈

以下是 QUNMAO 在泰国的三个排队叫号系统项目的客户使用反馈。机构信息已匿名处理,文中写明设备数量与客户的反馈。

案例一 · 曼谷私立医院:12 个窗口,按科室分号

配置:QUNMAO 取号机 2 台,多媒体一体机 2 台,无线窗口显示屏 12 块,无线终端控制器 12 个,排队叫号音箱 4 个,QUNMAO 排队叫号软件按科室与业务分号。客户反馈:医院表示,按科室分号后,病人不再集中在挂号窗口前;优先号设置让老年人与行动不便的病人更容易被照顾到;每周的等待时长数据也被用来调整窗口。

案例二 · 清迈政务服务中心:预约与现场融合

配置:QUNMAO 取号机 2 台,多媒体一体机 1 台,无线窗口显示屏 8 块,无线终端控制器 8 个,排队叫号音箱 2 个;排队叫号软件按服务中心要求定制,对接其预约系统。客户反馈:服务中心表示,预约客户到场后扫码签到进入队列,与现场客户统一叫号,窗口不再需要分别管理两套名单;多语言界面也让外籍到访者更容易取号。

案例三 · 普吉岛连锁银行网点:业务分号与过号规则

配置:QUNMAO 取号机 1 台,无线窗口显示屏 6 块,无线终端控制器 6 个,排队叫号音箱 2 个。客户反馈:网点表示,存取款与对公业务分别编号后,两类客户互不等待;过号规则统一后,窗口人员不再为"过号还能不能办"与客户争论。

11QUNMAO 排队叫号系统的产品与实力

QUNMAO 是一家成立于 2005 年的制造商,拥有三大生产基地,其中广州花都基地占地 330,000 ㎡,员工 1,000 余人,产品出口 100 多个国家和地区,日产能 200 台以上。取号机等整机出厂前经 48 小时老化测试,随机附 SN 与测试报告;认证包括 CE、FCC、RoHS、LVD、EMC,公司通过 ISO9001、ISO27001、ISO45001,详见认证证书页面with关于 QUNMAO。

下面是排队叫号系统的取号机 QUNMAO QM-PT10(10.1 寸 Android 版)的技术参数,取自规格书版本 10.1-Android(修订日期 2025-4-25)。QM-PT 系列的其他型号,请见QM-PT Series Self-service Queuing Terminalwith排队叫号终端分类页。

表 6 QUNMAO QM-PT10 取号机技术参数
Project	Parameter
Display	10.1 英寸,1024×600,视角 89/89/89/89,对比度 1000:1,显示区域 216.58×135.36mm,LED 背光,亮度 ≥250cd/㎡,60Hz,16.7M 色
Touch control	Capacitive G G,20 points, finger or stylus, accuracy ≤ 2mm, life 60 million times, no drive
System	Android 11.0;3566 四核 1.8GHz;GPU Mali-G52;内存 4GB;存储 32GB;预装显示软件;支持安装第三方 APK
Interface and Network	USB×2;10M/100M 自适应以太网;内置 Wi-Fi(2.4G),蓝牙 BT4.2;3G/4G 可选
Optional Peripherals	80mm 热敏打印机;条码与二维码扫描,NFC 刷卡;POS 终端预留孔位;5MP 摄像头(可选,支持人脸识别)
Function	开机自启;一键开机开关(带灯);自定义定时开关机;内置双扬声器;鼠标键盘热插拔;英文与多语言;支持 4K 视频与图片解码
Fuselage	白色或黑色;金属冷轧钢板;3mm 钢化玻璃;维护门锁(电源与电路板)
重量与电气	净重/毛重 12kg/13kg(含底座支架);室内使用;AC110–220V;待机 ≤1W;额定功率 ≤26W;使用环境 0℃–55℃、10%RH–90%RH;存储环境 -5℃–60℃
Packing list	取号机 1 台、电源线 1 条、遥控器 1 个、Wi-Fi 天线 1 根、保修卡 1 份