System Options (cloud)

System options contains LobbyCentral's global features and should only be managed after all users have been logged out of the system. In addition, only Super Administrators have access to system options.

Settings

What do you call your customers?	Drop-down box allows you to choose the term used to identify your customer (i.e. Customer, Member, Client, Patient, etc.).
Account ID Label	Allows you to change the Label used to identify an "account" (i.e. Student ID, Patient ID, Account Number, etc.).
Check-In Capture Type	Mode LobbyCentral is operating in. (See Check-In Capture Type below, for detailed information.)
Applications	Contains other applications run by LobbyCentral. See Applications below for a detailed description of each.
Company Name	The name of your business or practice.
Company URL	Your company web address. After the customer completes the check-in process through ExpressLobby, the page will default back to https://www.msn.com/. If you would like to customize the default page, for example to your general website, you will need to enter the URL here.
Wait List Colors	Allows the user to set the color for pending requests based on how long the customer has been waiting. Overrides default max wait-time color of red when a customer's wait time exceeds the set location, or queue value. You may specify green, yellow, or red.
Max Number of Call-out before Reset	Sets the max number for callout numbers, before resetting to 1. For example: if set to 1000, callout numbers will not reset until 1000 callout numbers are assigned at check-in.
Webhook Endpoint	Webhooks can be used to be notify users of events. When an appointment is created or cancelled, the event details are published to the webhook endpoint.

Settings - Check-In Capture Type/Operating Mode

Capture Time In, Time Seen, and Time Out	Default operating mode of LobbyCentral. Queues customers waiting for assistance. Tracks time in, time seen, and time out. Also called Customer Management mode.
Capture Time In and Time Out	Tracks Visitors time in and time out. Does not queue or track wait and service times. Also called Visitor Management mode.

Capture Time In and Time Out

Sign-out Visitor on Departure	The receptionist must sign-out the visitor, or the visitor can sign-out using the kiosk. Choose this option to track total time in building.
Sign-out Visitor immediately after sign-in	the visitor is automatically signed-out after signing in. Choose this option if you only need a count of total visits per day. Total time in building is not recorded.

Settings - Applications

Appointments	Check box to display My Appointments in the bottom left menu of the Check-in Management screen, and to allow users to create new appointments for customers.
Visitor Center	Check box to enable access to Visitor Security Center from the Apps menu on the Check-in Management screen.

Options

Enforce FIFO (first in first out) when taking waiting customers	Requests must be taken from the queue from oldest to newest.
Display customer by last name followed by first	If checked, the customer's name will appear showing Last name first, then First name and middle initial (if middle name used).
Show 'Account ID' column in the In-Service list	When enabled, the customer's account ID will be displayed on the check-in management screen while the customer is in service.
Prioritize wait list by original check-in time for transfers	When enabled, will allow a user to transfer a customer to another queue by their original check-in time. See Managing Pending & In-Service Requests for more information.
Prioritize wait list by appointment time (overrides check-in time prioritization)	If selected, customers will be prioritized in the wait queue by their scheduled appointment time.
Include Callout Number with customer name	The callout number assigned during the customer's check-in will be displayed next to their name on the check-in management screen.
Show pending check-ins earlier than the current date	LobbyCentral will bypass moving the request to Fix Requests if request is left in the queue past midnight. Request will remain on the check-in management screen.
Disable 'Other Service' visit reason option	Prevents the option “Other” from appearing in the service drop-down list.
Track time for add-on services	If enabled, LobbyCentral will track the time worked for services added to the request.
Show long service description when creating a request	If enabled, the service long description will be displayed in Notes, when creating a work record.
Hide 'Referred by' option	Removes the “Referred By” option when creating a request.
Hide users that are not logged in from 'Assign To'	Users who are not logged into LobbyCentral will not be displayed in the 'assign to' list when creating a check-in request
Show all location users in 'Assign To' regardless of queue membership	All users assigned to the location will be displayed in the 'Assign To' field, regardless of the queue(s) they are assigned to.
Disable 'Help Card' in Check-Out window	Prevents Help Card tab from showing in check-out window
Require user to select customer record for kiosk check-ins	Implemented to help cut down on duplicate customer records, when enabled, the user will need to select the appropriate customer account from the list when moving the customer from the wait queue, to in-service
Require 'Closing Comments' at check-out	User will not be able to check-out customer until closing comments have been added.
Disable custom field validation during edit	If this option is enabled, the user can edit pending/in-service requests and leave Required fields empty.
Allow multiple tickets to be open by the same user	If enabled, taking a service request will change request’s status to In-Service without opening the check-out window.
Enable LobbyCentral Messenger	Enables the integrated chat feature.
Do not allow users to join/leave queues	If checked, an administrator must manually add or remove users from a queue. This is strictly a convenience feature.
Do not check if user is logged into multiple locations (Not recommended)	If a user is assigned to queues at more than one location, LobbyCentral verifies that the user is logged out of a previous location before logging into the next. It is not recommended to disable this setting.

Notification Rules

Rules override LobbyCentral's default email/text notification. If set, notifications are not sent until the total pending count is equal to or greater than the specified value.

Send email/text notifications to Supervisors after x waiting customers	Supervisors will not receive email/text notifications until after the set number of waiting customers has been reached.
Send email/text notifications to Users after x waiting customers	Users will not receive email/text notifications until after the set number of waiting customers has been reached.

Notification Options

Send users email check-in notifications after x waiting customers	Sends an email to the members of a queue after a request has been created. Email notification is also sent when a pending check-in is changed. The user's email address must be added to their User account if this option is enabled. See Managing Agents/Users in the LobbyCentral Cloud user guide, for information on modifying the user's account. Please note: The option to send an email notification to the selected user only, requires the additional step of being enabled in Kiosk Settings.
Send users SMS check-in notifications after x waiting customers	Sends an SMS message to the members of a queue after a request has been created. SMS notification is also sent if the requested user is changed. The user's mobile number and provider must be added to their User account if this option is enabled. See Managing Agents/Users in the LobbyCentral Cloud Admin Guide, for information on modifying the user's account.
Send users check-in notifications by email	Users will receive a check-in notification by email each time a customer is checked into the queue
Send users check-in notifications by text message	Users will receive a text notification each time a customer is checked into the queue
Include custom field responses in email notification	If enabled, the notification email that is sent to users when a customer checks in, will include the results of the custom fields.
Mask customer name in notification emails and texts	For HIPPA compliance. When this is turned off, the notification email, will say John Smith. If enabled, it will show as John Smi**.
Email queue to users when a check-in is deleted from queue	When enabled, a notification will be emailed to queue members if an employee deletes a pending or in-service request.
Disable work queue email notifications	When enabled, Work queue requests will not be emailed to the queue it is assigned to. This is beneficial when many work queue requests are generated, and employees do not want to be bombarded with email notifications.
Enable Ready to Assist text alerts	LobbyCentral will send customers a text notification after they've been selected from the wait queue. However, keep in mind, this is optional for the customer. They will not receive a text notification if they do not enter their mobile number at the kiosk, or if the user does not select the option during check-in.
Enable StatusTrack Service Updates	allows customer to receive updates regarding the reason for their visit and follow the service to completion via their mobile phone.
Ready to Assist and StatusTrack are enabled by default	StatusTrack and customer text notifications will be enabled by default
Repeat Overdue Notification	Repeats the overdue notification "x" times for the set value. For example: If max wait time is 5 minutes, and Repeat is set to 2, the overdue notification will display at 5, 10, and 15 minutes.
Customer Text (SMS) Notification Message	Allows user to customize the text notification message sent to the customer's phone.