Announce the customer's arrival if he/she has an appointment Provide for the customer to be recognised by name, number, bar code, identity card etc., by a terminal or receptionist. Allocation and direction Dedicated terminals in a self-service area or reception that allows customers to take their place in the queue for a service Registration can also be made using the Internet, SmartPhone... Orientation in the virtual line corresponding to his/her request Waiting time and communication Adjust waiting time according to the importance of the service to be provided Make waiting both active and interactive so that it is seen to be as pleasant as possible (Video, Interactive communication, Advertising...) and remove waiting with mobility tools (phone, Smartphone). Allow visitors freedom of movement while keeping them informed about the expected waiting time or giving them a "guaranteed reception time". Provide Mobile Customer Interface which is accessible via a mobile browser. URL of such interface is received via welcome SMS. Having such feature in place, customers can track the progress of the queue all the time and therefore it is not required to be physically in the shop all the time. Customers are informed about critical changes in the queue (i.e. the customer is at the 3rd position) via SMS and Mobile Interface so that customer comes back to the shop in case he/she is out. Feedback collection can also be done via such Mobile Interface. Call/reception Provide various options for establishing contact: The salesperson/member of staff calls customers and recognizes them by a photo, name, symbol or sequence number etc. Customers/visitors are called by name, number, code etc., on a video screen, display, voice synthesis etc. and go to the window or counter-indicated. The call can be made to a mobile phone using a text message, a smartphone or by a beeper. In case of a common queue guide for several call forward windows (cash, desks), a LED or video screen at the head of the queue displays the number called with a directional arrow. The number called should also be able to be shown by a number, arrow, floor-plan etc. When waiting times may be long, a possible first stage is to use a beeper or text message or Smartphone message* to send customers to a final waiting area, where they are free to move around the store or area. If the reception procedure takes several stages, or if additional