Add service-point routing so call-next cannot steal assigned tickets.

Counters gain destination/staff metadata; tickets can be pre-assigned to a
service point with assigned_only queues for healthcare while shared_pool
preserves generic bank/government behavior. Display and announcements expose
ticket, staff, and destination clearly for Care and public boards.

Co-authored-by: Cursor <cursoragent@cursor.com>

app/Http/Controllers/Api/ConsoleApiController.php

@@ -40,10 +40,10 @@ class ConsoleApiController extends Controller
             ->latest('called_at')
             ->first();
 
-        $waitingByQueue = collect($counter->serviceQueues)->mapWithKeys(function (ServiceQueue $queue) {
+        $waitingByQueue = collect($counter->serviceQueues)->mapWithKeys(function (ServiceQueue $queue) use ($counter) {
             return [$queue->uuid => array_map(
                 fn ($t) => TicketPresenter::toArray($t),
-                $this->engine->waitingTickets($queue, 10),
+                $this->engine->waitingTickets($queue, 10, $counter),
             )];
         });
 
@@ -61,6 +61,8 @@ class ConsoleApiController extends Controller
                 'counter' => [
                     'uuid' => $counter->uuid,
                     'name' => $counter->name,
+                    'destination' => $counter->displayDestination(),
+                    'staff_display_name' => $counter->staff_display_name,
                     'status' => $counter->status,
                     'branch' => $counter->branch?->name,
                 ],
@@ -69,6 +71,7 @@ class ConsoleApiController extends Controller
                     'uuid' => $q->uuid,
                     'name' => $q->name,
                     'prefix' => $q->prefix,
+                    'routing_mode' => $q->routingMode(),
                 ]),
                 'waiting_by_queue' => $waitingByQueue,
                 'transfer_queues' => $allQueues,

app/Http/Controllers/Api/CounterController.php

@@ -40,6 +40,9 @@ class CounterController extends Controller
         $validated = $request->validate([
             'name' => ['required', 'string', 'max:255'],
             'code' => ['nullable', 'string', 'max:50'],
+            'destination' => ['nullable', 'string', 'max:255'],
+            'staff_ref' => ['nullable', 'string', 'max:191'],
+            'staff_display_name' => ['nullable', 'string', 'max:255'],
             'branch_id' => ['nullable', 'integer'],
             'branch_name' => ['nullable', 'string', 'max:255'],
             'department_id' => ['nullable', 'integer'],
@@ -65,6 +68,15 @@ class CounterController extends Controller
                 $existing->update([
                     'name' => $validated['name'],
                     'code' => $validated['code'] ?? $existing->code,
+                    'destination' => array_key_exists('destination', $validated)
+                        ? $validated['destination']
+                        : $existing->destination,
+                    'staff_ref' => array_key_exists('staff_ref', $validated)
+                        ? $validated['staff_ref']
+                        : $existing->staff_ref,
+                    'staff_display_name' => array_key_exists('staff_display_name', $validated)
+                        ? $validated['staff_display_name']
+                        : $existing->staff_display_name,
                     'branch_id' => $branch->id,
                     'department_id' => $validated['department_id'] ?? $existing->department_id,
                     'is_active' => array_key_exists('is_active', $validated)
@@ -86,6 +98,9 @@ class CounterController extends Controller
             'department_id' => $validated['department_id'] ?? null,
             'name' => $validated['name'],
             'code' => $validated['code'] ?? null,
+            'destination' => $validated['destination'] ?? null,
+            'staff_ref' => $validated['staff_ref'] ?? null,
+            'staff_display_name' => $validated['staff_display_name'] ?? null,
             'status' => 'offline',
             'is_active' => array_key_exists('is_active', $validated) ? (bool) $validated['is_active'] : true,
             'settings' => $externalKey !== '' ? ['external_key' => $externalKey] : null,
@@ -106,6 +121,9 @@ class CounterController extends Controller
         $validated = $request->validate([
             'name' => ['sometimes', 'string', 'max:255'],
             'code' => ['nullable', 'string', 'max:50'],
+            'destination' => ['nullable', 'string', 'max:255'],
+            'staff_ref' => ['nullable', 'string', 'max:191'],
+            'staff_display_name' => ['nullable', 'string', 'max:255'],
             'is_active' => ['sometimes', 'boolean'],
             'queue_ids' => ['nullable', 'array'],
             'queue_ids.*' => ['uuid'],
@@ -116,6 +134,11 @@ class CounterController extends Controller
         $counter->update(array_filter([
             'name' => $validated['name'] ?? null,
             'code' => array_key_exists('code', $validated) ? $validated['code'] : null,
+            'destination' => array_key_exists('destination', $validated) ? $validated['destination'] : null,
+            'staff_ref' => array_key_exists('staff_ref', $validated) ? $validated['staff_ref'] : null,
+            'staff_display_name' => array_key_exists('staff_display_name', $validated)
+                ? $validated['staff_display_name']
+                : null,
             'is_active' => array_key_exists('is_active', $validated) ? (bool) $validated['is_active'] : null,
         ], fn ($v) => $v !== null));
 
@@ -181,9 +204,13 @@ class CounterController extends Controller
             'uuid' => $c->uuid,
             'name' => $c->name,
             'code' => $c->code,
+            'destination' => $c->displayDestination(),
+            'staff_ref' => $c->staff_ref,
+            'staff_display_name' => $c->staff_display_name,
             'status' => $c->status,
             'is_active' => $c->is_active,
             'branch' => $c->branch?->name,
+            'department_id' => $c->department_id,
             'external_key' => data_get($c->settings, 'external_key'),
             'queues' => $c->serviceQueues->map(fn (ServiceQueue $q) => [
                 'uuid' => $q->uuid,

app/Http/Controllers/Api/DepartmentController.php

@@ -0,0 +1,140 @@
+<?php
+
+namespace App\Http\Controllers\Api;
+
+use App\Http\Controllers\Api\Concerns\ScopesApiToAccount;
+use App\Http\Controllers\Controller;
+use App\Models\Branch;
+use App\Models\Department;
+use App\Services\Qms\AuditLogger;
+use Illuminate\Http\JsonResponse;
+use Illuminate\Http\Request;
+
+class DepartmentController extends Controller
+{
+    use ScopesApiToAccount;
+
+    public function index(Request $request): JsonResponse
+    {
+        $this->authorizeAbility($request, 'queues.view');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+
+        $departments = Department::owned($owner)
+            ->whereHas('branch', fn ($q) => $q->where('organization_id', $organization->id))
+            ->with('branch')
+            ->orderBy('name')
+            ->get()
+            ->map(fn (Department $d) => $this->serialize($d));
+
+        return response()->json(['data' => $departments]);
+    }
+
+    public function store(Request $request): JsonResponse
+    {
+        $this->authorizeAbility($request, 'queues.manage');
+        $owner = $this->ownerRef($request);
+        $organization = $this->organization($request);
+
+        $validated = $request->validate([
+            'name' => ['required', 'string', 'max:255'],
+            'type' => ['nullable', 'string', 'max:50'],
+            'branch_id' => ['nullable', 'integer'],
+            'branch_name' => ['nullable', 'string', 'max:255'],
+            'external_key' => ['nullable', 'string', 'max:191'],
+            'is_active' => ['nullable', 'boolean'],
+        ]);
+
+        $branch = $this->resolveBranch($organization->id, $owner, $validated);
+        abort_unless($branch, 422, 'A valid branch_id or branch_name is required.');
+
+        $externalKey = isset($validated['external_key']) ? trim((string) $validated['external_key']) : '';
+        if ($externalKey !== '') {
+            $existing = Department::owned($owner)
+                ->where('external_key', $externalKey)
+                ->first();
+
+            if ($existing) {
+                $existing->update([
+                    'name' => $validated['name'],
+                    'type' => $validated['type'] ?? $existing->type,
+                    'branch_id' => $branch->id,
+                    'is_active' => array_key_exists('is_active', $validated)
+                        ? (bool) $validated['is_active']
+                        : true,
+                ]);
+                AuditLogger::record($owner, 'department.updated', $organization->id, $owner, Department::class, $existing->id);
+
+                return response()->json(['data' => $this->serialize($existing->fresh('branch'))]);
+            }
+        }
+
+        $byName = Department::owned($owner)
+            ->where('branch_id', $branch->id)
+            ->whereRaw('LOWER(name) = ?', [strtolower($validated['name'])])
+            ->first();
+
+        if ($byName) {
+            $byName->update([
+                'type' => $validated['type'] ?? $byName->type,
+                'external_key' => $externalKey !== '' ? $externalKey : $byName->external_key,
+                'is_active' => array_key_exists('is_active', $validated) ? (bool) $validated['is_active'] : true,
+            ]);
+            AuditLogger::record($owner, 'department.updated', $organization->id, $owner, Department::class, $byName->id);
+
+            return response()->json(['data' => $this->serialize($byName->fresh('branch'))]);
+        }
+
+        $department = Department::create([
+            'owner_ref' => $owner,
+            'branch_id' => $branch->id,
+            'name' => $validated['name'],
+            'type' => $validated['type'] ?? 'general',
+            'external_key' => $externalKey !== '' ? $externalKey : null,
+            'is_active' => array_key_exists('is_active', $validated) ? (bool) $validated['is_active'] : true,
+        ]);
+
+        AuditLogger::record($owner, 'department.created', $organization->id, $owner, Department::class, $department->id);
+
+        return response()->json(['data' => $this->serialize($department->fresh('branch'))], 201);
+    }
+
+    /**
+     * @param  array<string, mixed>  $validated
+     */
+    protected function resolveBranch(int $organizationId, string $owner, array $validated): ?Branch
+    {
+        if (! empty($validated['branch_id'])) {
+            return Branch::owned($owner)
+                ->where('organization_id', $organizationId)
+                ->where('id', (int) $validated['branch_id'])
+                ->first();
+        }
+
+        $branchName = trim((string) ($validated['branch_name'] ?? ''));
+        if ($branchName === '') {
+            return null;
+        }
+
+        return Branch::owned($owner)
+            ->where('organization_id', $organizationId)
+            ->whereRaw('LOWER(name) = ?', [strtolower($branchName)])
+            ->first();
+    }
+
+    /**
+     * @return array<string, mixed>
+     */
+    protected function serialize(Department $d): array
+    {
+        return [
+            'id' => $d->id,
+            'name' => $d->name,
+            'type' => $d->type,
+            'external_key' => $d->external_key,
+            'is_active' => $d->is_active,
+            'branch' => $d->branch?->name,
+            'branch_id' => $d->branch_id,
+        ];
+    }
+}

app/Http/Controllers/Api/ServiceQueueController.php

@@ -50,12 +50,14 @@ class ServiceQueueController extends Controller
             'max_capacity' => ['nullable', 'integer', 'min:1'],
             'is_active' => ['nullable', 'boolean'],
             'external_key' => ['nullable', 'string', 'max:191'],
+            'routing_mode' => ['nullable', 'string', 'in:shared_pool,assigned_only'],
         ]);
 
         $branch = $this->resolveBranch($organization->id, $owner, $validated);
         abort_unless($branch, 422, 'A valid branch_id or branch_name is required.');
 
         $externalKey = isset($validated['external_key']) ? trim((string) $validated['external_key']) : '';
+        $routingMode = $validated['routing_mode'] ?? null;
         if ($externalKey !== '') {
             $existing = ServiceQueue::owned($owner)
                 ->where('organization_id', $organization->id)
@@ -63,6 +65,10 @@ class ServiceQueueController extends Controller
                 ->first();
 
             if ($existing) {
+                $settings = array_merge($existing->settings ?? [], ['external_key' => $externalKey]);
+                if ($routingMode) {
+                    $settings['routing_mode'] = $routingMode;
+                }
                 $existing->update([
                     'name' => $validated['name'],
                     'description' => $validated['description'] ?? $existing->description,
@@ -76,7 +82,7 @@ class ServiceQueueController extends Controller
                     'is_active' => array_key_exists('is_active', $validated)
                         ? (bool) $validated['is_active']
                         : true,
-                    'settings' => array_merge($existing->settings ?? [], ['external_key' => $externalKey]),
+                    'settings' => $settings,
                 ]);
                 AuditLogger::record($owner, 'service_queue.updated', $organization->id, $owner, ServiceQueue::class, $existing->id);
 
@@ -96,6 +102,9 @@ class ServiceQueueController extends Controller
             if ($externalKey !== '') {
                 $settings['external_key'] = $externalKey;
             }
+            if ($routingMode) {
+                $settings['routing_mode'] = $routingMode;
+            }
             $byName->update([
                 'prefix' => $validated['prefix'],
                 'strategy' => $validated['strategy'] ?? $byName->strategy,
@@ -114,6 +123,14 @@ class ServiceQueueController extends Controller
             'Queue limit reached for current plan.',
         );
 
+        $settings = [];
+        if ($externalKey !== '') {
+            $settings['external_key'] = $externalKey;
+        }
+        if ($routingMode) {
+            $settings['routing_mode'] = $routingMode;
+        }
+
         $queue = ServiceQueue::create([
             'owner_ref' => $owner,
             'organization_id' => $organization->id,
@@ -127,7 +144,7 @@ class ServiceQueueController extends Controller
             'avg_service_seconds' => $validated['avg_service_seconds'] ?? 300,
             'max_capacity' => $validated['max_capacity'] ?? null,
             'is_active' => array_key_exists('is_active', $validated) ? (bool) $validated['is_active'] : true,
-            'settings' => $externalKey !== '' ? ['external_key' => $externalKey] : null,
+            'settings' => $settings !== [] ? $settings : null,
         ]);
 
         AuditLogger::record($owner, 'service_queue.created', $organization->id, $owner, ServiceQueue::class, $queue->id);
@@ -148,8 +165,16 @@ class ServiceQueueController extends Controller
             'is_active' => ['sometimes', 'boolean'],
             'avg_service_seconds' => ['nullable', 'integer', 'min:60', 'max:7200'],
             'max_capacity' => ['nullable', 'integer', 'min:1'],
+            'routing_mode' => ['nullable', 'string', 'in:shared_pool,assigned_only'],
         ]);
 
+        $settings = $serviceQueue->settings ?? [];
+        if (! empty($validated['routing_mode'])) {
+            $settings['routing_mode'] = $validated['routing_mode'];
+            unset($validated['routing_mode']);
+            $validated['settings'] = $settings;
+        }
+
         $serviceQueue->update($validated);
 
         AuditLogger::record(
@@ -233,6 +258,8 @@ class ServiceQueueController extends Controller
             'is_paused' => $q->is_paused,
             'branch' => $q->branch?->name,
             'external_key' => data_get($q->settings, 'external_key'),
+            'routing_mode' => $q->routingMode(),
+            'department_id' => $q->department_id,
         ];
     }
 }

app/Http/Controllers/Api/TicketController.php

@@ -58,17 +58,26 @@ class TicketController extends Controller
             'priority' => ['nullable', 'string', 'in:'.implode(',', array_keys(config('qms.ticket_priorities')))],
             'source' => ['nullable', 'string', 'in:'.implode(',', array_keys(config('qms.ticket_sources')))],
             'metadata' => ['nullable', 'array'],
+            'assigned_counter_id' => ['nullable', 'uuid'],
+            'assigned_counter_uuid' => ['nullable', 'uuid'],
         ]);
 
         $queue = ServiceQueue::where('uuid', $validated['service_queue_id'])->firstOrFail();
         $this->authorizeOwner($request, $queue);
 
-        $ticket = $this->engine->issueTicket($queue, $owner, [
-            ...$validated,
-            'source' => $validated['source'] ?? 'api',
-            'actor_ref' => $owner,
-            'metadata' => $validated['metadata'] ?? null,
-        ]);
+        try {
+            $ticket = $this->engine->issueTicket($queue, $owner, [
+                ...$validated,
+                'source' => $validated['source'] ?? 'api',
+                'actor_ref' => $owner,
+                'metadata' => $validated['metadata'] ?? null,
+                'assigned_counter_uuid' => $validated['assigned_counter_uuid']
+                    ?? $validated['assigned_counter_id']
+                    ?? null,
+            ]);
+        } catch (\RuntimeException $e) {
+            return response()->json(['message' => $e->getMessage()], 422);
+        }
 
         return response()->json(['data' => TicketPresenter::toArray($ticket)], 201);
     }
@@ -108,6 +117,7 @@ class TicketController extends Controller
             'action' => ['required', 'string', 'in:recall,start,hold,skip,complete,no_show,cancel,delay,transfer'],
             'minutes' => ['nullable', 'integer', 'min:5', 'max:120'],
             'to_queue_id' => ['required_if:action,transfer', 'nullable', 'uuid'],
+            'assigned_counter_id' => ['nullable', 'uuid'],
             'reason' => ['nullable', 'string', 'max:500'],
         ]);
 
@@ -119,9 +129,25 @@ class TicketController extends Controller
             );
             $toQueue = ServiceQueue::where('uuid', $validated['to_queue_id'])->firstOrFail();
             $this->authorizeOwner($request, $toQueue);
-            $result = $this->engine->transfer($ticket, $toQueue, null, $validated['reason'] ?? null, $actor);
+            $assignTo = null;
+            if (! empty($validated['assigned_counter_id'])) {
+                $assignTo = \App\Models\Counter::where('uuid', $validated['assigned_counter_id'])->firstOrFail();
+                $this->authorizeOwner($request, $assignTo);
+            }
+            try {
+                $result = $this->engine->transfer(
+                    $ticket,
+                    $toQueue,
+                    null,
+                    $validated['reason'] ?? null,
+                    $actor,
+                    $assignTo,
+                );
+            } catch (\RuntimeException $e) {
+                return response()->json(['message' => $e->getMessage()], 422);
+            }
 
-            return response()->json(['data' => TicketPresenter::toArray($result->load(['serviceQueue', 'counter']))]);
+            return response()->json(['data' => TicketPresenter::toArray($result->load(['serviceQueue', 'counter', 'assignedCounter']))]);
         }
 
         $result = match ($validated['action']) {

app/Models/Counter.php

@@ -19,7 +19,8 @@ class Counter extends Model
 
     protected $fillable = [
         'uuid', 'owner_ref', 'organization_id', 'branch_id', 'department_id',
-        'name', 'code', 'status', 'settings', 'is_active',
+        'name', 'code', 'destination', 'staff_ref', 'staff_display_name',
+        'status', 'settings', 'is_active',
     ];
 
     protected function casts(): array
@@ -30,6 +31,14 @@ class Counter extends Model
         ];
     }
 
+    /** Public display label (Room 4, Counter 2, etc.). Falls back to name. */
+    public function displayDestination(): string
+    {
+        $destination = trim((string) ($this->destination ?? ''));
+
+        return $destination !== '' ? $destination : (string) $this->name;
+    }
+
     protected static function booted(): void
     {
         static::creating(function (self $counter) {

app/Models/Department.php

@@ -14,7 +14,7 @@ class Department extends Model
     protected $table = 'queue_departments';
 
     protected $fillable = [
-        'owner_ref', 'branch_id', 'name', 'type', 'is_active',
+        'owner_ref', 'branch_id', 'name', 'type', 'external_key', 'is_active',
     ];
 
     protected function casts(): array
@@ -26,4 +26,14 @@ class Department extends Model
     {
         return $this->belongsTo(Branch::class, 'branch_id');
     }
+
+    public function counters(): \Illuminate\Database\Eloquent\Relations\HasMany
+    {
+        return $this->hasMany(Counter::class, 'department_id');
+    }
+
+    public function serviceQueues(): \Illuminate\Database\Eloquent\Relations\HasMany
+    {
+        return $this->hasMany(ServiceQueue::class, 'department_id');
+    }
 }

app/Models/ServiceQueue.php

@@ -67,4 +67,20 @@ class ServiceQueue extends Model
         return $this->belongsToMany(Counter::class, 'queue_counter_service_queue', 'service_queue_id', 'counter_id')
             ->withPivot('priority');
     }
+
+    /**
+     * shared_pool — any linked service point may pull unassigned waiting tickets.
+     * assigned_only — call-next only returns tickets pre-assigned to that service point.
+     */
+    public function routingMode(): string
+    {
+        $mode = (string) data_get($this->settings, 'routing_mode', 'shared_pool');
+
+        return in_array($mode, ['shared_pool', 'assigned_only'], true) ? $mode : 'shared_pool';
+    }
+
+    public function usesAssignedOnlyRouting(): bool
+    {
+        return $this->routingMode() === 'assigned_only';
+    }
 }

app/Models/Ticket.php

@@ -18,6 +18,7 @@ class Ticket extends Model
 
     protected $fillable = [
         'uuid', 'owner_ref', 'organization_id', 'branch_id', 'service_queue_id', 'counter_id',
+        'assigned_counter_id',
         'ticket_number', 'status', 'priority', 'position', 'customer_name', 'customer_phone',
         'customer_email', 'source', 'qr_token', 'barcode', 'estimated_wait_seconds',
         'issued_at', 'called_at', 'serving_started_at', 'completed_at', 'metadata',
@@ -62,6 +63,12 @@ class Ticket extends Model
         return $this->belongsTo(Counter::class, 'counter_id');
     }
 
+    /** Service point this ticket is routed to (may differ from serving counter until called). */
+    public function assignedCounter(): BelongsTo
+    {
+        return $this->belongsTo(Counter::class, 'assigned_counter_id');
+    }
+
     public function events(): HasMany
     {
         return $this->hasMany(TicketEvent::class, 'ticket_id');

app/Services/Qms/DisplayService.php

@@ -34,25 +34,35 @@ class DisplayService
             ->orderBy('name')
             ->get();
 
-        // One active ticket per destination (counter). Older called/serving
+        // One active ticket per destination (service point / counter). Older called/serving
         // tickets at the same window must not crowd the public board.
         $nowServing = Ticket::query()
             ->whereIn('service_queue_id', $queueIds)
             ->whereIn('status', ['called', 'serving'])
-            ->with(['counter', 'serviceQueue'])
+            ->with(['counter', 'assignedCounter', 'serviceQueue'])
             ->orderByDesc('called_at')
             ->limit(48)
             ->get()
             ->unique(fn (Ticket $t) => $t->counter_id
                 ? 'counter:'.$t->counter_id
-                : 'queue:'.$t->service_queue_id)
+                : ($t->assigned_counter_id
+                    ? 'assigned:'.$t->assigned_counter_id
+                    : 'queue:'.$t->service_queue_id))
             ->take(12)
             ->values()
-            ->map(fn (Ticket $t) => [
-                'ticket_number' => $t->ticket_number,
-                'queue_name' => $t->serviceQueue?->name,
-                'counter' => $t->counter?->name,
-            ])
+            ->map(function (Ticket $t) {
+                $point = $t->counter ?? $t->assignedCounter;
+
+                return [
+                    'ticket_number' => $t->ticket_number,
+                    'queue_name' => $t->serviceQueue?->name,
+                    'department' => $t->serviceQueue?->name,
+                    'counter' => $point?->displayDestination() ?? $point?->name,
+                    'destination' => $point?->displayDestination(),
+                    'staff_display_name' => $point?->staff_display_name,
+                    'announcement_text' => TicketPresenter::announcementText($t, $point),
+                ];
+            })
             ->all();
 
         $waiting = Ticket::query()

app/Services/Qms/QueueEngine.php

@@ -56,11 +56,14 @@ class QueueEngine
                 ->count();
             $estimatedWait = $waitingCount * (int) $queue->avg_service_seconds;
 
+            $assignedCounterId = $this->resolveAssignedCounterId($queue, $attributes);
+
             $ticket = Ticket::create([
                 'owner_ref' => $ownerRef,
                 'organization_id' => $queue->organization_id,
                 'branch_id' => $queue->branch_id,
                 'service_queue_id' => $queue->id,
+                'assigned_counter_id' => $assignedCounterId,
                 'ticket_number' => $number,
                 'status' => 'waiting',
                 'priority' => $attributes['priority'] ?? 'walk_in',
@@ -75,7 +78,9 @@ class QueueEngine
                 'metadata' => $attributes['metadata'] ?? null,
             ]);
 
-            $this->recordEvent($ticket, 'issued', $attributes['actor_ref'] ?? null);
+            $this->recordEvent($ticket, 'issued', $attributes['actor_ref'] ?? null, null, [
+                'assigned_counter_id' => $assignedCounterId,
+            ]);
 
             AuditLogger::record(
                 $ownerRef,
@@ -87,7 +92,7 @@ class QueueEngine
                 ['ticket_number' => $number, 'queue' => $queue->name],
             );
 
-            $ticket = $ticket->fresh(['serviceQueue', 'branch']);
+            $ticket = $ticket->fresh(['serviceQueue', 'branch', 'assignedCounter']);
             app(QueueNotificationService::class)->ticketIssued($ticket);
 
             return $ticket;
@@ -96,7 +101,7 @@ class QueueEngine
 
     public function callNext(ServiceQueue $queue, Counter $counter, ?string $actorRef = null): ?Ticket
     {
-        $ticket = $this->nextWaitingTicket($queue);
+        $ticket = $this->nextWaitingTicket($queue, $counter);
         if (! $ticket) {
             return null;
         }
@@ -106,9 +111,14 @@ class QueueEngine
 
     public function callTicket(Ticket $ticket, Counter $counter, ?string $actorRef = null): Ticket
     {
+        if ($ticket->assigned_counter_id && (int) $ticket->assigned_counter_id !== (int) $counter->id) {
+            throw new \RuntimeException('Ticket is assigned to another service point.');
+        }
+
         $ticket->update([
             'status' => 'called',
             'counter_id' => $counter->id,
+            'assigned_counter_id' => $ticket->assigned_counter_id ?: $counter->id,
             'called_at' => now(),
         ]);
 
@@ -229,8 +239,9 @@ class QueueEngine
         ?Counter $counter = null,
         ?string $reason = null,
         ?string $actorRef = null,
+        ?Counter $assignToCounter = null,
     ): Ticket {
-        return DB::transaction(function () use ($ticket, $toQueue, $counter, $reason, $actorRef) {
+        return DB::transaction(function () use ($ticket, $toQueue, $counter, $reason, $actorRef, $assignToCounter) {
             $ticket = Ticket::query()->lockForUpdate()->findOrFail($ticket->id);
             $toQueue = ServiceQueue::query()->lockForUpdate()->findOrFail($toQueue->id);
 
@@ -256,6 +267,16 @@ class QueueEngine
                 }
             }
 
+            $assignedCounterId = null;
+            if ($assignToCounter) {
+                if ((int) $assignToCounter->organization_id !== (int) $toQueue->organization_id) {
+                    throw new \RuntimeException('Assigned service point is outside this organization.');
+                }
+                $assignedCounterId = $assignToCounter->id;
+            } elseif ($toQueue->usesAssignedOnlyRouting()) {
+                throw new \RuntimeException('Target queue requires an assigned service point.');
+            }
+
             $fromQueueId = $ticket->service_queue_id;
             $fromCounterId = $counter?->id ?? $ticket->counter_id;
             $ticketNumber = $ticket->ticket_number;
@@ -274,6 +295,7 @@ class QueueEngine
                 'position' => $waitingCount + 1,
                 'estimated_wait_seconds' => $estimatedWait,
                 'counter_id' => null,
+                'assigned_counter_id' => $assignedCounterId,
                 'called_at' => null,
                 'serving_started_at' => null,
                 'completed_at' => null,
@@ -355,26 +377,77 @@ class QueueEngine
     /**
      * @return list<Ticket>
      */
-    public function waitingTickets(ServiceQueue $queue, int $limit = 50): array
+    public function waitingTickets(ServiceQueue $queue, int $limit = 50, ?Counter $forCounter = null): array
     {
-        return Ticket::query()
-            ->where('service_queue_id', $queue->id)
-            ->where('status', 'waiting')
-            ->orderByRaw($this->priorityOrderSql())
-            ->orderBy('issued_at')
+        return $this->waitingTicketQuery($queue, $forCounter)
             ->limit($limit)
             ->get()
             ->all();
     }
 
-    protected function nextWaitingTicket(ServiceQueue $queue): ?Ticket
+    protected function nextWaitingTicket(ServiceQueue $queue, ?Counter $counter = null): ?Ticket
     {
-        return Ticket::query()
+        return $this->waitingTicketQuery($queue, $counter)->first();
+    }
+
+    /**
+     * Tickets visible/callable for a service point:
+     * - assigned_only: only tickets assigned to this counter
+     * - shared_pool: unassigned tickets, or tickets assigned to this counter
+     * - no counter: all waiting (admin/list views)
+     */
+    protected function waitingTicketQuery(ServiceQueue $queue, ?Counter $counter = null)
+    {
+        $query = Ticket::query()
             ->where('service_queue_id', $queue->id)
             ->where('status', 'waiting')
             ->orderByRaw($this->priorityOrderSql())
-            ->orderBy('issued_at')
-            ->first();
+            ->orderBy('issued_at');
+
+        if (! $counter) {
+            return $query;
+        }
+
+        if ($queue->usesAssignedOnlyRouting()) {
+            return $query->where('assigned_counter_id', $counter->id);
+        }
+
+        return $query->where(function ($q) use ($counter) {
+            $q->whereNull('assigned_counter_id')
+                ->orWhere('assigned_counter_id', $counter->id);
+        });
+    }
+
+    /**
+     * @param  array<string, mixed>  $attributes
+     */
+    protected function resolveAssignedCounterId(ServiceQueue $queue, array $attributes): ?int
+    {
+        $counter = null;
+
+        if (! empty($attributes['assigned_counter_id'])) {
+            $value = $attributes['assigned_counter_id'];
+            $counter = is_numeric($value)
+                ? Counter::query()->find((int) $value)
+                : Counter::query()->where('uuid', (string) $value)->first();
+        } elseif (! empty($attributes['assigned_counter_uuid'])) {
+            $counter = Counter::query()->where('uuid', (string) $attributes['assigned_counter_uuid'])->first();
+        }
+
+        if (! $counter) {
+            if ($queue->usesAssignedOnlyRouting()) {
+                throw new \RuntimeException('This queue requires an assigned service point.');
+            }
+
+            return null;
+        }
+
+        if ((int) $counter->organization_id !== (int) $queue->organization_id
+            || (string) $counter->owner_ref !== (string) $queue->owner_ref) {
+            throw new \RuntimeException('Assigned service point is outside this organization.');
+        }
+
+        return (int) $counter->id;
     }
 
     protected function priorityOrderSql(): string

app/Services/Qms/TicketPresenter.php

@@ -11,6 +11,12 @@ class TicketPresenter
      */
     public static function toArray(Ticket $ticket, bool $includeQr = true): array
     {
+        $ticket->loadMissing(['serviceQueue', 'counter', 'assignedCounter']);
+
+        $serving = $ticket->counter;
+        $assigned = $ticket->assignedCounter;
+        $point = $serving ?? $assigned;
+
         return [
             'uuid' => $ticket->uuid,
             'ticket_number' => $ticket->ticket_number,
@@ -28,13 +34,46 @@ class TicketPresenter
                 'name' => $ticket->serviceQueue->name,
                 'prefix' => $ticket->serviceQueue->prefix,
                 'color' => $ticket->serviceQueue->color,
+                'routing_mode' => $ticket->serviceQueue->routingMode(),
             ] : null,
-            'counter' => $ticket->counter ? [
-                'uuid' => $ticket->counter->uuid,
-                'name' => $ticket->counter->name,
-            ] : null,
+            'counter' => $serving ? self::serializePoint($serving) : null,
+            'assigned_counter' => $assigned ? self::serializePoint($assigned) : null,
+            'destination' => $point?->displayDestination(),
+            'staff_display_name' => $point?->staff_display_name,
+            'announcement_text' => self::announcementText($ticket, $point),
             'track_url' => $includeQr ? route('qms.mobile.show', $ticket->qr_token) : null,
             'barcode' => $ticket->barcode,
         ];
     }
+
+    /**
+     * @return array<string, mixed>
+     */
+    public static function serializePoint(\App\Models\Counter $counter): array
+    {
+        return [
+            'uuid' => $counter->uuid,
+            'name' => $counter->name,
+            'destination' => $counter->displayDestination(),
+            'staff_ref' => $counter->staff_ref,
+            'staff_display_name' => $counter->staff_display_name,
+            'code' => $counter->code,
+        ];
+    }
+
+    public static function announcementText(Ticket $ticket, ?\App\Models\Counter $point): ?string
+    {
+        if (! $point) {
+            return $ticket->ticket_number;
+        }
+
+        $parts = array_values(array_filter([
+            $ticket->ticket_number,
+            $point->staff_display_name ?: null,
+            $ticket->serviceQueue?->name,
+            $point->displayDestination(),
+        ]));
+
+        return implode(', ', $parts);
+    }
 }

app/Services/Qms/VoiceAnnouncementService.php

@@ -31,10 +31,25 @@ class VoiceAnnouncementService
     {
         $templates = config('qms.announcement_templates');
         $template = $templates[$locale] ?? $templates['en'];
+        $destination = $counter->displayDestination();
+        $staff = trim((string) ($counter->staff_display_name ?? ''));
+        $queueName = trim((string) ($ticket->serviceQueue?->name ?? ''));
+
+        // Prefer rich healthcare-style copy when staff is known:
+        // "A005, Dr. Mensah, Consultation Room 4."
+        if ($staff !== '') {
+            $parts = array_values(array_filter([
+                $ticket->ticket_number,
+                $staff,
+                $queueName !== '' ? $queueName.' '.$destination : $destination,
+            ]));
+
+            return implode(', ', $parts).'.';
+        }
 
         return str_replace(
             [':ticket', ':counter'],
-            [$ticket->ticket_number, $counter->name],
+            [$ticket->ticket_number, $destination],
             $template,
         );
     }