Frequently Asked Questions

  1. Why can’t drivers no-show a prebooked job prior to the scheduled pickup time?
  2. What do the abbreviations on the Status column of the Vehicle Status panel on the Dispatch Client mean?
  3. I just updated Java, why doesn’t my Dispatch Client work?
  4. Can I specify a different reference for an account job in a return journey?
  5. What algorithm or rules does SmartMove use when dispatching jobs?
  6. Why won’t a booking dispatch to a car?
  7. Why can’t the driver see future jobs on his/her screen?
  8. How do I delete a user (e.g. drivers & operator) from the system?
  9. Why isn’t the car collecting fares? Why is the fare amount $0.00 at the end of a job?
  10. When I modify a Model booking, why aren’t the updated details reflected in the Recurring bookings that are already in the Pre-Bookings queue?
  11. How can I encourage my drivers to go back to the rank?

Question: Why can’t drivers no-show a prebooked job prior to the scheduled pickup time?

Answer:
Recently, at the request of a few fleets, we implemented a feature whereby a driver would not be able to no-show a prebooked job unless they were at the pickup location and it was after the scheduled pickup time.

Some fleets allowed their drivers to no-show jobs at anytime and so we have made this feature configurable.

To allow drivers to no-show prebooked jobs, set the fleet property No Show Wait Until Pickup Time to N. To disallow drivers to no-show prebooked jobs, set the fleet property to Y. The default setting is Y.


Question: What do the abbreviations on the Status column of the Vehicle Status panel on the Dispatch Client mean?
E.g.

Answer:
The Status column shows the current status of the vehicle. The information is shown in two parts. The first shows the status and second shows any flags. These are summarised below:

Status Colour Comments
nc Black Vehicle is not connected to server
log Purple Driver is logged out
una Pink Driver is logged in but is unavailable for work
vac Green Vehicle is vacant and eligible for work
bkd Brown Vehicle is booked with a job dispatched through SmartMove
eng Blue Vehicle is engaged (either using the meter or the Start Job button)
pen Pink Driver is being penalised.
pan Red The panic button has been pressed
lck Pink Driver has been dispatch locked
loc Gray Cannot determine vehicle’s location. The vehicle may have a problem with GPS

There are a number of flags which are displayed next to the status to provide additional information:

Flag Comments
b Vehicle is booked with a job dispatched through SmartMove
c Vehicle is not connected to the server
e Vehicle is engaged with a HAIL job (either using the meter or the Start Job button)
g Vehicle is connected to the server but does not have a valid GPS location
k Driver has been dispatch locked
l Driver is not logged in
o Driver is out of car
p The panic button has been pressed
r Driver has registered for cover work
u Driver is logged in but is unavailable for work
v Vehicle is vacant and is available for work
x Driver has been penalised

Question: I just updated Java, why doesn’t my Dispatch Client work?

Answer:
The Dispatch Client is run via a shortcut on your Desktop. The shortcut specifies the location of the file javaws.exe, which the Dispatch Client requires to run. When you installed the latest version of Java, the installer may have put the location of the file javaws.exe into another location. What you need to do is change the shortcut to point to the new version of javaws.exe. To do this:

  • Using Windows Explorer, locate where Java is installed. This is usually C:\Program Files (x86)\Java\jre7\bin. It may be different on your system.
  • Right-click on the Dispatch Client shortcut and select the Properties menu item.

  • In the Target field of the Shortcut tab, replace whatever is before the \javaws.exe http:\\ with the location of Java. The target should now look like

    “C:\Program Files (x86)\Java\jre7\bin\javaws.exe” http://dispatchclient…

    Notice that the path to javaws.exe is enclosed in double quotes.

  • Click on the Apply then OK buttons.
  • Start the Dispatch Client by double-clicking the shortcut.

Question: Can I specify a different reference for an account job in a return journey?

Answer:
You can specify multiple payment methods for a single job. In this example, for the forward journey you can specify an account and a reference number and specify the same account with a different reference number for the return journey.

The main things to remember are:

  • Once you have specified an Account and Reference, press the F4 key to add a payment method for the forward journey.

  • Similarly for the return journey, press the F4 key once you have specified an Account and Reference for the return journey.
  • In the Accounts / Subsidies tab right-click the first (forward) payment then select the Forward Journey Only menu item (the -> and <- represents the forward and return journeys respectively).
  • Similarly, right-click the second (return) payment then select the Return Journey Only menu item.

Please note that the Fleet property Enable Multiple Accounts And Subsidies needs to be set to Y.


Question: What algorithm or rules does SmartMove use when dispatching jobs?

Answer:
Some users have asked for clarification of the rules/algorithm used to allocate a job to a car. When a job is entered the steps involved in finding a car are given below:

  • Step 1 – SmartMove will look for the closest suitable car
    • This applies only if the No Location Check option is set when creating the booking.
    • If there are several cars in the same zone that are within 500m of each other the one with the lowest queue position will be offered the job. An example of this is when several cars are on a rank and the one at the back is closer – the job will be given to the one vacant longest in the zone.
  • Step 2 – SmartMove will look for a suitable car in the same zone the pickup is in
    • The job is given to the car that has been waiting longest in that zone. This is effectively the queue position.
  • Step 3 – SmartMove will hold the job for a car if that car has plotted to the pickup zone (PLOT HOLD)
    • If another suitable car becomes available in the pickup zone then the PLOT HOLD will be cancelled and the job will be offered to that suitable car. SmartMove will not send an empty car into the pickup zone.
    • When the car that has plotted into the pickup zone clears its meter, the job (that was held for that car) is released and dispatched using these rules resulting in the job being offered to the car that just cleared (Step 2). However, if the car cleared in some other zone then the job may go to some other suitable car.
  • Step 4 – SmartMove will search the layers
    • Taking each layer in turn SmartMove will look for the car that has been waiting longest in the combined zones.
    • This may result in a job being offered to a car that is further away from the job than is set on the cover screen.
  • Step 5 – SmartMove will search for a car registered for cover work
    • The job will be offered to the ‘closest’ suitable car that is prepared to travel to the job.
    • For the purpose of this calculation the distance is the straight-line distance to the car less 1km for each 5 minutes that the car has been vacant.
    • A car will be given the job only if the straight-line distance from the car to the job is no more than that specified by the driver.
    • This is the only time the distance set by the driver on their cover screen is used.
  • Step 6 – SmartMove will put the job on cover
    • The job will be put on the cover list and SmartMove will wait for a suitable car to become available.

Note: A suitable car is one that is vacant and has the right attributes for that job.


Question: Why won’t a booking dispatch to a car?

Answer:
There are a number of reasons. The most common ones are:

  • For prebookings, it was manually assigned to a vehicle that is not on the road or to a driver that is not logged in.
  • There are no eligible cars. Eligible means a vacant car with the right attributes.
  • Eligible cars are sitting outside of the zone layering AND have their cover distance is set to a short distance or No Cover.
  • Auto Dispatch was turned off for that booking.

  • There is a current blacklisting for that customer. To check, right-click on the job that’s on cover and select the Check for Blacklist menu item.

If a job is not dispatched for an extended period, it will move from the Job Cover queue into the Action queue for the operator’s attention (see example of 47 bookings in the Action queue in picture above). This period is set by the Period Move to Action fleet property.


Question: Why can’t the driver see future jobs on his/her screen?

Answer:
The driver must have a pin/password set. To set a pin:

  1. The driver can set one themselves by entering a pin when they log in. The pin must be used from then on to log into the screen. The same pin is also used when logging into the driver’s website to obtain their End of Shift Reports.
  2. The base can set one on behalf of the driver. Remember, the pin must be numeric (no letters).

Question: How do I delete users (e.g. drivers & operators) from the system?

Answer:
You can’t delete users – you can only remove their access, so history for that user is kept. Removing their access will prevent them from showing up as a user in your fleet. Only Fleet Managers that have the authority to Manage All Users are able to remove a user.

To remove a user:

  1. Under User Management display the properties for the user.
  2. Click the User Authority tab.
  3. Click the Add / Remove Fleet Access button.
  4. Untick you fleet’s checkbox.
  5. Click the Save button.
    image

Question: Why isn’t the car collecting fares? Why is the fare amount $0.00 at the end of a job?

Answer:
If you notice that it only happens intermittently, it’s likely the driver has not logged into the EFTPOS terminal.

SmartMove can be configured so that at the end of every job, it:

  1. Asks the meter what the fare is (if the EFTPOS machine is not physically connected to the meter); or
  2. Listens in on the communication between the meter and physically connected EFTPOS terminal and retrieves the fare.
  3. Click the Save button.

For the latter to work, the driver needs to log into the EFTPOS terminal.

One of the benefits of SmartMove is the ability to collect fares at the end of every job.

  • For drivers, this eliminates the need for handwritten job sheets;
  • For owner/operators, this helps determine how much to pay drivers and highlights potential fraud; and
  • For the base, this makes issuing invoices to Account customers less time consuming.

For these reasons, we encourage all fleets to connect the meter to SmartMove and implement DocketKiller.

 


Question: When I modify a Model booking, why aren’t the updated details reflected in the Recurring bookings that are already in the Pre-Bookings queue?

Answer:
Changes to a Model booking will only be reflected when new recurring bookings are created. Bookings already in the system are not modified and will have to be updated manually.

Tip:

The number of days in advance recurring bookings are created is specified by the fleet property Period Scheduled Release Days. The default value is “7” which means recurring bookings are created 7 days in advance.

Don’t make this number too large. For example, if the value is set to “30” and you modify a model booking, you will need to manually update affected bookings already in the system up to 30 days in advance.

 


Question: How can I encourage my drivers to go back to the rank?

Answer:
You specify that jobs in surrounding areas search for taxis on the rank first.

This is done through Layer Management by setting the rank zone as the first layer to search.

Let’s look at an example. The picture below shows a zone called “RANK GRENFELL” surrounding a taxi rank within the larger CBD zone. There are other taxi rank zones scattered around the CBD.

In Layer Management, the first layer for the CBD is RANK GRENFELL and RANK PULTNEY (another rank zone).

This means that when a job within the CDB comes up, SmartMove will search for cars that are in RANK GRENFELL and RANK PULTNEY zones first and offer it to car that has been waiting the longest in those two zones.
Notice that we’ve also specified that SmartMove should wait for 180 seconds (3 minutes) for cars to enter the zones before searching through the next layer (CBD then CBD NTH).