TaxiCall - Introduction

TaxiCall MultiZone

The standard TaxiCall service assumes that all the drivers that are logged in are equally capable of taking any call. However, there are situations where this may cause a delay in the pick up, for example if the taxi which gets the initial call is a long way from the customer, or when the customer wants a particular type of vehicle, such as a wheelchair accessible or multi-seater.

To deal with this situation Cambridge Tele.com has developed TaxiCall MultiZone. The MultiZone version of the service has extra features so that calls can easily be directed to drivers depending on the location of the customer or the type of vehicle requested.

Zone Setup

A MultiZone account has 9 possible zones, numbered 1 to 9. Each zone can be configured as either an “area” or a “type”. An area zone might be, for example, “City Centre”, but a type zone might be “7-Seater” or “Pre-Booking Office”. The number of zones used, the definition of the boundaries of each area zone, and the type zones needed are up to the TaxiCall group.

Area zones are chosen so that a taxi that is in the zone can reasonably be expected to reach a caller anywhere in the same zone within a few minutes. Drivers log into zone number N by dialling the number 0207 669 361N, which tells the service that they are in that zone and available for work. Logging into an area zone automatically logs drivers out of the area zone they are leaving.

Type zones are associated with other properties, such as a type of taxi (eg 6,7,8 seaters) or an office, to which calls can be transferred. Type zones are associated with Drivers, who are automatically logged in and out of them when they log in and out of area zones at the beginning and end of a shift.

Call Routing

There are two ways to route calls to zones: AutoZone or DialZone.

In AutoZone, MultiZone takes calls on a single number and determines in which area zone the caller is most likely to be located (the “target” zone”). It then looks for drivers who are logged into that zone. If none are available, then it will try the nearest zones in the order that they are listed. If there are no drivers available in any of them, then MultiZone can also search all the other area zones.

DialZone is used when customers can be expected to dial different numbers for different locations, such as when the operating area covers two or more distinct towns. In this configuration, multiple TaxiCall numbers are advertised, one for each distinct area, and the target zone is determined directly from the dialled number. To prevent a call being connected to a driver in an inappropriate zone, it may be specified in the setup that no other zones are to be searched for available drivers.

Call Transfers

Once a call has been connected to a driver, there are several situations in which it may be necessary to transfer it. MultiZone allows a driver to transfer a call to another zone by simply pressing two keys on his mobile keypad, the zone number followed by the star key. So to transfer a call to zone 7, the driver explains to the caller that he is transferring the call, then presses 7*. The call to the driver is immediately hung up, and the customer hears ringing again while the system connects him to a driver in zone 7. If there are no drivers available in zone 7, MultiZone uses the same call routing described above to find a driver in an alternative zone.

Example 1: AutoZone for a Large Urban District

In a large urban licensing district traffic levels at peak periods make it difficult for drivers to reach a pick-up at the other end of the district. All drivers are licensed to pick-up from anywhere in the district, and customers expect to call a single, central number. The requirement is therefore to be able to route calls to a taxi that is near to the caller.

This is an application for the AutoZone configuration. The circuit organisers decide the zones and enter their names into the MultiZone configuration page, and the drivers must be trained to enter zone information and to transfer calls. MultiZone builds up a database of customer profiles and route calls into area zones accordingly.

Example 2: DialZone for neighbouring towns

Two neighbouring towns are in the same licensing district. All drivers are licensed to work in either or both towns, and since there is traffic between the towns, drivers would like to be able to log into either circuit. Customers in each of the towns expect to call a different number for a taxi.

This is an application for the DialZone configuration. Each of the two towns is set up as an area zone, with a memorable local numbers set up to dial into that zone. Drivers can log in to either area zone to take work in whichever town they are in currently, and additional type zones can be used to transfer calls to special vehicles.

Example 3: Transferring calls to a particular type of vehicle

When a customer calls and asks for a larger vehicle, or one with wheelchair access, it is possible that the driver who takes the call may not have such a vehicle. If the circuit has been configured with type zones for the special vehicles then the driver can transfer the call to the appropriate type zone where it will go the the next available driver of that type of vehicle.

Type zones work in parallel with area zones. If a driver is set up as having a car of a particular type then whenever that driver logs into an area zone, he will at the same time be automatically logged in to the type zone.

Example 4: Transferring calls to an office

A TaxiCall circuit wants to be able to advertise a separate number for an office that will take advance bookings, and possibly also to transfer callers to the office if they incorrectly call in on the number for immediate pick-ups.

This can be handled by setting up the office in its own zone with a fixed line number, permanently logged into the office zone. Inbound calls on the advertised advance bookings number will be routed directly to the office zone, but Drivers will also be able to transfer calls to it from any other zone. This is a flexible arrangement which allows for the office number to be changed if calls have to be covered from elsewhere, or for a driver to log in and take office calls temporarily if cover is needed.

Mixing Zones and Routing

These examples each show a particular feature of MultiZone. In real life circuits will want to use a combination of features to meet the specific needs of their area. MultiZone is designed to do this, allowing a circuit to be configured with any combination of up to 9 area and type zones, and a combination of AutoZone and DialZone routing.

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