Description

This topic explains what to do when you see exceptions show up on the TeleRoute tab of Trash Flow.

Before You Begin

You must have our Routing, AVS, and TeleRoute modules; you must have some activities Preparing For TeleRoute; and there must be some unprocessed exceptions in Trash Flow.

Context

Exceptions are events that a driver has flagged during a route. You might need to charge for extras, contact a customer, issue a credit, or just be aware that the customer might contact you.

Steps to follow

Click Routing > TeleRoute > Exception Processing. This brings up a list of exceptions along the route—anything besides “we picked up their trash.” The possible entries are Extras, Trash Not Out, Dumpster Blocked, Route Picture, and Notes. You can always double-click a line or click the Open Customer button to go to the relevant account. If the driver is still running the route you can also click Send Message.

• Extras: The driver is letting you know about extra trash they picked up so you can charge the customer for the extra item(s).
• Trash Not Out: The driver may have taken a picture to prove that the trash was not set out; if so, you will see IMG next to the words “Trash Not Out.” Click View Image to take a look.
• Dumpster Blocked: The driver is letting you know that they couldn’t get to the trash. They may have taken a picture to prove that the can was blocked; if so, you will see IMG next to the words “Dumpster Blocked.” Click View Image to take a look.
• Route Picture: The driver took a picture at this stop, usually for some reason other than Trash Not Out or Dumpster Blocked.
• Note: The driver is letting you know that the trash was picked up, but there’s something more they want you to know.

Once you’ve dealt with an item click Processed to take it off the list. Doing this means you acknowledge that you’ve seen the exception and done anything that needs doing.

When you're done

Keep in mind that all TeleRoute activities are saved to the History tab of customer accounts or the logs of what drivers do throughout the day. Think of the exceptions as a subset of activities that you want to be notified of as they happen. We do suggest that you clear out the exceptions box on a regular basis just so you don't end up with a very long list.

Further resources

Preparing For TeleRoute

Running a Route with TeleRoute