A failed mapping and travel time error occurs when the system is unable to calculate the route between visits. This can be caused by several factors and may result in travel time not being recorded correctly, affecting scheduling and reporting.
Check address lookup
Ensure that clients and carers have addresses assigned to their records, and that the address lookup feature has been used to find and save each address.
Open the client or carer record.
On the Basic Details tab, click the magnifying glass icon next to the postcode field.
Enter the postcode and click Search.
Select the correct address from the list, then click Save.
If you are unable to see travel time on the daily or weekly planner, or specific travel time is missing, raise a new case online and reference the title of this article. Include details of the travel time that is missing.
How mapping and travel time works
CallConfirmLive! uses one of two mapping solutions to calculate journey distances: Map Mechanics (MM) and OpenStreetMap (OSM). Travel time is calculated using the distance value provided by the mapping provider and the average speed configured on the default mode of transport in lookup administration.
Map Mechanics is the primary routing provider, with OpenStreetMap used as a backup. Both solutions calculate postcode-to-postcode distances rather than address-to-address distances. This can result in discrepancies when compared to other mapping providers such as Google Maps.
Map Mechanics A static database of postcode-to-postcode routes, updated three times a year. It includes postcode-to-postcode matches and distances within a 40-minute radius at a given point in time. Routes are only as accurate as the most recent update.
OpenStreetMap Does not use real-time inputs. Instead, it generates a basic distance value based on the postcode-to-postcode journey.
Google Maps Used only for the graphical aspect of the solution — displaying a location on a map or showing directions between two addresses in the daily planner.
Do not use Google Maps to compare distances shown in CallConfirmLive!, as Google Maps uses a wide range of real-time factors to calculate routes (such as traffic, road closures, and congestion) that are not accounted for in Map Mechanics or OpenStreetMap.
Disable travel time
To request that travel time is disabled, raise a new case online and reference the title of this article. Include a written explanation of the reason for the request.