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Two-way calling on AI Dashcam Plus

Updated

Two-way calling on AI Dashcam Plus (AIDC+) lets fleet admins and managers place live audio calls to drivers directly through the AIDC+ device from the Motive Dashboard and Fleet App. This hands-free, hardware-routed connection helps fleets respond faster to incidents, stay compliant with hands-free laws, and keep drivers better supported on the road.

Overview

Two-way calling on AI Dashcam Plus enables instant, hands-free communication between fleet managers and drivers by routing calls through the AIDC+ in-cab hardware instead of the driver’s phone.

  • Hands-free in-cab calling: Calls are routed through the AIDC+ microphone and speaker, auto-connect after an Incoming call from the fleet manager alert, and require no action from the driver in this initial release, helping keep hands on the wheel and eyes on the road.
  • Dashboard vehicle calls: Fleet admins and managers start calls by clicking Call vehicle from the vehicle page in the Fleet Dashboard, opening a call panel that shows call status, driver name, asset, and location.
  • Role-based access control: The feature is enabled at the account level. Only fleet admins and managers can initiate calls by default, and other roles require permissions to see and use the Call vehicle button. 
  • Built-in safety and privacy: Safety alerts temporarily interrupt calls so critical warnings are always heard. Engine-off rules govern when the mic is available. Calls are never recorded, only metadata (who called whom, when, status, and duration) is stored for compliance. 
  • Call limits and reliability: Each vehicle and each fleet manager can only be on one active call at a time. Calls have a 30‑minute maximum duration, and the system automatically disconnects calls when the browser or Fleet App is closed or connectivity cannot be recovered after a short retry period.
  • Hardware and software requirements: Calls are not available when the device is offline, in low-power mode, or pending a firmware update. To access two-way calling on AI Dashcam Plus, please ensure you meet the following requirements:
  • Hardware: AI Dashcam Plus DC-63 or DC-64 with at least one active AIDC+ device subscription.
  • Firmware: AIDC+ firmware 1.40+
  • Fleet App: Motive Fleet App v37.0+ (Android and iOS).
Note: Calls cannot be placed from the Driver App. This launch only supports calling from the Fleet Dashboard and Fleet App. Drivers cannot accept or reject calls for now. Once the ringtone announces a call, the call connects automatically without any input from the driver. 

Making two-way calls from the Fleet Dashboard 

  1. Log in to the Motive Fleet Dashboard and go to Fleet View > Live.
  2. Use the search bar and filters to find the vehicle you want to call. 
  3. Click the vehicle from the list.
  1. Click Call vehicle to initiate the two-way call with AI Dashcam Plus.
  1. A box pops up and shows Connecting state while you are being connected to the driver. 
  1. If the call fails to connect, click Retry. 
  1. Once the call is connected, the pop-up turns green and shows call duration.
  2. Click the microphone icon to mute your side of the call if needed. When muted, the microphone icon turns red. 
  3. Click the red phone icon to end the call. 
  1. After ending the call, click X to remove the call pop-up. 
  2. Click Call again to restart the call if necessary. 

Live streaming during a call from the Fleet Dashboard

  1. If you start live streaming during a call, the call pop-up appears in a minimized state.
  2. Click the maximize icon to see the expanded pop-up. 

Making two-way calls from the Fleet App 

  1. Log in to the Motive Fleet App and search for the vehicle you want to call.
  1. From the Vehicle screen, tap Call vehicle to initiate the call.
  1. A box pops up and shows Connecting state while you are being connected to the driver. 
  1. If the call fails to connect, click Retry.
  1. Once the call is connected, the pop-up turns green and shows call duration.
  2. Tap the microphone icon to mute your side of the call if needed. When muted, the microphone icon turns red. 
  3. Tap the speaker icon to put the call on speaker mode.
  4. Tap the red phone icon to end the call. 
  1. After ending the call, tap Close to go back or tap Call again to restart the call if necessary. 

Minimizing a call on Fleet App 

  1. During an ongoing call or while it connects, you can tap the minimize icon to go back to the vehicle screen.
  1. In the minimized state, your call continues at the top of the screen while you navigate through different parts of the Fleet App. 
  2. From the minimized view, tap the red phone icon to end the call or the microphone icon to put it on mute. 

Scenarios when the Call vehicle button is disabled 

If your Call vehicle button is disabled despite having the two-way calling feature enabled, or if you see a pop-up when you try to call a vehicle from the Fleet App, it could be due to the following reasons:

  1. AI Dashcam Plus is in low-power mode or offline.
  2. AI Dashcam Plus is pending a firmware update. In this case, you need to ask the driver to turn the vehicle engine on so the device can update itself.
  3. You are already on a call with a vehicle. Since you are only allowed one vehicle call at a time, the call button remains disabled while you are on call.
  4. Another fleet user is on a call with the vehicle you are trying to call.

Enabling and disabling the two-way calling feature 

Enabling two-way calling permissions for a fleet user 

  1. Log in to the Motive Fleet Dashboard and click the admin icon.
  1. Go to Fleet Users > Roles & Permissions.
  2. From the Actions column, click Options for the user profile you want to edit.
  3. Select Edit from the dropdown.
  1. Scroll down to the Safety permissions.
  2. Check the box for Call vehicles and click Save.
Note: If a user does not have Call vehicles permission enabled for their fleet user profile, they will not see the option to call any vehicle regardless of the vehicle's AI DC Plus setting. 

Enabling and disabling two-way calling for the whole fleet 

  1. Log in to the Motive Fleet Dashboard and click the admin icon.
  1. Click Safety.
  2. Scroll down to Cameras and click Edit.
  1. Scroll down to the Call vehicle section.
  2. Mark the checkbox for On to enable the two-way calling feature for your AI Dashcam Plus. 
  3. Click Save to confirm changes.
Note: This setting only applies to vehicles with AI Dashcam Plus. By default, the Call vehicle option will be enabled. If you check the Off box, the Call vehicle button will disappear from the Fleet View > Vehicle Live screen. 

Enabling and disabling two-way calling for a vehicle 

  1. Log in to the Motive Fleet Dashboard and click the admin icon.
  1. Click Vehicles.
  2. Click the vehicle you want to edit.
  1. Scroll down to Devices and click Edit.
  1. Scroll down to the Call vehicle section.
  2. Mark the checkbox for On to enable and Off to disable the two-way calling feature for your AI Dashcam Plus. 
  3. Click Save to confirm changes.

FAQs

Which vehicles and software versions are supported?

Two-way calls are disabled when the device is offline, in low-power mode, or pending a firmware update. To access two-way calling on AI Dashcam Plus, please ensure you meet the following requirements:

  • Hardware: AI Dashcam Plus DC-63 or DC-64 with at least one active AIDC+ device subscription
  • Firmware: AIDC+ firmware 1.40+
  • Fleet App: Motive Fleet App v37.0+ (Android and iOS)

What is the driver experience during a call?

When you place a call, the driver hears Incoming call from the fleet manager and a short tone before the call connects automatically through the AI Dashcam Plus speaker and microphone. The driver does not need to use their phone to connect the call.

What are the limits on two-way calls?

Each vehicle and each fleet manager can only be on one active call at a time. All organizations are entitled to a set number of monthly calls under the free tier of the Communications Plan. The paid tier of the communications plan provides for unlimited monthly calls. Regardless of tier, each call can only last up to 30 minutes before it is automatically disconnected.

Can drivers initiate or reject a two-way call?

No. Drivers cannot initiate or reject calls. Only fleet admins and managers who have the two-way calling feature enabled for their fleet and user profile can initiate calls.

What happens if the network is poor or the two-way call drops?

If there are connectivity issues, the system attempts to reconnect for a short window (around 10–20 seconds). If the connectivity issue remains for longer, the call ends, and you see a call failed screen. You can then Retry the call when connectivity improves.

Why don't I see the Call vehicle button in the Fleet Dashboard?

If you cannot see the Call vehicle button, it usually means one of the following:

  • Two-way calling is not enabled for your fleet or the vehicle you are trying to call.
  • Your fleet user role does not have the permission to place calls.

Follow the instructions in Enabling and disabling the two-way calling feature to resolve these issues.

Why is the Call vehicle button disabled?

If your Call vehicle button is disabled despite having the two-way calling feature enabled, or if you see a pop-up when you try to call a vehicle from the Fleet App, it could be due to the following reasons:

  • AI Dashcam Plus is in low-power mode or offline.
  • AI Dashcam Plus is pending a firmware update. In this case, you need to ask the driver to turn the vehicle engine on so the device can update itself.
  • You are already on a call with a vehicle. Since you are only allowed one vehicle call at a time, the call button remains disabled while you are on call.
  • Another fleet user is on a call with the vehicle you are trying to call.

How does two-way calling interact with safety alerts and live streaming?

Safety alerts always have priority. If a safety alert plays during a call, the alert audio temporarily interrupts the conversation so the driver can hear it clearly. Live streaming and two-way calling are designed to work independently, so you can stream video while a call is active without dropping the audio session.

Are two-way calls recorded?

Call audio is not recorded. Motive only logs call metadata such as who called whom, start and end timestamps, and duration for compliance, auditing, and troubleshooting.

Is two-way calling hands-free and compliant with hands-free laws?

Yes. The feature is designed so drivers do not need to handle their phones or interact with the device to answer, helping fleets comply with hands-free laws and reduce distracted-driving risk. Fleets are still responsible for informing drivers and aligning usage with local regulations and their internal policies.

Can I call a vehicle when the engine is off?

Calls are disabled when the engine is OFF, but a grace period applies if the customer has Engine-off Recording enabled:

  • Light-duty vehicles: Up to 2 hours after engine is off
  • Heavy-duty vehicles: Up to 24 hours after engine is off

The actual time depends on the customer's Engine-off Recording duration setting.

After the grace period expires, the Motive Dashboard will show Unavailable – Vehicle Engine Off.

Note: If Engine-off Recording is disabled for the account, the device powers down shortly after engine off and calling will not be available during any grace window.

What is the impact of the static Driver Privacy Modes (Always ON and Always OFF) on live two-way calling?

There is no impact on the functionality. Calls will process normally with full speaker and microphone functionality in both the Privacy Mode Always ON and Privacy Mode Always OFF configurations. Privacy mode controls recording only. The microphone remains available for live two-way calling regardless of privacy setting.

How does the call work with live streaming?

Live streaming and live two-way calling operate independently and can run simultaneously. Both the speaker and microphone will work for the call even when a live stream is active.

Will in-cab alerts work during a two-way call?

Yes, in-cab alerts for safety events will play during a two-way call. The audio alert will momentarily interrupt the active call to ensure the driver hears it clearly.

When the AI Dashcam Plus is offline, does live two-way calling work?

A call can only be initiated if the AI Dashcam Plus is online. If the device goes offline during a call, the call will be terminated after 20 seconds of failed reconnection. If the device is offline before a call is attempted, the manager will see a Vehicle Offline status.

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