Information Call (iCall)

Information Call (iCall)

Information Call (abbreviated as iCall) is a convenient in-vehicle telematics service feature in modern smart vehicles, designed to offer drivers one-touch access to a backend call centre for various information and lifestyle concierge services. Unlike eCall (for emergency accidents) and bCall (for vehicle breakdowns), iCall is positioned around "information services" and "lifestyle convenience", serving as an essential feature to enhance the overall driving experience and journey efficiency.

Function Positioning and Service Scope

iCall is primarily designed to address drivers' on-the-road information inquiries and service needs. Its core value lies in allowing drivers to safely and conveniently complete tasks through live customer service agents that would otherwise require manual input while driving. Typical iCall services encompass the following key areas.

One-touch navigation is the most fundamental and frequently used iCall feature. When drivers need directions on the move, there is no need to manually enter addresses on the infotainment touchscreen; pressing the iCall button connects them directly to the call centre to state their destination. The customer service agent can then remotely push the navigation route to the vehicle's head unit, which automatically calculates the route and begins guidance. This feature is particularly practical while driving, significantly reducing driver distraction from manual navigation inputs.

Lifestyle information services represent an extended module of iCall. Through the call centre, drivers can check weather forecasts, stock updates, news, or make restaurant and hotel reservations. Certain car brands also integrate iCall with remote vehicle services, enabling users to adjust remote vehicle settings with the assistance of a customer service agent.

Technical Implementation and Operating Methods

The iCall feature relies on the vehicle's Telematics Control Unit (TCU) and an onboard cellular communication module. Once the user triggers the iCall button, the head unit establishes a connection with the backend call centre via the onboard module, while transmitting basic telemetry data such as GPS location and vehicle details to the agent's terminal to ensure precise assistance.

Inside the cabin, the iCall feature is typically activated via a dedicated button located on the overhead console or the interior rear-view mirror, though some models integrate it directly into the central touchscreen menu. On BYD DiLink-equipped models, for instance, two buttons are positioned on the rear-view mirror—iCall smart customer support and eCall emergency response—allowing users to reach a live representative with a single press. The iCall button on Mitsubishi Eclipse Cross models is likewise housed in the overhead console.

Differences Between iCall, eCall, and bCall

While iCall, eCall, and bCall are all integral components of connected vehicle telematics, each serves a distinct purpose. eCall is dedicated to emergency rescue during severe traffic collisions, triggering automatically upon impact or manually via the SOS button to contact the Public Safety Answering Point with top priority as a mandatory life-safety feature. bCall handles non-accident vehicle breakdowns, coordinating roadside assistance services such as towing and on-site repairs. In contrast, iCall is purely a convenience-oriented, value-added concierge feature designed for information inquiries, navigation aid, and lifestyle services to elevate the vehicle ownership experience.

Usage Considerations and Key Notes

To utilise iCall, the vehicle must have an active connected car subscription and remain within cellular network coverage; for certain brands, iCall is a paid subscription or only accessible during a complimentary service period. As service coverage and complimentary terms vary across brands and models, car buyers are advised to check the specific details with authorised dealers. Furthermore, in critical emergencies or personal safety situations, priority should always be given to calling public emergency hotlines such as 120 and 122, rather than relying on iCall.