VOLVO CAR

SERVICE AND PARTS BUSINESS

Service Product Journal
TITLE:

VIDA VOC Access and Functionality
REF NO:

ISSUING DEPARTMENT:

REFERENCE BULLETINS:

CATEGORY:

SUBCATEGORY:

CAR MARKET:

Information Products

Wiring Diagrams

United States and Canada

34780.1.0

Service Personnel:
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SERVICE
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ADMINISTRATOR

ISSUE DATE:

STATUS DATE:

2019-05-10

2019-05-13

Page 1 of 21
“Right first time in Time”
Attachment
File Name
VIDA2015_Volvo_On_Call_VIDA_Access_only_351US01.pdf

File Size
1.5353 MB

VIDA VOC (Volvo On Call) Access functionality is now available in VIDA.
The VIDA VOC Access functionality has been made available for NSC and Volvo authorized
dealerships. This means that staff normally not working with VIDA now has the possibility to use VIDA
VOC Access without having the need to add additional VIDA subscriptions, and at no cost.
Attached document describes:
•
•

how to get access to the functionality if/when there is a need for that.
how to use the functionality.

To get access to VIDA VOC Access, please contact your local VIDA Admin administrator.
Note! Users who have a valid VIDA subscription are already able to access the Volvo On Call
functionality directly in VIDA.

To view SPJ continue to next page. This SPJ has one attachment.
Produced in the USA and available as an electronic document. Hard copy documents are printed in USA on recycled paper containing
a minimum of 50% wastepaper and 10% post-consumer waste.
© 2019 VOLVO CAR USA, LLC

VOLVO ON CALL (VOC)
FUNCTIONALITY IN VIDA
FOR V OC ACC ESS USERS AT NS C A ND A UT H OR I Z ED V O L V O D EA L E RS HI P S

VOLVO ON CALL (VOC) FUNCTIONALITY IN VIDA

CONTENTS
1

INTRODUCTION.............................................................................................................. 3

2

GETTING ACCESS TO VOLVO ON CALL IN VIDA........................................................ 4

3

SETTING UP VOLVO ON CALL...................................................................................... 5

4

PROVISIONING VOLVO ON CALL............................................................................... 10

5

ENDING AND/OR CHANGING OWNERSHIP FOR VOLVO ON CALL........................ 11

6

ENTERING/UPDATING THE VEHICLE LICENSE PLATE INFORMATION FOR
VOLVO ON CALL.......................................................................................................... 12

7

VERIFYING THE VOC SUBSCRIBER'S VOLVO ID..................................................... 13

8

RESETTING PIN CODE................................................................................................ 14

9

GETTING AN ACTIVATION CODE FOR THE TELEMATICS MODULE (TEM)........... 15

10 GETTING A DEACTIVATION CODE FOR THE TELEMATICS MODULE (TEM)......... 16
11 CHANGING HOME MARKET FOR VOLVO ON CALL.................................................. 17
12 FAQS.............................................................................................................................
12.1 Why does the customer's Volvo ID need to be entered into the Volvo On Call
system?...............................................................................................................
12.2 What is the difference between the customer email and the Volvo ID?..............
12.3 What happens if a Volvo ID is not assigned, or if the wrong Volvo ID is
assigned?............................................................................................................
12.4 A Volvo ID cannot be found in VIDA, what is wrong?..........................................
12.5 What happens if the customer does not have a verified/confirmed Volvo ID?....
12.6 What is the Volvo On Call PIN code used for?....................................................
12.7 Is it possible to choose a custom PIN code for the customer?............................
12.8 How does the customer get the PIN code?.........................................................
12.9 Why does the Telematics Module (TEM) have to be activated?.........................
12.10 How do you know if a vehicle is equipped with a Telematics Module of model
TEM2 or TEM3/TEM3G?.....................................................................................

Copyright © 2019 Volvo Car Corporation

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VOLVO ON CALL (VOC) FUNCTIONALITY IN VIDA

1

INTRODUCTION
This document handles the separate VIDA VOC Access functionality. It is available
for dealership staff normally not working with VIDA, in the way technicians do, who
still has the need to work with Volvo On Call. To get support regarding Volvo On Call
and/or VOC Access, contact the VIDA Admin responsible in your organization.
Note
To access Volvo On Call functionality in VIDA, both the user
account and the vehicle need the system function Volvo On Call.
The system requires factory-installed hardware.
Note
Apple computers and mobile devices does not support VIDA and
the application cannot run on such devices.

Copyright © 2019 Volvo Car Corporation

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VOLVO ON CALL (VOC) FUNCTIONALITY IN VIDA

2

GETTING ACCESS TO VOLVO ON CALL IN VIDA
To get VIDA VOC Access to your device:
1.

The NSC/Dealership VIDA administrator adds the new VOC user (CDS-ID) in
VIDA Admin with no VIDA license.

2.

The new VOC user downloads the VIDA prerequisites installation package
from here

3.

The user device has to be approved by the administrator in VIDA Admin.

4.

The new user can log in and will have access to VIDA VOC Access (the
VOC provisioning part) in VIDA.

Fig. 1 VIDA login window

Copyright © 2019 Volvo Car Corporation

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VOLVO ON CALL (VOC) FUNCTIONALITY IN VIDA

3

SETTING UP VOLVO ON CALL
Note
Before provisioning a vehicle for Volvo On Call, in order for the
provisioning to be successful, the vehicle must be positioned
outdoors in an open area with GPS and mobile phone coverage.
In addition, the vehicle must have an active Volvo On Call
subscription.
IMPORTANT
For the EU, eCall legislated vehicles with Volvo On Call must be
provisioned within 7 days after the Pre-Delivery Service (PDS).
After that time, provisioning Volvo On Call will not work and the
dealership needs to push the On Call button inside the vehicle
and, within 1 hour of that, perform a standard provisioning of the
vehicle.
To set up Volvo On Call using VIDA
1.

Open the miscellaneous menu by clicking the
of VIDA.

icon in the top right corner

Fig. 2 The miscellaneous menu with the Volvo On Call menu option
2.

Click Volvo On Call.
à The VOC Setup Status window is opened.

Fig. 3 The VOC Setup Status window (always opens in the Today tab)
3.

Choose the applicable tab for your planned work; VOC Details, Today or
Failed. For more information regarding each tab, please see the following
content.

Copyright © 2019 Volvo Car Corporation

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VOLVO ON CALL (VOC) FUNCTIONALITY IN VIDA

VOC Details
The VOC Details tab is used to find Volvo On Call related information and manage
a series of Volvo On Call related tasks. See additional information regarding VOC
Details in the following table.

Fig. 4 The VOC Details before the vehicle is selected and provisioned
Under the VOC Details tab, the following tasks can be performed:
Feature

Function

Find Vehicle

Find a vehicle by using a known VIN in this field

Change to

Change the vehicle's home market
Accessible if dealership market differs from vehicle
market

Update

Enter or update the vehicle license plate information for
Volvo On Call, e.g. if the license plate is not available at
registration

Reset PIN code

Resend a PIN code to the VOC subscriber's registered
phone

Find Volvo ID

Verify that the given Volvo ID exists and view details of
the VOC subscriber it is connected to

Copyright © 2019 Volvo Car Corporation

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VOLVO ON CALL (VOC) FUNCTIONALITY IN VIDA

Feature

Function

Setup VOC

Initiate the provisioning process using Volvo ID

Reset VOC

Reset the Volvo On Call status for an already provi‐
sioned vehicle, e.g. if there is an end or change of
ownership of the vehicle

Manual Options

Perform a manual activation or deactivation of the Tele‐
matics Module (TEM), if provisioning is unavailable or
does not work, e.g. if the vehicle is of model year 2008
or older

Fig. 5 The VOC Details after the vehicle has been selected and provisioned

Copyright © 2019 Volvo Car Corporation

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VOLVO ON CALL (VOC) FUNCTIONALITY IN VIDA

Provisioning status
There are four different Volvo On Call provisioning statuses in the View Details
window, providing information about the status of a requested/activated operation.
The operations for which the statuses are indicated are Setup VOC and Change to
(change home market). Both requests trigger a VOC provisioning. Next to the status
indication, it is also shown within brackets to which request the status refers.
Status

Explanation

Pending

The requested operation is in the process to be
a Success.
Pending status is displayed when the operation
button has been pushed but will then quickly
switch to Success.
If the vehicle has no GPS and/or mobile phone
coverage, the Pending status may remain up to
one hour. In this time frame, VIDA will try several
times to operate the provisioning request and if
the situation does not change the status will
finally switch to Failed.
A date and time indication displays when the
operation was requested in VIDA.

Success

The requested operation was successfully
completed.
A date and time indication displays when the
process was completed.

Failed

The requested operation failed and needs to be
requested/activated again by clicking the acti‐
vation button.
If VOC provisioning was requested but failed,
and the Setup VOC button cannot be operated
again (is inactive), click the Reset VOC button
and start the provisioning process from the
beginning.
A date and time indication displays when the
operation was requested in VIDA.

Ignored

Copyright © 2019 Volvo Car Corporation

The requested operation cannot be carried out.
This status is only shown if the vehicle has an
old TEM2 unit. VOC provisioning needs to be
performed by the specific operation which is
carried out to provision TEM2 vehicles with
VIDA.

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VOLVO ON CALL (VOC) FUNCTIONALITY IN VIDA

Today
View today's provisioning statuses for the vehicles at the dealership. Clicking a status
link leads to the VOC Details window, where further tasks can be carried out for the
chosen vehicle.

Fig. 6 Today's provisioning statuses at the dealership

Failed
View unresolved failures for the past two months, for the vehicles at the dealership.
Clicking a status link leads to the VOC Details window where further tasks for the
chosen vehicle can be carried out.
In case a customer provisions VOC at another dealership within 2 months, and that
operation is successful, the VIN is removed from the Failed list of the dealership that
initially tried to provision the vehicle.
Note
In practice, the Failed list should be empty, since a vehicle never
should be delivered to the customer before a successful provi‐
sioning.

Fig. 7 Unresolved failures the past two months at the dealership

Copyright © 2019 Volvo Car Corporation

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VOLVO ON CALL (VOC) FUNCTIONALITY IN VIDA

4

PROVISIONING VOLVO ON CALL
IMPORTANT
For the EU, eCall legislated vehicles with Volvo On Call must be
provisioned within 7 days after the Pre-Delivery Service (PDS).
After that time, provisioning Volvo On Call will not work and the
dealership needs to push the On Call button inside the vehicle
and, within 1 hour of that, perform a standard provisioning of the
vehicle.
This procedure describes how to initiate the provisioning process for Volvo On Call.
1.

Open the miscellaneous menu by clicking the
of VIDA.

2.

Click Volvo On Call followed by the VOC Details tab.
à The VOC Details window is opened.

3.

Find a vehicle by using a known VIN in the Find Vehicle field.

4.

In the field License Plate in VOC, fill in the license plate number of the vehicle.

icon in the top right corner

Note
Depending on market, the license plate field may or may not
be mandatory to fill in. If a red asterisk (*) is shown, the field
is mandatory. If there is no asterisk, it should be possible to
select Setup VOC without the complete information filled in.
5.

Fill in the Volvo ID (subscriber's email address or mobile phone number) field
and click Find Volvo ID
à If the Volvo ID is found, the Setup VOC button becomes available in the
bottom of the window.

6.

Click the Setup VOC button.
à The window Confirm Completion with summarized information is opened.

7.

To finalize the provisioning process, click Complete
à A new window with updated information is opened. Here, you can see the
provisioning status.
Note
By entering a new vehicle in the VIN field and pressing Find
Vehicle, you can start provisioning VOC in accordance with the
steps described in this chapter.

Copyright © 2019 Volvo Car Corporation

351US01

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VOLVO ON CALL (VOC) FUNCTIONALITY IN VIDA

5

ENDING AND/OR CHANGING OWNERSHIP FOR VOLVO
ON CALL
This procedure describes how to end and/or change ownership for Volvo On Call:
1.

Open the miscellaneous menu by clicking the
of VIDA.

2.

Click Volvo On Call followed by the VOC Details tab.
à The VOC Details window is opened.