FAQs
      Back to home
      1. Customer Support
      2. FAQs

      How to Create and Use Contact Lists and Autodial in FreJun

      FreJun's Contact List feature enables bulk contact uploads and seamless outbound autodialing.

      1. Creating a Contact List

      The Contact List feature enables users to create a contact list by uploading a CSV/Excel file with bulk contact information. Follow the steps below to create and upload a contact list:

      Steps to Create a Contact List

      1. Navigate to the Contact List:
        • Go to the Contact List section in the FreJun platform.
        • Select New List to create a new contact list.
      2. Enter a Valid Name:
        • Provide a valid name for the contact list, ensuring it is descriptive and easy to identify.
      3. Download the Sample File:
        • Click on the Download Sample File button to download a CSV/Excel file template.
        • The file will have the following default headers:
          • Name
          • Phone Number
          • Country Code
          • Notes
      4. Important: Only the listed headers should be included. If any extra headers or characters are added, the database will reject the file.
      5. Add Contacts to the File:
        • Add your contact data (name, phone number, country code, and notes) into the downloaded file following the correct format.
        • Save the file after entering all the contact details.
      6. Upload the File:
        • Click on Upload File to upload the saved CSV/Excel file.
        • After uploading, click Create to finalize the contact list. The contacts will now be available in your newly created list.

      2. Initiating Autodial

      The Autodial feature enables users to automatically initiate calls to contacts one after another. This feature works with both Network Calling and Browser Calling. To use the autodial function, you must have the Autodial Addon License.

      Steps to Initiate Autodial

      1. Select the Contact List:
        • Open any contact list that you wish to use for autodialing.
      2. Ensure Adequate Contacts:
        • To initiate autodial, the contact list must contain more than 2 contacts.
      3. Click the Autodial Button:
        • Select the Autodial button located at the top right side of the contact list page.
      4. Enter Autodial Name:
        • Provide a valid name for the autodial session.
      5. Set the Call Gap:
        • Choose the gap between calls: 5, 10, 15, or 20 seconds. This determines how long the system will wait between calls after each call is completed.
      6. Save and Start Autodial:
        • Click Save to start the autodial session.

      Autodial Calling Types

      • Network Calling: For network calls, the first call will be made to the user's mobile, followed by a call to the customer’s mobile. The calling process is dependent on both the user's and customer's network quality. A Network Calling Addon License is required to initiate these calls.
      • Browser Calling: When using browser calling, the call will be initiated from the browser to the contact. Users can:
        • Decline the call
        • Skip the contact if it is already present in the contact list
        • Pause the autodial session and resume later
        • Add Call Reason and Outcome during the call
        • Add Notes while talking to the customer
        • End the Call using the red End Call button
        • Cancel the Autodial by selecting the Cancel Autodial button

      Once the autodial session is completed, paused, or canceled, it will appear under the Campaigns - Autodial page. You can view all sessions, filter by their status (Completed, Paused, or Canceled), and redial the same session without creating a new one.

      Managing Autodial Sessions

      • Redialing: To redial a session, open the contact list, select the contacts you want to redial, enter the session name, choose the call gap, and initiate the process.
      • Viewing Call Logs: In the Autodial Page, you can see two key metrics:
        • Reached: How many calls were made to contacts
        • Connected: How many calls were successfully initiated
        • By clicking the View button for any contact, you will be redirected to the Call Logs Page, where the specific call will be filtered and displayed.

      3. Assigning and Unassigning Contacts

      Owners can assign specific contacts from a contact list to users, ensuring that users only have access to the assigned contacts, rather than the entire list. Here's how to manage assignments:

      Steps to Assign/Unassign Contacts

      1. Assign Contacts to Users:
        • Owners can assign specific contacts to individual users. The contact list will then be visible only with the assigned contacts in the user's account.
      2. Unassign Contacts:
        • Owners can unassign contacts from the list at any time, giving them more control over which users can access specific contacts.
      3. View Assigned Contacts:
        • Owners can view the users to whom the contacts are assigned in the owner's contact list. This helps ensure proper access control.

      4. Limitations and Requirements

      1. Network Calling:
        • For Network Calling, the first call is made to the user’s mobile, followed by the customer’s mobile. The call quality depends on both networks, and the user must have the Network Calling Addon License to initiate calls.
      2. Contact List Limitations:
        • A contact list can contain up to 19,999 contacts. If the number of contacts exceeds this limit, the database will return an error.
      3. Autodial Addon License:
        • The Autodial Addon License is required to initiate autodial sessions. Users must have this license to utilize the autodial feature.

      Reference Videos: