If you manage sales teams or run compliance-heavy outbound calling, you know call tracking can be a pain. Gryphon’s supposed to make it all easier, but things break—calls don’t log, data goes missing, or reps can't even connect. If you’re tired of half-baked advice and just want stuff to work, this guide’s for you.
Below, I’ll walk through the most common Gryphon call tracking issues, what actually fixes them, and what’s usually a waste of your time. Let’s get into it.
1. Confirm the Basics (Yes, Really—You’d Be Surprised)
Before you blame Gryphon, double-check the boring stuff. Most headaches are still caused by simple setup issues.
- Is your phone connected to the right network? If you’re using VoIP, make sure WiFi’s solid. Spotty connections cause dropped or untracked calls.
- Is Gryphon running the latest version? Outdated apps or browser extensions often glitch. Update first.
- Are you logged into the right account? You’d be shocked how many “missing calls” are just logged under the wrong user.
Pro tip: If you’re using the Gryphon web portal, clear your browser cache or try incognito mode. Browser extensions and cookies can break tracking.
2. Calls Aren’t Logging—Now What?
Probably the most common complaint. Here’s what to check:
A. Integration Check
- CRM Sync: If calls aren’t showing up in Salesforce, HubSpot, etc., make sure Gryphon is actually connected. Go into your integrations page and re-authenticate.
- API Limits: Some CRMs (looking at you, Salesforce) can throttle API calls if you hit limits. If Gryphon’s logs say “success” but nothing shows in the CRM, check for API errors in your CRM admin panel.
B. Call Initiation
- Outbound Only: Gryphon often only tracks outbound calls started via their system. Calls made “the old way” (direct dial) don’t get logged.
- Click-to-Call: If click-to-call isn’t triggering the dialer, browser pop-up blockers or desktop notifications can interfere. Try disabling them temporarily.
C. Call Disposition
- Call Not Completed: If a call is dropped before connecting (bad number, no answer), Gryphon might not log it. This is normal, but can mess up your tracking if you’re measuring all dials.
- Disposition Required: Some Gryphon setups require you to select a call outcome (disposition) before the call logs. Check if you’re skipping this step.
What to ignore? Don’t waste time rebuilding your CRM integration unless you see clear errors. Nine times out of ten, it’s user-side or permissions-related.
3. Audio Quality or Drops: Is It Gryphon or Your Network?
If you’re hearing static, dropped calls, or “dead air,” don’t assume Gryphon’s at fault.
- Run a Speed Test: Anything under 10Mbps upload/download can cause VoIP issues, especially on shared WiFi.
- Switch Networks: Try a mobile hotspot or wired connection. If things improve, your local network is the problem.
- Call Outside Gryphon: Dial a regular number (not through Gryphon). If you still have quality issues, it’s your device or network, not the software.
If it’s only Gryphon calls:
- Check their status page for outages.
- Test from another device.
- Reach out to their support with specific call IDs (from your call logs). Vague “it’s broken” tickets take forever to resolve.
4. Compliance Blocks and Do-Not-Call Problems
Gryphon’s big selling point is compliance—blocking calls to DNC numbers or restricted regions. Sometimes it’s overzealous, sometimes it misses.
- Blocked Calls: If your calls aren’t going through, check the call logs for “blocked” or “restricted” errors. These usually mean the number is on a suppression list.
- List Updates: Are your DNC/suppression lists up to date? If you recently imported new numbers, they may need to be re-checked against the latest lists.
- Custom Rules: Some orgs set up extra rules (e.g., time-of-day restrictions). If your calls are always blocked at certain times, check with whoever manages Gryphon at your company.
What to ignore?
Don’t waste hours “testing” by calling random numbers. The logs usually tell you exactly why a call was blocked.
5. Data Sync Issues: When Records Don’t Match
Sometimes call counts in Gryphon don’t match your CRM, or notes/dispositions don’t sync.
- Check Sync Timing: Gryphon sometimes delays pushing data—hourly or even daily. If calls are missing, wait a bit and refresh.
- Field Mapping: If notes or outcomes aren’t syncing, review field mappings between Gryphon and your CRM. Custom fields need explicit mapping.
- User Permissions: Make sure users have the right access in both Gryphon and your CRM. If someone’s calls aren’t syncing, it could be a permissions issue.
Pro tip: Pull a raw CSV export from Gryphon and compare it to your CRM data. Spot the gaps, then troubleshoot that specific user or field.
6. Call Recording Issues: Missing or Unplayable Recordings
If recordings aren’t showing up or won’t play, here’s what to try:
- Recording Enabled? Not all Gryphon plans or call types are recorded by default. Check your admin settings.
- Recording Permissions: Some states/countries require double consent. If you’re in a “two-party consent” area, recordings may be automatically disabled.
- Playback Problems: If the UI says a recording exists but won’t play, try downloading it directly. Some browsers block embedded audio players.
What to ignore?
Don’t waste time reinstalling the app if only some recordings are missing. It’s almost always a settings or compliance issue.
7. User-Specific Problems: When It’s “Just Me”
If all your coworkers are fine but you’re having issues:
- Try Another Device: Use the web portal on a different computer or your phone.
- Check for Extension Conflicts: Browser add-ons (especially security or ad blockers) can interfere with Gryphon’s widgets.
- Re-login: Log out and back in. It’s basic, but session glitches are common.
If nothing works, ask your admin to reset your Gryphon account. Sometimes user profiles just get corrupted.
8. When to Call Support (and What Info to Give)
If you’ve tried all the above and still can’t solve it, contact Gryphon support—but don’t just say “it’s broken.”
- Include: Date/time of the issue, call IDs, screenshots of errors, and what you’ve already tried.
- Skip: Vague complaints or “it worked yesterday.” Give specifics so you don’t get stuck in endless email loops.
Keep It Simple, Iterate Often
Call tracking tools like Gryphon are useful, but they’re not magic. Most issues boil down to setup, permissions, or the occasional clunky integration. Focus on the basics first, don’t overthink, and keep your troubleshooting steps simple. Iterate as you go—and remember, most problems have a boring fix.