Salesforce Troubleshooting Guide

Last Updated: September 19th, 2025

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Overview

Click to Dial (C2D) allows Salesforce users to place outbound calls directly from Salesforce records. Occasionally, users may encounter issues such as missing buttons, failed connections, or licensing errors. This article outlines the most common problems and their resolutions.

 

This guide uses the following acronyms:

• C2D – Click to Dial.
• ANI – Automatic Number Identification (the phone number used to identify the caller). In this guide, Leg 1 ANI refers to the user’s phone number that Gryphon dials first before connecting to the recipient.

Common Issues & Resolutions

1. Dialer Shows "Connecting" But No Call

Symptoms:

After initiating a C2D call, the Gryphon ONE Dialer component displays “connecting,” but no call is received at the user’s Leg 1 ANI. The Dialer remains stuck in “connecting,” and the call does not progress.

Possible Causes:

• The user does not have permissions to the Visualforce page required for the dialer.
• The user's phone flagged and blocked the call.
• The user's Salesforce record does not match their Gryphon ONE profile.

Resolution Steps:

1. Check for Call Blocking on the User's Device
   1. Disable any call blocking features (e.g., Silence Unknown Callers, spam/junk filters).
   2. If possible, test using a different device to initiate a call via Gryphon C2D.
2. Verify Salesforce Permissions (Salesforce Hybrid Lightning and the Visualforce CRM package)
   1. A Salesforce admin will need to confirm the user has the proper permissions by doing one of the following:
      1. Go to Setup → Permission Sets → locate and assign GryphonPermissionSet to the user.
      2. Go to Setup → Visualforce Pages → click Security next to UserConfigPage → move the user profile to the Enabled Profiles section and save.
3. Verify the User's Gryphon ONE Profile and Salesforce Record match
   1. An Admin will need to confirm that the user's email address and ANI in the Gryphon ONE client portal match the user's record in Salesforce.
4. If the Issue Persists after completing these steps
   1. Open a ticket with Gryphon AI Support that includes the following:
      1. At least three of the dialed phone numbers.
      2. The approximate date and time of the failed calls.
      3. The ANI and email address in the user's Salesforce record.

2. C2D Button is Missing

Symptoms:

The C2D button does not appear on Salesforce records.

Possible Causes:

• The user's Salesforce record does not match their Gryphon ONE profile.

Resolution Steps:

1. An Admin will need to confirm that the user's email address in the Gryphon ONE client portal matches the user's username in Salesforce.
   1. If they do not match, an update is needed. The user will need to log out and back in after the update.

3. C2D Transfer Button is Missing

Symptoms:

User sees the main C2D button but not the “Transfer” option.

Possible Causes:

• Configuration issue.

Resolution Steps:

1. Open a ticket with Gryphon AI Support

4. Error: “Call activity record could not be saved. Details about this call could not be saved, and it will not show up in your call activity history.”

Possible Causes:

• Custom rules on the Task object are blocking record creation.
• Salesforce session has expired.

Resolution Steps:

1. User steps:
   1. Refresh your Salesforce session by logging out and logging back in, or by refreshing the browser page, then try the call again.
2. Admin Steps:
   1. Confirm the user has permission to create tasks.
   2. Review the user’s field-level security to confirm they can write to the required fields on the Task record.
3. If permissions and rules are correctly configured but the error continues, open a ticket with Gryphon AI Support and include the following:
   1. Which package version is installed?
   2. Are there other users who can complete the call activity?

5. Error: “You are not currently licensed for the Gryphon Certification product. Please contact Gryphon Customer Success.”

Possible Causes:

An upgrade to the Salesforce package after implementation with Gryphon.

Resolution Steps:

1. Open a ticket with Gryphon AI Support
   1. Note that the best practice is to notify Gryphon of your plan to upgrade in advance.

Support Resources

For additional troubleshooting, configuration questions, contact Gryphon AI Support at [e-mail]