To keep the Outbound Calling tool compliant through the Office of Privacy & DNC rules, all Outbound Calling calls must be made and dispositioned through the Gryphon dialer. The Gryphon dialer runs a check for any customers who have been added to the DNC list. To use the Gryphon dialer, you must use a unique PIN that is tied to your location. 

Using the correct PIN not only allows you to make the call, but it also allows your store's phone number to show on the customer's caller ID. It will also correctly register your calls as compliant and correctly dispositioned. 

All locations are issued 2 PINs to use for Outbound Calling. It is very important to note that as of 8/1/19, Gryphon has placed in effect a new fraud prevention process that locks down any PIN that is attempted to be used by two different callers at the same time. The pin will be suspended and must be reset by contacting Gryphon. 

To prevent PINs from being suspended, it is highly recommended that only one individual per location makes calls at any given time. This will prevent two callers from possibly using the same PIN. If you suspect one or both of your PINs have been suspended, please refer to the process below:
​

How will I know if my PIN is suspended?

If you attempt to make a Outbound Calling call and hear this message when entering your CALL PIN, "You have entered an invalid access code, unauthorized use of the system is prohibited.” then your PIN is suspended. You may also hear an error message if you enter the PIN incorrectly. Ensure you are entering the PIN as it appears on-screen. 

How do I unsuspend my door’s PIN?

Contact Gryphon immediately to unsuspend the PIN. This only takes a few minutes. Dealers or AEs can email support@gryphon.zendesk.com or call 866-366-6822. Gryphon help desk hours Monday - Friday: 8AM - 6PM (EST) Sat-Sun: 9AM - 5PM (EST). Provide your 5 digit Sales Portal Door ID (this appears at the top of the Sales Portal) and the 6 digit PIN that was suspended. If your PIN gets suspended outside of the Gryphon help desk hours, you can also click the link under the PIN, labeled “If you have an issue using this PIN you can request a new PIN” and the door’s second designated PIN will appear. Each door only has 2 PINs so it’s important to get the first PIN unsuspended.

If you are still unable to unsuspend your PIN through Gryphon or have any additional questions about Outbound Calling PINs, please contact our support team at 877-839-8777.