Make a Conference Call Using the Softphone

Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Service Cloud Voice. For more information, see this Knowledge Article.

To enable your contact center users to take advantage of the latest phone channel innovations, Salesforce recommends that you modernize your experience by moving to Service Cloud Voice. Service Cloud Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Service Cloud Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. See Get to Know Service Cloud Voice.

To initiate a conference call with another call center user or an outside phone number:

1. While on a call, click Conference in the softphone line that is active. Your caller is automatically put on hold and a new dial pad becomes active.
2. Use the dial pad, your keyboard, or the phone directory to enter the phone number of the person who you want to include in the conference.
3. Click Initiate Conference. Your first caller remains on hold while you are on the call with the destination number. If a number you dial is busy, a message appears and you can dial again or cancel the call.
4. When you’re connected with the second caller and are ready to start the conference, click Complete Conference. The second caller joins the first on your original phone line and all three of you can speak freely to one another. If you no longer want to conference the call after dialing the second number, click Cancel Conference to hang up on the second caller and return to your original caller.

Note

• If you click Hold while on a conference, your line becomes mute but other conference participants can still speak to one another.
• Some phone systems limit the number of callers who can be conferenced on a single line. See your administrator for details.