Use the Call Center Directory

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 Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce 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. For more information, see this Knowledge Article and migration learning map.

To use your call center directory:

1. In the softphone, click the name of the open line that you want to use. This action opens the dial pad for that line. Click the search icon next to the dial pad to open your call center directory.
2. Search the call center directory for a phone number:
   1. In the Pick an object dropdown, choose the type of record that you want to search. Any object with a phone number field is included in this list.
   2. In the Search text box, type all or part of the name for which you are searching.
   3. Click Go to view a list of only those records that include your search text.
3. When you find the phone number that you want, click its associated record name to automatically enter the number into the softphone.
4. Click Dial to make the call.