Set Up Open CTI for Crisis Support Center Management

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. 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 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. See Get to Know Salesforce Voice.

Open CTI is a JavaScript API that displays CTI functionality in a browser, so there’s no need to install CTI adapters.

Here’s how the integration works:

• When a client calls the crisis center, the telephony system collects the client’s data such as account number.
• To retrieve client records, the CTI adapter passes this collected data to Salesforce via web services.
• The results of the search are sent to the CTI adapters.
• The CTI Adapter sends HTTP requests via Salesforce Open CTI to update the softphone status.

• Configure Open CTI for Crisis Support Center Management
  Import a definition file, add directory numbers, and customize the softphone layout for your Open CTI.
• Add the CTI Softphone to Crisis Support Center Management
  Make the CTI Softphone easily accessible to users by adding it to the Crisis Support Center Management app.