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            Learn About Open CTI

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            3. Legacy Service Features

            Learn About Open CTI

            Review how Open CTI connects to your telephony system, and how call center users manage their work with Salesforce.

            Required Editions

            View supported editions.
            Important
            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.

            • Salesforce Open CTI
              Open CTI is a JavaScript API that lets you build and integrate third-party computer-telephony integration (CTI) systems with Salesforce Call Center. To display CTI functionality in Salesforce, Open CTI uses browsers as clients. With Open CTI, you can make calls from a softphone directly in Salesforce without installing CTI adapters on your machines.
            • Salesforce Call Center
              Call Center integrates Salesforce with third-party computer-telephony integration (CTI) systems. Call center users can see Salesforce information for incoming calls, make out-going calls directly from Salesforce, and report on call outcome, duration, and more. A call center is great for boosting productivity for Salesforce users that spend time on the phone.
            • Set Up Your Third-Party Phone in Salesforce with a Guided Setup Flow
              Painlessly connect your third-party phone implementation to Salesforce with a quick guided setup flow. Tell us who your provider is, and we install the correct AppExchange package to make it happen. Then, connect to your provider and select your phone users in Salesforce. Supported for Amazon Connect, b+s Connects for Cisco, Five9, and NewVoiceMedia. For other third-party phone providers, see your vendor's documentation for setup instructions.
             
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