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            Customizing a Call Center Directory

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            Customizing a Call Center Directory

            Every call center in Salesforce CRM Call Center includes a call center directory that allows users to search for phone numbers throughout your organization.

            Required Editions

            View supported editions.
            User Permissions Needed
            To manage call center directories: Manage Call Centers
            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.

            You can customize call center directories by:

            • Adding additional directory numbers, either to a single call center or to all defined call centers in your organization
            • Updating phone number search layouts

            See Also

             
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