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Add a Number to a Call Center Directory
Customize call center directories by adding additional directory numbers, either to a single call center or to all defined call centers in your organization.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To view, add, edit, or delete an additional directory number: | Manage Call Centers |
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.
- From Setup, enter Directory Numbers in the Quick
Find box, then select Directory Numbers. From this
page, you can:
- Click Edit to edit an existing additional directory number.
- Click Del to delete an existing additional directory number.
- Click the name of an existing additional directory number to view its details in the Additional Directory Number Detail page. From this page you can click Edit to edit the number, click Delete to delete it, or click Clone to quickly create a new additional directory number with the same information as the existing number.
- Click New to define a new additional directory number.
- In the Name field, enter a label that identifies the additional directory number.
- In the Phone field, enter the phone number, including any international country codes. Dialing prefixes, such as 9 or 1, do not need to be included.
- In the Call Center field, select the call center directory to which you want to add the new directory number. To add the number to every call center directory in your organization, choose -- Global --.
- In the Description field, optionally enter text that provides further information about the additional directory number.
- Click Save to save the number and return to the All Additional Directory Numbers page. Alternatively, click Save & New to save the number and create another.
Tip If you have a large number of directory numbers
to define, use the Data Loader to create them in one step.
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