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Call Center Fields
All call centers include these required fields, though additional fields can be available depending on the content of the call center definition file that was used to create the call center.
Required Editions
| View supported editions. |
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.
| Field | Description |
|---|---|
| Internal Name | Represents the unique identifier for the call center in the database.Internal Namemust be composed of no more than 40 alphanumeric characters with no white space or other punctuation. It must start with an alphabetic character and must be unique from theInternal Nameof all other call centers defined in your organization. When a value for Internal Name has been saved for a call center, it can’t be changed. |
| Display Name | Represents the name of the call center as displayed in Salesforce. It must
have a sortOrder value of 1. Display
Name has a maximum length of 1,000 UTF-8 characters. |
| Description | Represents a description of the call center. Description has a maximum length of 1,000 UTF-8 characters. |
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