Call Center Definition Files

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.

By default, any CTI adapter installation package includes a default call center definition file that works specifically with that adapter. This XML file is located in the adapter installation directory and is named after the CTI system that it supports. For example, the Cisco IPCC Enterprise™ adapter's default call center definition file is named CiscoIPCCEnterprise7x.xml.

The first instance of a call center for a particular CTI adapter must be defined by importing the call center definition into Salesforce. Subsequent call centers can be created by cloning the original call center that was created with the import.

If your organization modifies an adapter or builds a new one, you must customize the adapter's call center definition file so that it includes any additional call center information that is required. For example, if you are building a CTI adapter for a system that supports a backup server, your call center definition file must include fields for the backup server's IP address and port number. CTI adapters for systems that don’t use a backup server don’t need those fields in their associated call center definition files.

Note When a call center definition file has been imported into Salesforce, the set of fields that were specified in the file cannot be modified. The values assigned to those fields, however, can be changed within Salesforce.

See the following topics for information about creating and importing a call center definition file:

• To create a call center definition file for a custom CTI adapter, see Creating a Call Center Definition File.
• To view a sample call center definition file, see Sample Call Center Definition File.
• To import a call center definition file into Salesforce, see Importing a Call Center Definition File.