Sample Call Center Definition File

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. 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 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. See Get to Know Salesforce Voice.

For more information on the XML format of a call center definition file, see Creating a Call Center Definition File.

<!--
     All sections and items whose name value begins with "req" are
     required in a valid call center definition file. The sortOrder
     and label attributes can be changed for all required sections
     and items except reqGeneralInfo, reqInternalName, and
     reqDisplayName, in which only the label attribute can be altered.

	  Note that the value for the reqInternalName item is limited to
     40 alphanumeric characters and must start with an alphabetic
     character. reqInternalName must be unique for all call centers
     that you define.
-->

<callCenter>

<section sortOrder="0" name="reqGeneralInfo" label="General Info">
   <item sortOrder="0" name="reqInternalName"
         label="Internal Name">callCenter001</item>
   <item sortOrder="1" name="reqDisplayName"
         label="Display Name">My Call Center</item>
   <item sortOrder="2" name="reqDescription"
         label="Description">Located in San Francisco, CA</item>
	<item sortOrder="3" name="reqProgId"
         label="CTI Connector ProgId">MyAdapter.MyAdapter.1</item>
	<item sortOrder="4" name="reqVersion" 
         label="Version">4.0</item>
	<item sortOrder="5" name="reqAdapterUrl" 
         label="CTI Adapter URL">http://localhost:11000</item>
</section>

<section sortOrder="1" name="ServerInfo" label="CTI Server Info">
   <item sortOrder="0" name="HostA"
         label="Host A">Host A</item>
   <item sortOrder="1" name="PortA"
         label="Port A">Port A</item>
   <item sortOrder="2" name="HostB"
         label="Host B">Host B</item>
   <item sortOrder="3" name="PortB"
         label="Port B">Port B</item>
   <item sortOrder="4" name="PeripheralID"
         label="Peripheral ID">1000</item>
</section>

<section sortOrder="2" name="DialingOptions" label="Dialing Options">
   <item sortOrder="0" name="OutsidePrefix"
         label="Outside Prefix">1</item>
   <item sortOrder="1" name="LongDistPrefix"
         label="Long Distance Prefix">9</item>
   <item sortOrder="2" name="InternationalPrefix"
         label="International Prefix">01</item>
</section>

</callCenter>