If you have built a custom CTI adapter, you must write a call center definition file to
support it. Use a text or XML editor to define an XML file according to the guidelines outlined in
these topics.
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.
Specifying Values for <item> Elements With the exception of the reqInternalName<item>, whose value must always be specified in a call center definition file, you can specify <item> values either in the call center definition file or in Salesforce once the definition file has been imported.
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