Call Center Definition XML Format

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.

The following list provides details about the properties and attributes of each element:

• callCenter

  This element represents a definition for a single call center phone system. At least one <callCenter> element must be included in every call center definition file. A <callCenter> element consists of one or more <section> elements.

• section

  This element represents a grouping of related data fields, such as server information or dialing prefixes. When a call center is edited in Salesforce, fields are organized by the section to which they are assigned. A <section> element belongs to a single <callCenter> element, and consists of one or more <item> elements.

  Attributes:

  Name	Type	Required?	Description
  sortOrder	Positive Integer	Required	The order in which the section appears when the call center is edited in Salesforce. For example, a section with sortOrder="1" comes just before a section with sortOrder="2". The values for sortOrder must be non-negative integers, and no numbers can be skipped within a single call center definition. For example, if there are three section elements in a call center definition file, one <section> element must have sortOrder="0", one <section> element must have sortOrder="1", and one <section> element must have sortOrder="2".
  name	String	Required	The internal name of the section as defined in the Salesforce database. You can use this value to refer to the section when writing custom adapter or SoftPhone code. Names must be composed of only alphanumeric characters with no white space or other punctuation. They are limited to 40 characters each. Names beginning with req are reserved for required Salesforce sections only (see Required Call Center Elements and Attributes). Other reserved words that cannot be used for the name attribute include label, sortOrder, internalNameLabel, and displayNameLabel.
  label	String	Optional	The name of the section when viewed in Salesforce. Labels can be composed of any string of UTF-8 characters. They are limited to 1000 characters each.

• item

  This element represents a single field in a call center definition, such as the IP address of a primary server or the dialing prefix for international calls. When call centers are edited in Salesforce, each <item> element is listed under the section to which it belongs. You can have multiple <item> elements in a <section> element.

  Attributes:

  Name	Type	Required?	Description
  sortOrder	Positive Integer	Required	The order in which the item appears when the call center is edited in Salesforce. For example, an item with sortOrder="1" comes just before an item with sortOrder="2". The values for sortOrder must be non-negative integers, and no numbers can be skipped within a single call center definition. For example, if there are three item elements in a call center definition file, one <item> element must have sortOrder="0", one <item> element must have sortOrder="1", and one <item> element must have sortOrder="2".
  name	String	Required	The internal name of the item as defined in the Salesforce database. You can use this value to refer to the item when writing a custom adapter or SoftPhone code. Names must be composed of only alphanumeric characters with no white space or other punctuation. They are limited to 40 characters each. Names beginning with req are reserved for required Salesforce sections only (see Required Call Center Elements and Attributes). Other reserved words that cannot be used for the name attribute include label, sortOrder, internalNameLabel, and displayNameLabel.
  label	String	Optional	The name of the item when viewed in Salesforce. Labels can be composed of any string of UTF-8 characters. They are limited to 1,000 characters each.