You are here:
Required Call Center Elements and Attributes
There must be one <section> that includes <item> elements in every call center definition
file.
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. 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.
<item> Name |
Description |
|---|---|
| reqInternalName | Represents the unique identifier for the call center in
the database. It must have a sortOrder value of
0, and its value must be specified in the call center definition
(see Specifying Values for
<item> Elements). A value for
reqInternalName
must 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 the
reqInternalName of all other call centers defined in your
organization. |
| reqDisplayName | Represents the name of the call center as displayed in
Salesforce. It must have a sortOrder value of
1. A value for reqDisplayName
has a maximum length of 1,000 UTF-8 characters. |
| reqDescription | Represents a description of the call center. A value
for reqDescription
has a maximum length of 1,000 UTF-8 characters. |
You can add additional <item> elements to this section if
needed.
Did this article solve your issue?
Let us know so we can improve!
