Display and Edit a Call Center

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.

To view call center details:

1. From Setup, enter Call Centers in the Quick Find box, then select Call Centers.
2. Click the name of the call center that you want to view.

From the Call Center Detail page you can:

• Click Edit to modify the properties of the call center.
• Click Delete to erase the call center record from Salesforce. When you delete a call center, all associated directory numbers are also deleted. Any users associated with the call center must be reassigned to another call center to continue using Salesforce CRM Call Center features .
• Click Clone to create a duplicate copy of the call center with the same fields and values as the current call center.
• Click Manage Call Center Users to designate Salesforce users as members of this call center.

Note Some Salesforce CRM Call Center features aren’t available with your softphone because of customizations that have been made for your organization. See your administrator for details.