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            Import a Call Center Definition File

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            Import a Call Center Definition File

            To create your first call center for a CTI adapter that was just installed, you can import the adapter's default call center definition file into Salesforce.

            Required Editions

            View supported editions.
            User Permissions Needed
            To import call center definition files:

            Customize Application

            AND

            Manage Call Centers
            Important
            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. 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. For more information, see this Knowledge Article and migration learning map.

            1. From Setup, enter Call Centers in the Quick Find box, then select Call Centers.
            2. Click Import.
            3. Next to the Call Center Definition File field, click Browse to navigate to the default call center definition file in your CTI adapter installation directory. This XML file is named after the type of CTI system that the adapter supports. For example, the Cisco™ IPCC Enterprise adapter's default call center definition file is named CiscoIPCCEnterprise7x.xml. Click Open to enter the path in the Call Center Definition File field.
            4. Click Import to import the file and return to the All Call Centers page. The new call center record is listed with the other call centers in your organization.
              Note
              Note If you receive the error A call center with this internal name already exists, a call center definition file for this CTI adapter has already been imported into Salesforce. To create additional call center records for this CTI adapter, clone the adapter's existing call center, or modify the call center definition file to include a different value for reqInternalName.
            5. Click Edit next to the name of the new call center to modify the call center's settings.

            See Also

             
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