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            Replace Open CTI with Salesforce Voice with Partner Telephony (Path 1)

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            Replace Open CTI with Salesforce Voice with Partner Telephony (Path 1)

            Learn how to migrate from Open CTI to Salesforce Voice with Partner Telephony. This migration path allows you to keep your current third-party telephony provider, as long as they published a Salesforce Voice-certified managed package on AgentExchange (formerly AppExchange).

            What You Keep

            In this migration path, you keep:

            • Your existing telephony environment, including phone systems, call routing infrastructure, IVRs, call recording systems, carrier contracts, and phone numbers
            • Your relationship with your telephony vendor

            What Changes

            Here's what changes when you migrate:

            • The Salesforce-side adapter. The Open CTI iframe is replaced by a Lightning connector loaded by the vendor's package.
            • The screen pop, presence, and call logging move from adapter JS to Omni-Channel flows.
            • Your original Open CTI Call Center is retired and replaced by a new partner telephony contact center.
            1. Confirm that your telephony vendor published a generally available Salesforce Voice (Partner Telephony) package.
              Search AgentExchange (formerly AppExchange) for your vendor. The package should include "Service Cloud Voice" or "Salesforce Voice" in its name and explicitly support Partner Telephony.
            2. Install the vendor's package in your sandbox.
              Find the installation URL in the vendor's documentation or AgentExchange (formerly AppExchange) listing.
            3. Complete vendor-specific setup.
              Each vendor has different post-installation steps, such as authentication, rep provisioning, and integration with their backend. Follow the vendor's instructions.
            4. Complete the shared migration steps documented in Shared Steps for Open CTI Migration.

            Roadblocks to Watch For

            When following this migration path, watch out for these issues.

            • Your vendor hasn't published a Salesforce Voice package on AgentExchange (formerly AppExchange). Before you commit to a migration timeline, verify that they published a package. If not, explore migration paths 2, 3, and 4.
            • Your vendor's AgentExchange (formerly AppExchange) package is in pilot or beta. Before production cutover, we recommend getting an explicit GA commitment.
            • The authentication method to the vendor's backend may change. The connector typically uses a different authentication mechanism than the Open CTI adapter. Methods include OAuth, JWT, or vendor-specific methods. Coordinate with your vendor's deployment team.
             
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