Call Customers on the Phone

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.

A Salesforce administrator sets up a call center that integrates existing telephone systems with Salesforce. After this integration is set up, the admin adds users to the call center. Once it’s all done, Salesforce users can make telephone calls right from Salesforce.

• What’s a Softphone?
  A softphone is a customizable call-control tool that appears to users assigned to a call center. A softphone's functionality and user interface are determined by the Salesforce admin.
• Answer a Call Using a Softphone
  When logged in to a softphone, you can receive a call when the call originates from a queue and your call center state is set to Ready for Call, or the call is dialed directly to your extension and you are not already on a call.
• Make a Call Using the Softphone
  In Salesforce CRM Call Center, make a call by dialing a number manually, using the call center directory, or using click-to-dial.
• Get to Know Your Softphone Features
  The Salesforce CRM Call Center softphone appears in the left sidebar of your Salesforce window or in the footer of the Salesforce console.