Standard 'Call Type' Field on Task Not Editable — Salesforce CRM Call Center and CTI Required

About Salesforce CRM Call Center and CTI Integration

Salesforce CRM Call Center can only be activated with a CTI integration. To verify whether a CTI integration is set up in your customer's org, navigate to the Softphone Layouts section using the following paths:

In Salesforce Classic

Setup > Customize > Call Center > Softphone Layouts

In Lightning Experience

Gear icon > Setup > Feature Settings > Service > Call Center > Softphone Layouts
Alternatively, navigate to: Gear icon > Setup > Quick Find: "Softphone Layouts" > Call Center > Softphone Layouts
For further reference about the Call Type field and its relationship to Call Center, see the Salesforce Call Center documentation linked in the Additional Resources section below.

Related Fields

The same behavior applies to the following standard Task fields. These fields are also system-controlled by Salesforce CRM Call Center and are only populated when a CTI integration is active in the org:

• Call Duration — Records the length of the call in seconds
• Call Object Identifier — Stores the unique identifier from the external CTI system for the call
• Call Result — Captures the outcome of the call as logged by the CTI adapter

These fields are not standard configurable picklist fields and cannot be manually edited outside of a CTI integration.