Open CTI Softphone for the Contact 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 Service Cloud 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 Service Cloud Voice. Service Cloud Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Service Cloud 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 Service Cloud Voice.

Open CTI is a JavaScript API that displays CTI functionality in a browser, so there’s no need to install a CTI adapter.

Note If you want to opt for Amazon Connect, you can use Service Cloud Voice instead of Open CTI.

Here’s how the Open CTI Softphone integration works.

• The member calls the contact center.
• The telephony system identifies the member and collects data such as member account number.
• To retrieve member records, such as account details, the CTI adapter passes the member’s collected data to Salesforce via web services.
• The results of the search are sent to the CTI adapters.
• The CTI Adapter sends HTTP requests via Salesforce Open CTI to execute the incoming call screen pop, and update the softphone status.

• Configure CTI Softphone for the Contact Center
  Import a definition file, add directory numbers, and customize the softphone layout for your CTI integration.
• Add the CTI Softphone to the Contact Center
  Make the CTI Softphone easily accessible to the contact center user by adding it to the contact center app.