Receive Calls from Members Through Open CTI Softphone
Open Computer Telephony Integration (CTI) incorporates a telephony system with
Salesforce, allowing you to easily answer members’ calls from your contact center.
Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions with Health
Cloud
User Permissions Needed
To use the Contact Center for Health Cloud
Manage Contact Center for Health Cloud
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. 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 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. See Get to Know Salesforce Voice.
From the App Launcher, find and click Contact Center.
On the left-hand side of the console, on the bottom, click . Enter your credentials and
log in.
To receive the member’s call, click Accept.
The Engagement Interaction record with the Identity Verification flow
opens.
Verify the member’s identity and capture the reason for the call.
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