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            Receive Calls from Members Through Open CTI Softphone

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            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
            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.

            1. From the App Launcher, find and click Contact Center.
            2. On the left-hand side of the console, on the bottom, click Phone. Enter your credentials and log in.
            3. To receive the member’s call, click Accept.
              The Engagement Interaction record with the Identity Verification flow opens.
            4. Verify the member’s identity and capture the reason for the call.
            5. Click End.

            See Also

             
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            Salesforce Help | Article