Manage Call Centers

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.

A call center in Salesforce CRM Call Center corresponds to a single computer-telephony integration (CTI) system already in place at your organization. Salesforce users must be assigned to a call center record before they can use any Salesforce CRM Call Center features.

To view a list of call centers that have already been created, from Setup, enter Call Centers in the Quick Find box, then select Call Centers. From this page, you can:

• Click the name of a call center to view call center details.
• Click Import to import a call center definition file that you have already created.
• Click Edit next to any call center to modify call center details.
• Click Del next to any call center to erase the call center record from Salesforce. When you delete a call center, all associated directory numbers are also deleted. Any users associated with the call center must be reassigned to another call center to continue using Salesforce CRM Call Center features .