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            Set Up a Call Center

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            3. Legacy Service Features

            Set Up a Call Center

            Before Salesforce users can access and use a call center, an administrator must complete various tasks.

            Required Editions

            View supported editions.
            User Permissions Needed
            To manage call centers, call center users, call center directories, and SoftPhone layouts: Manage Call Centers
            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 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.

            Note
            Note Keep in mind that the out-of-the-box Service app is a Salesforce Classic app and only supports Open CTI for Salesforce Classic. To make calls in Lightning Experience, use Open CTI for Lightning Experience in a Lightning Experience app, like our out-of-the-box Service Console app.
            1. Work with a developer or partner to create a computer-telephony integration (CTI) implementation that uses the Open CTI API and works with your existing telephony system. Most call centers are created by installing a package from AppExchange.

              If you’re developing your own implementation, define a new call center record for every CTI system in use at your business.

            2. Assign Salesforce users to the appropriate call center. A call center user must be associated with a call center to view the softphone.
            3. Optionally, you can make further customizations.
              • Configure call center phone directories with more directory numbers and updated phone number search layouts.
              • Customize softphone layouts for different user profiles, so that the softphone of a sales person shows related leads, accounts, and opportunities, while the softphone of a support agent shows related cases and solutions.

            Next, let’s work on call center definition files.

            • Call Center Definition Files
              A call center definition file specifies a set of fields and values that are used to define a call center in Salesforce for a particular CTI system. Salesforce uses call center definition files to support the integration with multiple CTI system vendors.
            • Create a Call Center Definition File
              If you have built a custom CTI adapter, you must write a call center definition file to support it. Use a text or XML editor to define an XML file according to the guidelines outlined in these topics.
            • Import a Call Center Definition File
              To create your first call center for a CTI adapter that was just installed, you can import the adapter's default call center definition file into Salesforce.

            See Also

             
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