Choose Your Open CTI Migration Path

Understand your options for migrating from Open CTI to a newer Voice solution from Salesforce.

Salesforce supports four Voice telephony models, each with its own distinct migration path for businesses using Open CTI.

Solution	Best For	Connector Source	Telephony Source
1: Salesforce Voice with Partner Telephony	Businesses whose existing Open CTI vendor (Genesys, Cisco, etc.) has released a Salesforce Voice-certified package	Vendor's AgentExchange (formerly AppExchange) package	Same vendor's existing telephony backend
2: Salesforce Voice with Partner Telephony from Amazon Connect	Businesses who already operate their own Amazon Connect instance and want to bring it into Salesforce Voice	Salesforce-provided Amazon Connect connector	Customer-owned Amazon Connect instance
3: Salesforce Voice with Amazon Connect	Businesses who want Salesforce to provision and manage Amazon Connect	Salesforce-provided Amazon Connect connector	Salesforce-provisioned Amazon Connect
4: Salesforce Voice (Native Telephony)	Customers who want fully managed, zero-telephony-ops voice capability native in Salesforce	None (fully managed)	Salesforce-provisioned telephony

Decision Tree

For help settling on a Voice solution, use this decision tree.

Here's what you can expect time-wise from your migration.

Migration Stage	Activity
Week 0	Make an inventory of users, phone numbers, and existing reports.
Week 1	Install managed package or start provisioning.
Week 2	Set up Contact Center, Omni-Channel, service channels, queues, presence statuses.
Week 3	Build an Omni-Channel flow for screen pop and a record-triggered flow on VoiceCall.
Week 4	Sandbox validation: Validate end-to-end with select reps on real or simulated calls.
Week 5	Parallel run: Keep Open CTI in production, and run Salesforce Voice with a small rep group in a sandbox using real call volume. Forward phone numbers to a temporary number as needed.
Week 6	Production cutover, ideally mid-week or mid-month.
Week 7	Post-go-live monitoring. Once you are fully live, request porting of phone numbers instead of using forwarded numbers.
Week 8 or later	Decommission the Open CTI package.

For paths 3 and 4, add an initial 2–4 weeks for Salesforce provisioning.

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