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            Choose Your Open CTI Migration Path

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            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.

            Decision tree diagram to choose a path

            Migration Timeline

            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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