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Explore Legacy Service Features
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            Learn and Set Up Open CTI

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            1. Salesforce Help
            2. Docs
            3. Legacy Service Features

            Learn and Set Up Open CTI

            While Open CTI is in maintenance mode and is scheduled for retirement, reference our legacy feature documentation.

            Required Editions

            View supported editions.
            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. 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. For more information, see this Knowledge Article and migration learning map.

            • Learn About Open CTI
              Review how Open CTI connects to your telephony system, and how call center users manage their work with Salesforce.
            • Set Up a Call Center
              Before Salesforce users can access and use a call center, an administrator must complete various tasks.
            • Create a Call Center
              There are two ways to create a call center record in Salesforce—importing or cloning.
            • Manage Call Centers
              After you set up a call center, you can update the call center settings as your business needs change.
            • Manage Call Center Users
              To let users make calls, add them to your call center.
            • Call Customers on the Phone
              Phone calls are one of the easiest ways to reach your customers.
             
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            Salesforce Help | Article