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            Make a Call Using the Softphone

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            Make a Call Using the Softphone

            In Salesforce CRM Call Center, make a call by dialing a number manually, using the call center directory, or using click-to-dial.

            Required Editions

            View supported editions.
            User Permissions Needed
            To make a call: Member of a call center
            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.

            While on a call, you can also make a call on a second phone line by clicking New Line. The new line allows you to enter a new phone number while remaining connected to your original caller. When you click Dial, your original call is placed on hold, and your new call begins.

            If you make a call while your call center state is set to Ready for Calls, your state moves directly to Not Ready, and you must enter Not Ready reason codes.

            To end a call that you dialed, click End Call. Some phone systems don't allow you to end a call from a softphone before it is answered. In these cases, an End Call button isn't displayed, and you must use your physical phone set to terminate the call.

            If a number you dial is busy, a message appears and you can dial again or cancel the call.

            Dial a Number Manually

            Make a call in Salesforce CRM Call Center by manually dialing a number.

            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 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.

            1. In the softphone, click the name of the open line that you want to use. This action opens the dial pad for that line.
            2. Enter the phone number that you want to dial by clicking the number buttons on the dial pad, or by typing numbers on your keyboard.
            3. Click Dial or press the Enter key on your keyboard.

            Use the Call Center Directory

            Make a call in Salesforce CRM Call Center using the call center directory.

            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 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.

            1. In the softphone, click the name of the open line that you want to use. This action opens the dial pad for that line.
            2. Click Lookup next to the dial pad to open your call center directory.
            3. Use the directory to locate the number that you want to dial.
            4. When you have found the number, click the name associated with the number to automatically enter the number into the dial pad.
            5. Click Dial or press the Enter key on your keyboard.

            Use Click-to-Dial

            Make a call directly from the phone field of a contact, lead, activity, or account using Salesforce CRM Call Center.

            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 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.

            1. Locate the number that you want to dial in a contact, lead, activity, or account.
            2. Click the phone button to the right of the number. The number is automatically dialed in the first open softphone line.

            The phone button does not appear next to fax numbers. And, a number that has already been clicked can't be clicked again for five seconds.

            Note
            Note Some Salesforce CRM Call Center features aren’t available with your softphone because of customizations that have been made for your organization. See your administrator for details.

            See Also

             
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