Open CTI Migration FAQ

We have an in-house Open CTI adapter with no vendor. Which migration path is right for us?

Paths 2, 3, and 4 are the best solutions for your situation. Choose Path 1 only if you're willing to build a Salesforce Voice connector.

Can we run Open CTI and Salesforce Voice simultaneously during the migration?

Yes. In fact, this is the recommended cutover approach. Don't uninstall the Open CTI package until you've validated the Salesforce Voice path in production for at least 30 days. And, don't assign reps to both Contact Centers at the same time. That creates duplicate records, confuses routing, and causes unexpected behavior.

How do we keep our existing reports working?

Your existing reports are based on the Task object or an equivalent object created by your CTI adapter. You'll need to build a post-call flow to create the same task with the same fields, populated from VoiceCall, so your reports continue to work. Over time, you can migrate your reports to run directly on the VoiceCall object. Doing so gives you access to richer data, such as recording links and multiparty legs. Certain software vendors have built packages for AgentExchange (formerly AppExchange) that help you set up reporting based on VoiceCall.

Our screen pop is complex, with multiple lookups, custom logic, and conditional branches. Can we migrate it?

Yes, likely. Omni flows are expressive enough for almost any screen pop logic that exists in adapter JS. For conditional pops, chain multiple Add Screen Pop actions in the same flow. You can also experiment with an AI tool to generate the Flow specification.

Our reps currently use a vendor-supplied softphone widget that's not part of Open CTI. Do these migration instructions still apply to us?

Partially. The shared migration steps apply regardless of your telephony source. The instructions that relate to specific Voice solutions assume that you're migrating from Open CTI, but generally apply to any softphone replacement.

Our phones rely on saveLog updating an existing Task. Can we keep that pattern?

Yes. When you build the post-call record-triggered flow, configure it to update records instead of create records. However, consider whether your Task pattern still makes sense. VoiceCall is a richer record, and many businesses find that relating a VoiceCall to a Case or Opportunity directly—without a separate Task—cleans up reporting and the activity feed.

What skills does my admin team need to do this migration?

See Requirements for Building Salesforce Voice Omni-Channel Flows. Most of the work required is Level 1 Admin (Service Cloud Consultant + Platform App Builder certs), and only a small portion of it requires a developer.

What are the Salesforce Voice equivalents to Open CTI concepts?

Here's a side-by-side comparison. This information doesn't apply if you're migrating to Salesforce Voice with native telephony (path 4).

Do I need to rebuild my whole Open CTI implementation when I migrate?

No. These configurations don't require you to rebuild them when you migrate from Open CTI.

• Case routing rules: Omni-Channel case routing is separate from voice routing and is unchanged.
• Rep profiles and roles: Simply add the new permission sets; no profile redesign needed.
• Existing Omni-Channel queues for non-voice channels: If you want to include voice in your existing queues, add VoiceCall to their Supported Objects list. Otherwise, no change is needed.
• Service Console layouts: The voice softphone appears in the console as a utility item.

How does licensing and billing differ between Open CTI and Salesforce Voice?

To learn more about pricing and packaging for your particular use case, contact your Salesforce account executive.