Shared Steps for Open CTI Migration

Step 1: Create a Salesforce Voice Contact Center

This step is required for migration paths 1, 2, and 3. It isn't required for Salesforce Voice with Native Telephony (path 4). To configure path 4, use the one-time setup from Salesforce Go that creates a basic contact center, or see Set Up Salesforce Voice for detailed instructions.

The Salesforce Voice contact center replaces your Open CTI call center. For a clean migration, create a new contact center. An Open CTI call center includes a CTI Adapter URL. In contrast, a Salesforce Voice contact center has no URL. The connector is loaded as a Lightning component from the installed package, or in the case of native Voice, is built into the Salesforce platform.

Note If you have a significant number of automations that reference the call center ID, such as flows and Apex, you can convert your Open CTI call center to a Salesforce Voice contact center. However, this approach introduces the risk of misconfiguring reps who were already assigned to the old call center. To convert your call center, use the Metadata API or Salesforce Setup to update the callCenterType and vendorInfoApiName fields. See your telephony vendor's documentation for the correct field values.

1. From Setup, enter Contact Centers into the Quick Find box.
2. Depending on your telephony model, select Partner Telephony Contact Centers or Amazon Contact Centers.
3. Click New.
   The Create Contact Center wizard opens.
4. Enter a clear name, such as Voice - Your vendor name - Production.
   Don't assign users to your contact center yet.

Step 2: Configure Omni-Channel for Voice

Create a Voice service channel.

1. From Setup, in the Quick Find box, enter Service Channels, then select Service Channels.
2. Enter Voice as the label, and select VoiceCall as the object.
3. In the channel settings, set the After Conversation Work timeout to match your current ACW policy, if you have one.

Create or update a routing configuration.

4. From Setup, in the Quick Find box, enter Routing Configurations, then select Routing Configurations.
5. Click New or edit an existing routing configuration.
6. Select a routing model.
   For Voice, Most Available is recommended.
7. Enter 1 as the units of capacity.
   Because Voice is exclusive, one call fully occupies a rep.

Create or update an Omni-Channel queue.

8. From Setup, in the Quick Find box, enter Queues, then select Queues.
9. Click New or edit an existing queue.
10. Add VoiceCall as a supported object.
11. Assign your routing configuration to the queue.
12. Add reps as queue members, or use public groups to assign members.

Create presence statuses.

13. From Setup, in the Quick Find box, enter Presence Statuses, then select Presence Statuses.
14. Create at least three statuses: Available for Voice, Busy, and Break.
15. Assign the Voice service channel to the Available for Voice status.
16. From the Profiles page in Setup, assign the new presence statuses to user profiles.
    In each profile's settings, navigate to Enabled Service Presences.

Tip A rep's presence status doesn't automatically update when they accept a call. Reps stay on their selected status, and capacity is consumed via AgentWork. If your team is used to a non-Salesforce platform with an explicit On Call status, plan for this in training. There is no On Call status in Omni-Channel because capacity and presence aren't linked.

Step 3: Build an Omni-Channel Flow to Replace Screen Pop

This step is required for migration paths 1, 2, 3, and 4.

In Open CTI, the screen pop is JavaScript built into the Open CTI adapter, and it can't be reused. You can rebuild it declaratively in Flow Builder.

Note Screen pops don't work with apps that use standard navigation. Screen pops work only if a service rep is accepting work from an app using console navigation, like the Service Console.

1. In Setup, enter Flows in the Quick Find box, then select Flows.
2. Click New Flow, then search for and select Omni-Channel Flow.
3. Configure the flow by adding elements and actions.

   Your flow will be unique to your business logic. Here's a general example:

   
4. Save and activate your flow.
5. Assign the flow.
   1. For Salesforce Voice with Native Telephony, from Setup, use Quick Find to go to Communication Channels. From the All Channels tab, select the channel. Edit the channel to update routing details.
   2. For all other Voice telephony models, from Setup, use Quick Find to go to Amazon Contact Centers or Partner Telephony Contact Centers. Select your contact center. In the Contact Center Channels section, edit a channel to specify your flow under Call Routing.
6. Save your changes.

Tip If your screen pop logic is complex, try using an AI tool to generate the Flow specification. Then, build the flow in Flow Builder.

See also:

• Add a Screen Pop Action to a Flow
• Use Multiple Screen Pop Actions in a Flow

Step 4: Assign Reps and Customize Layouts

This step is required for migration paths 1, 2, 3, and 4.

Associate your reps to the new Salesforce Voice contact center and retire your Open CTI softphone layouts. For most telephony models, admins assign reps to a contact center through the contact center's member list, not through the Manage Call Center Users page. For Salesforce Voice with Native Telephony, admins assign permission sets only; there's no need to assign reps to a contact center.

Important A rep can only belong to one contact center or call center at a time. When you add a rep to the Salesforce Voice contact center, the system automatically removes them from the Open CTI call center. Don't do this until you're ready.

Assign reps to the new contact center. This step isn't required for Salesforce Voice with Native Telephony.

1. From Setup, enter Contact Centers in the Quick Find box, then select Partner Telephony Contact Centers or Amazon Contact Centers, depending on your telephony model.
2. Click the name of your contact center.
3. In the Contact Center Users section, click Add.
4. Select the users to add to this contact center.

Assign permission sets to reps.

5. Assign the Salesforce Voice permission sets included with your package.

   Salesforce-provided Amazon Connect or Partner Telephony packages typically include these permission sets: Salesforce Voice Contact Center Rep, Salesforce Voice Contact Center Rep (Partner Telephony), Salesforce Voice Contact Center Admin, Salesforce Voice Contact Center Admin (Partner Telephony), Salesforce Voice Contact Center Supervisor, and Salesforce Voice Contact Center Supervisor (Partner Telephony).

   For vendor-specific Partner Telephony packages, check the vendor's installation guide for permission set names.

   Salesforce Voice with Native Telephony uses a different licensing model with its own permission sets. For names, see Assign Permission Sets for Agentforce Contact Center.

Configure the app and layouts.

6. Add the Omni-Channel component to the app.
   The voice softphone panel is embedded in the Omni-Channel component, so there's no separate softphone panel to add.
7. Retire Open CTI softphone layouts.
   In Salesforce Voice, the call controls, screen pop, and related-records panel are controlled by the Omni-Channel flow and Voice Extension settings in the contact center. Softphone layouts are not used.

Step 5: Validate Your Setup in a Sandbox

1. Verify that reps can log into Omni-Channel and set themselves as Available.
2. Verify that an inbound test call triggers a screen pop to the correct contact or account.
3. Verify that reps see Accept and Decline buttons in the softphone panel.
4. Verify that a call connects, the timer starts, and the hold and mute actions work.
5. Verify that when a call ends, the ACW panel appears and the rep can enter notes.
6. Verify that after the ACW period, a target record such as a case is created with the correct field values.
7. Verify that the resulting VoiceCall record shows the correct duration, status, and OwnerId.
8. Verify that a supervisor can see the active call and agent state in the Command Center for Service (formerly Omni Supervisor).
9. Verify that reports on VoiceCall return the expected data.

Step 6: Monitor Your Contact Center (Days 1–5)

1. Create a report on the VoiceCall object that shows VoiceCalls whose CreatedDate = TODAY.
   • Confirm that the call count matches your expected call volume.
   • If you see records with Status = null or CallDurationInSeconds = 0 on completed calls, the connector isn't publishing HANGUP correctly.
   • If you see records with a blank OwnerId, the call was never routed to a rep. If more than 5% of VoiceCall records in a day are missing the OwnerId or CallDurationInSeconds, pause and investigate.
2. In Command Center for Service (formerly Omni Supervisor), monitor rep status transitions in real time.
   Reps should transition to After Conversation Work, not Offline, after a call ends.
3. Monitor failed Apex jobs on the Apex Jobs page in Setup.
4. If your connector uses platform events, check the Event Bus monitor on the Platform Events page in Setup.
5. Use the Omni-Channel Status API to query UserServicePresence to compare actual versus expected rep statuses.
6. Gather performance feedback from your contact center reps and use this table to diagnose reported issues.

   Rep Complaint	Likely Issue
   "My status went offline by itself after a call."	enqueueNextState or hasPendingStatusChange isn't configured correctly.
   "The screen didn't pop."	The Omni flow isn't assigned to the voice channel, or the flow has a silent SOQL error.
   "No record was created after the call."	An Omni-Channel flow or record-triggered flow has an error. Check the Debug Logs section of your flow settings in Setup.
   "The supervisor can't see my call."	The voiceCallId is missing from the CALL_STARTED event.

Step 7: Make a Rollback Plan

1. Remove all reps from the new Salesforce Voice contact center. Reps can only belong to one contact center at a time, so you must complete this step before reassigning them to the Open CTI call center.
   1. For Salesforce Voice with Native Telephony, unassign permission sets for Agentforce Contact Center.
   2. For other telephony models, from Setup, enter Contact Centers in the Quick Find box, then select Partner Telephony Contact Centers or Amazon Contact Centers, depending on your telephony model. Select your contact center, go to Contact Center Users, and then select and remove users.
2. Add reps back to the Open CTI call center.
   1. From Setup, enter Call Centers in the Quick Find box, then select Call Centers.
   2. Click the name of your Open CTI call center.
   3. Click Manage Call Center Users, then add all agents back.
3. Re-enable your CTI adapter URL if it's disabled.
   Update the call center definition to point to the original adapter URL.
4. Deactivate Voice routing.
   1. From Setup, enter Routing Configurations in the Quick Find box, then select Routing Configurations.
   2. Select your voice routing configuration.
   3. Set the status to Inactive.
5. Tell your reps to refresh their browser.
   The Open CTI softphone panel will load on their next login.

Step 8: Turn Off Open CTI

1. Verify that all reps have been moved from the Open CTI call center to the new contact center.
2. Disable the CTI adapter URL to prevent reps from accidentally loading it.
3. Wait 30 days to verify that no automation depends on your Open CTI package.
   This includes flows, Apex, or reports referencing its custom objects. When you're confident that ties to the package have been removed, uninstall the package.