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Replace Open CTI with Salesforce Voice with Native Telephony (Path 4)
Learn how to migrate from Open CTI to Salesforce Voice with Native Telephony, where Salesforce provides the telephony service end-to-end. This migration path is the most self-contained option — no third-party telephony vendor and no AWS account required.
In this path, Salesforce provides both the telephony platform and the rep experience. Salesforce acts as the carrier, handling call routing, PSTN connectivity, and recording storage. You configure everything through Salesforce Setup.
What You Keep
In this migration path, you keep:
- Your phone numbers, which can be ported to Salesforce as your new carrier
- Your rep workflows and case management processes
- Your Omni-Channel queue and routing configuration for non-voice channels
What Changes
Here's what changes when you migrate:
- Your telephony vendor and carrier relationship is replaced by Salesforce as the carrier. Any existing carrier contracts may need to be terminated.
- IVR and call routing configuration moves from your current telephony provider to Salesforce Flow and Omni-Channel routing.
- The rep UI, presence, and call handling move from the Open CTI adapter to the Salesforce Voice softphone and Omni-Channel.
- Telephony billing is consolidated into your Salesforce contract.
Note Salesforce Voice with Native Telephony is available in a limited set of countries and
regions. Before planning your migration, confirm that your country is supported. Contact your
Salesforce account executive for availability.
- Check the Salesforce Voice Setup Prerequisites and confirm that native telephony is available in your region.
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Contact your Salesforce account executive to enable Salesforce Voice with Native
Telephony for your org and purchase phone numbers or arrange porting.
Salesforce provisions numbers directly. If you're porting existing numbers from your current carrier, initiate the porting request early — porting can take two to four weeks depending on your carrier.
- Set up Salesforce Voice with Native Telephony in your Salesforce org.
- Complete the shared migration steps documented in Shared Steps for Open CTI Migration.
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Build your inbound call routing in Omni-Channel flows.
Native Telephony doesn't use Amazon Connect contact flows. Call routing is handled entirely by Omni-Channel flows in Salesforce Flow Builder. Use the Omni-Channel flow templates for Voice as a starting point.
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Test call quality and failover in your sandbox before cutover.
Place test calls using both internal extensions and external numbers. Validate that calls route correctly, recordings are captured, and screen pop fires as expected.
Roadblocks to Watch For
When following this migration path, watch out for these issues.
- Geographic availability: Native Telephony is not available in all countries. Confirm availability for all locations where your contact center operates before committing to this path.
- Carrier contract termination: If you have a fixed-term contract with your current telephony carrier, factor in early termination fees when building your migration business case.
- IVR rebuild: All IVR logic — menus, prompts, hold music, call transfers — must be rebuilt in Salesforce Omni-Channel flows. This is the most time-intensive part of a native telephony migration. Inventory your current IVR flows before you start.
- Number porting timelines: Porting numbers from your existing carrier to Salesforce takes time and requires cooperation from both carriers. Plan for two to four weeks minimum and schedule the cutover accordingly.
- Existing Open CTI custom code: Any custom JavaScript in your Open CTI adapter — screen pop logic, call logging, reporting hooks — must be replaced with Omni-Channel flows or Apex. Inventory all custom code before you start.
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