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            Edit Your Personal Softphone Settings

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            Edit Your Personal Softphone Settings

            You can control personal softphone settings within Salesforce. To change your settings, from your personal settings, enter Softphone in the Quick Find box, then select My Softphone Settings.

            Required Editions

            View supported editions.
            User Permissions Needed
            To edit personal softphone settings: 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 Salesforce 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 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. See Get to Know Salesforce Voice.

            These settings are available.

            Setting Description
            Automatically log in to your call center when logging into Salesforce Select this option if you want Salesforce to use saved login information to automatically log you in to your softphone.
            If only one record found on incoming call

            Choose one of the following options to specify how a record is displayed when it is the only one that matches an incoming call:

            • Always open the record automatically. This option displays the record in the main Salesforce window, overwriting whatever was there before. All unsaved changes from your previous record are lost.
            • Never open the record automatically. This option does not display the matching record. To view it you must click the record's link in the softphone.

            See Also

             
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