Create Call Logs in the Softphone

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.

Automatically generated call log records include values for:

• The call center user who received or initiated the call
• The phone number of the contact who called or who was called by the call center user
• The date of the call
• The duration of the call, in seconds
• Whether the call was inbound or outbound
• The call center system’s unique identifier for the call

You can associate up to two records, edit the subject, and add comments to a call log while the call is underway. To do so:

1. Associate up to two the records with the call log:
   • When you view or create a contact, lead, or person account, a Name dropdown list appears in the call log. Use this list to select a single contact, lead, or person account record to associate with the call.
   • When you view or create any other type of Salesforce record, a Related to dropdown list appears in the call log. Use this list to select a single record of any other type to associate with the call.
     

     Note Custom object records can only be associated with a call log if the custom object tracks activities.

   By default, the most recently viewed records are selected in the Name and Related to lists unless you manually choose a different record. The records that you choose in these lists include the call log in their Activity History related lists when the call ends. If the call is transferred to or conferenced with another Salesforce CRM Call Center user, these records are also displayed with it.

2. Edit the Subject and Comments fields with information about what happened during the call.

After the call ends, the call log is automatically saved as a completed task. You can quickly access the saved call logs for calls that were just completed by expanding the Last N Calls section of the softphone. Up to three of your last calls are displayed in this list with your most recent call displayed first:

• To modify a recent call log, click Edit next to the call log's Subject field.
• To view a saved call log, click the call log's Subject.
• To view a record that is associated with a call log, click the name of the record.

To view a list of all calls that you've made or received in the past day, click My Calls Today. This link opens the My Calls Today report in the Reports tab.

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.