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            Set Up Your Third-Party Phone in Salesforce with a Guided Setup Flow

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            Set Up Your Third-Party Phone in Salesforce with a Guided Setup Flow

            Painlessly connect your third-party phone implementation to Salesforce with a quick guided setup flow. Tell us who your provider is, and we install the correct AppExchange package to make it happen. Then, connect to your provider and select your phone users in Salesforce. Supported for Amazon Connect, b+s Connects for Cisco, Five9, and NewVoiceMedia. For other third-party phone providers, see your vendor's documentation for setup instructions.

            Required Editions

            View supported editions.
            User Permissions Needed
            To manage call centers, call center users, call center directories, and SoftPhone layouts: Manage Call Centers
            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 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.

            The phone support setup flow is the fastest and easiest way to connect your third-party phone to Salesforce. When you complete the flow, the users you selected in the flow can make and take calls in the Service Console app alongside their other work.

            Where to Access the Setup Flow

            This flow is available from Service Setup in Lightning Experience. You can get to Service Setup by clicking the gear icon and selecting Service Setup.

            In Service Setup, you can find recommended setup flows, content, and tips based on what you’ve set up already. If you don’t see the setup flow you’re looking for, you can click View All to see the full list.

            Select the tile to launch the flow.

            What Does This Flow Do?

            In this setup flow, we walk you through:

            • Selecting your third-party phone provider
            • Installing the necessary AppExchange package
            • Connecting your third-party phone to Salesforce
            • Selecting the users who can use the phone in Salesforce
            • Install and Deploy a Managed Package

              We install a managed package from AppExchange that integrates your third-party product with Salesforce.

            • Create a Call Center Definition File

              The definition file is an XML file that specifies some settings that help define a call center in Salesforce for a particular third-party CTI system. We create one and set some of the values based on what you enter during the flow, then import it into Salesforce for you.

            • Add the Phone Utility to Your Console

              We add the phone utility to the default Lightning Service Console app. You can add it to other console apps using the App Manager.

            • Add Selected Users to Your Call Center

              To make sure that your team has access to the phone, we associate the users you select during the flow to your call center. As long as your users have access to a console or standard navigation app with the CTI Softphone object added, they can use the phone.

              Note
              Note Users can’t be added to more than one softphone or phone product. Selecting a user in this setup flow overrides their existing phone assignment (if they have one).

            We also turn on several things in the background during the setup flow.

             
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