Get to Know Your Softphone Features

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.

You can use the softphone to:

• Log in to your call center
• Modify your call center state to show whether you are ready to receive a new call
• Dial a phone number by using the built-in softphone, or by clicking the icon next to any phone number associated with a contact, lead, activity, or account
• Look up a phone number in your custom call-center directory
• Answer a phone call from another call center user or an external number
• Put a caller on hold
• Initiate a conference call with another call center user or an external number
• Transfer a phone call to another call center user or an external number
• Add comments to or associate Salesforce records with an automatic call log to quickly record information related to a call
• Edit personal Salesforce CRM Call Center settings to customize the behavior of your softphone

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.