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Phone from a Call Center with Open CTI
Help customers over the phone. Use Open CTI to connect your phone system to Salesforce. Then use the Call Center to set it up.
Required Editions
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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.
Note To keep things clear in the age of AI agents, we’re now referring to
the humans who use Service Cloud as “service reps” rather than “agents”. We wish we could snap
our fingers to update this language everywhere, but you can expect to see the original use of
“agent” in a few places until we replace it, including in the app itself.
- Salesforce Open CTI
Open CTI is a JavaScript API that lets you build and integrate third-party computer-telephony integration (CTI) systems with Salesforce Call Center. To display CTI functionality in Salesforce, Open CTI uses browsers as clients. With Open CTI, you can make calls from a softphone directly in Salesforce without installing CTI adapters on your machines. - Salesforce Call Center
Call Center integrates Salesforce with third-party computer-telephony integration (CTI) systems. Call center users can see Salesforce information for incoming calls, make out-going calls directly from Salesforce, and report on call outcome, duration, and more. A call center is great for boosting productivity for Salesforce users that spend time on the phone. - 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. - Set Up a Call Center
Before Salesforce users can access and use a call center, an administrator must complete various tasks. - Create a Call Center
There are two ways to create a call center record in Salesforce—importing or cloning. - Manage Call Centers
After you set up a call center, you can update the call center settings as your business needs change. - Manage Call Center Users
To let users make calls, add them to your call center. - Call Customers on the Phone
Phone calls are one of the easiest ways to reach your customers.
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