Open CTI Softphone for the Contact Center

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. 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. For more information, see this Knowledge Article and migration learning map.

Open CTI is a JavaScript API that displays CTI functionality in a browser, so there’s no need to install a CTI adapter.

Note If you want to opt for Amazon Connect, you can use Salesforce Voice instead of Open CTI.

Here’s how the Open CTI Softphone integration works.

• The member calls the contact center.
• The telephony system identifies the member and collects data such as member account number.
• To retrieve member records, such as account details, the CTI adapter passes the member’s collected data to Salesforce via web services.
• The results of the search are sent to the CTI adapter.
• The CTI adapter sends HTTP requests via Salesforce Open CTI to execute the incoming call screen pop, and update the softphone status.

• Configure CTI Softphone for the Contact Center
  Import a definition file, add directory numbers, and customize the softphone layout for your CTI integration.
• Add the CTI Softphone to the Contact Center
  Make the CTI Softphone easily accessible to the contact center user by adding it to the contact center app.