---
schema_version: "1"
id: 6344556c8d739db69b5a347e89bd41746701333e19ad7e3d69d2c8a1b3e5f51b
title: Open CTI Softphone for the Contact Center
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ind/264-0-0/admin_contact_center_open_cti_softphone.md
canonical_url: https://help.salesforce.com/s/articleView?id=ind.admin_contact_center_open_cti_softphone.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: d00c79321c45d479188937e3b97ae7b4699506d35d7d2c3cbd4ffd80928f1017
description: Integrate the Contact Center with Open Computer Telephony Integration (CTI) Softphone to help contact center agents seamlessly manage members’ calls directly in Salesforce.
products:
  - Health
release: "264"
---
# Open CTI Softphone for the Contact Center

Integrate the Contact Center with Open Computer Telephony Integration (CTI) Softphone to help contact center agents seamlessly manage members’ calls directly in Salesforce.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
      <colgroup>
        <col>
      </colgroup>
      <tbody>
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          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>Available in: Lightning Experience</p>
            <p style="margin-bottom:0;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions with Health
              Cloud</p>
          </td>

        </tr>
      </tbody>
    </table>

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-health-264-0-0-production-enus/90a9f828-79ab-49cd-ac8c-86e58ef7478e/images/icon_important.png)

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](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US).

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

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-health-264-0-0-production-enus/90a9f828-79ab-49cd-ac8c-86e58ef7478e/images/icon_note.png)

Note If you want to opt for Amazon Connect, you can use [Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_setup.htm&type=5&language=en_US) 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](https://help.salesforce.com/s/articleView?id=ind.admin_contact_center_configure_open_cti_softphone.htm&release=264.0.0&type=5)**  
    Import a definition file, add directory numbers, and customize the softphone layout for your CTI integration.
- **[Add the CTI Softphone to the Contact Center](https://help.salesforce.com/s/articleView?id=ind.admin_contact_center_add_the_cti_softphone.htm&release=264.0.0&type=5)**  
    Make the CTI Softphone easily accessible to the contact center user by adding it to the contact center app.

#### See Also

- [_Salesforce Help_: Set Up Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_setup.htm&type=5&language=en_US)
- [_Salesforce Help_: Plan Your Salesforce Voice Contact Center](https://help.salesforce.com/s/articleView?id=sf.voice_plan_contact_center.htm&language=en_US)