---
schema_version: "1"
id: 9744b6d22a1fbc0733896767d040b856df8898ff49374fb2696714d9d34d794e
title: Configure Open CTI for Crisis Support Center Management
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ind/264-0-0/admin_crisis_center_configure_open_cti.md
canonical_url: https://help.salesforce.com/s/articleView?id=ind.admin_crisis_center_configure_open_cti.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 167e61a9af7227075682ec9050913834e55355448574dc90d841edd7e07397e2
description: Import a definition file, add directory numbers, and customize the softphone layout for your Open CTI.
products:
  - Health
release: "264"
---
# Configure Open CTI for Crisis Support Center Management

Import a definition file, add directory numbers, and customize the softphone layout for your Open CTI.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
        <colgroup>
          <col>
        </colgroup>
        <tbody>
          <tr class="">
            <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> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d100935e66">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d100935e66 ">To use the Crisis Support Center Management app </td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d100935e66 ">Manage Crisis Support Center Management App</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d100935e66 ">To add users to a Call Center </td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d100935e66 ">Manage Call Centers </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d100935e66 ">To import Call Center Definition Files </td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d100935e66 ">Customize Application </td>

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

First, [create a call center definition file](https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlcc.htm&type=5&language=en_US) to support your CTI adapter.

1. From Setup, in the Quick Find box, enter Call Centers, and then click **Call Centers**.
2. Click **Import** to bring in details from a [Call Center Definition File.](https://help.salesforce.com/s/articleView?id=service.cti_admin_importcc.htm&type=5&language=en_US)
3. [Add a Crisis Support Center Management user](https://help.salesforce.com/s/articleView?id=service.cti_admin_manageagentsadd.htm&type=5&language=en_US) to the crisis center. In Call Center Users, click **Manage Call Center Users** to add the crisis center user.
4. Add a crisis center [directory number](https://help.salesforce.com/s/articleView?id=service.cti_admin_ccdirectorynumbers.htm&type=5&language=en_US).
5. [Customize the softphone layout](https://help.salesforce.com/s/articleView?id=service.cti_admin_phonelayouts.htm&type=5&language=en_US) for your crisis center. Click **Edit** next to Standard Softphone Layout to make your changes.

#### See Also

- [_Developer Guide_: Get Started with Open CTI](https://developer.salesforce.com/docs/atlas.en-us.api_cti.meta/api_cti/sforce_api_cti_intro.htm)