---
schema_version: "1"
id: 2f14c7183f0772000865df58149763f64461afe55bd8c9c8e7362ded7037f7ea
title: Customizing a Call Center Directory
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cti_admin_ccdirectory.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cti_admin_ccdirectory.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 2d6be517bf09ee332ba9bd8bae860222c8b0a333e86593cea346b9361344c4f5
description: Every call center in Salesforce CRM Call Center includes a call center directory that allows users to search for phone numbers throughout your organization.
products:
  - Service Cloud
release: "264"
---
# Customizing a Call Center Directory

Every call center in Salesforce CRM Call Center includes a call center directory that allows users to search for phone numbers throughout your organization.

### 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;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&amp;language=en_US" target="_blank">View supported editions</a>.</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="d33255e61">User Permissions Needed</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d33255e61 ">To manage call center directories:</td>

          <td class="slds-cell-wrap" style="vertical-align:top;" headers="d33255e61 ">Manage Call Centers </td>

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

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/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).

You can customize call center directories by:

- Adding additional directory numbers, either to a single call center or to all defined call centers in your organization
- Updating phone number search layouts

#### See Also

- [_Developer Guide_: Open CTI Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.api_cti.meta/api_cti/sforce_api_cti_intro.htm)
- [Set Up a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_overview.htm&release=264.0.0&type=5 "Before Salesforce users can access and use a call center, an administrator must complete various tasks.")
- [Manage Call Centers](https://help.salesforce.com/s/articleView?id=service.cti_admin_managecc.htm&release=264.0.0&type=5 "After you set up a call center, you can update the call center settings as your business needs change.")
- [Manage Call Center Users](https://help.salesforce.com/s/articleView?id=service.cti_admin_manageagents.htm&release=264.0.0&type=5 "To let users make calls, add them to your call center.")