--- schema_version: "1" id: e8462033c7f1e273fb074d25680d3a9d7ac7f9f6b2889952f4024ceff02fcafa title: Call Center Definition Files collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cti_admin_cctemplateoverview.md canonical_url: https://help.salesforce.com/s/articleView?id=service.cti_admin_cctemplateoverview.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: a44f76bb9e761b15e9c0d1f5cc5c5d17fd552b2cadc7cafbe1f1faa7026bc79b description: A call center definition file specifies a set of fields and values that are used to define a call center in Salesforce for a particular CTI system. Salesforce uses call center definition files to support the integration with multiple CTI system vendors. products: - Service Cloud release: "264" --- # Call Center Definition Files A call center definition file specifies a set of fields and values that are used to define a call center in Salesforce for a particular CTI system. Salesforce uses call center definition files to support the integration with multiple CTI system vendors. ### Required Editions
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![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). By default, any CTI adapter installation package includes a default call center definition file that works specifically with that adapter. This XML file is located in the adapter installation directory and is named after the CTI system that it supports. For example, the Cisco IPCC Enterprise™ adapter's default call center definition file is named CiscoIPCCEnterprise7x.xml. The first instance of a call center for a particular CTI adapter must be defined by importing the call center definition into Salesforce. Subsequent call centers can be created by cloning the original call center that was created with the import. If your organization modifies an adapter or builds a new one, you must customize the adapter's call center definition file so that it includes any additional call center information that is required. For example, if you are building a CTI adapter for a system that supports a backup server, your call center definition file must include fields for the backup server's IP address and port number. CTI adapters for systems that don’t use a backup server don’t need those fields in their associated call center definition files. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note When a call center definition file has been imported into Salesforce, the set of fields that were specified in the file cannot be modified. The values assigned to those fields, however, can be changed within Salesforce. See the following topics for information about creating and importing a call center definition file: - To create a call center definition file for a custom CTI adapter, see [Creating a Call Center Definition File](https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlcc.htm&release=264.0.0&type=5 "If you have built a custom CTI adapter, you must write a call center definition file to support it. Use a text or XML editor to define an XML file according to the guidelines outlined in these topics."). - To view a sample call center definition file, see [Sample Call Center Definition File](https://help.salesforce.com/s/articleView?id=service.cti_admin_cctemplatesample.htm&release=264.0.0&type=5 "A XML code example of a call center definition file."). - To import a call center definition file into Salesforce, see [Importing a Call Center Definition File](https://help.salesforce.com/s/articleView?id=service.cti_admin_importcc.htm&release=264.0.0&type=5 "To create your first call center for a CTI adapter that was just installed, you can import the adapter's default call center definition file into Salesforce."). #### See Also - [Create a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_createcc.htm&release=264.0.0&type=5 "There are two ways to create a call center record in Salesforce—importing or cloning.") - [Clone a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_clonecc.htm&release=264.0.0&type=5 "To create more than one call center for a particular CTI adapter, you can clone an existing one. For example, if you already have a call center record for a Cisco IPCC Enterprise™ call center based in one location, you can clone that record for a Cisco IPCC Enterprise call center based in another location.") - [Call Center Definition XML Format](https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlccdef.htm&release=264.0.0&type=5 "A call center definition file consists of three XML elements: callCenter, section, and item.") - [Required Call Center Elements and Attributes](https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlccreq.htm&release=264.0.0&type=5 "There must be one
that includes elements in every call center definition file.") - [Specifying Values for Elements](https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlccvalue.htm&release=264.0.0&type=5 "With the exception of the reqInternalName , whose value must always be specified in a call center definition file, you can specify values either in the call center definition file or in Salesforce once the definition file has been imported.")