---
schema_version: "1"
id: 2017266acb7d087654af47efa2821134b84ae6312ae9d850b6188c86c4d0754c
title: Sample Call Center Definition File
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cti_admin_cctemplatesample.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cti_admin_cctemplatesample.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: fcacae9e17e35e2d382e197d363b24a0e9278bc3468969792c00d5d4e15e5cbf
description: A XML code example of a call center definition file.
products:
  - Service Cloud
release: "264"
---
# Sample Call Center Definition File

A XML code example of a call center definition file.

### 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>

![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).

For more information on the XML format of a call center definition file, 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.").

`<!--      All sections and items whose name value begins with "req" are      required in a valid call center definition file. The sortOrder      and label attributes can be changed for all required sections      and items except reqGeneralInfo, reqInternalName, and      reqDisplayName, in which only the label attribute can be altered.  	  Note that the value for the reqInternalName item is limited to      40 alphanumeric characters and must start with an alphabetic      character. reqInternalName must be unique for all call centers      that you define. -->  <callCenter>  <section sortOrder="0" name="reqGeneralInfo" label="General Info">    <item sortOrder="0" name="reqInternalName"          label="Internal Name">callCenter001</item>    <item sortOrder="1" name="reqDisplayName"          label="Display Name">My Call Center</item>    <item sortOrder="2" name="reqDescription"          label="Description">Located in San Francisco, CA</item> 	<item sortOrder="3" name="reqProgId"          label="CTI Connector ProgId">MyAdapter.MyAdapter.1</item> 	<item sortOrder="4" name="reqVersion"           label="Version">4.0</item> 	<item sortOrder="5" name="reqAdapterUrl"           label="CTI Adapter URL">http://localhost:11000</item> </section>  <section sortOrder="1" name="ServerInfo" label="CTI Server Info">    <item sortOrder="0" name="HostA"          label="Host A">Host A</item>    <item sortOrder="1" name="PortA"          label="Port A">Port A</item>    <item sortOrder="2" name="HostB"          label="Host B">Host B</item>    <item sortOrder="3" name="PortB"          label="Port B">Port B</item>    <item sortOrder="4" name="PeripheralID"          label="Peripheral ID">1000</item> </section>  <section sortOrder="2" name="DialingOptions" label="Dialing Options">    <item sortOrder="0" name="OutsidePrefix"          label="Outside Prefix">1</item>    <item sortOrder="1" name="LongDistPrefix"          label="Long Distance Prefix">9</item>    <item sortOrder="2" name="InternationalPrefix"          label="International Prefix">01</item> </section>  </callCenter>`

#### 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.")
- [Create 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.")
- [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 <section> that includes <item> elements in every call center definition file.")
- [Specifying Values for <item> 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 <item>, whose value must always be specified in a call center definition file, you can specify <item> values either in the call center definition file or in Salesforce once the definition file has been imported.")