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Create a Call Center

There are two ways to create a call center record in Salesforce—importing or cloning.

Required Editions

View supported editions.
User Permissions Needed
To create a call center by importing or cloning: Manage Call Centers
Important
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 and migration learning map.

A call center in Salesforce CRM Call Center corresponds to a single computer-telephony integration (CTI) system already in place at your organization. Salesforce users must be assigned to a call center record before they can use any Salesforce CRM Call Center features.

To create a call center record in Salesforce:

  • Import a call center definition file into Salesforce. Use this method to create your first call center for a CTI adapter that was just installed.
  • Clone an existing call center definition. Use this method to create additional call centers for a particular CTI adapter. 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.

To view a list of call centers that have already been created, from Setup, enter Call Centers in the Quick Find box, and then select Call Centers.

  • Clone a Call Center
    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.
  • Display and Edit a Call Center
    A call center in Salesforce CRM Call Center corresponds to a single computer-telephony integration (CTI) system already in place at your organization. Salesforce users must be assigned to a call center record before they can use any Salesforce CRM Call Center features.
  • 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.
  • Add a Number to a Call Center Directory
    Customize call center directories by adding additional directory numbers, either to a single call center or to all defined call centers in your organization.
  • Design and Assign Softphone Layouts
    A softphone is a customizable call-control tool that appears to users assigned to a call center. Similar to page layouts, you can design custom softphone layouts and assign them to Call Center users based on their user profile.

See Also