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.
Required Editions
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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.
- Call Center Definition XML Format
A call center definition file consists of three XML elements:callCenter,section, anditem. - Required Call Center Elements and Attributes
There must be one<section>that includes<item>elements in every call center definition file. - Specifying Values for <item> Elements
With the exception of thereqInternalName<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. - Sample Call Center Definition File
A XML code example of a call center definition file.