---
schema_version: "1"
id: 2d240aecf7bc237fdbb802253799e13988e3f79af77dda99c6bfbc6858ea0a11
title: Create a 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_definexmlcc.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlcc.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 8dfc7df793f18584d2efafb98e64096bc4d4c3d8e0207a2582b506561c634add
description: 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.
products:
  - Service Cloud
release: "264"
---
# Create a Call Center Definition File

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

<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).

- **[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.
- **[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.

#### See Also

- [Call Center Definition Files](https://help.salesforce.com/s/articleView?id=service.cti_admin_cctemplateoverview.htm&release=264.0.0&type=5 "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.")
- [Import 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.")
- [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.")