---
schema_version: "1"
id: 74743ab5f59cdca9a18ae2629f524ca2968911ecd8eb288e7af62b3f64088c19
title: Call Center Definition XML Format
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cti_admin_definexmlccdef.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlccdef.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 984b8ab645eef804b61931918659272975b228acd729941a4ff9ddad91c167dd
description: "A call center definition file consists of three XML elements: callCenter, section, and item."
products:
  - Service Cloud
release: "264"
---
# Call Center Definition XML Format

A call center definition file consists of three XML elements: `callCenter`, `section`, and `item`.

### 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).

The following list provides details about the properties and attributes of each element:

- `callCenter`
    
    This element represents a definition for a single call center phone system. At least one `<callCenter>` element must be included in every call center definition file. A `<callCenter>` element consists of one or more `<section>` elements.
- `section`
    
    This element represents a grouping of related data fields, such as server information or dialing prefixes. When a call center is edited in Salesforce, fields are organized by the section to which they are assigned. A `<section>` element belongs to a single `<callCenter>` element, and consists of one or more `<item>` elements.
    
    Attributes:
    
    <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
            <colgroup>
              <col style="width:15.363128491620111%">
              <col style="width:16.201117318435752%">
              <col style="width:16.201117318435752%">
              <col style="width:52.23463687150838%">
            </colgroup>
            <thead class="slds-text-title_caps ">
              <tr class="">
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29547e126">Name</th>
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29547e129">Type</th>
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29547e132">Required?</th>
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29547e135">Description</th>
              </tr>
            </thead>
            <tbody>
              <tr class="">
                <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d29547e126 ">
                  <code>sortOrder</code>
                </td>

                <td data-label="Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d29547e129 ">Positive Integer</td>

                <td data-label="Required?" class="slds-cell-wrap" style="vertical-align:top;" headers="d29547e132 ">Required</td>

                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d29547e135 ">
                  <p>The order in which the section appears when the call center is edited in
                    Salesforce. For example, a section with <code>sortOrder="1"</code> comes
                    just before a section with <code>sortOrder="2"</code>. </p>
                  <p style="margin-bottom:0;">The values for
                    <code>sortOrder</code> must be non-negative integers, and no numbers can
                    be skipped within a single call center definition. For example, if there are
                    three section elements in a call center definition file, one
                    <code>&lt;section&gt;</code> element must have
                    <code>sortOrder="0"</code>, one <code>&lt;section&gt;</code> element
                    must have <code>sortOrder="1"</code>, and one
                    <code>&lt;section&gt;</code> element must have
                    <code>sortOrder="2"</code>.
                  </p>
                </td>

              </tr>
              <tr class="">
                <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d29547e126 ">
                  <code>name</code>
                </td>

                <td data-label="Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d29547e129 ">String</td>

                <td data-label="Required?" class="slds-cell-wrap" style="vertical-align:top;" headers="d29547e132 ">Required</td>

                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d29547e135 ">
                  <p>The internal name of the section as defined in the Salesforce database. You
                    can use this value to refer to the section when writing custom adapter or
                    SoftPhone code.</p>
                  <p id="cti_admin_definexmlccdef__names"><a name="cti_admin_definexmlccdef__names"><!-- --></a>Names must be composed of only alphanumeric
                    characters with no white space or other punctuation. They are limited to 40
                    characters each.</p>
                  <p style="margin-bottom:0;" id="cti_admin_definexmlccdef__reqNames"><a name="cti_admin_definexmlccdef__reqNames"><!-- --></a>Names beginning with <code>req</code>
                    are reserved for required Salesforce sections only (see <a href="https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlccreq.htm&amp;release=264.0.0&amp;type=5" title="There must be one <section> that includes <item> elements in every call center definition file.">Required Call Center Elements and
                      Attributes</a>). Other reserved words that cannot be used for the
                    <code>name</code> attribute include <code>label</code>,
                    <code>sortOrder</code>, <code>internalNameLabel</code>, and
                    <code>displayNameLabel</code>.
                  </p>
                </td>

              </tr>
              <tr class="">
                <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d29547e126 ">
                  <code>label</code>
                </td>

                <td data-label="Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d29547e129 ">String</td>

                <td data-label="Required?" class="slds-cell-wrap" style="vertical-align:top;" headers="d29547e132 ">Optional</td>

                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d29547e135 ">The name of the section when viewed in Salesforce. Labels can be composed
                  of any string of UTF-8 characters. They are limited to 1000 characters
                  each.</td>

              </tr>
            </tbody>
          </table>
- `item`
    
    This element represents a single field in a call center definition, such as the IP address of a primary server or the dialing prefix for international calls. When call centers are edited in Salesforce, each `<item>` element is listed under the section to which it belongs. You can have multiple `<item>` elements in a `<section>` element.
    
    Attributes:
    
    <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
            <colgroup>
              <col style="width:15.363128491620111%">
              <col style="width:16.201117318435752%">
              <col style="width:16.201117318435752%">
              <col style="width:52.23463687150838%">
            </colgroup>
            <thead class="slds-text-title_caps ">
              <tr class="">
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29547e303">Name</th>
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29547e306">Type</th>
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29547e309">Required?</th>
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29547e312">Description</th>
              </tr>
            </thead>
            <tbody>
              <tr class="">
                <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d29547e303 ">
                  <code>sortOrder</code>
                </td>

                <td data-label="Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d29547e306 ">Positive Integer</td>

                <td data-label="Required?" class="slds-cell-wrap" style="vertical-align:top;" headers="d29547e309 ">Required</td>

                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d29547e312 ">
                  <p>The order in which the item appears when the call center is edited in
                    Salesforce. For example, an item with <code>sortOrder="1"</code> comes just
                    before an item with <code>sortOrder="2"</code>. </p>
                  <p style="margin-bottom:0;">The values for
                    <code>sortOrder</code> must be non-negative integers, and no numbers can
                    be skipped within a single call center definition. For example, if there are
                    three item elements in a call center definition file, one
                    <code>&lt;item&gt;</code> element must have
                    <code>sortOrder="0"</code>, one <code>&lt;item&gt;</code> element
                    must have <code>sortOrder="1"</code>, and one
                    <code>&lt;item&gt;</code> element must have
                    <code>sortOrder="2"</code>.
                  </p>
                </td>

              </tr>
              <tr class="">
                <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d29547e303 ">
                  <code>name</code>
                </td>

                <td data-label="Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d29547e306 ">String</td>

                <td data-label="Required?" class="slds-cell-wrap" style="vertical-align:top;" headers="d29547e309 ">Required</td>

                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d29547e312 ">
                  <p>The internal name of the item as defined in the Salesforce database. You
                    can use this value to refer to the item when writing a custom adapter or
                    SoftPhone code.</p>
                  <p>Names must be composed of only alphanumeric characters with no
                    white space or other punctuation. They are limited to 40 characters
                    each.</p>
                  <p style="margin-bottom:0;">Names beginning with <code>req</code> are reserved for
                    required Salesforce sections only (see <a href="https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlccreq.htm&amp;release=264.0.0&amp;type=5" title="There must be one <section> that includes <item> elements in every call center definition file.">Required Call Center Elements and
                      Attributes</a>). Other reserved words that cannot be used for the
                    <code>name</code> attribute include <code>label</code>,
                    <code>sortOrder</code>, <code>internalNameLabel</code>, and
                    <code>displayNameLabel</code>.
                  </p>
                </td>

              </tr>
              <tr class="">
                <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d29547e303 ">
                  <code>label</code>
                </td>

                <td data-label="Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d29547e306 ">String </td>

                <td data-label="Required?" class="slds-cell-wrap" style="vertical-align:top;" headers="d29547e309 ">Optional</td>

                <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d29547e312 ">The name of the item when viewed in Salesforce. Labels can be composed of
                  any string of UTF-8 characters. They are limited to 1,000 characters
                  each.</td>

              </tr>
            </tbody>
          </table>

#### 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.")
- [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.")
- [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.")
- [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.")