---
schema_version: "1"
id: 706fb8d609ab28c2a83dc7c424901260fd593888a39b67b46532924d8cabd5f6
title: Required Call Center Elements and Attributes
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cti_admin_definexmlccreq.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlccreq.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 0b344cbd6ee2921e8698a817597569a35cccbe4c467f603471a428c4258594f2
description: There must be one <section> that includes <item> elements in every call center definition file.
products:
  - Service Cloud
release: "264"
---
# Required Call Center Elements and Attributes

There must be one `<section>` that includes `<item>` elements in every 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).

 
| `<item>` Name | Description |
| --- | --- |
| reqInternalName | Represents the unique identifier for the call center in the database. It must have a `sortOrder` value of `0`, and its value must be specified in the call center definition (see [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.")). A value for `reqInternalName` must be composed of no more than 40 alphanumeric characters with no white space or other punctuation. It must start with an alphabetic character and must be unique from the `reqInternalName` of all other call centers defined in your organization. |
| reqDisplayName | Represents the name of the call center as displayed in Salesforce. It must have a `sortOrder` value of `1`. A value for `reqDisplayName` has a maximum length of 1,000 UTF-8 characters. |
| reqDescription | Represents a description of the call center. A value for `reqDescription` has a maximum length of 1,000 UTF-8 characters. |

You can add additional `<item>` elements to this section if needed.

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