Salesforce Docs Portal

Specifying Values for <item> Elements

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.

Required Editions

View supported editions.
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.

To specify a value for an <item> element in a call center definition file, place the value between the opening and closing tags of the <item>. For example:

<item sortOrder="0" name="reqInternalName" label="Call Center Internal Label">MyCallCenter</item>

sets the value of the reqInternalName <item> to MyCallCenter. Note that any <item> value other than the value for reqInternalName can be edited in Salesforce after the call center definition is imported.

See Also