---
schema_version: "1"
id: f255d311a112b0e68da1c102100a341304877fa86b2fdb10a2f8cf1f68bec8d6
title: Manage Call Center Users
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cti_admin_manageagents.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cti_admin_manageagents.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 63e0f7690d38735c8d1596b62474ff3cbad4938c65881001d22f8b5d81e37a6d
description: To let users make calls, add them to your call center.
products:
  - Service Cloud
release: "264"
---
# Manage Call Center Users

To let users make calls, add them to your call center.

### 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>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
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              <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d6581e62">User Permissions
                Needed</th>
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              <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d6581e62 ">To add or remove users from a call center:</td>

              <td class="slds-cell-wrap" style="vertical-align:top;" headers="d6581e62 ">Manage Call Centers </td>

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![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).

A Salesforce user cannot use a softphone unless an administrator has assigned the user to a call center. Also keep in mind that every call center user has access to a set of [personal softphone settings](https://help.salesforce.com/s/articleView?id=service.cti_personalsettings.htm&release=264.0.0&type=5 "You can control personal softphone settings within Salesforce. To change your settings, from your personal settings, enter Softphone in the Quick Find box, then select My Softphone Settings."). These settings specify:

- Whether the user must be automatically logged into his or her softphone when he or she logs into Salesforce
- How a record must be displayed when it is the only one that matches an incoming call

To change the default personal softphone settings for all new call center users, use the Lightning Platform API.

## Add a User to a Call Center

Add users to a call center to enable them to make or receive phone calls in that center.

### 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>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png)

Note To enable Omni-Channel flows to route calls to contact center users, Salesforce contact center users must be mapped to telephony system users. As of Winter ’22, when you add a Salesforce user to a contact center, behind the scenes, the user is also mapped to the corresponding telephony system user. If you created Salesforce users prior and want to use Omni-Channel flows to route work to them, you must manually map the users.

1. In Setup, enter Contact Centers in the Quick Find box, then select Contact Centers setup option. The option label varies based on your telephony provider: Amazon Contact Centers or Partner Telephony Contact Centers.
2. Click the name of the call center to which you want to assign the Salesforce user.
3. In the Call Center Users related list, click **Add**.
4. Enter a search string to find Salesforce users who must be assigned to the call center. Salesforce users that meet your search criteria appear instantaneously.
5. Select the checkbox next to each user who must be assigned to the call center and click **Done**. All users who already belong to a call center are excluded from search results because a user can only be assigned to one call center at a time.

Alternatively, you can change a particular user's call center in the User Edit page:

1. From Setup, enter Users in the Quick Find box, then select **Users**.
2. Click **Edit** next to the name of the user.
3. Modify the Call Center field as appropriate. You can change the user's call center by clicking the lookup icon and choosing a new call center, or you can remove the user from his or her current call center by deleting the call center name from the field.

## Remove a User

Delete a user from a call center in Salesforce CRM Call Center.

### 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>

1. From Setup, enter Call Centers in the Quick Find box, then select **Call Centers**.
2. Click the name of the call center from which you want to remove the Salesforce user.
3. In the Call Center Users related list, click **Manage Call Center Users**.
4. Click **Remove** next to the name of the user that you want to remove from the call center.
    
    To remove multiple users at once, select the Action checkbox next to each user you want to remove and click **Remove Users**.

Alternatively, change a particular user's call center in the User Edit page.

#### See Also

- [Set Up a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_overview.htm&release=264.0.0&type=5 "Before Salesforce users can access and use a call center, an administrator must complete various tasks.")
- [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.")