---
schema_version: "1"
id: c23fb958fdb30fdb205891fa040a9d062f30fd32632d1d07d1080459f083ec3b
title: Manage Call Centers
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cti_admin_managecc.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cti_admin_managecc.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 2120487398568406b0258504fe2e15609d6a00c79479abecf35b0ab42971ff12
description: After you set up a call center, you can update the call center settings as your business needs change.
products:
  - Service Cloud
release: "264"
---
# Manage Call Centers

After you set up a call center, you can update the call center settings as your business needs change.

### 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">
        <colgroup>
          <col style="width:50%">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d15786e58">User Permissions
              Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d15786e58 ">To import, view, edit, or delete a call center:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d15786e58 ">Manage Call Centers </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).

A call center in Salesforce CRM Call Center corresponds to a single computer-telephony integration (CTI) system already in place at your organization. Salesforce users must be assigned to a call center record before they can use any Salesforce CRM Call Center features.

To view a list of call centers that have already been created, from Setup, enter Call Centers in the Quick Find box, then select **Call Centers**. From this page, you can:

- Click the name of a call center to view call center details.
- Click **Import** to import a call center definition file that you have already created.
- Click **Edit** next to any call center to modify call center details.
- Click **Del** next to any call center to erase the call center record from Salesforce. When you delete a call center, all associated directory numbers are also deleted. Any users associated with the call center must be reassigned to another call center to continue using Salesforce CRM Call Center features .

- **[Call Center Fields](https://help.salesforce.com/s/articleView?id=service.cti_admin_ccfields.htm&release=264.0.0&type=5)**  
    All call centers include these required fields, though additional fields can be available depending on the content of the call center definition file that was used to create the call center.

#### See Also

- [_Developer Guide_: Open CTI Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.api_cti.meta/api_cti/sforce_api_cti_intro.htm)
- [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.")
- [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.")
- [Manage Call Center Users](https://help.salesforce.com/s/articleView?id=service.cti_admin_manageagents.htm&release=264.0.0&type=5 "To let users make calls, add them to your call center.")