---
schema_version: "1"
id: 0e344784ab565650cd783f6030de79b1c84c89a641435b65e6bc40647d79d659
title: Answer a Call Using a Softphone
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cti_answeringacall.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cti_answeringacall.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 57879da0247cf3884ca8374fc8392ae30f1f1771d9fd2620dc4348d5f67fd7e8
description: When logged in to a softphone, you can receive a call when the call originates from a queue and your call center state is set to Ready for Call, or the call is dialed directly to your extension and you are not already on a call.
products:
- Service Cloud
release: "264"
---
# Answer a Call Using a Softphone
When logged in to a softphone, you can receive a call when the call originates from a queue and your call center state is set to Ready for Call, or the call is dialed directly to your extension and you are not already on a call.
### Required Editions
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).
You can tell that you have an incoming call if you see a flashing red button and the words “Incoming Call,” “Incoming Transfer,” or “Incoming Conference” next to the name of a phone line in your softphone.
Details about the call, if any, are displayed just above the **Answer** button, and typically include the phone number of the caller and the number that the caller dialed to reach you. When the caller's phone number can be matched with a number in an existing Salesforce record, a link to that record is also displayed. Likewise, if your call center prompts callers to enter an account number or other data before being connected with a representative, your softphone searches for records that contain that information and automatically displays links to matching results.
To answer an incoming call, you can:
- Click **Answer** in the softphone.
- Use your physical phone set to pick up the call.
When you answer a call, the Call Duration clock starts ticking, and your call center state is automatically set to Busy. If you do not answer the call, the system forwards it to another user and your call center state is automatically set to Not Ready for Calls.
If your softphone supports multiple lines and you answer Line 2 while speaking on Line 1, Line 1 is automatically put on hold.
Note Some Salesforce CRM Call Center features aren’t available with your softphone because of customizations that have been made for your organization. See your administrator for details.
Tip Screen pops are pages that display when incoming calls match the phone number of an existing Salesforce record. The following table describes when screen pops display (they can only display when your call center state is set to Ready for Calls):
| Screen Pops On | Display | Don't Display |
| --- | --- | --- |
| Edit pages | |  |
| Detail pages |  | |
| Detail pages when inline editing is in use | |  |
| Edit pages and detail pages in the [Salesforce Console](https://help.salesforce.com/s/articleView?id=service.console2_about.htm&type=5&language=en_US) |  | |
| Outbound calls |  | |
- **[Create Call Logs in the Softphone](https://help.salesforce.com/s/articleView?id=service.cti_quicklogs.htm&release=264.0.0&type=5)**
Every external call that you make or receive with a softphone automatically generates a call log activity record. You can view the call logs in the Activity History related list of any Salesforce record that is associated with the call or by running a report.
- **[Put a Caller on Hold Using the Softphone](https://help.salesforce.com/s/articleView?id=service.cti_holdcall.htm&release=264.0.0&type=5)**
Salesforce CRM Call Center lets you put any caller on hold so that the caller can't hear you speaking.
- **[Transfer a Call Using the Softphone](https://help.salesforce.com/s/articleView?id=service.cti_transfercall.htm&release=264.0.0&type=5)**
Transfer a call to another call center user or to an external phone number.
- **[Make a Conference Call Using the Softphone](https://help.salesforce.com/s/articleView?id=service.cti_confcall.htm&release=264.0.0&type=5)**
Initiate a conference call with another call center user or an outside phone number.
- **[Wrap Up a Call Using the Softphone](https://help.salesforce.com/s/articleView?id=service.cti_wrappingup.htm&release=264.0.0&type=5)**
End a call in Salesforce CRM Call Center.
#### See Also
- [Get to Know Your Softphone Features](https://help.salesforce.com/s/articleView?id=service.cti_using.htm&release=264.0.0&type=5 "The Salesforce CRM Call Center softphone appears in the left sidebar of your Salesforce window or in the footer of the Salesforce console.")
- [Change Your Call Center State](https://help.salesforce.com/s/articleView?id=service.cti_changingstate.htm&release=264.0.0&type=5 "While logged in to Salesforce CRM Call Center, there are times when you do not want to receive calls on your softphone, or when you need to step away from your desk. Change the call center state to avoid receiving calls.")