---
schema_version: "1"
id: 19129868c67f8ad24831426ae20c60b183b5d55639beb74384b64b18cc429ec6
title: Change Your Call Center State
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cti_changingstate.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cti_changingstate.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: b6347b3cd1e87556b156f5eaba03c62590e5b7cb8a633435f367d615806cd096
description: 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.
products:
  - Service Cloud
release: "264"
---
# Change Your Call Center State

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.

### 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%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d25405e55">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d25405e55 ">To change your call center state:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d25405e55 ">Member of a call center</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).

To avoid receiving calls when you do not want them, you can set your call center state next to the agent icon in the softphone. Possible values for call center state include:

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d25405e100">Call Center State</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d25405e103">Description</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Call Center State" class="slds-cell-wrap" style="vertical-align:top;" headers="d25405e100 ">Ready for Calls</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d25405e103 ">You're not on a call, and you're prepared to receive the next direct or queued
              call.</td>

          </tr>
          <tr class="">
            <td data-label="Call Center State" class="slds-cell-wrap" style="vertical-align:top;" headers="d25405e100 ">Not Ready for Calls</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d25405e103 ">
              <p>You're not currently on a call, and you’re not prepared to receive the next
                queued call. </p>
              <p style="margin-bottom:0;">In this state you can still receive calls that are dialed directly
                to your extension.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Call Center State" class="slds-cell-wrap" style="vertical-align:top;" headers="d25405e100 ">On a Call</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d25405e103 ">You're currently connected to a caller and can’t receive either a direct or a
              queued call.</td>

          </tr>
          <tr class="">
            <td data-label="Call Center State" class="slds-cell-wrap" style="vertical-align:top;" headers="d25405e100 ">Wrap-Up</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d25405e103 ">You're currently on a call, and you wish to go directly to the Not Ready for
              Calls state when the call is complete.</td>

          </tr>
          <tr class="">
            <td data-label="Call Center State" class="slds-cell-wrap" style="vertical-align:top;" headers="d25405e100 ">Log Out</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d25405e103 ">You want to log out from your call center phone system and remain logged in to
              Salesforce. After you select this option, Salesforce CRM Call Center automatically
              closes the connection to your call center and displays the <a href="https://help.salesforce.com/s/articleView?id=service.cti_login.htm&amp;release=264.0.0&amp;type=5" title="Salesforce CRM Call Center requires you to first log in to Salesforce and then to log in separately to your organization's phone system. The phone system login is in the sidebar and only appears if you are assigned to a call center in Salesforce. If a phone system login does not appear, contact your administrator.">softphone login screen</a>.</td>

          </tr>
        </tbody>
      </table>

When you first log in to Salesforce CRM Call Center, your call center state is automatically set to Not Ready for Calls. You must choose Ready for Calls from the dropdown list before you can receive any calls.

![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 Some Salesforce CRM Call Center features can be unavailable with your softphone because of customizations that have been made for your organization. See your administrator for details.

#### 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.")
- [Log In to the Softphone](https://help.salesforce.com/s/articleView?id=service.cti_login.htm&release=264.0.0&type=5 "Salesforce CRM Call Center requires you to first log in to Salesforce and then to log in separately to your organization's phone system. The phone system login is in the sidebar and only appears if you are assigned to a call center in Salesforce. If a phone system login does not appear, contact your administrator.")
- [Make a Call Using the Softphone](https://help.salesforce.com/s/articleView?id=service.cti_makingacall.htm&release=264.0.0&type=5 "In Salesforce CRM Call Center, make a call by dialing a number manually, using the call center directory, or using click-to-dial.")
- [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.")