Understand your options for migrating from Open CTI to a newer Voice solution from Salesforce.
Salesforce supports four Voice telephony models, each with its own distinct migration path for businesses using Open CTI.
| Solution | Best For | Connector Source | Telephony Source |
|---|---|---|---|
| 1: Salesforce Voice with Partner Telephony | Businesses whose existing Open CTI vendor (Genesys, Cisco, etc.) has released a Salesforce Voice-certified package | Vendor's AgentExchange (formerly AppExchange) package | Same vendor's existing telephony backend |
| 2: Salesforce Voice with Partner Telephony from Amazon Connect | Businesses who already operate their own Amazon Connect instance and want to bring it into Salesforce Voice | Salesforce-provided Amazon Connect connector | Customer-owned Amazon Connect instance |
| 3: Salesforce Voice with Amazon Connect | Businesses who want Salesforce to provision and manage Amazon Connect | Salesforce-provided Amazon Connect connector | Salesforce-provisioned Amazon Connect |
| 4: Salesforce Voice (Native Telephony) | Customers who want fully managed, zero-telephony-ops voice capability native in Salesforce | None (fully managed) | Salesforce-provisioned telephony |
Decision Tree
For help settling on a Voice solution, use this decision tree.
Migration Timeline
Here's what you can expect time-wise from your migration.
| Migration Stage | Activity |
|---|---|
| Week 0 | Make an inventory of users, phone numbers, and existing reports. |
| Week 1 | Install managed package or start provisioning. |
| Week 2 | Set up Contact Center, Omni-Channel, service channels, queues, presence statuses. |
| Week 3 | Build an Omni-Channel flow for screen pop and a record-triggered flow on VoiceCall. |
| Week 4 | Sandbox validation: Validate end-to-end with select reps on real or simulated calls. |
| Week 5 | Parallel run: Keep Open CTI in production, and run Salesforce Voice with a small rep group in a sandbox using real call volume. Forward phone numbers to a temporary number as needed. |
| Week 6 | Production cutover, ideally mid-week or mid-month. |
| Week 7 | Post-go-live monitoring. Once you are fully live, request porting of phone numbers instead of using forwarded numbers. |
| Week 8 or later | Decommission the Open CTI package. |
For paths 3 and 4, add an initial 2–4 weeks for Salesforce provisioning.