---
schema_version: "1"
id: 7bbda55136aa1774598f7a873b2853398edfe5a91131e7ec2ee9790f8d4779fd
title: Choose Your Open CTI Migration Path
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cti_choose_migration_path.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cti_choose_migration_path.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: ae186cfd3ba5899834161ed90f8e04f6df01c999c6c357bef788d539136faca0
description: Understand your options for migrating from Open CTI to a newer Voice solution from Salesforce.
products:
  - Service Cloud
release: "264"
---
# Choose Your Open CTI Migration Path

Understand your options for migrating from Open CTI to a newer Voice solution from Salesforce.

Salesforce supports four Voice [telephony models](https://help.salesforce.com/s/articleView?id=service.voice_telephony_models.htm&language=en_US), 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](https://help.salesforce.com/s/articleView?id=service.cti_migrate_voice_pt.htm&release=264.0.0&type=5 "Learn how to migrate from Open CTI to Salesforce Voice with Partner Telephony. This migration path allows you to keep your current third-party telephony provider, as long as they published a Salesforce Voice-certified managed package on AgentExchange (formerly AppExchange).") | 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](https://help.salesforce.com/s/articleView?id=service.cti_migrate_voice_pt_amazon.htm&release=264.0.0&type=5 "Learn how to migrate from Open CTI to Salesforce Voice with Partner Telephony from Amazon Connect. This migration path is ideal if you already operate your own Amazon Connect instance and want to bring it into Salesforce Voice.") | 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](https://help.salesforce.com/s/articleView?id=service.cti_migrate_voice_amazon.htm&release=264.0.0&type=5 "Learn how to migrate from Open CTI to Salesforce Voice with Amazon Connect, where Salesforce provisions and manages the Amazon Connect instance on your behalf. This migration path is ideal if you don't have an existing AWS account or prefer that Salesforce handle the telephony infrastructure.") | Businesses who want Salesforce to provision and manage Amazon Connect | Salesforce-provided Amazon Connect connector | Salesforce-provisioned Amazon Connect |
| [4: Salesforce Voice (Native Telephony)](https://help.salesforce.com/s/articleView?id=service.cti_migrate_voice_native.htm&release=264.0.0&type=5 "Learn how to migrate from Open CTI to Salesforce Voice with Native Telephony, where Salesforce provides the telephony service end-to-end. This migration path is the most self-contained option — no third-party telephony vendor and no AWS account required.") | 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.

![Decision tree diagram to choose a path](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/cti/cti-migrate-decision-tree.png)

## 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.