---
schema_version: "1"
id: 4506c94565e34eb6c11fcb58650e3205bf84533e758e52dc62d82e209cb3c53e
title: Make a Conference Call Using the Softphone
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cti_confcall.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cti_confcall.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 8b7e576c353191ac462be34d5b3625041579b6e9ca2c6a0da504b0f8aa9d1a56
description: Initiate a conference call with another call center user or an outside phone number.
products:
  - Service Cloud
release: "264"
---
# Make a Conference Call Using the Softphone

Initiate a conference call with another call center user or an outside phone number.

### 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="d33846e55">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d33846e55 ">To initiate a conference call:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d33846e55 ">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 initiate a conference call with another call center user or an outside phone number:

1. While on a call, click **Conference** in the softphone line that is active. Your caller is automatically put on hold and a new dial pad becomes active.
2. Use the dial pad, your keyboard, or the phone directory to enter the phone number of the person who you want to include in the conference.
3. Click **Initiate Conference**. Your first caller remains on hold while you are on the call with the destination number. If a number you dial is busy, a message appears and you can dial again or cancel the call.
4. When you’re connected with the second caller and are ready to start the conference, click **Complete Conference**. The second caller joins the first on your original phone line and all three of you can speak freely to one another. If you no longer want to conference the call after dialing the second number, click **Cancel Conference** to hang up on the second caller and return to your original caller.

![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

- If you click **Hold** while on a conference, your line becomes mute but other conference participants can still speak to one another.
- Some phone systems limit the number of callers who can be conferenced on a single line. See your administrator for details.

#### See Also

- [Salesforce Call Center](https://help.salesforce.com/s/articleView?id=service.cti_overview.htm&release=264.0.0&type=5 "Call Center integrates Salesforce with third-party computer-telephony integration (CTI) systems. Call center users can see Salesforce information for incoming calls, make out-going calls directly from Salesforce, and report on call outcome, duration, and more. A call center is great for boosting productivity for Salesforce users that spend time on the phone.")
- [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.")
- [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.")