---
schema_version: "1"
id: 01b8ae3fd9a37f4b449d790a8c9524f2a671a331016165dfd79c0b157aa1d62c
title: Use the Call Center Directory
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cti_directory.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cti_directory.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 821b599d78ad295b9c3da5d3e0fd320d4183817cff733d5d3c9775d17e06937d
description: Every call center has an associated call center directory that includes the name and number of every user that belongs to that call center, as well as other phone numbers that are related to records in your system.
products:
  - Service Cloud
release: "264"
---
# Use the Call Center Directory

Every call center has an associated call center directory that includes the name and number of every user that belongs to that call center, as well as other phone numbers that are related to records in your system.

### 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="d27196e55">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d27196e55 ">To use a call center directory:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d27196e55 ">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 use your call center directory:

1. In the softphone, click the name of the open line that you want to use. This action opens the dial pad for that line. Click the search icon next to the dial pad to open your call center directory.
2. Search the call center directory for a phone number:
    1. In the **Pick an object** dropdown, choose the type of record that you want to search. Any object with a phone number field is included in this list.
    2. In the **Search** text box, type all or part of the name for which you are searching.
    3. Click **Go** to view a list of only those records that include your search text.
3. When you find the phone number that you want, click its associated record name to automatically enter the number into the softphone.
4. Click **Dial** to make the call.

#### 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.")
- [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.")
- [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.")
- [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.")