---
schema_version: "1"
id: 5673525886c292680bd78844be0478672690df17e7fcd9c25f5c72b6294687de
title: Call Customers on the Phone
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cti_overview_agents.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cti_overview_agents.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 64820315145bf6f6238144d2172b1d4dbcddfd25641b52d1254b72cad8cd1bc9
description: Phone calls are one of the easiest ways to reach your customers.
products:
  - Service Cloud
release: "264"
---
# Call Customers on the Phone

Phone calls are one of the easiest ways to reach your customers.

### 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>

![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).

A Salesforce administrator sets up a call center that integrates existing telephone systems with Salesforce. After this integration is set up, the admin adds users to the call center. Once it’s all done, Salesforce users can make telephone calls right from Salesforce.

- **[What’s a Softphone?](https://help.salesforce.com/s/articleView?id=service.cti_softphones_intro.htm&release=264.0.0&type=5)**  
    A softphone is a customizable call-control tool that appears to users assigned to a call center. A softphone's functionality and user interface are determined by the Salesforce admin.
- **[Answer a Call Using a Softphone](https://help.salesforce.com/s/articleView?id=service.cti_answeringacall.htm&release=264.0.0&type=5)**  
    When logged in to a softphone, you can receive a call when the call originates from a queue and your call center state is set to Ready for Call, or the call is dialed directly to your extension and you are not already on a call.
- **[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.
- **[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.