---
schema_version: "1"
id: 48929e5b4dc1f77eae797d4b96939d45ef9abdad3f88e16fa2d721b23dede8d0
title: Edit Your Personal Softphone Settings
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cti_personalsettings.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cti_personalsettings.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: aad5aff3f962a22367f1d91615b96bf6812acf6407dd76da8751f0ac6032e738
description: You can control personal softphone settings within Salesforce. To change your settings, from your personal settings, enter Softphone in the Quick Find box, then select My Softphone Settings.
products:
  - Service Cloud
release: "264"
---
# Edit Your Personal Softphone Settings

You can control personal softphone settings within Salesforce. To change your settings, from your personal settings, enter Softphone in the Quick Find box, then select **My Softphone Settings**.

### 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="d8939e64">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d8939e64 ">To edit personal softphone settings:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d8939e64 ">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).

These settings are available.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d8939e109">Setting</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d8939e112">Description</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d8939e109 ">
              <samp class="parmname">Automatically log in to your call center when logging into
                Salesforce</samp>
            </td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d8939e112 ">Select this option if you want Salesforce to use saved login information to
              automatically log you in to your softphone. </td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d8939e109 ">
              <samp class="parmname">If only one record found on incoming call</samp>
            </td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d8939e112 ">
              <p>Choose one of the following options to specify how a record is displayed when
                it is the only one that matches an incoming call:</p>
              <ul>
                <li><samp class="parmname">Always open the record automatically</samp>. This option
                  displays the record in the main Salesforce window, overwriting whatever was
                  there before. All unsaved changes from your previous record are lost.</li>

                <li><samp class="parmname">Never open the record automatically</samp>. This option does not
                  display the matching record. To view it you must click the record's link in the
                  softphone.</li>

              </ul>
            </td>

          </tr>
        </tbody>
      </table>

#### 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.")
- [Log In to the Softphone](https://help.salesforce.com/s/articleView?id=service.cti_login.htm&release=264.0.0&type=5 "Salesforce CRM Call Center requires you to first log in to Salesforce and then to log in separately to your organization's phone system. The phone system login is in the sidebar and only appears if you are assigned to a call center in Salesforce. If a phone system login does not appear, contact your administrator.")