---
schema_version: "1"
id: 994d5765afed6fcb9f3e0f99d865960e8b2fb2777b06a8b1ca7a84ee6272e7c8
title: What’s a Softphone?
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cti_softphones_intro.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cti_softphones_intro.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 6e3faf089a097c68c57a945b1ef5a1cc8a8651fbbdf2df2e30711545907b961f
description: 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.
products:
  - Service Cloud
release: "264"
---
# What’s a Softphone?

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.

### 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).

#### 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.")
- [Salesforce Overview](https://help.salesforce.com/s/articleView?id=service.console2_about.htm&type=5&language=en_US)
- [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.")
- [Use a Softphone in the Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_cti.htm&type=5&language=en_US)