---
schema_version: "1"
id: 238c3bbd1db08fa547c849484ebc0906284606b1118476872bf64f2d347749b9
title: Get to Know Your Softphone Features
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cti_using.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cti_using.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 9586f072c51cc3d69843d2c2a3b6d0dac969d37e78a9e9d90436032f9fec1651
description: The Salesforce CRM Call Center softphone appears in the left sidebar of your Salesforce window or in the footer of the Salesforce console.
products:
  - Service Cloud
release: "264"
---
# Get to Know Your Softphone Features

The Salesforce CRM Call Center softphone appears in the left sidebar of your Salesforce window or in the footer of the Salesforce console.

### 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="d4798e58">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d4798e58 ">To view and use a softphone:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d4798e58 ">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).

You can use the softphone to:

- [Log in to your call center](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.")
- [Modify your call center state](https://help.salesforce.com/s/articleView?id=service.cti_changingstate.htm&release=264.0.0&type=5 "While logged in to Salesforce CRM Call Center, there are times when you do not want to receive calls on your softphone, or when you need to step away from your desk. Change the call center state to avoid receiving calls.") to show whether you are ready to receive a new call
- [Dial a phone number](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.") by using the built-in softphone, or by clicking the ![phone icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/btn_dial_inline.gif) icon next to any phone number associated with a contact, lead, activity, or account
- [Look up a phone number](https://help.salesforce.com/s/articleView?id=service.cti_directory.htm&release=264.0.0&type=5 "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.") in your custom call-center directory
- [Answer a phone call](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.") from another call center user or an external number
- [Put a caller on hold](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.")
- [Initiate a conference call](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.") with another call center user or an external number
- [Transfer a phone call](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.") to another call center user or an external number
- [Add comments to or associate Salesforce records with an automatic call log](https://help.salesforce.com/s/articleView?id=service.cti_quicklogs.htm&release=264.0.0&type=5 "Every external call that you make or receive with a softphone automatically generates a call log activity record. You can view the call logs in the Activity History related list of any Salesforce record that is associated with the call or by running a report.") to quickly record information related to a call
- [Edit personal Salesforce CRM Call Center settings](https://help.salesforce.com/s/articleView?id=service.cti_personalsettings.htm&release=264.0.0&type=5 "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.") to customize the behavior of your softphone

![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 Some Salesforce CRM Call Center features aren’t available with your softphone because of customizations that have been made for your organization. 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.")
- [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)
- [Wrap Up a Call Using the Softphone](https://help.salesforce.com/s/articleView?id=service.cti_wrappingup.htm&release=264.0.0&type=5 "End a call in Salesforce CRM Call Center.")