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Plan Your Migration

Before you move your Open CTI integration to Salesforce Voice with Partner Telephony, use the migration checklist and key resources to guide you through the process.

Open CTI Migration Checklist

To plan your migration, work through these assessment, implementation, and validation phases.

Phase 0: Assess and Plan

Phase 1: Set Up Scratch Org

  • Deploy scv-partner-telephony-quickstart to a scratch org.
  • Configure Omni-Channel queues, service channels, and routing configurations.
  • Assign permission sets to reps and supervisors.

Phase 2: Implement Your Connector

  • Clone byo-demo-connector as base.
  • Verify that mock calls work via CCaaS.html simulator.
  • Implement getVoiceCapabilities() and getSharedCapabilities().
  • Replace acceptCall, endCall, dial (Promise return pattern).
  • Replace hold, resume, mute, unmute.
  • Implement setAgentStatus() with enqueueNextState handling.
  • Implement wrapUpCall().
  • Verify voiceCallId populated on every CALL_STARTED.
  • Implement supervisor methods if applicable.

Phase 3: Set Up Flows

  • Build an Omni-Channel routing flow with screen pop.
  • Build a VoiceCall record-triggered flow for the customer's chosen target object (Case, Opportunity, Lead, Task, or custom).
  • Test against demo connector mock calls.

Phase 4: Validate Your Implementation

  • Command Center for Service (formerly Omni Supervisor) shows correct rep and call state.
  • VoiceCall records are created and linked correctly.
  • Custom records are created post-call with the right field mapping.
  • Supervisor listen-in and barge-in work end-to-end.
  • Multi-tab test passes.

Key Resources

Consult these resources before or during your migration.

Resource How to Use It
Salesforce Help Learning Map: Connect Voice to Partner Contact Center A learning map for the broader Partner Contact Center Voice product line, including Salesforce Voice with Partner Telephony. Use it as an entry point to feature docs cited throughout this guide.
Salesforce Help Learning Map: Migrate from Open CTI A learning map for Open CTI migration with links to resources for partners, admins, and organizational decision-makers.
GitHub: byo-demo-connector Your starting point as a developer, a fully working Salesforce Voice with Partner Telephony connector for you to clone and adapt. Includes a CCaaS.html call simulator for local end-to-end testing.
GitHub: scv-connector-base SDK The base SDK that defines connector types, events, and method contracts.
GitHub: scv-partner-telephony-quickstart A sample application that demonstrates the Salesforce Voice with Partner Telephony integration implementation. Includes org setup metadata.
GitHub: open-cti-demo-adapter Reference for understanding what your current Open CTI adapter does.
Service Connector API Reference guide for Service Connector API, where connector methods, objects, and events from the scv-connector-base SDK are documented.
Salesforce Voice with Partner Telephony Developer Guide Connector-specific reference for Partner Telephony.
Salesforce Voice with Telephony Providers Implementation Guide Telephony API and configuration reference. Most content applies to Salesforce Voice with Amazon Connect and Salesforce Voice with Partner Telephony from Amazon Connect. Certain sections also apply to Salesforce Voice with Partner Telephony, such as the Telephony Integration API, Toolkit API, and Connect API.
Salesforce Help: Standard Omni-Channel Flow Templates for Open CTI Migration Information about out-of-the-box Omni-Channel flow templates. Customize these flows based on business requirements.
Salesforce Help: Requirements for Building Salesforce Voice with Partner Telephony Omni-Channel Flows Clarifies the skills required to migrate your adapter logic to Omni-Channel flows.