--- schema_version: "1" id: 3e37a9c1df814c67fa1bf56f9ae47a4379758dcfd8c3744e228757126d003e53 title: Plan Your Migration collection: developer version: current locale: en-us portal_url: https://docs.salesforce.com/developer/current/en-us/service-cloud/api-cti/guides/plan-cti-migration.md canonical_url: https://developer.salesforce.com/docs/service/api-cti/guide/plan-cti-migration.html source_site: developer.salesforce.com content_type: documentation content_hash: 11d543bda84d3cbbb42494632961100d4aa27f75d67e93c135f16a5ea42f6b48 products: - Open CTI Developer Guide - Service Cloud Developer Content --- # 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** - Audit all `opencti.*` calls in your existing Open CTI adapter. - Map each call to a Salesforce Voice with Partner Telephony equivalent. See [Compare Open CTI Capabilities with Salesforce Voice with Partner Telephony Replacements](https://developer.salesforce.com/docs/service/api-cti/guide/compare-opencti-voice.md#compare-open-cti-capabilities-with-salesforce-voice-replacements). - Inventory custom fields on CTI-created Tasks. Map the fields to VoiceCall or other target objects. - Identify all external system calls from your adapter. **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](https://help.salesforce.com/s/articleView?id=service.voice_about.htm&type=5) | 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](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm) | A learning map for Open CTI migration with links to resources for partners, admins, and organizational decision-makers. | | [GitHub: byo-demo-connector](https://github.com/salesforce-misc/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](https://github.com/salesforce/scv-connector-base) | The base SDK that defines connector types, events, and method contracts. | | [GitHub: scv-partner-telephony-quickstart](https://github.com/salesforce/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](https://github.com/developerforce/open-cti-demo-adapter) | Reference for understanding what your current Open CTI adapter does. | | [Service Connector API](https://developer.salesforce.com/docs/service/service-connector-api/overview) | 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](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_intro.htm) | Connector-specific reference for Partner Telephony. | | [Salesforce Voice with Telephony Providers Implementation Guide](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_intro.htm) | 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](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_rest_overview.htm), [Toolkit API](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_lc_toolkit_overview.htm), and [Connect API](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_connect_overview.htm). | | [Salesforce Help: Standard Omni-Channel Flow Templates for Open CTI Migration](https://help.salesforce.com/s/articleView?id=service.cti_migrate_flow_templates.htm) | 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](https://help.salesforce.com/s/articleView?id=service.cti_migrate_flow_reqs.htm) | Clarifies the skills required to migrate your adapter logic to Omni-Channel flows. |