Open CTI and Other Voice Solutions

Open CTI integrates third-party CTI systems with Salesforce. But do you wonder what came before? Or what the difference is between Open CTI and Sales Dialer?

Open CTI is in maintenance mode and is scheduled for retirement in February 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 transitioning your development efforts to Salesforce Voice. For more information, see this Knowledge Article, learning map, and developer migration guide.

What came before Open CTI?

Desktop CTI, also known as the CTI Toolkit, is the predecessor to Open CTI. Desktop CTI required adapters to be installed on each call center user’s machine. With Open CTI, those user-side adapters are a thing of the past.

Desktop CTI is retired and you must migrate to another solution. Work with your partners to create a Service Cloud Voice implementation.

What about Sales Dialer?: If you’re confused between Sales Dialer and Open CTI, don’t be. Sales Dialer provides a way to provision numbers and make calls directly from Salesforce. However, if you already have a telephony system in place, Open CTI is the way to go since it integrates to that existing system.