Migrate Your Open CTI Integration to Salesforce Voice with Partner Telephony
Move your existing Open CTI integration to a Voice implementation by using planning resources, conceptual comparisons, step-by-step migration tasks, and troubleshooting guidance.
This guide is for partners and independent software vendors migrating an existing Open CTI (Lightning) package to a Salesforce Voice connector built on Partner Telephony. For Salesforce admins moving from Open CTI to Salesforce Voice, see the Migrate from Open CTI learning map in Salesforce Help.
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.
- Plan Your Migration
Use the migration checklist and key resources to plan your move from Open CTI to Salesforce Voice with Partner Telephony. - Compare the Conceptual Models of Open CTI and Salesforce Voice
Understand the architectural and data model differences between Open CTI and Salesforce Voice with Partner Telephony, including the shift from Task records to VoiceCall records. - Clone Before You Build
Start your migration from the demo connector rather than building from scratch. - Build Your Connector
Replace Open CTI adapter logic with Salesforce Voice connector methods and events, starting from the demo connector. - Migrate the Single Call Flow For the most common case, one inbound call, accepted, connected, and ended, this is the connector contract.
- Migrate Multiparty and Transfer Calls Salesforce Voice with Partner Telephony supports four multiparty patterns.
- Migrate Custom UI Integration
Replace Open CTI iframe-based UI patterns with Voice Extensions, Voice Toolkit, and LMS. - Migrate Screen Pop
Replace the Open CTI screen pop pattern with an Omni-Channel flow screen pop action. - Migrate Rep Presence Status
Manage rep presence through Omni-Channel instead of your previous Open CTI pattern. - Migrate Supervisor Features
Replace custom-built Open CTI supervisor features with built-in Salesforce Voice connector methods. - Migrate Reporting
Use VoiceCall as the primary reporting object in Salesforce Voice. - Address Migration Roadblocks
Learn about common migration roadblocks and how to address them.