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.

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 equivalent. See 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.

Consult these resources before or during your migration.