The Open CTI Retirement Scan report cites the facts below and links to the Salesforce Help articles for every setting it asks you to switch on, switch off or set up. Everything on this page was checked on 29 September 2026. If Salesforce changes something, this page is where it gets corrected first.
Facts the report relies on
- Open CTI reaches end of life on 28 February 2028. Open CTI is in maintenance mode, closed to new Service Cloud orgs, and stops working after the end-of-life date. Source: Salesforce Knowledge Article 005306437.
- The replacement is Partner Contact Center Voice, which Salesforce called Salesforce Voice with Partner Telephony until 2026 and Service Cloud Voice before that; its migration guides and Setup screens still use the older name. What it changes:
- Runs in Lightning Experience only.
- Does not run in the Salesforce mobile app.
- Saves each call as a VoiceCall record, not in the call fields on Task. Your reports can keep working while you move them, through a flow that creates the Task after each call, and custom call fields move to VoiceCall too.
- Needs Omni-Channel switched on first.
- Salesforce and your telephony provider bill separately.
- Salesforce names Amazon Connect, Five9, Genesys, NiCE and Vonage as vendors with a ready-made connection to Voice (Salesforce blog, October 2025, which says there are more). Aircall documents its own route to Partner Contact Center Voice. If your vendor is RingCentral, 8x8, Talkdesk or Dialpad, ask them.
- List prices (salesforce.com, checked on 29 September 2026): Partner Contact Center USD 50 / EUR 50 / GBP 40 per user per month. Licence figures are Salesforce’s list price for Partner Contact Center. Transcription requires the partner licence, and your telephony provider bills separately. Partner Contact Center with Amazon Connect: 750 minutes USD 75 / EUR 75 / GBP 60; 2,000 minutes USD 125 / EUR 125 / GBP 100; 5,000 minutes USD 200 / EUR 200 / GBP 160 per user per month. List price by minutes included, on an annual contract. Salesforce Contact Center (Agentforce Contact Center in Salesforce Help): USD 125 per user per month. No EUR or GBP list price as of 29 Sep 2026.
The retirement itself
What Salesforce calls the replacement
- Voice Product Names Reference (Knowledge Article 005393582)
- Add Voice Channels to Your Contact Center
- Choose Your Voice Telephony Model
- Supported Editions for Voice
- Salesforce Voice Limits and Limitations
- Bring Your Own Carrier to Agentforce Contact Center
Salesforce’s Open CTI migration guide
- Migrate from Open CTI (Salesforce Help learning map)
- Trailhead: Open CTI to Voice Migration
- Choose Your Open CTI Migration Path
- Shared Steps for Open CTI Migration
- Standard Omni-Channel Flow Templates for Open CTI Migration
- Requirements for Building Salesforce Voice Omni-Channel Flows
- Open CTI Migration FAQ
- Add Screen Pops to Give Reps More Context about Conversations
- Using Multiple Add Screen Pop Actions in an Omni-Channel Flow
- Migrate Your Open CTI Integration to Salesforce Voice with Partner Telephony (developer guide)
- Replace Open CTI with Salesforce Voice with Partner Telephony (path 1)
- Replace Open CTI with Salesforce Voice with Partner Telephony from Amazon Connect (path 2)
- Replace Open CTI with Salesforce Voice with Amazon Connect (path 3)
- Replace Open CTI with Salesforce Voice with Native Telephony (path 4)
Omni-Channel (the prerequisite)
Voice set-up
- Salesforce Voice and Your Telephony System
- Set Up Salesforce Voice with Partner Telephony
- Turn on Salesforce Voice with Partner Telephony
- Set Up Salesforce Voice with Amazon Connect
- Set Up the Service Console App for Salesforce Voice
Call centres and the softphone
- Manage Call Centers
- Manage Call Center Users (add or remove users)
- Add a Utility Bar to Lightning Apps (add or remove the softphone utility)
Lightning Experience
Access and revocation
For developers rebuilding softphone code
- Salesforce Voice Toolkit API, developer guide
- Voice with Partner Telephony developer guide: Toolkit API
About the scan
The scan only reads: settings, code and counts, through the Salesforce APIs. It never reads Task subjects or descriptions, names, email addresses, phone numbers or any other record content, asks for no long-lived access, and keeps no access token once the scan has finished. Run it at cxlabs.co/open-cti-retirement.