Open CTI Retirement Scan: sources and Salesforce Help links

The Open CTI Retirement Scan report cites the facts below and links to the Salesforce Help articles for every setting it asks you to enable, disable or set up. Everything on this page was checked on 2026-09-17. 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 and is unavailable to net-new Agentforce Service orgs. Source: Salesforce Knowledge Article 005306437.
• The replacement is Salesforce Voice with Partner Telephony (formerly Service Cloud Voice): lightning Experience only; not available in the Salesforce mobile app; calls are written to the VoiceCall object, not to Task call fields; omni-Channel must be enabled before Voice can be set up; salesforce and the telephony provider bill separately.
• Salesforce names Amazon Connect, Five9, Genesys, NiCE, Vonage for out-of-the-box Voice telephony integration (Salesforce blog, October 2025, “and more”). Aircall documents a Partner Telephony path. For RingCentral, 8x8, Talkdesk, Dialpad: confirm with the vendor.
• List prices (salesforce.com, verified 2026-09-16): Partner Contact Center USD 50 / EUR 50 / GBP 40 per user per month. Partner Contact Center list price, transcription requires partner licence. Salesforce and the telephony provider bill separately. Contact Center (native telephony): Not currently available in EUR or GBP as of 16 Sep 2026.

The retirement itself

• Salesforce Open CTI Retirement (Knowledge Article 005306437)

Salesforce’s Open CTI migration guide

• Migrate from Open CTI (Salesforce Help learning map)
• 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 a Screen Pop Action to a Flow
• Migrate Your Open CTI Integration to Salesforce Voice (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)

• Enable and Configure Omni-Channel
• Set Up Omni-Channel (channels, presence, routing)

Salesforce 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

• Transition from Salesforce Classic to Lightning Experience
• Turn Off Access to Salesforce Classic

Access and revocation

• Manage Current OAuth Connected App Sessions (revoke the scanner’s access)

For developers rebuilding softphone code

• Salesforce Voice Toolkit API, developer guide
• Voice with Partner Telephony developer guide: Toolkit API

About the scan

The scan is read-only and metadata-only: configuration, code and counts through the Salesforce APIs. It never reads Task subjects or descriptions, names, email addresses, phone numbers or any other record content, requests no refresh token, and keeps no access token beyond the scan. Run it at cxlabs.co/open-cti-retirement.