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Salesforce Voice replaces Open CTI; for most orgs that means Partner Contact Center Voice, until this year Salesforce Voice with Partner Telephony. Five of its rules are non-negotiable: Lightning only, no mobile app, calls on VoiceCall, Omni-Channel first, separate billing. Each one shapes the migration.
Open CTI writes calls to Task. Its replacement, Voice, writes them to VoiceCall. Nothing breaks on cut-over day; the old reports just stop showing new calls until someone notices the numbers have gone flat.
Voice, the replacement for Open CTI, cannot be set up until Omni-Channel is on, because Omni-Channel becomes the routing engine for calls. Whether you already run it is the biggest single factor in how long the migration takes.
Stay with your vendor, move to Amazon Connect, or take Salesforce's own Contact Center. The list prices, who each path suits, and what a 100-seat team pays in Salesforce licences before the vendor's own charges.
Seventeen months sounds like a long time. It is not, once you add up routing design, a new contact centre, rebuilt softphone code and every report on the old call fields. The bands we use to decide when to start.
If your agents take calls through Vonage inside Salesforce, the adapter doing it is probably Open CTI. What the retirement means for Vonage customers, what Vonage Premier for Salesforce Voice changes, and how to sequence it.
Salesforce retires Open CTI on 28 February 2028. What it means, the three ways forward, when to start, and a free read-only scan of your org.
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