This is the Open CTI path. Use it when you inherit an org or add reps to an adapter that is already licensed. For a new project, start with Salesforce Voice instead.
- Get the definition file from your vendor
Every Open CTI adapter ships an XML call center definition file. Download the version matching your adapter release and your org's UI, because Classic and Lightning use different Open CTI APIs.
- Import it under Call Centers
From Setup, enter Call Centers in the Quick Find box, then select Call Centers. Click Import and upload the XML. Salesforce builds a Call Center record from the values in the file.
- Check the adapter URL and panel size
Open the new Call Center record and edit it. Confirm the adapter URL points at your vendor tenant, not a demo endpoint. Set a softphone height and width your reps' screens can hold.
- Assign users
From the Call Center record, click Manage Call Center Users, then Add More Users. Search for the reps and add them. A user in no call center sees no softphone.
- Add the softphone and place a live test call
Confirm the console app's utility bar includes the softphone. Then dial in for real, watch for the screen pop, hang up, and check that the call logged.
The vendor endpoint Salesforce loads inside the softphone iframe.
The panel size in pixels, set per call center.
Which objects get searched for screen pops, and which fields appear in the call log.
- A malformed XML file fails on import with a vague error, so validate it before you upload.
- A sandbox refresh does not repoint the adapter, so test calls can hit production phone numbers until you swap the URL.
- A user belongs to one call center at a time, so moving reps between adapters means removing them first.
Keep the related term in your library so you can find this topic again.