Open CTI & Salesforce Voice

How to check whether your Salesforce organisation uses Open CTI

RocketCX · 26 October 2026

A purple telephone handset rests on a checklist clipboard beside a magnifying glass, representing a review of Salesforce Open CTI usage.

To identify Open CTI usage, inspect your Salesforce Call Center configuration, establish which integration agents actually use, and confirm its underlying technology with the supplier or code owner.

A phone panel, installed package or call record alone is not conclusive. You need evidence connecting the integration to Open CTI and to current users.

Salesforce has scheduled Open CTI retirement for 28 February 2028. This check establishes your exposure; it does not require changing the configuration.

Before you start

Use an administrator account with the appropriate access. Salesforce lists Manage Call Centers as the permission required to view or edit call centre configuration.

Review production and any other orgs where telephony is used. Record each org separately.

Keep the exercise read-only: do not delete call centres, reassign users or uninstall packages to test whether they are needed.

1. Inspect the Call Center configuration

In Salesforce:

Open Setup.
Enter Call Centers in Quick Find.
Select Call Centers.
Open each record and inspect its details.

Record the name, description and available adapter settings. Where an adapter URL is present, record its host and path so you can identify the responsible supplier or application. Exclude credentials or sensitive query parameters from shared notes.

A record identifies a configured integration. It does not establish whether anyone still uses it or which framework its current version relies on.

Source: Salesforce: Display and Edit a Call Center.

2. Establish which users actually use it

From the Call Center detail page, use Manage Call Center Users to review membership.

Then confirm the working setup with a representative user and the team responsible for telephony:

Which Salesforce app do they use for calls?
Which phone panel or component do they open?
Which supplier provides it?
Is it used for inbound calls, outbound calls or both?

Assigned users are evidence of configuration, not proof of recent activity. Conversely, an unassigned or apparently empty record should not be deleted without checking its purpose.

The result should connect a named integration to a user group and an operational owner.

3. Identify the package and version

Review Installed Packages in Setup and identify packages associated with the telephony integration.

Record the package name, publisher, namespace where available, and installed version. Compare these with the supplier’s documentation.

A supplier may provide different integrations for Open CTI and Salesforce Voice. Its name, or the fact that it supports Salesforce, does not tell you which integration your org uses.

If the adapter is custom-built or externally hosted, identify its repository, hosting location and maintainer instead.

4. Check accessible integration code

For a custom integration, review its Visualforce pages, JavaScript, static resources and externally hosted adapter source where accessible.

Useful search terms include:

sforce.opencti
opencti_min.js
/support/api/
interaction.js

Salesforce documents opencti_min.js and interaction.js as library files used to connect to Open CTI. Classic and Lightning Experience have separate APIs, so checking only for sforce.opencti can miss relevant code.

Treat matches as investigation leads. Confirm that the reference belongs to the telephony implementation and is part of an active execution path.

No matches does not prove the org is unaffected: managed-package or externally hosted code may be outside your search.

Source: Salesforce Developers: Connect to Open CTI.

5. Obtain explicit confirmation

Send the supplier or internal maintainer the package version and adapter details. Ask:

Does this specific deployed integration depend on Salesforce Open CTI? If so, which users or components are affected, and what supported replacement is available?

Request documentation supporting the answer. “We support Salesforce” is insufficient; the response needs to identify your deployed integration.

For mixed environments, repeat the check for each integration. Confirming one team’s Salesforce Voice setup does not resolve another team’s adapter.

6. Record the finding

Use this classification as an internal assessment aid:

Open CTI usage findings, evidence required and next actions
Finding	Evidence required	Next action
Active Open CTI dependency confirmed	Supplier or maintainer confirmation, or verified active code usage	Scope the migration and affected workflows.
Open CTI present; activity unresolved	Configuration or code evidence without confirmed current use	Establish ownership and operational usage.
No dependency identified within reviewed scope	Documented inspection and confirmation for the integrations reviewed	Retain the evidence and state the scope.
Unresolved	Insufficient access, unclear ownership or contradictory evidence	Escalate to the supplier or technical owner.

Record the org, integration, version, user groups, evidence, owner and date checked.

Do not report the entire organisation as unaffected when only one integration has been reviewed.

What comes next?

Once an active dependency is confirmed, assess its screen pops, call logging, automation and reporting before selecting a replacement.

Read our technical Open CTI migration guide for the wider assessment and migration process.

If you need help establishing the scope, explore RocketCX’s Open CTI migration services.

Official references

Sources checked: 26 October 2026.