Open CTI to Salesforce Voice migration
Understand what needs to change before you migrate.
RocketCX helps you assess your current telephony integration, choose a supported Salesforce Voice migration route and plan implementation around your service operation.
Open CTI retires on 28 February 2028
What we'll discuss
A focused first conversation to understand your situation and the options open to you.
Your current setup
Telephony provider, Open CTI adapter and how it sits in Salesforce today.
Teams and users affected
Which service, sales or contact centre teams rely on calling, and how many users.
Custom workflows
Screen pops, Flows, custom code and other dependencies on the current integration.
Timing and next steps
Your preferred timeline, constraints and what a sensible next step looks like.
If you need a detailed assessment or written migration roadmap, we scope that separately after the call.
Can we keep our current phone system?
Possibly. It depends on whether your provider offers a supported Salesforce Voice or Partner Contact Center integration, and on feature coverage, region, contracts and licensing. Not every migration means moving to Amazon Connect.
Retain
Keep your provider if it offers a supported Salesforce Voice or Partner Contact Center integration that covers your needs.
Adapt
Keep parts of your setup and change others, for example rebuilding routing or moving specific teams first.
Replace
Move to a different supported telephony option where your current provider, region or contract does not fit.
What needs assessing?
Routing, IVR and queues
How calls reach the right agent today, and how that maps to the new setup.
Screen pops and matching
How callers are recognised and records surfaced for agents.
Presence and transfers
Agent status, warm and cold transfers, and omni-channel alignment.
Call records and recordings
Activity logging, recording storage, retention and access.
Flows and custom code
Automation, Apex and Lightning components tied to the Open CTI adapter.
Permissions and reporting
Who can use what, and which reports and dashboards depend on call data.
How a migration runs
Testing, a pilot and a phased rollout keep disruption to your service operation as low as possible.
- Step 1
Assess
Map current telephony, dependencies and requirements.
- Step 2
Design
Choose the supported route and define the target setup.
- Step 3
Build
Configure Salesforce Voice, routing and integrations.
- Step 4
Test and pilot
Test thoroughly, then pilot with a small group of users.
- Step 5
Roll out and support
Phase the rollout by team and support users through it.
Why RocketCX?
Verified credentials
Salesforce Partner and HM Government G-Cloud Supplier. Our team holds Salesforce certifications across architecture, development, administration, data and marketing.
Telephony and Salesforce specialists
Telephony work is led by Yannick McCabe-Costa, our Head of Telco for Salesforce Voice, with Stuart Greig (Technical Director) and Darren Kirby (Lead Salesforce Engineer) on Salesforce delivery.
Meet the teamSalesforce delivery experience
Our case studies show Salesforce implementation and integration work for organisations including HMPPS, Hermes and Wessex Water.
Read case studiesFrequently asked questions
Start with a scoping call
Talk through your setup and options with our team. Prefer to read first? Our technical guide is free to read, no sign-up needed.