How Do I Migrate From Open CTI to a Native Salesforce CTI?
To migrate from Open CTI to a native Salesforce CTI, audit everything your current softphone does, choose a replacement, install and test it in a sandbox, port your phone numbers, train agents, then cut over and retire the old call center. Most of the risk sits in reports, flows and integrations that use call data.
How it works in Salesforce
- Audit: list call flows, screen pop rules, logging fields, dispositions, reports, dashboards, flows and integrations that depend on calling.
- Choose: compare options on features, how they log calls, country coverage and cost.
- Sandbox test: install, assign users, and test real inbound and outbound journeys as a standard user.
- Numbers: port your phone numbers and confirm routing on each.
- Train: short sessions for agents and supervisors on the new softphone.
- Cut over: move teams in phases, check reports for a week, then remove the old call center.
Example
A 30-rep sales team runs its audit with a checklist, tests 360 CTI in a sandbox for two weeks, ports its numbers and moves everyone over a weekend, with no gap in call logging.
How 360 CTI handles it
Use the free Salesforce CTI Integration & Migration Checklist and read Migrate From Open CTI to 360 CTI: What Changes and What Gets Better.
Related questions
Follow-up questions
How long does an Open CTI migration take?
It depends on users, routing and integrations. Allow time for sandbox testing and number porting.
Do we need downtime to migrate?
Usually not. Phased cut-overs keep calling running throughout.
What's the most common migration mistake?
Forgetting the reports, flows and integrations that use call data. Audit them before you choose.
See how 360 CTI handles this in your Salesforce org.