Salesforce’s February 28, 2028 retirement of Open CTI gives customers a firm deadline, but it does not tell them what their replacement architecture should be. The available choices can be considerably broader than a single Salesforce Voice migration depending on the telephony provider, employee workflows, licensing and the level of Salesforce integration the business actually requires.

In the first article in this series, we outlined five paths we believe most organizations should consider. Some companies may keep their current telephony provider and migrate into Salesforce Voice. Others may retain that provider but replace Open CTI with the provider’s newer API-based Salesforce integration, or with a custom integration where an appropriate packaged option does not exist. Companies already considering a contact center change have additional choices, including Agentforce Contact Center, a new provider paired with Salesforce Voice, or a new provider using its own Salesforce integration.

The free Open CTI Retirement Readiness Assessment uses a form that your team will complete to capture current state, followed by a discussion with our team to identify a suitable migration path forward. The assessment is a high-level review of your current setup, requirements and preferences.

The assessment starts with the environment you already have

Before discussing replacement technology, we want to understand the Salesforce clouds and org edition you use, your user license types and approximate counts, and any relevant add-ons. We also ask for each phone provider and product connected to Salesforce, the license tier and integration package name if known. Salesforce and phone-system renewal dates, including notice dates where available, help establish the timing of the decision.

Different departments may use different phone systems or Salesforce integrations, so the form includes room for more than one provider. An integration screenshot or package name can help us identify the setup. You do not need to inspect Apex, map Flows or document the adapter configuration before the call; an “Unknown” answer gives us an item to clarify.

Before assuming that Salesforce Voice or custom development is required, we want to know what the existing provider offers today. The integration options available now may be very different from what was available when the contact center was first implemented.

We identify the capabilities employees need to retain or add

The form asks which capabilities you use today and which you need to retain or add. These include inbound calling and routing or queues, screen pops, click-to-dial, call notes and activity logging, transcription, recordings, outbound list building and dialing, voicemail drops, AI voice agents, AI coaching, SMS, mobile calling and call activity reporting. At this stage, we discuss the required outcomes rather than trace each user journey or call flow.

If employees primarily need click-to-dial, a screen pop and reliable activity logging, a specific vendor or integration may be worth considering. If the business wants agents working in console with capabilities specifically tied to Salesforce Voice, that can point the assessment in a different direction. The call helps identify those priorities; technical validation of how each requirement will be delivered follows in discovery.

The form also provides space for an essential capability or the biggest gap in the current setup. Include any supervisor, reporting or operational need that could change the choice of provider or integration. You do not need to supply detailed configuration or test scenarios for the free review.

Your preferences and constraints help narrow the paths

We ask whether the organization has already decided to move to Salesforce Voice, would prefer to preserve the current experience without Voice if feasible, or is open to either approach. We also ask whether you want to keep the current phone provider, consider alternatives or replace it, and why. These preferences give the discussion a starting point; they do not replace checking provider support and licensing.

The form asks for your top three priorities, cost flexibility and any firm requirements that could rule out an option. Those may include retaining existing licenses or a provider, preserving SMS, or supporting a required country. Target decision and migration dates help us understand the available window. If a consulting firm or implementation partner is already involved, include their name and role.

Detailed migration discovery follows the path assessment

The free assessment identifies requirements and open questions at a level that supports a preliminary path recommendation. It does not include a detailed audit of routing rules, queues, skills, IVRs, user or call flows, record-matching logic, field mappings, Salesforce automation or downstream data dependencies.

If you proceed with a paid migration engagement, detailed discovery can examine those areas and establish the design, delivery scope and implementation plan. Recording and data-handling requirements, licensing validation, integration ownership, testing, business continuity and rollout planning are addressed to the depth required by that project. The work and responsibilities are agreed before that engagement begins.

If a concern about recordings, security, availability or another operational requirement could eliminate a path, raise it in the form or on the call. We can flag it for confirmation without treating the free assessment as a completed technical or compliance review.

Contracts and licensing are part of the path decision

A potential path also needs to make sense commercially. The form captures known Salesforce and phone-system license types, user counts, renewal dates and notice dates. We use that information, together with your cost preferences and timing, to identify commercial questions that need confirmation. A full contract review, number-porting plan or final implementation estimate is outside this initial review.

Salesforce licensing needs similar attention. Moving users into Salesforce Voice or Agentforce Contact Center can introduce incremental Salesforce licensing across the agent population. An API-based approach may avoid the Salesforce Voice license itself, particularly if the existing provider already has an out-of-the-box integration that satisfies the requirements. That does not mean the architecture is free; there may still be provider licensing, API usage, middleware, implementation and ongoing support costs.

The purpose of the free assessment is to identify likely cost drivers and licensing questions early. It does not produce a final procurement quote or a confirmed migration budget.

Provider capabilities need to be reassessed before assuming custom development

One of the questions we consider particularly important is whether the telephony provider already has a modern integration path available. That could be the provider an organization uses today or a new provider being considered as part of the migration. A provider may offer Salesforce Voice with Partner Telephony, its own API-driven Salesforce integration, a managed package, browser extension or some combination of those approaches. Packaging alone does not establish independence from Open CTI or Voice; verify the dependencies of the exact product and version.

The form asks whether each current provider offers Salesforce Voice BYOT and whether it offers an integration that uses neither Open CTI nor Salesforce Voice. “Unknown” is an acceptable answer. Our team will help verify the supported product options and licensing, and discuss their apparent fit with your required capabilities. Where support or fit remains unconfirmed, we record that as a follow-up item rather than present it as settled.

What should come out of the assessment?

The result is a recommended primary path and, where useful, an alternative, with the reasons for each. The summary lists migration paths that appear unsuitable and why, provider or licensing items still to verify, the next step, the responsible contact and a follow-up date. The recommendation remains preliminary where provider support or licensing needs confirmation.

From there, we can begin narrowing the five paths. The assessment may show that the existing provider already has an API integration worth testing. It may show that the organization has requirements that strongly favor Salesforce Voice. It may reveal enough dissatisfaction with the current CCaaS platform that evaluating a provider change makes more sense than investing in another integration with the existing one. Whichever the migration path you ultimately choose, CommCorrect can assist with the migration and implementation.

Prepare with the Open CTI Retirement Readiness Assessment

By providing your email address below, you will be given a link to download the assessment form and our team will reach out to schedule the call to review. In the form, enter what you know about your Salesforce environment, phone systems, departments, use cases, provider options and preferences. Approximate answers are fine, and you can mark an item “Unknown.”

You do not need to have every answer before talking with us. Identifying the items that are currently unknown is part of the value of the exercise.

Define the project before choosing the architecture

CommCorrect’s free Open CTI Retirement Readiness Assessment helps establish a direction before you commit to a migration architecture. Complete the Assessment form and schedule a free call so we can review the likely options, clarify unknowns and agree on a practical next step. Once a direction is selected, detailed technical discovery, migration design, implementation planning and delivery are separately scoped. Depending on the chosen path, CommCorrect can help with Salesforce Voice migration, provider evaluation and replacement, or a separate Salesforce integration, with provider and delivery-partner responsibilities agreed for that engagement.

The goal of the assessment is to determine which project you should actually be planning.

CommCorrect Technologies, LLC

5233 Driscoll Court, Orlando, FL 32812

hello@commcorrect.tech

© 2026 CommCorrect Technologies, LLC. All rights reserved.

Privacy Policy

Terms of Service