You want phone calls in Salesforce.
The requirement might be simple: click a phone number from a contact, make the call, get a screen pop, log the interaction, save the transcript, and put an AI-generated summary on the record.
So you search Salesforce documentation. You find Sales Dialer, then learn Sales Dialer is scheduled for retirement.
Salesforce points you toward Service Cloud Voice. Except Service Cloud Voice is becoming Salesforce Voice with Telephony Providers. Keep looking, and you’ll find Salesforce Voice (Native Telephony), Agentforce Voice, Agentforce Contact Center, VoiceCall, and the Telephony Integration API.
At some point, the original question gets buried under product names.
What Do I Need To Do To Receive Calls In Salesforce?
A recent r/Salesforce thread followed almost exactly this path. The poster wanted click-to-call, screen pops, automatic call logging, and an AI summary. Instead, they ended up trying to determine which Salesforce names represented products, SKUs, APIs, features, or renamed versions of something else. Other Salesforce users jumped in with the same confusion.
When trying to make sense of it, you’re running into several changes at once. Salesforce is retiring Open CTI, moving customers toward Salesforce Voice, renaming products, selling its own telephony, and adding Agentforce to voice conversations. With Dreamforce 2026 coming September 15 – 17, it’s time to sort out what each name means and which changes might affect your contact center.
Why Are Salesforce Products Changing?
Salesforce is moving away from Open CTI, the framework many telephony integrations have used to bring call controls, screen pops, click-to-dial, and other telephony functions into Salesforce. At the same time, AI is putting different demands on voice architecture.
Deploying an AI voice agent, real-time assistant, or automated workflow requires access to the conversation and related events while the call is happening. Salesforce Voice brings more of the voice interaction into Salesforce, where it can work alongside capabilities such as Omni-Channel, transcription, AI, and automation.
We went deeper into this architecture shift in From Open CTI to Salesforce Voice: Designing the Agentic Enterprise. The February 2028 Open CTI retirement is one part of a larger move toward voice architectures that can support human agents, AI agents, and automation from the same interaction.
There are really two changes to keep track of as you read the Salesforce roadmap: Salesforce is changing how telephony integrates with its platform, and Salesforce can now handle more of the voice experience itself.
What Is VoiceCall in Salesforce?
VoiceCall is the Salesforce object used to represent a voice interaction. You’ll see it throughout Salesforce’s documentation because it can connect the interaction with CRM records and conversation data. It doesn’t provide the telephony itself.
Finding VoiceCall in the documentation therefore doesn’t tell you which phone system or Salesforce Voice option you need. You still need an architecture for making, receiving, routing, and connecting calls to Salesforce.
What Is Happening to Sales Dialer?
Sales Dialer gave sales teams calling capabilities inside Salesforce, including click-to-dial and call logging. Salesforce now says Sales Dialer is scheduled for retirement, is receiving no new features or enhancements, and customers should move toward Salesforce Voice.
Salesforce’s current Sales Dialer documentation does not state a final retirement date. If you’re using Sales Dialer today, you know a migration is coming, but Salesforce has not yet put a final date on that roadmap.
What Is Agentforce Voice?
Agentforce Voice is a conversational AI that allows an AI agent to listen to a caller, understand spoken intent, respond by voice, and take actions during the conversation.
Agentforce Voice can work with Salesforce native telephony or connect to third-party telephony through supported SIP partners, including Genesys, Vonage, and AMC Technology.
Allowing companies interested in AI voice agents more than one deployment path. You can evaluate Agentforce Voice while keeping an existing phone environment. For enterprises with years invested in Cisco, Avaya, Microsoft Teams, or other telephony platforms. Adopting Agentforce Voice does not automatically determine what happens to the rest of your voice architecture.
What Is Agentforce Contact Center?
Agentforce Contact Center, or AFCC, is Salesforce’s contact center offering built around its contact center, native voice, and Agentforce capabilities. Salesforce lists Agentforce Contact Center and Agentforce Contact Center Voice as product SKUs, along with telephony SKUs for inbound and outbound Salesforce Voice usage.
This gives you another deployment path. If you want Salesforce to provide more of the contact center and telephony stack, Agentforce Contact Center is the path to evaluate. Keeping the telephony environment you already operate? Salesforce Voice with Telephony Providers is the more relevant branch.
Is Service Cloud Voice Now Salesforce Voice?
Yes. Salesforce Voice with Telephony Providers is the model for connecting Salesforce with external telephony. Your agents work within Salesforce while your connected telephony platform continues to handle the underlying calls.
For businesses that already have a phone or contact center platform, this is one of the most significant of the changes. Moving forward with Salesforce doesn’t automatically require handing Salesforce every part of your voice stack.
Do You Need the Salesforce Telephony Integration API?
Finding the Telephony Integration API in Salesforce documentation can make your requirement for click-to-dial and call logging look like a custom development project. That isn’t always the case.
Salesforce Voice with Telephony Providers is designed to connect Salesforce with external telephony systems. For those using a Salesforce Voice integration provided by your telephony vendor or integration partner, you may not need to build directly against the Telephony Integration API. The API becomes more relevant when you’re building or extending the telephony integration itself.
Salesforce Roadmap: The Dates That Matter
Salesforce’s terminology has changed considerably, but the confirmed dates give you a clearer roadmap for planning.
2026 | Service Cloud Voice Becomes Salesforce Voice with Telephony Providers
Salesforce is replacing the Service Cloud Voice name with Salesforce Voice with Telephony Providers, although both names remain visible during the transition.
The new name helps clarify where the product fits. This is the Salesforce Voice model built around connecting Salesforce with a telephony provider, especially for enterprises with an established voice infrastructure.
September 15–17, 2026 | Dreamforce 2026
Dreamforce arrives in the middle of this transition. More announcements may come, and we can’t know what Salesforce will announce or how future packaging will change.
What you can do now is understand the architecture you’re bringing into Dreamforce. Know whether you’re running Sales Dialer or Open CTI, where your routing happens, who owns your phone numbers and carriers, and whether you want Salesforce to take over telephony or connect to the environment you already have. Those answers will still matter after the keynotes end.
Date TBD | Sales Dialer Retirement
Salesforce has confirmed that Sales Dialer is scheduled for retirement and is receiving no new features or enhancements. Its current Sales Dialer documentation does not provide a final retirement date.
Even without the final deadline, Sales Dialer’s retirement belongs on your roadmap.
February 28, 2028 | Open CTI Reaches End of Life
Open CTI is already in maintenance mode, so it receives no new features or enhancements. New Agentforce Service orgs can no longer implement it, while existing implementations can continue until the retirement date. Salesforce says Open CTI implementations will no longer function after February 28, 2028.
We cover the Open CTI transition in more detail in From Open CTI to Salesforce Voice: Designing the Agentic Enterprise →
Which Salesforce Path Fits Your Environment?
The decision ultimately lies in what best fits your environment and organization’s needs.
If you want Salesforce to provide telephony, evaluate Agentforce Contact Center and Salesforce Voice native telephony. You’ll need to compare that model against your requirements for routing, carriers, geographic coverage, compliance, transfers, reporting, and agent workflows.
For keeping your existing telephony, look at Salesforce Voice with Telephony Providers and the integration path available for your platform. Your existing phone system may be able to continue handling routing, carriers, numbers, and calls while Salesforce handles more of the agent, data, AI, and automation experience.
Open CTI users should start with what needs to migrate before February 28, 2028. We’ve built an Open CTI Migration Advisor to help you identify that path.
And if you want Agentforce Voice while keeping your current telephony, there is only one partner who can help make that connection, especially when you require a human escalation path to Salesforce Voice.
Where AMC Technology Comes In
When you already have phone systems, carriers, numbers, routing rules, queues, transfers, recording policies, and agent workflows that have been built over the years. Then Salesforce Voice or Agentforce Voice enters your roadmap.
AMC Technology’s Forward Deployed Engineers use our DaVinci Toolkit to connect your existing voice infrastructure with Salesforce Voice and Agentforce Voice. That means you can keep existing telephony and routing while bringing the voice interaction into Salesforce for agent workflows, screen pops, call records, transcription, and AI capabilities. For Agentforce Voice deployments, we can provide a path between your existing voice infrastructure and the Salesforce AI voice experience.
If your existing telephony still handles routing, carriers, numbers, and human-agent calls the way you need it to, replacing it can add scope that isn’t required for the Salesforce project. Your project can instead focus on the integration needed to support the Salesforce experience you’re trying to deploy.
