Plan Your Migration
Learning Objectives
After completing this unit, you’ll be able to:
- Review a pre-migration inventory checklist.
- Describe the stages of the migration and an approximate timeline.
- Identify post-go-live tasks.
Start with Your Inventory
In Unit 1, you identified four areas of your Open CTI footprint to account for. Before anything else in your migration, Week 0 is when you turn those notes into a concrete inventory. Get this right upfront to avoid unexpected surprises during migration.
Users
Document every user assigned to your Open CTI call center. This becomes your list for the new contact center. Keep in mind that a rep can only belong to one contact center at a time. When you add them to the new contact center, they’re automatically removed from the old one.
Phone Numbers
List every number in use—direct lines, queue numbers, and toll-free numbers. Phone number porting is highly regulated and can’t be rushed. Start your porting request with your new telephony provider as early in the migration as possible. The process can take several weeks depending on your carrier, the number of lines, and the countries involved. During migration, you can forward calls from your original numbers to temporary numbers to avoid service interruption.
Existing Reports
Identify every report and dashboard your team uses for call data. Most are built on the Task object using fields populated by your CTI adapter. After migration, you can rebuild these against the VoiceCall object, which gives you access to richer data—recording links, call duration, multiparty legs, and more. Documenting them now means nothing gets missed in the transition.
Custom Logic
Review any screen pops, call routing rules, or custom code your adapter runs today. In Voice, this logic moves into Omni-Channel flows built declaratively in Flow Builder. Most of it translates directly. You can even handle complex conditional screen pops by chaining flow actions.
Review the Migration Timeline
While your project’s pace might differ slightly from this example, check out this overview of the major tasks across each stage.
Week | Activity |
|---|---|
0 | Complete your inventory—users, phone numbers, existing reports, and custom logic. |
1 | Install your managed package or turn on Voice, depending on your migration path. |
2 | Set up your Contact Center, Omni-Channel, service channels, queues, and presence statuses. |
3 | Build your Omni-Channel flow for screen pop. You can also build a record-triggered flow on VoiceCall, if needed. |
4 | Sandbox validation—test end-to-end with select reps on real or simulated calls. |
5 | Parallel run—keep Open CTI live in production while a separate rep group runs Voice in a sandbox with real call volume. |
6 | Production cutover between Open CTI and Voice, ideally midweek and midmonth. |
7 | Post-go-live monitoring and phone number porting. |
8 | Decommission the Open CTI package. |
The Parallel Run
Week 5 is one of the most important stages in the migration. When you run Open CTI and Voice simultaneously, you can validate that everything works under real call volume before you commit to the cutover.
A few things to keep in mind for a successful parallel run.
- Use a separate group of reps for Voice: Reps can only be in one contact center at a time. This means your parallel run group and your Open CTI group must be different people, not a subset of the same reps operating both systems.
- Forward phone numbers as needed: You don’t need to have finished porting numbers yet. Forward calls from your original numbers to a temporary number to route traffic to the Voice group during the parallel period.
- Plan for at least one week of real volume: A parallel run on simulated calls isn’t sufficient. You want production-level traffic to surface any routing misconfigurations, flow errors, or rep experience issues before the full cutover.
- Have a rollback plan: Because your Open CTI package is still installed, you can still revert. If something goes wrong at cutover, you can move reps back to the Open CTI call center in 15–30 minutes with no data loss.
Post–Go-Live Tasks
You’re almost done! Once your new contact center is live, address the final migration tasks.
Port Your Phone Numbers
Once you’re up and running on Voice, finalize porting of your phone numbers from your original carrier to your new telephony provider. During migration, you were forwarding calls. Now, you make the transfer permanent. Porting takes time and it’s the last dependency on your old telephony setup.
Decommission the Open CTI Package
Don’t uninstall the Open CTI package immediately after go-live. Wait at least 30 days to verify that no automation in your org, such as Flows, Apex, or reports, still references the package or its custom objects. After you’re confident there are no references to Open CTI, uninstall it. Leaving it installed isn’t harmful, but removing it is a clean ending point for the migration.
Congratulations! You’ve made a plan for your move to a modern, AI-powered contact center. Salesforce is here to support you as you migrate your reps and add AI agents to engage with customers on your new system.