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Salesforce has published a retirement date of February 28, 2028 for Open CTI. Organizations currently using Open CTI should plan their transition before that date to avoid relying on the integration past Salesforce’s published timeline.

Here's a screenshot taken from Salesforce's announcement page.

Salesforce has stated this is the retirement date. The safe plan is to migrate before 2028 so you’re not relying on Open CTI past the published timeline.

Not necessarily. Salesforce’s Open CTI end-of-life announcement means you need a plan, not an emergency switch. Many teams take a phased approach: keep today stable, validate the SCV path in a pilot, then expand when licensing and rollout constraints are clear.

Service Cloud Voice is Salesforce’s voice workspace for service teams. It changes the agent surface in Salesforce and how voice activity is captured on the Salesforce record.

No. Service Cloud Voice is the Salesforce workspace. Unaric connects telephony systems and Microsoft Teams Phone to the Service Cloud Voice workspace while keeping Teams calling governed in Teams Admin Center.

The Salesforce agent experience changes, and voice activity is represented in Salesforce’s SCV model rather than the typical Open CTI activity pattern. In SCV, Salesforce provides the call controls and wrap-up experience.

Not necessarily. SCV has its own workspace and wrap-up model inside Salesforce. That’s why we describe the SCV path in outcome terms rather than promising the same buttons or identical workflows.

We frame it as three tiers, so you can match the path to your rollout and licensing requirements:

1. SCV-first: Phone + Salesforce Voice/SCV connected by Unaric
2. Phased: Open CTI now, SCV later
3. Capture-first: Unaric Sync only while you validate the longer-term SCV plan

Yes. A phased transition is common: stabilize today’s workflows, validate the SCV workspace in a pilot, then expand when the licensing and rollout plan are ready.

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In SCV, call outcomes and wrap-up are captured in Salesforce’s SCV record model and linked to customer context when a match exists. The exact fields and wrap-up configuration depend on how your Salesforce org is set up.

You don’t need to change everything at once. The retirement date means you need a plan, not an immediate rip-and-replace. The most common approach is phased: keep current workflows stable, validate the SCV workspace in a pilot, then expand when licensing and rollout constraints are clear.