Vonage has been a popular choice for Salesforce-based contact centers for a long time. Its AgentExchange listing, now called Partner Contact Center Powered by Vonage, shows a 4.93 rating from more than 1,000 reviews and has been listed since 2010. But that long history also means many Vonage customers are still on an integration style that depends on Open CTI, which Salesforce retires on February 28, 2028.
Key facts at a glance
- Open CTI has been in maintenance mode since 2020, with no new features.
- New Agentforce Service orgs cannot implement Open CTI (effective February 16, 2026).
- Open CTI retires with the Spring ’28 release; legacy connectors stop working on February 28, 2028.
- Salesforce recommends moving to Salesforce Voice, through a partner contact center or Agentforce Contact Center.
Two Vonage integrations, two different futures
An analysis from CX Labs explains that there are two Vonage integrations in the field. The older Vonage Salesforce adapter sits in the utility bar, pops the record when a call connects and writes the outcome to a Task. That one is built on Open CTI. The newer one, Vonage Premier for Salesforce Voice, is listed on AgentExchange as Partner Contact Center Powered by Vonage and runs on Salesforce Voice.
A quick way to tell which you have: if your call reports are built on Task and the phone panel is a utility bar item, you are on the Open CTI adapter. If calls show up as VoiceCall records, you are already on Voice.
What the Voice version adds
According to the AgentExchange listing, the Partner Contact Center package embeds voice natively, so calls generate VoiceCall records instead of Tasks. The listing also describes Omni-Channel presence sync, so an agent who is busy in the contact center shows as busy in Salesforce, plus Conversation Analyzer transcription and sentiment synced to Salesforce records, built-in reports and dashboards, and Agentforce support through SIP integration.
What stays and what moves
The good news, as CX Labs points out, is that staying with Vonage is a valid path. Your phone numbers, IVR, recordings and Vonage contract can stay where they are. What moves is the Salesforce side.
- Omni-Channel: it has to be enabled and designed for calls before Voice can route anything.
- Custom logic: anything built on the Open CTI API, such as screen pops and routing, needs rebuilding as Omni-Channel flows or Voice extensions.
- Reports: every flow, report and dashboard that reads Task call fields has to be re-pointed to VoiceCall.
- Licensing: Vonage’s own setup documentation says agents need a Salesforce Voice with Partner Telephony license. The AgentExchange listing shows pricing starting at $50 per user per month.
A sensible order of work
Take stock of your adapter, seat count and customizations first. Then talk to Vonage about the Premier connector for your account, design Omni-Channel for calls, rebuild what you need, and move agents over in groups while the old adapter still runs. Running both side by side until the new setup is proven on a real queue removes most of the risk.
Common questions from Vonage customers
Do we have to change phone numbers? Not if you stay with Vonage. The telephony side stays in place and only the Salesforce integration changes. Will agents need retraining? Some. The phone controls move into the Omni-Channel widget, so agents see calls next to their chats and cases. A short hands-on session and a quick reference card usually cover it.
What this means for your contact center
- Check today whether your Vonage integration logs calls as Tasks or VoiceCalls.
- If it is Tasks, start the inventory of customizations and reports now.
- Get the Partner Contact Center licensing into next year’s budget.
- Book time with your Vonage contacts before the 2027 rush.
As a Vonage channel partner, xRapid Media helps US teams plan this move and connect with the right Vonage experts. Start with our Vonage Contact Center page and request a free consultation.
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