> For the complete documentation index, see [llms.txt](https://docs.flexikanban.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.flexikanban.ai/references/handlers/kanban-api-handler-types/open-cti-dial.md).
# Open CTI – Dial
Run the **Open CTI – Dial** action from a handler.
This action opens the **Salesforce Dialpad** and starts a call. It uses the CTI integration configured in your Salesforce org.
Use it to call a contact from a Kanban card in one click. Add a phone icon, link, or menu item to the card.
### Handlers and actions
* **Handler**: defines what happens when a user clicks a Kanban UI element.
* **Action**: an executable operation triggered by the handler.
* **Primary action here**: `Kanban API → Open CTI - Dial`.
* **Optional follow-ups**: configure extra actions on success or failure.
See [Configuring Handlers](/standard-kanban/tools/configuring-handlers.md).
### How it works
When the element is clicked:
1. The handler runs.
2. The handler executes the **Open CTI - Dial** action.
3. Flexi Kanban calls the **Salesforce Open CTI API**.
4. Salesforce opens the dialer with your parameters.
Your org must have a CTI provider configured. Examples: Amazon Connect, Five9, Aircall.
### Configuration
Configure the handler on the interactive element.
**Primary action type**\
`Kanban API`
**Primary action**\
`Open CTI - Dial`
**Action parameters**\
See below.
### Parameters
#### value
**Phone number to dial.**
This can be a field reference or a formula expression.
Example:
```
{Contact.Phone}
```
#### recordId
**Related Salesforce record Id.**
This allows the CTI provider to associate the call with a Salesforce record.
Common examples:
* Account Id
* Contact Id
* Opportunity Id
* Custom object Id
Example:
```
{Opportunity.AccountId}
```
#### params (optional)
**Additional Open CTI parameters in JSON format.**
This parameter can be used to pass extra configuration supported by your CTI provider.
Example:
```
{
"autoDial": true
}
```
### Example Use Case
You can add a **phone icon to a Kanban card** that calls the related contact:
* Icon element → click handler → **Open CTI - Dial**
* value → `{Contact.Phone}`
* recordId → `{Contact.Id}`
When the icon is clicked, the Salesforce dialpad opens and the call can be initiated immediately.
### Notes
* The action requires a **configured CTI integration** in your Salesforce org.
* Behavior may vary depending on the **CTI provider implementation**.
* The `params` JSON must follow the format expected by the CTI provider.
***
## Best Practices
#### Use a clear call action element
Add a **phone icon or clearly labeled element** so users easily recognize that clicking the element will start a call.
Examples:
* Phone icon
* "Call Contact"
* "Dial"
#### Use the correct phone field
Always use the field that contains the **actual phone number used by your sales team**, such as:
* `{Contact.Phone}`
* `{Account.Phone}`
* `{Opportunity.ContactPhone}`
#### Associate calls with a record
Providing the **recordId parameter** helps your CTI provider correctly associate calls with Salesforce records and improves activity tracking.
Example:
```
{Contact.Id}
```
#### Hide the action if the phone number is empty
To prevent users from clicking a call action when no phone number exists, it is recommended to **hide the clickable element dynamically** when the phone value is blank.
You can achieve this by configuring the element's **CSS Styles** using a formula expression.
Use the **`display`** CSS property and return:
* `"none"` when the phone value is blank
* `"block"` when a phone number exists
Value Example for **`display`** CSS property :
```
FORMULA[ISBLANK({Opportunity.Account.Phone},'none', 'block')]
```
With this configuration:
* If the phone field is empty → the element will not be visible on the card
* If the phone field has a value → the element will appear and allow users to initiate a call
This approach helps ensure a **clean UI and prevents accidental clicks on non-functional call actions**.
***
## Troubleshooting
#### Dialpad does not open
Possible causes:
* No CTI provider is configured in Salesforce
* Open CTI is not enabled in the org
* The CTI softphone is not initialized in the current page
Verify that your **CTI integration is active and working in Salesforce**.
#### Phone number is not populated
Possible causes:
* The phone field is empty
* The field reference is incorrect
* The field is not included in the Kanban data query
Check that the field used in the `value` parameter **contains a valid phone number**.
#### Call is not associated with a record
Possible cause:
* `recordId` parameter is missing or incorrect.
Ensure the `recordId` parameter contains a **valid Salesforce record Id**.
Example:
```
{Contact.Id}
```
#### Additional CTI options do not work
Possible cause:
* The CTI provider may require specific JSON parameters.
Check your **CTI provider documentation** to confirm the supported parameters for Open CTI dial requests.
---
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