Which of the following is NOT required for enabling click-to-call with a softphone in the Lightning Service Console?

• A. Install an adapter from App Exchange to work with third-party CTI Systems
• B. Assign the Salesforce CTI license to Salesforce users
• C. Create a softphone layout and assign it to user profiles
• D. Assign the correct Salesforce users to the Call Center

Answer: (B)

Enabling click-to-call with a softphone in the Lightning Service Console relies on connecting Salesforce to a CTI provider through Open CTI. The essential steps are to install the CTI adapter from AppExchange so the telephony system can talk to Salesforce, create a softphone layout and assign it to the agents’ profiles so the dialer appears in the Console, and assign the relevant users to the Call Center so they’re linked to the CTI definition and can initiate and receive calls. The Salesforce CTI license is not required for this setup—Open CTI and the standard Call Center features work with regular Salesforce licenses and permissions, without needing a separate CTI license.