25.1 VUC portal

In the VUC portal go click on Salesforce integration.

Then, in next step choose either the Service Cloud or Sales Cloud configuration. They differ in how new tickets are created.

Next, you can choose for which inbound numbers (DIDs) tickets will be created. For example, you may want to add to salesforce information about incoming calls to your main business line only.

For outbound calls, you can select that only calls made by some of the company users will be added to Salesforce.

In last step, you can change the default mapping of the calls states versus tickets statuses (on the right).

For example, for a new outgoing call that is now in ringing state (not yet connected) a corresponding ticket will be created with status NEW. When call is connected the ticket status will be updated to WORKING.