The SCV interface is owned by Salesforce but uses Natterbox telephony to route the calls (uses the Natterbox routing policies). The interface looks like this:
See below for a tutorial on how to use the SCV interface:
Troubleshooting
I can receive inbound calls from the queue and make outbound calls but not receive internal calls or transfers.
Your Natterbox administrator will need to check the box for ‘Track Outbound CTI Device’ on your user. This might uncheck your Webphone so ensure that under ‘Devices Ring Order’ the webphone is still checked as ‘Available’.
Why was my call disconnected when I clicked on the pop asking me to ‘Continue logging into Omni-Channel’ ?
If you have opened Salesforce in an another window or tab, you may see a pop-up asking you to continue or cancel. If you clicked ‘continue’, the call you are currently on will be terminated as you are logged out in the old tab and logged in on the new tab. Always click ‘cancel’ and try to not open new Salesforce tab/windows whilst taking calls. Using a console app and opening tabs within Salesforce is the recommended way of working and will not create the issue mentioned here.
If this is consistently happening, your Salesforce administrator might consider turning on Don’t automatically log agents in to Omni-Channel on a new window or tab but please note this is an org wide setting.