---
title: "6. Service Cloud Voice (SCV)"
slug: "service-cloud-voice-cti"
tags: ["End User", "Omni-Channel", "Service Cloud Voice"]
updated: 2026-03-11T02:12:22Z
published: 2026-03-11T02:12:22Z
canonical: "docs.natterbox.com/service-cloud-voice-cti"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.natterbox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 6. Service Cloud Voice (SCV)

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:

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/6.-scv-cti-image-aqd5z1lf.png)

See below for a tutorial on how to use the SCV interface:

[Video](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/SCV%20CTI.mp4)

### 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.

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot 2026-03-09 at 15.11.50.png)

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](/v1/docs/dont-automatically-log-agents-in-to-omni-channel-on-a-new-window-or-tab) but please note this is an org wide setting.

Service Cloud Voice

An integration into Salesforce’s Service Cloud Voice app - Natterbox will act as the telephony provider for Service Cloud

Web-based applications that allow you to make phone calls directly in your Internet browser.

Sometimes referred to as the 'blue box' by agents. This window needs to be open to allow an agent to make and receive calls.