The following features and functionality are now generally available. 

Avaya Infinity™ 

AI

Bring Your Own Virtual Agent (BYO Virtual Agent) 

Workflow designers can now integrate third-party conversational AI virtual agents into Infinity Workflows leveraging the Realtime Contextual Media Streaming APIs. Virtual agents can fully resolve customer inquiries or seamlessly escalate to a human agent when needed. Administrators configure virtual agent connectors and handoff behavior from the Admin Portal. Details of the API can be found at the Infinity Developer Portal.

Documentation references:

Intelligent Virtual Agent

Analytics & Reporting

AI Assistant for Analytics

Customers using Advanced Analytics capabilities (Analytics Insights add on) can avail AI Assistant for Analytics. Users can query contact center data using natural language and receive contextual insights. Access to the AI Assistant is controlled by the Analytics Insights role permission.

Documentation reference: AI Assistant

Analytics Data Enrichment 

Customers using Advanced Analytics capabilities (Analytics Insights add on) can now import external datasets via CSV files into Avaya Analytics to enrich contact center reporting. External data can be combined with Avaya metrics using common dimensions such as Agent ID, Queue ID, and Channel Type, enabling more comprehensive business intelligence and AI-assisted insights.

Documentation reference: Data Enrichment

Analytics Historical APIs

Avaya Infinity now provides a set of public REST APIs that give authorized users and integration partners programmatic access to historical Analytics data, eliminating the need for manual report exports. The APIs are read-only and return data in a standard JSON format, enabling seamless integration with third-party Business Intelligence tools such as Tableau and Power BI, or custom-built dashboards and wallboards. Full OpenAPI specifications are published on the Avaya Infinity Developer Portal.

User Experience (UX)

Bluetooth Headset Support for Agents

Agents can now control Jabra and Poly or any other Bluetooth headsets (WebHID enabled) directly from physical headset buttons without additional software. Supported actions include answering and ending calls, hold/resume, mute/unmute, and volume adjustment. Headset state changes (such as mute) are reflected in real-time on the Agent Desktop interface. 

WebHID is a browser API that enables web applications to communicate directly with human interface devices such as headsets — allowing contact center agents to answer calls, mute, and adjust volume straight from the browser, without any desktop plugins or drivers.

Documentation reference: Headset call control

Agent-to-Agent Direct Calling 

Agents can now place and receive direct voice calls to and from other agents, using the existing WebRTC infrastructure. Agents can search for available colleagues and initiate a call from the Agent Desktop, with full call controls including answer, end, mute, and hold/resume. Agent-to-agent calls are captured in Interaction History and Analytics reporting.

Documentation reference: Making an outbound call to an Avaya Infinity™ agent

Multiple Call Handling

Multiple Call Handling enables Infinity Voice agents to receive and manage simultaneous calls alongside their contact center interactions. An agent on an active call can accept another incoming direct-dial call without dropping the first. Only one queued contact center call is routed to an agent at any given time.

Documentation reference: Voice

Search & Filter in Interaction Home List View 

Agents can now search and filter their Interaction Home List view using any column parameter. With potentially thousands of historical interactions visible, this significantly improves the ability to quickly locate specific past interactions.

Documentation reference: Searching for an interaction

Salesforce Screen Pop — Visualforce, Lightning Flow & Lightning Component Support

Avaya Infinity's Salesforce integration now supports screen pop to Salesforce custom pages and components, including Visualforce pages, Lightning Components, and Lightning Flows. Administrators can configure screen pop targets for matched, unmatched, and multi-match scenarios, enabling contact centers to leverage existing Salesforce customizations and business processes during customer interactions across voice and digital channels.

Documentation references:

For Salesforce integration configuration information: Salesforce Integration

For Salesforce desktop use information: Screenpop with Salesforce

Desktop Language Internationalization

In addition to the previously supported languages, the Avaya Infinity Agent Desktop now supports Korean.

Documentation reference: Supported languages

Administration

Admin Controlled Agent Profile Settings 

Administrators can now prevent agents from modifying their own profile fields — including name, email, and mobile number — from the Agent Desktop. Auto Answer and WebHID settings can also be made admin-controlled, ensuring consistency and compliance with identity and transcription requirements.

Documentation reference: Agent Desktop Edit Profile

Agent Alias Name for Chat & Messaging 

Agents can now be assigned a configurable public alias name that is displayed to customers during Chat and Messaging conversations, instead of their real name. This protects agent privacy, particularly in sensitive industries such as collections, while still providing customers with a personalized experience.

Documentation reference: Public Alias in User Basic settings

Restricted Admin Portal Access by URL

Direct URL access to restricted Admin Portal pages is now blocked for agents who do not have the appropriate permissions. Previously, agents could bypass frontend visibility controls by manually entering a URL.

Queue Level Post-call Wrap-Up Configuration

The post-call Communication Type modal (which prompts agents to categorize the outcome of a voice interaction) is now configured at the Queue level rather than in individual user settings. This ensures consistent wrap-up behavior for all agents handling interactions from the same queue.

Documentation reference: Post-Call Modal Settings in Queue Configuration

Platform Version Display

The Avaya Infinity Versions page now displays a clear, single product-facing release version (for example, 26.1.0 or 26.1.0.1 for supplemental releases), making it easy for administrators, support teams, and customers to identify the deployed build, trace it to the corresponding release notes, and raise support tickets with accurate version information. Detailed component-level version information remains accessible via a collapsible section for those who need it.

Integrations 

Microsoft Teams Integration

Connects Infinity Cloud with Microsoft Teams giving agents direct access to search and call enterprise contacts without leaving the Infinity agent desktop. Agents to back office calls use PSTN connectivity.

Documentation references:

Creating a Microsoft Teams integration

Logging in to Microsoft Teams on Agent Desktop

Workflows & Routing

Expected Wait Time in Workflow Routing 

The Get Real-Time Queue Metrics Infinity Services module within the workflow now exposes an Expected Wait Time metric, enabling workflow designers to make intelligent routing decisions based on predicted wait times — for example, offering a callback when wait times exceed a threshold.

Documentation reference: Queue Metrics

Communication Channels - Messaging 

Send Message API Improvement 

The BYOM (Bring Your Own Messaging) Send Message API no longer requires the Connector ID to be specified in the request body — it is now derived automatically from the authentication token. This simplifies integration and reduces the risk of misconfiguration.

Communication Channels - Outbound

Preview Outbound

Avaya Infinity now supports Preview Outbound campaigns, enabling contact centers to run agent-assisted outbound calling directly from the platform. Agents receive a preview of the customer record before the call is placed, allowing them to review context and prepare before connecting. Campaign administrators can configure and assign outbound campaign access to agents from the Admin Portal, with support for both named and concurrent agent licensing models.

Documentation reference: Avaya Infinity Outbound

Public facing Infinity APIs

User & Teams Admin APIs

New public REST APIs are available for managing users and Microsoft Teams configuration programmatically, supporting customers migrating from Aura/AXP Private environments who rely on the Avaya Admin Portal for MACD operations.

Avaya Infinity Hybrid™ 

Infinity Hybrid — Aura & CC Elite Admin Sync

Avaya Infinity Hybrid now supports automatic synchronization of key configuration data from Avaya Aura for agent login IDs, and extensions. This eliminates the need for manual data entry in the Admin Portal when deploying Infinity Hybrid alongside an existing on-premises Aura environment, reducing setup time and the risk of configuration errors. Synchronization is incremental and automatic, requiring no periodic manual triggering.

Documentation reference: Admin Sync