The following features and functionality are now generally available in Avaya Infinity.

Avaya Infinity™

Agent Desktop 

Real-Time Agent State Timers for Enhanced Work Awareness

The Avaya Infinity Platform now includes real-time state timers on the Agent Desktop, providing agents with immediate visibility into their elapsed duration in statuses such as Available, Away, or Busy. This feature enables agents to autonomously track break and meeting durations, ensuring better adherence to organizational schedules and labor regulations.

Each timer starts at "00:00" upon every new CX login or state change. After 60 minutes of continuous activity, the format changes from minutes and seconds (MM:SS) to hours, minutes, and seconds (HH:MM:SS). Timers remain accurate if you switch browser tabs or reconnect to the network. They also appear for specialized states, such as Q Auto Pause and Hybrid Agent.

Documentation reference: Managing user status in Agent Desktop

Administration

Enhanced User Lifecycle Management: Secure Deletion Support

The Avaya Infinity Platform now provides a secure, two-step process "disable-then-delete" that allows administrators to permanently remove users while maintaining full operational continuity. 

Users must be in a disabled state before deletion is permitted, a process that automatically disassociates them from all routing assignments and frees their email address for immediate reuse. 

Documentation reference: Deleting users

Enhanced User Lifecycle Management: Email Address Modification Support

The Avaya Infinity Platform now enables administrators to update a user's email address, which serves as their unique Login ID, to support necessary corrections and lifecycle events. Administrators can seamlessly manage name changes or error corrections without losing the user’s unique identity, and configurations. This feature ensures long-term analytical integrity by preserving historical performance metrics, and quality evaluations for the user across both old and new email addresses.

To maintain security, the system validates that new email addresses are unique within the tenant and follow allowed domain restrictions. Changes are not permitted If the user has an active session.

Documentation reference: User basic settings

Automatic Agent CX Logout based on Configurable time in Offline State

The Avaya Infinity Platform now features a tenant-level configurable timer that automatically logs agents out of CX after they remain in an "offline" state for a specified duration due to network disruptions or browser closures. It protects financial and analytical integrity by accurately capturing agent session durations, even in high-turnover environments where manual logouts may be missed.

Administrators can customize this timer between one minute and 12 hours, with system-generated logouts recorded under a new, non-editable "Auto Disconnected" reason code. Following an automatic logout, agents might need to re-authenticate and manually re-select their queues to begin receiving interactions again.

Documentation reference: Configuring account settings

Workflow 

Low-Code JavaScript Execution for Advanced Workflow Extensibility

The Avaya Infinity Platform now includes an "Execute JS Code" module that allows workflow designers to run secure JavaScript for complex data transformations and dynamic routing logic. This capability accelerates migration from legacy platforms by allowing customers to replicate existing script logic without costly redesigns or external integrations.

This module operates in a secure, sandboxed environment and features a 10-second default execution timeout to ensure platform stability. Designers can configure custom exit paths based on script results, leveraging real-time syntax highlighting and full access to workflow variable context.

Documentation reference: Execute JS Code

Dynamic Audio Selection by Human-Readable Name

The Say + Collect workflow module has been enhanced to support audio file selection by human-readable names in addition to numeric file IDs. This feature enables designers to use descriptive names, making workflows self-documenting and significantly reducing configuration errors. It also facilitates easier portability between environments where audio file names remain consistent even if their system IDs differ.

This update maintains complete backward compatibility by automatically detecting whether a provided value is a name or an ID. The resolution logic uses a name-first precedence and requires an exact, case-sensitive match for name-based lookups.

Documentation reference: Say + Collect module

Custom Content-Type Support for Workflow Webhook Integrations

The Avaya Infinity Platform now enables workflow designers to specify custom Content-Type headers within the Webhook module to support direct integration with modern SaaS platforms and third-party REST APIs. This capability eliminates integration barriers by allowing workflows to comply with strict vendor-specific API contracts without the need for custom middleware or proxy services.

Workflow designers can override default settings by adding a "Content-Type" key in the module's Headers section, supporting case-insensitive values like application/vnd.api+json. While the system sends the custom header as specified, it continues to enforce standard body format validation (e.g., JSON or XML) based on the designer's primary dropdown selection.

Documentation reference: Webhook

Enhanced Voice Talent Selection and Deprecation Resilience

Avaya Infinity has streamlined workflow voice management by introducing gender-based filtering and descriptive naming for text-to-speech (TTS) voices. Workflow designers can now easily select brand-appropriate voice characteristics using gender-matched filtering and meaningful names provided by Google's latest voice catalog. Automatic fallback mechanisms ensure uninterrupted self-service by substituting a gender-matched default voice if a previously selected voice is deprecated.

The updated voice selection interface displays each option in a clear "GENDER - VOICE NAME" format, and existing workflows are automatically mapped to these new gender categories upon migration. All automatic substitutions are captured in audit logs with workflow context to ensure administrative visibility while maintaining operational stability.

Documentation reference: Workflow Settings Panel

Integrations 

Unified Communication Integration for Avaya Cloud Office and Entra ID

Avaya Infinity now provides foundational integration with Avaya Cloud Office (ACO) and Entra ID to bridge communications between contact center agents and back-office employees. This feature boosts agent productivity by centralizing address book search and advanced call controls, such as transfer and conference, within a single interface.

Administrators can dynamically link specific UC providers to agent profiles, enabling real-time contact searching and direct-dial capabilities across integrated directories. This release focuses on secure telephony over the PSTN trunks and directory synchronization. Dialing over private SIP trunks will be supported in a future release.

Documentation references:

• Unified Communications integration

• Logging in to Avaya Cloud Office on Agent Desktop

• Making an outbound call to an Avaya Cloud Office contact

• Logging in to Microsoft Entra ID on Agent Desktop

• Making an outbound call to a Microsoft Entra ID contact

Public facing Infinity APIs 

Queue Administration APIs

The Avaya Infinity Platform now exposes external Queue Administration APIs to enable seamless integration between contact center management and third-party operational systems. These secure APIs support comprehensive queue management, including create, list, update, and delete functions, while ensuring standardized responses.

Please navigate to the  “<>API Reference / Queues” section in the Developer Portal for more information.

Queue Metrics API for Real-Time Operational Intelligence

The Avaya Infinity Platform now features a public REST API endpoint that enables external systems to programmatically retrieve real-time queue metrics data. This capability allows third-party orchestration platforms and custom dashboards to make intelligent, data-driven routing decisions without manual workarounds.

Please navigate to the  “<>API Reference / Queue Metrics” section in the Developer Portal for more information.

Fixes & Improvements

This release delivers following fixes and improvements to the Avaya Infinity Platform.

• Improvements have been made to email handling in the areas of ensuring correct handling of messages containing signatures or embedded images, and resolving an issue where an email may remain in queue.

• A situation where the call cannot be answered after the completion of timed workflow is fixed.

• Draft messages not being added correctly to the current chat has been fixed.