New in this release

View details of the new bundle and features available in this release.

Bundles

Infinity Hybrid

Avaya Infinity Hybrid introduces functionality aimed at supporting hybrid deployments where existing Avaya Contact Center Elite customers can integrate with and leverage modern and innovative capabilities from the Infinity cloud. Hybrid agent bundle introduces core Avaya Aura UC and CC functionality as well as integration with the Infinity agent desktop, Infinity orchestration for self-service and administration. It should be noted that Infinity hybrid agents can only be assigned the hybrid voice channel at this time. Key features on the agent desktop include agent state management, support for displaying specific information about the CC Elite calls such as VDN name and id, Skill name and id. 

Features introduced 

• Support for Aura UC: Make call, receive call, hold/unhold, mute/unmute, etc. 

• Support for CC Elite: Auto-answer, after call work, AUX codes 

• Avaya cloud hosted Infinity Link Gateway to manage signaling of calls between Infinity and Avaya Aura 

• Agent state management in the WebRTC agent desktop 

• Internal screenpop via Infinity desktop custom tabs feature 

• Display key information about incoming calls such as ANI, DNS, skill id, VDN id, etc. 

• Support for Avaya Aura 10.2 and Avaya Aura SBC 10.2.1.1 

• Administration via Infinity admin application 

Documentation References:

Licenses

User Permissions

Profile Permissions

Queue settings

Reason Codes

Creating reason codes

Using Avaya Agent Desktop

Voice

Voice recording

New Features

AI

Conversational AI - Dialogflow Bi-directional Streaming API

Supporting Bi-directional Streaming API allows creating natural, low-latency conversational experiences within Dialogflow to facilitate the new playbook feature (Playbook is a new Dialogflow feature to support generative conversational AI that utilize Gemini’s live API behind the scenes.)

Documentation reference: Intelligent Virtual Agent module

User Experience (UX)

Desktop Language Internationalization

Lays the groundwork for supporting multiple languages, number formats, and text directions in the Infinity desktop. Covers key UI sections and prepares the platform for global reach. The following languages are supported with some limitations*:

• English

• German

• French

• Spanish (United States)

• Portuguese (Brazil)

• Japanese

*Localization enhancements for the above languages will continue in upcoming releases to support complete localization experience. For example, in the case of Analytics: Dashboard Title and Data, Report data, and Metrics Localization will be supported in a future release. Additionally, error messages within Admin and Desktop and certain Admin sections will be localized in a future release.

Presence/Availability Indicator Improvements

The Presence/Availability indicator is now grayed out when agents are not logged into CX, and hidden from team views if the agent is logged out. This avoids confusion about agent status and ensures presence states are only visible when relevant. No changes to core state modeling were required; this is a usability-focused update.

Documentation Reference: Managing CX status in Agent Desktop

Microsoft Edge Support

Brings Microsoft Edge web browser support to Infinity to allow customers more web browser options, especially those who do not support Chrome as a web browser within their organization. This support requires the then current version of Microsoft Edge.

Documentation references:

Microsoft Edge support

Avaya Infinity Customer Readiness document

Workflow and Routing

Omnichannel Messaging Routing

Brings parity for Messaging interactions for advanced Workflow capabilities like Maximum Wait Time, Exit No Agents and Timed Workflows thereby enabling seamless handling of customer interactions across supported messaging channels. 

Documentation references:

Messaging

Maximum Wait

Exit No Agents

Timed Workflows

Message Workflows

Text Messaging

Unified API Access: Workflow Execution (Public)

Introduces a secure, public REST API for triggering Infinity workflows from external systems, with OAuth 2.0, audit logging, and dynamic input handling.

Routing Proficiency: Agent Configuration/Selection

Allows configuration of agent proficiency per queue, enabling skill-based routing and selection algorithms (MIA/LOA).

Documentation References:

User configuration: Queue Settings > Multiplicity

Profile configuration: Queue Settings > Multiplicity

Enhanced Direct Agent Routing via Create Interaction Modules

Enhances the Create Interaction module to support routing to a specific agent or queue with analytics support. Simplifies routing strategies and improves agent-centric use cases. 

Documentation Reference: Create Interaction module

Speech Recognition in Say + Collect Module

Introduces native speech recognition support in the Say + Collect module, allowing customers to respond verbally to prompts in voice workflows. Workflow designers can configure prompts for speech input and use recognized responses in logic. Automatic Speech Recognition supports the following languages:

• English (United States)

• English (United Kingdom)

• French (Canada)

• French (France)

• German

• Japanese

• Portuguese (Brazil)

• Spanish (United States)

Documentation reference: Say + Collect module

Admin & User Management

SSO/SAML Administration & Login

Adds support for configuring and integrating with standard SAML providers, enabling SSO login/logout for agents and admins. Follows all mandatory security requirements for SAML implementation.

Documentation references:

SAML integration

Logging in to Agent Desktop using IDPs

User Profiles for Creating Users

Contact center administrators can now create and manage standardized user profiles for different groups of users, streamlining onboarding and configuration. Profiles cover permissions, queues, tags, and more, ensuring consistency and scalability.

Documentation reference: Profiles

Bulk User Management

Improvements to bulk creation, update, and export of agent and supervisor users, including introduction of more settings as well as introduction of Profiles for bulk user creation. This feature supports onboarding and management of large user bases efficiently. 

Documentation reference: Bulk Job Operations

License Enforcement

Avaya Infinity™ introduces License Type Enforcement for user management ensuring strict alignment between user capabilities and the customer’s subscribed offer bundles. 

• Customer administrators can assign license types—such as Essentials Voice, Essentials Digital, Advanced, Ultra or Hybrid Voice directly from the Infinity Admin Console, with the interface displaying only the license types that are ordered and enabled for the Infinity account. 

• This change enforces permissions automatically (e.g., disabling voice fields for digital-only agents) and ensures that metering is based on assigned license types rather than complex configuration logic.  

• Additionally, a Non-Agent license type is introduced for personas such as Administrators, Analytics and non-agent supervisor users who do not require agent-based capabilities. This license type is non-billable thereby avoiding unnecessary license costs otherwise incurred for such users while still granting access to essential functions like Analytics, Team views, and administrative controls. 

Documentation reference: Licenses

Admin Control: Toggle Local Login

Allows tenant admins to disable local login once SSO is enabled, with safeguards to prevent lockout and clear UI feedback. Comprehensive audit logging and documentation support operational transparency and compliance.

Communication Channels - Email

Administer IMAP/SMTP Mailboxes

Adds the ability to receive and respond to inbound emails using IMAP/SMTP with full admin controls and API support. Integrates email into the omnichannel platform, supporting direct routing of inbound emails to Queues.

Documentation References:
Email Mailbox

Configuring an email mailbox

OAUTH Support for IMAP/SMTP Mailboxes

Introduces OAuth-based integration for Microsoft365 mail accounts, ensuring secure IMAP/SMTP connectivity. This is essential for compliance and security in modern contact center environments.

Documentation Reference: Email Mailbox

Agent Email Handling: Reply, Reply-All, Forward

Agents receive emails via Queue and can reply, reply-all, and forward inbound emails using a modern email editor. Administrable Controls are provided at Queue Configuration for enabling/disabling agent capabilities related to email handling like: reply all, forward, upload/download attachments, insert cc/bcc, and modify subject.
Documentation reference: Email

Communication Channels - SMS

Outbound SMS Integration Using Digital Connector/Messaging APIs

Enables Bring Your Own SMS integration via Digital Connector APIs, supporting outbound SMS from agents and workflows. Includes administration, workflow integration, analytics, and sample connector for Twilio.

Documentation reference: Custom connectors

Inbound SMS Integration via Digital Connector APIs

Enterprises can now integrate their own SMS gateway providers using flexible Digital Connector APIs, enabling Infinity to route inbound SMS through preferred providers. Supports two-way messaging and session handling.

Documentation reference: Custom connectors

Integrations

Salesforce CTI & Microsoft Dynamics Integration

Avaya Infinity introduces support for MS Dynamics and Salesforce embedded agent desktop, Workflow modules and accompanying administration. This allows customers to choose between the full-fledged browser-based Infinity agent desktop or agent desktop embedded into market leading CRMs as their primary agent desktop interface. The agent desktop experience in the CRM has all the same features of the full agent desktop in a smaller form factor. The Workflow Create, Update and Lookup modules have been extended to support integration with MS Dynamics. 

Key capabilities introduced in this release are: 

• Workflow: Create, update and Lookup modules extended to support MS Dynamics 

• Embedded agent desktop for Salesforce and MS Dynamics 

• Screenpop 

• Click to call 

• Synchronize the agent state with the CRM user state 

• SSO for agent login into the embedded desktop interface 

• Administration to support the above capabilities added to Infinity Admin app. 

Documentation references:

CRM configuration

Configuring Salesforce

Configuring Microsoft Dynamics

Analytics and Reporting

Analytics CDR UDR for India Regulations

Implements analytics requirements to store participant session QoS data and IP addresses for CDR reporting, ensuring compliance with Indian regulations. Provides historical reports and supports regulatory needs for cradle-to-grave call tracking.

Analytics Reporting for Email Channel

Extends Infinity Analytics to include comprehensive metrics for the Email channel, ensuring parity with Voice and WebChat reports. Enhances OOTB dashboards and data exports with email-specific KPIs, providing unified visibility and operational consistency.

Analytics Data Retention Policies

Allows customers to define and manage analytics data retention policies per tenant, supporting compliance with regulations and optimizing storage. Includes audit trails, alerts, and configurable retention periods for various data types.

Analytics UI/UX Localization

The Analytics BI frontend now supports full localization for Spanish, German, Japanese, French, and Brazilian Portuguese. All menu options and navigation elements are adapted for these languages, improving usability for global customers.

Supervisor Real-Time Monitoring Dashboards

Delivers enhancements into real-time monitoring dashboards for supervisors, providing comprehensive visibility into agent, team, and contact center performance. Includes customizable views, KPIs, and dynamic visualizations.

Third Party Features

Notification API: Multi-party Consult Recording

Introduces Verint voice recording support for several call scenarios involving multiple internal and external participants, such as simple and attended transfers and conferences. Additionally, introduces support for recording consultative conversations between two internal participants, as part of any ‘attended’ transfer scenario.

Documentation references:

Transferring voice interactions

Consult interactions

Emergency Services (E911) - Extending 911 Inform Emergency Services to Canada and license types

Extends E911 Inform integration to Canadian customers, making it optional for Canada while maintaining mandatory compliance for the US. Updates user assignment and license types for emergency services, supporting international deployments.

Documentation references:

E911 Inform

Licenses

Locations