New Features in Avaya Infinity™

User Experience (UX)

Infinity™ Extensibility Framework

The Infinity™ Extensibility Framework allows customers, partners and ISVs the ability to extend the agent desktop experience by building Infinity™ Element - extensions that can be built to perform bespoke business functions or add bring capabilities by listening to Infinity™ desktop events, access to user context and performing actions on the agent desktop. Once created, these elements can be used for either or both of the Home and Interaction workspaces.

Additionally, administrators can implement sidebar tabs for agent interactions. These allow agents to open additional Infinity™ Elements while handling their interactions.

Documentation references:

• Custom application and interaction Infinity Elements

• Side panel area

• Infinity Elements

• Configuring Infinity Elements

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. In addition to the previous list of covered languages, the platform now also supports Italian.

Workflow and Routing

Import/Export Workflows

Workflow administrators can export a workflow as a JSON file from a sandbox or demonstration environment and import it into a production environment. This allows the user to preserve the workflow structure and module-specific properties thereby allowing for faster implementation.

Documentation references:

• Import/export configuration reference for modules

• Exporting a workflow

Centralized Authentication for use in Webhook Modules

This feature provides a comprehensive centralized authentication management system that enables system administrators to configure authentication profiles and allows workflow designers to seamlessly use these profiles in webhook modules, with intelligent token management, automatic retry logic, and comprehensive monitoring capabilities.

Documentation reference: Webhook

Communication Channels - Voice

Multi-party Conferencing

This enhancement enables Infinity™ agents to initiate and manage consult voice conference with up to six participants simultaneously (customer + agent + 4 additional parties) during an active customer interaction.

Documentation references:

• Multi-party voice conference

• Starting a multi-party conference call

Prefix Based Outbound Selection

Administrators can define and configure rules for outbound trunk selection. This capability provides control over outbound voice call routing ensuring that specific trunks are selected based on designated dial patterns like international, domestic, or local calls.

Documentation reference: Outbound Routing

Communication Channels - Email

Email Signature

Administrators can create signature templates and assign one signature per queue. Agents can use the assigned signature when responding to emails received through that queue or when sending ad-hoc outbound emails using the same queue. Administrators can also enable auto-insert during assignment, ensuring the signature is automatically added when an agent initiates a new email or replies to an inbound email.

Documentation references:

• Email signature configuration

• Working on an email interaction

Email Templates

Administrators can create and assign email templates to specific queues. These templates will support macro variables to simplify responses and reduce agent response time.

Documentation references:

• Email template configuration

• Working on an email interaction

Email Disclaimer

Administrators can create disclaimer templates and assign one disclaimer per queue. The assigned disclaimer is automatically appended to all outbound emails sent through that queue, ensuring required compliance and regulatory message is consistently included.

Documentation references: Email disclaimer configuration

Email Threading

When an agent or workflow responds to an inbound email, Infinity creates a single email thread for that interaction. The thread remains active until the agent marks the interaction as resolved, and any subsequent replies within the same thread do not trigger new automation or routing. By consolidating all back-and-forth responses into one active interaction, Infinity preserves the full context of the conversation throughout its lifecycle.

Documentation reference: Working on an email interaction

Keyword Based and Conditional Logic Routing

Administrators can define rules using the Decision Module within workflow to analyze inbound emails based on the sender address or domain, subject line, and/or email body for specific keywords. Based on the detected keywords, workflow can then automatically route the email interaction to a designated queue or user. The Decision Module now supports advanced string operations, including Does Not Contain and case-insensitive matching, enabling more sophisticated email routing and automated triage through enhanced content analysis.

Documentation reference: Decision module

New Send Email Module in Workflow

Workflow now has the Send Email module which can be used to:

1. Send Adhoc outbound emails.

2. Respond to inbound emails with Auto response Templates & continue routing to Queue/user.

3. Respond to inbound emails using Variables (For receiving response from AI and using that as auto response to customer).

Emails sent from a workflow can also include the original customer email thread in responses and are tagged to prevent auto-response email loops from external email systems.

Documentation reference: Send Email module

Channel Switching

Agents can toggle between email, voice, and SMS channels from a single email interaction.

Documentation reference: Working on an email interaction

Adhoc Outbound Emails

Agents can send adhoc outbound emails. These outbound emails are also captured and reported in Analytics.

Documentation references:

• Creating an outbound email

• Analytical - Adhoc Outbound Email dashboard

Communication Channels - Messaging

Chat & Text Templates Enhancements

Chat and text templates have been enhanced to include:

• Administrators can assign templates to specific queues.

• Chat and text templates support macro variables for a more dynamic experience.

Documentation references:

• Working with a chat interaction

• Sending text messages during voice, chat, or email interactions

Integrations

Salesforce Integration Enhancements

The Infinity™ agent desktop integration has been extended with Salesforce by including support for multiple screenpops, Salesforce directory access for making outgoing calls and consulting and options to automatically sync the Infinity™ agent state with the CRM user state for predictable work management.

Documentation references:

• Salesforce Integration

• Configuring Salesforce screenpops

• Agent Desktop integrated in Salesforce overview

• Screenpop with Salesforce

• Transferring a voice interaction to a Salesforce user

• Performing an attended transfer to a Salesforce user

• Changing agent status in Agent Desktop integrated in Salesforce

MS Dynamics Integration Enhancements

Agents whose system is integrated with MS Dynamics can interact with multiple tabs in the user interface.

Documentation references:

• Configuring MS Dynamics

• Integrating Avaya Infinity with MS Dynamics

• Agent Desktop integrated in Microsoft Dynamics® 365 overview

Third Party Features

Bring Your Own Messaging APIs

Administrators can configure custom messaging connectors allowing for integration between Avaya Infinity™ and third-party messaging providers using APIs. These custom connections will allow for:

• Plain Text message exchange and creation of inbound messaging interactions.

• Action Buttons, Links and few specific Markdown formats will be supported.

• Attachment APIs to handle secure File/Media download/upload using custom connector.

• Workflow Handling of Custom Messaging Interactions Similar to Chat.

• Historical & realtime Reporting for Custom Messaging Channel.

API documentation will be published at: developers.avayacloud.com.

Documentation reference: Custom messaging connectors

Bring Your Own Workforce Engagement APIs

Avaya Infinity™ supports a collection of public APIs for third-party Workforce Engagement Management vendors. This API support now includes:

• Analytics Queue Summary API which provides historical queue interval data, for Forecasting and Scheduling

• Analytics Agent Summary API which provides historical agent interval data, for Agent Performance

• Notification API which provides real-time agent state events, in support of tracking agents’ Adherence to their schedule

API documentation will be published at: developers.avayacloud.com.

Documentation reference: Historical - Queue Summary dashboard

Citrix VDI Support

This feature enables the Infinity™ Agent Desktop to run in Citrix Virtual Desktop Infrastructure (VDI) environments with Media Redirection support.

Verint Integration Enhancements

Infinity™ users will now see additional enhancements to the Verint integration including:

• Text recording for webchat and email interactions which allows for Quality Management, Quality Bot, and Text Analytics. This enhancement completes the delivery of the Infinity™ Essentials, Digital, Advanced, and Ultra bundles for Verint features.

• Accurate reporting of In Focus/Out of Focus contact cards for multiplicity and blending scenarios which enables:

  • Forecasting and scheduling for omni-channel queues

  • Agent performance for omni-channel agents

• Voice recording support for voice interactions that are passed through immediate callback workflows.

• Voice recording support for voice interactions that are initiated manually by an agent, via the pop-up dialog, while the call is in the wrap-up state.

• Voice recording support for complex, multi-party scenarios where there are multiple internal and external participants and includes simple transfers, attended transfers, and conferences.

Documentation reference: Verint configuration

New Features for Avaya Infinity™ Hybrid

UX

Supervisor Enhancements

Supervisors can monitor their teams performance from the Team View as well as observe, coach, and barge into live interactions to best support their agents needing assistance.

Interaction Enhancements

Interactions now include transcriptions of voice calls as well as touch points from calls that have passed through the hybrid voice experience. These additions will be house within the interaction in the connection feed and Journey tab, respectively.

Additionally, completed interactions are accessible from the Home tab for review.

Workflow & Routing

Infinity™ Hybrid workflow functionality has been enhanced with the addition of Status/Action, Embedded, and Agent workflows as well as the ability to pass contextual data collected within a workflow into Infinity™ Hybrid.

Integrations

Enterprise Directory

Infinity™ Hybrid users can access their enterprise directory to search across other agents or enterprise contacts.

Documentation reference: Search functionality description for hybrid voice agents

Third Party Features

Citrix VDI

Infinity™ Hybrid supports Citrix VDI for voice calls allowing for agents to seamlessly access their Infinity™ desktop virtually.