Enterprise · Part of Telephony and CTI
Avaya OneCloud
A planned telephony adapter that will connect Avaya OneCloud to FrontLine, bringing call records, agent state, and supervisor tools into the platform your teams already work in. It is on the telephony roadmap and reuses the adapter framework already proven with the shipped Zoom Contact Center integration, so it arrives with the same capability set rather than a separate build.
For the operator
When this adapter ships, a telephony admin will connect an Avaya OneCloud account the same way the Zoom Contact Center adapter connects today, without a bespoke integration. Calls will land in FrontLine as interaction records tied to the right client account and line of business, so a WFM (Workforce Management: forecasting, scheduling, and adherence.) analyst reads Avaya volume and handle time next to every other queue. A supervisor will monitor live calls, and a QA (Quality Assurance: the program that scores and reviews agent interactions.) lead will pull the recording straight from the evaluation instead of chasing it in a separate console. Because it reuses the framework already running for Zoom Contact Center, agent state, disposition codes, and screen pop behave the way your team has already learned them. None of this is live yet: it is planned work on the telephony roadmap.
Business impact
For BPO (Business Process Outsourcing: a firm that runs contact-centre operations on behalf of other brands.)s standardized on Avaya, this removes the choice between your telephony platform and a single system of record for the workforce. Once it ships, Avaya call data, QA, and adherence will live in one place, so you are not paying to reconcile reports across tools or training supervisors on two consoles. Reusing a framework already proven in production lowers the risk and cost of onboarding an Avaya client, rather than commissioning a one-off integration. It is not available today, so read it as a signal of platform direction: if Avaya is on your roadmap, it is on ours, and adopting FrontLine will not ask you to leave your carrier.