Enterprise · Part of Telephony and CTI
Avaya OneCloud
Avaya OneCloud is a live FrontLine telephony adapter, the fifth to ship. Connect an Avaya OneCloud org with OAuth client credentials, and FrontLine ingests interactions over the Avaya notification WebSocket, attributing each call to the right client and line of business, with full supervisor monitoring including whisper coaching.
For the operator
A telephony admin connects the org once with OAuth client credentials; FrontLine opens a notification WebSocket to Avaya and interactions start arriving as native records, the same pattern the Genesys Cloud adapter uses. Each engagement is attributed to the right client and LOB (Line of Business: a distinct client program or queue within an operation.), agent state and engagement overlays sync to the wallboard and Team Chat presence, and queues and agents auto-map on the way in. Recordings and post-call disposition codes flow into the QA (Quality Assurance: the program that scores and reviews agent interactions.) and reporting pipelines, CSAT (Customer Satisfaction: a post-interaction score for how satisfied a customer was.) is captured from Avaya's post-interaction surveys, and supervisors run silent monitor, whisper coaching, and barge on live calls through Avaya Service Observing.
Business impact
For contact centres standardized on Avaya, this ends the choice between your telephony platform and a single system of record for the workforce. Avaya call data, QA, adherence, and CSAT live in one place, so you stop paying to reconcile reports across tools or training supervisors on two consoles. Whisper coaching lets a supervisor guide an agent mid-call without the customer hearing, which protects the customer experience on live contacts. Because the adapter reuses the framework already proven across FrontLine's other telephony adapters, adding an Avaya account is a configuration step rather than an integration project, and the attribution, audit trail, and compliance posture you commit to clients hold regardless of carrier.