Focus Portal – Frequently Asked Questions
Using Focus
What is Focus and what types of communications does it support?
Focus is a platform for accessing, reviewing, and analyzing communications. It supports a variety of channels including mobile phone calls, contact center calls, Microsoft Teams meetings, SMS, emails, chat messages, Slack conversations, WhatsApp, and more.
What are the technical requirements for using Focus?
Focus is compatible with modern web browsers such as Google Chrome, Microsoft Edge (Chromium), and Safari. It is recommended to use the latest browser versions. For best visual quality and functionality, a screen resolution of at least 1920x1080 is recommended, but it also works on smaller screens like tablets (1024x768).
How do I add a new subscriber, user, or external contact in the People section?
Click the 'Add Person' button in the People screen, select Subscriber, User, or External Contact, fill in the required information, assign appropriate permissions or tags, and click Save.
How can I customize the profiles grid in the People screen?
You can customize the grid by hiding columns (eye icon), reordering them (drag and drop), or resizing columns by dragging the borders. This helps you tailor the display for optimal visibility and usability.
How do I edit my profile or change my account settings?
Click your profile section at the bottom left of the menu, then select 'Edit Profile.' You can update your avatar, name, email (if SSO is not enabled), theme, accessibility mode, language, and other settings.
How do I switch between dark mode and light mode in Focus?
Go to the profile section and use the theme toggle to switch between light and dark modes. Your selection will be saved and applied throughout your session.
Can I perform bulk actions on multiple profiles in the People section?
Yes. Select multiple profiles using checkboxes, click the 'Multi-actions' button, and choose the desired action (e.g. bulk group assignment, permission changes, or tagging).
How are permissions and roles managed in Focus?
Permissions are managed through roles assigned to each user (e.g., Super User, Admin User, Team Leader, etc). The Permissions Matrix details what each role can do, such as viewing or creating accounts, accessing recordings, or managing users. Assign roles based on the rights users require.
Can I change my email address or username?
You can update your email and username if SSO is NOT enabled on your account. If SSO is enabled, changes must be made in your organization's identity provider.
Which SSO providers does Focus support?
Focus supports several SSO providers including Microsoft Entra (Azure AD), Google Workspace, Okta, OpenID Connect (OIDC), and SAML.
How do I assign or adjust permissions for a user?
Permissions are assigned when adding or editing a user profile. Select the necessary permissions and assign appropriate roles through the 'Permissions Management' and 'Roles' options in the user profile.
What communication data fields are available in Focus?
Key fields include interactionId, start/end date/time (UTC), duration, type of communication, transcript snippet, tags, AI analysis, retention details, private status, media access, and more.
What are the steps to integrate Google Workspace SSO with Focus?
First, create a new project in the Google API Console if you don't already have one. Configure the OAuth consent screen for internal users and add the necessary scopes: openid, profile, and email. Then, create new OAuth credentials with the web application type and configure the redirect URI. After generating client credentials, provide the client ID and client secret to the Focus SSO connector. Finally, set email domains in the SSO experience tab to activate SSO for users in specified domains.
How can I enable automatic Azure AD sync for Focus users?
To enable Azure AD sync, authorize the Focus Azure sync application to read your users and groups. During onboarding (especially if setting up Teams recording), this can be enabled automatically. Otherwise, contact support for an authorization link. The sync process adds users to Focus after each sync (every 30 minutes), and allows mapping of AD groups to Focus roles.
How do I set up Azure AD SSO with Focus?
In the Azure portal, go to Microsoft Entra ID and create a new enterprise application by choosing "Create your own application" with the 'Integrate any other application you don't find in the gallery (Non-gallery)' option. Set up SAML single sign-on using the URLs provided by Aiphoria. Provide the App Federation Metadata URL, or equivalent information, and your authentication email domain to Aiphoria support. Assign the correct users or groups to the application to enable login.
How can I troubleshoot common issues during SSO setup or login?
Check the following: users must be assigned to the SSO application; the metadata URL should be accessible; SAML response errors may indicate mismatch in Identifier or Reply URL; attribute mapping issues may require support assistance. For new users provisioned via SSO, update permissions as needed. Consult the documentation's troubleshooting section or contact support for further help.
How do I configure which users are recorded in Teams?
Create a security group named 'ClarifyGo Recorded Users' in the Azure portal. Add users as 'Members' (owners will NOT be recorded or synced). Assign the TeamsComplianceRecordingPolicy to this group using New-CsGroupPolicyAssignment with the relevant GroupId and PolicyName. Users added or removed from this group will automatically be updated in Focus.
What file formats and structure does Focus provide via SFTP?
Call recordings are available in MP3 and two WAV formats (stereo/mono) organized by date folders. SMS messages are provided as CSV files by month/year. File naming conventions and folder structures are documented in detail.
What happens if I change a subscriber’s retention policy?
When a subscriber’s retention policy is changed, the new retention period takes immediate effect. If the new retention period is shorter than the current retention time, any records past the new limit may be deleted automatically and irrecoverably. Exercise caution and review your organization’s access levels before making changes.
How do I create, update, or assign retention policies?
Super Users can create or update retention policies in the Retention section of the Admin menu. You can assign or move subscribers to different retention groups, customize retention by media type, and compare policies side by side. Changes are applied immediately upon assignment.
What is a legal hold and how is it managed?
A 'legal hold' ensures that recordings under investigation are not deleted, even if retention periods expire. Multiple holds can be applied to the same call and released individually. Only authorized users can view and manage legal holds.
How do I audit user actions in the portal?
The Audit screen (Admin > Audit) displays all actions by users, including timestamps, affected pages, and whether the actions succeeded. You can filter by time range and action route. Details include user info, IP address, and event description.
How can I filter audit events by specific criteria?
You can use the search bar on the Audit screen to filter events by a specific time frame or by Audit Route (event type/path). The list of routes is pre-populated for selection.
What is Forced Comments and how does it work?
If enabled, Forced Comments require users to enter a reason for listening to a call before audio playback begins. This ensures accountability and is a global setting affecting all users. A second comment is not required if playback is selected again within 5 minutes.
What AI transcription features are available in Focus?
Enabling AI transcription unlocks follow-along transcriptions, automatic communication categorization, segment detection, translation, speaker detection, free text search, and more. These features are included with all Focus licenses at no extra cost.
How do I enable and manage IP restrictions for account security?
On the Security & Auth section, you can enable IP whitelist to restrict portal access to specified IP addresses. Make sure your current IP is included before saving changes to avoid losing access. All audit events log IP addresses.
Is Two Factor Authentication (2FA) required and can it be disabled?
2FA is mandatory for all local Focus users and cannot be disabled for security reasons.
What should I do if I need a feature that is not enabled or visible in my portal?
If you require a feature that is missing, grayed out, or unavailable, contact your account manager or the support team for assistance.
Can I still use the Legacy Cursor API?
Yes, customers who have already integrated with the Legacy Cursor API can continue to do so. However, it is missing advanced options available in the full native Focus API or Cursor Synchronization API. Migration or upgrade information is available on request by contacting support.
How can I search for calls and communications in the Focus portal?
Click in the search bar or press Ctrl+K (Cmd ⌘ + K on Mac). You can search by categories such as people, groups, tags, date and time, communication type, direction, and free text. The search can include or exclude criteria, and filters can be saved for future use.
How do I playback a recorded communication?
Click the Play icon on any row within the communications grid. This will start playback. A playback bar will appear, providing options to play/pause, skip, view waveform, jump to sections, and add or view comments.
How do I view transcripts for a communication?
If transcription is enabled for your account, open the Conversion Sidebar while a communication is playing and select the Transcript tab to view the transcript data, segments, and jump to any part by clicking the relevant section.
How do I add or view comments on a communication?
In the comment tab of the Conversion Sidebar, you can add general comments or marker/region comments (linked to a specific time or span in the call). The comments are attributed to your username and timestamp.
How do I update the retention date for a communication?
Use the actions menu (three dots) for a communication row and select 'Edit retention'. For multiple communications, select several rows and use the 'Multi-Actions' button, then choose 'Edit Retention'.
How do I add a comment to a call or communication?
Navigate to the comments section of the communication. Type the comment you wish to add and press 'Submit.' The comment will be added with your username and timestamp automatically.
What types of comments can I add to a communication?
You can add General comments (about the call), Marker comments (single point in playback), and Region comments (span during playback). Marker and Region comments attach to specific points on the playback bar.
Access & Authentication
How do I log in to Focus?
You can log in with a Focus Username and Password (with two-factor authentication), or, if enabled, via Single Sign-On (SSO) using identity providers like Microsoft Entra, Google Workspace, Okta, OpenID Connect (OIDC), or SAML. If you enter your email address and SSO is enabled, you will be redirected automatically to your SSO login page.
Users can't log in to Focus via SSO; what should I check?
Ensure that users are assigned to the Azure AD SSO application in the 'Users and groups' section. Also, verify that the SAML metadata URL is correct and accessible, and confirm that the SAML attributes match the expected values (emailaddress, user.displayname). If new users are missing permissions, note that they will be set as Standard Users by default and require a Super User or Admin to elevate permissions.
How do I provide access to communications via SFTP in Focus?
Assign the SFTP user to the required security groups (under People > Users > Edit user > Groups). Toggle access as appropriate. Only communications within permitted groups will be accessible to the SFTP user.
How do I enable or access the Focus REST API?
You need to enable the Focus API in your account's admin section. Further details are provided in the developer-focused documentation.
How do I manage groups and subgroups for access and compliance?
Groups and Subgroups can be created and managed in the Admin > Groups section. Groups segment access, and security groups restrict content access. Assign subscribers and users as needed, with subscribers tied to one subgroup per security group and users able to be assigned to many.
Media Management
Who should I contact if I need full documentation or assistance with Broadworks or SIPREC recording integration?
Full documentation for Broadworks and SIPREC recording is coming soon. In the meantime, to integrate or if you require information, contact the Aiphoria support team directly.
How do I configure Teams compliance or convenience recording with Aiphoria Focus?
You can set up Teams recording using either an automated PowerShell script (recommended for quick and standard deployments) or manual PowerShell commands for custom configurations. Detailed step-by-step instructions are provided for both methods in the documentation.
How do I add or remove users for Teams recording?
Add (or remove) users as Members of the 'ClarifyGo Recorded Users' group in Azure. Focus will automatically sync and record any users in this group. Owners will not be synced or recorded.
How does Focus integrate with NICE NTR/NTX recording systems?
Focus supports integration via the NICE GET Interface. The NICE system pulls communications from Focus using configured API endpoints. Detailed configuration needs to be done on your local NICE system. The Focus support team can assist with the Focus side but not with your NICE system.
How can I download a single communication?
Click the 'more' or three dots icon at the end of the desired row in the communications grid, and select 'Download' from the actions menu.
Can I download multiple recordings at once? / What is the maximum number of recordings I can download at once?
Yes, you can select up to 100 recordings at a time from the communications screen, then use the 'Multi Actions' button to download all selected .wav files to your default downloads folder. For sharing with other Focus users, the playlist feature can be used without limits and keeps files in-platform.
Bulk download is limited to 100 recordings per request.
Who can download call recordings from the Focus portal?
Only users with certain roles as defined by company policy and portal permissions can download call recordings. Refer to the People - Staff section in your documentation for more about permissions.
Insights & Reporting
How do I run a report in the Focus portal?
To run a report, navigate to Admin > Reports, select the desired report, fill in any required parameters (marked with a star), and execute the report. You can also schedule reports to run at specific times.