Technical information

Small Business Communications Systems
5-16 Issue 7 June 2001
 Employees receive calls requesting the be transferred for outside “operator
assistance” or outbound calls.
 Employees receive frequent calls from foreign speaking callers, requesting
to be transferred, or hanging up.
 Employees having difficulty obtaining an outside line.
 The customer is unable to access voice mail, and the system is not down.
 The customer is unable to administer programming functions within either
the Legend/Magix, or the voice mail system.
 Callers asking sensitive information about your system.
 Unexplained changes in system software parameters.
 Unexplained changes in your voice mail system.
 Any discrepancies in the telephone bills.
 All trunks/lines are lit up on the operator console.
TIPS to Prevent Toll Fraud
 Have the telephone and voice mail systems toll fraud secured by Avaya.
 Educate the telephone and voice mail system users to recognized toll
fraud.
 Protect voice mail system administration access.
 Restrict voice mail ports.
 Use barrier codes if remote line access is required. Change barrier codes
often.
 Put restrictions on ARS (automatic route selection) table.
 Make ARS tables and disallow lists to restrict 011 (international) calls, and
other “hot spots” (ex: 809 = Puerto Rico, 787 = Puerto Rico, 242 =
Bahamas.)
 Restrict dial “0” for local operator.
 Tracing SMDR information (or Monitor) may be required if ongoing toll
fraud is suspected.
 Restrict remote call forwarding on extensions.
 Change passwords frequently.
 Be aware of hackers social engineering.
 Update system back up disks.
 Transfer callers to known extensions only.
 Outward restrict any unused extensions, including MFM extensions.