Technical information

Issue 7 June 2001 14-1
14
Toll Fraud Job Aids
The job aids in this appendix are tools for your organization to use in securing
your system against toll fraud. Copy them and distribute them to your staff to post
or use in any other manner that meets their needs.
Toll Fraud Warning Signs
 Customers or employees complain that the 800 number is always busy.
The busy line could even impact local Direct Inward Dial (DID) lines.
 Switchboard operators complain of frequent hang-ups or touch-tone
sounds when they answer.
 Significant increase in “internal” requests for “operator assistance” in
making outbound calls, particularly international ones.
 Unexplained increase in long distance usage.
 Increase in short duration calls.
 Heavy call volume on nights, weekends, and/or holidays.
 Station Message Detail Recording (SMDR) shows an unusual amount of
short duration calls.
 Established thresholds on trunk groups are exceeded.
 Switchboard operators note or complain about frequent calls from
individuals with foreign accents.
 Staff or customer complaints of inability to enter voice mail system.
 Any attempts by outsiders to obtain sensitive information regarding the
telecommunications system or calls from individuals posing as employees
when they clearly are not.
 Sudden or unexplained inability to access specific administrative functions
within the system.
 Employees complain of difficulty in obtaining an outside line.
 Simultaneous Direct Inward System Access (DISA) authorization code use
coming from two different places at the same time.