Instruction manual

Small business communications systems
6-16 Issue 9 May 2003
■ 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” (for example, 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.