Instruction manual

Issue 9 May 2003 15-1
15
Toll fraud job aids
NOTE:
Unless specifically stated otherwise, references in this document to “G3Vx
and later” include the specified DEFINITY G3 (and more recent) versions,
DEFINITY ECS, MultiVantage™ Software, and Communication Manager.
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 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.