Toll Fraud Help - PBX Info :: Your Free PBX, PABX and Telephone Information Resource

TelecomDude · 10-23-2003, 09:21 AM

Hi all, great sight, I like what I have read so far, keep up the good work. Ok enough a**kissing and here is my question. I run one Service Desk (not a Helpdesk) call centre ACD Environment with EAS) with close to 100 Agents and help with backup support on another 200+ Agent Service Desk in another city. Our type of business usually revolves around internal client support located around the world. We need to have the ability to Conference, Transfer and stright dial-out to any phone number recognized around the world. This means 1-800, long distance, local etc. This is because we do alot of 1st and 2nd level support and freequently have to call back Users to troubleshoot further. Some of these Users are in "Remote" Offices. My concern is toll fraud and if possible how can I prevent this with our existing equipement without causing serious 'lock-downs' for the Agents. PLEASE SPEAK ENGLISH.

Equipment is: Old name was Multivantage 11, now Definity v1.3 or if you like G3siV11. No MDR, CDR, IVR or Conversant yet (coming very very soon).

Thank you for any help I am given.

sjforcum · 10-23-2003, 09:57 AM

I'm not sure exactly what you're looking to prevent...

Are you worried about your agents placing fraudulent calls? Or someone hacking into your system and making fraudulent calls?

TelecomDude · 10-23-2003, 10:07 AM

Yes I am worried...basically with the Agents mostly but if anyone knows of any other areas I should look into let me know. Sorry for such an open question, I am just concerned with any possibilities of fraud wether internal or external as we allow basically an open line to from the Agent. I am aware of an Agent who was accepting calls from there girlfriend and then conferenced her friend into the call who was on vacation in another country. This trype of stuff is what I am looking for.

sjforcum · 10-23-2003, 10:11 AM

Let's focus on internal first...

Should your agents have UNLIMITED calling capabilities (i.e. be able to call anywhere in the world?)

If not, then restrict em!

Using the Class of Restriction (COR) system you can block certain agents from making certain types of calls.

Let me know if this suits you...if not we'll have to brainstorm a little more...

TelecomDude · 10-24-2003, 09:16 AM

Thanks for then help it is appreciated.
Unfortunately, the restriction will never happen, they have to have the ability to call around the world. I guess we're an open book then. I am getting an IVR and CDR/MDR set up so at least I can track the calls and then question those that are costing us as well as see trends of abuse. Oh well I live the nightmare that is the Telecom Admin's job he he he.

sjforcum · 10-24-2003, 09:46 AM

Yeah if they need to be unrestricted then there's not much other than monitoring their calling habits that you could do.

I will say this though...I don't personally see this as a Telcom Admin's job to enforce. The call center management should be aware of how their employees spend their time. If you've been able to find someone connecting an outside party to another number on the company's dime, then that person should be fired...since it's basically stealing..

**rixride** · 10-31-2003, 08:52 AM

You may also watch for extended calls to certain countries, I believe if you do a search on Toll fraud on PBXINFO you will find an article which identifies many countries that get called for Toll Fraud.

It may make your life of monitoring calls easier if you know what you are looking for.

I will see if I can find that article for you.

-Rick

TelecomDude · 11-03-2003, 10:24 AM

Thanks rixride.

PD · 11-03-2003, 01:29 PM

I know it is a pain in the a$$ but, why not just get LD codes? Or get some type of call accounting software on your switch.

PD

sjforcum · 11-03-2003, 01:37 PM

I use LD codes in one office, and it's not as much of a pain as it seems provided you have it setup correctly, but at the end of the day monitoring the calls, no matter what tool you use (CAS, PINS, ETC) are a pain.

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