Better Music Builder VM-82U G3 Instruction Manual download pdf (Page 164)

100

101

Small business communications systems

6-26 Issue 9 May 2003

Detecting toll fraud

To detect toll fraud, users and operators should look for the following:

■ Lost voice mail messages, mailbox lockout, or altered greetings

■ Inability to log into voice mail

■ Inability to get an outside line

■ Foreign language callers

■ Frequent hang-ups

■ Touch-tone sounds

■ Caller or employee complaints that the lines are busy

■ Increases in internal requests for assistance in making outbound calls

(particularly international calls or requests for dial tone)

■ Outsiders trying to obtain sensitive information

■ Callers claiming to be the “telephone” company

■ Sudden increase in wrong numbers

Establishing a policy

As a safeguard against toll fraud, follow these guidelines for your MERLIN MAGIX

Integrated System and voice messaging system:

■ Change passwords frequently (at least quarterly). Changing passwords

routinely on a specific date (such as the first of the month) helps users to

remember to do so.

■ Always use the longest-length password allowed.

■ Establish well-controlled procedures for resetting passwords.

■ Limit the number of invalid attempts to access a voice mailbox to five or

less.

■ Monitor access to the MERLIN MAGIX Integrated System dial-up

maintenance port. Change the access password regularly and issue it only

to authorized personnel. Disconnect the maintenance port when not in use.

(This however, eliminates Avaya’s 24-hour maintenance surveillance

capability and may result in additional maintenance costs.)

■ Create a system management policy concerning employee turnover and

include these suggestions:

— Delete all unused voice mailboxes in the voice mail system.

— If a terminated employee had remote access calling privileges and a

personal authorization code, remove the authorization code

immediately.

— If barrier codes and/or authorization codes were shared by the

terminated employee, these should be changed immediately.

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