Avaya MERLIN MAGIX Maintenance And Troubleshooting Manual page 198

Never distribute the office telephone directory to anyone outside the company; be careful
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when discarding it (shred the directory).
Never accept collect telephone calls.
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Never discuss your telephone system's numbering plan with anyone outside the company.
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Educating Operators
Operators or attendants need to be especially aware of how to recognize and react to potential
hacker activity. To defend against toll fraud, operators should follow the guidelines below:
Establish procedures to counter social engineering. Social engineering is a con game that
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hackers frequently use to obtain information that may help them gain access to your
communications system or voice messaging system.
When callers ask for assistance in placing outside or long-distance calls, ask for a callback
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extension.
Verify the source. Ask callers claiming to be maintenance or service personnel for a callback
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number. Never transfer to *10 without this verification. Never transfer to extension 900.
Remove the headset and/or handset when the console is not in use.
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Detecting Toll Fraud
To detect toll fraud, users and operators should look for the following:
Lost voice mail messages, mailbox lockout, or altered greetings
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Inability to log into voice mail
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Inability to get an outside line
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Foreign language callers
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Frequent hang-ups
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Touch-Tone sounds
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Caller or employee complaints that the lines are busy
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Increases in internal requests for assistance in making outbound calls (particularly
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international calls or requests for dial tone)
Outsiders trying to obtain sensitive information
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Callers claiming to be the "telephone" company
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Sudden increase in wrong numbers
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Establishing a Policy
As a safeguard against toll fraud, follow these guidelines for your MERLIN MAGIX Integrated
System and voice messaging system:
Customer Support Information
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Other Security Hints
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