AT&T MERLIN LEGEND Release 3.1 System Programming Manual page 766

Customer Support Information
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Never accept collect telephone calls.
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Never discuss your telephone system's numbering plan with anyone
outside the company.
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:
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Establish procedures to counter social engineering . Social engineering is
a con game that hackers frequently use to obtain information that may
help them gain access to your communications system or voice
messaging system.
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When callers ask for assistance in placing outside or long-distance calls,
ask for a callback extension.
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Verify the source. Ask callers claiming to be maintenance or service
personnel for a callback number. Never transfer to *10 without this
verification. Never transfer to extension 900.
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Remove the headset and/or handset when the console is not in use.
Detecting Toll Fraud
To detect toll fraud, users and operators should look for the following:
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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 international calls or requests for dial tone)
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Outsiders trying to obtain sensitive information
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Callers claiming to be the "phone" company
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Sudden increase in wrong numbers
System Programming
A–17