AT&T MERLIN LEGEND Release 3.1 System Planning Manual page 265

Customer Support Information
The following is a discussion of how toll fraud is often perpetrated and ways to
prevent unauthorized access that can lead to toll fraud.
Physical Security, Social Engineering, and
General Security Measures
Criminals called hackers may attempt to gain unauthorized access to your
communications system and voice messaging system in order to use the
system features. Hackers often attempt to trick employees into providing them
with access to a network facility (line/trunk) or a network operator. This is
referred to as social engineering. Hackers may pose as telephone company
employees and employees of AT&T or your authorized dealer. Hackers will go
through a company's trash to find directories, dialing instructions, and other
information that will enable them to break into the system. The more
knowledgeable they appear to be about the employee names, departments,
telephone numbers, and the internal procedures of your company, the more
likely it is that they will be able to trick an employee into helping them.
Preventive Measures
Take the following preventive measures to limit the risk of unauthorized access
by hackers:
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Provide good physical security for the room containing your
telecommunications equipment and the room with administrative tools,
records, and system manager information. These areas should be locked
when not attended.
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P rovide a secure trash disposal for all sensitive information, including
telephone directories, call accounting records, or anything that may
supply information about your communications system. This trash should
be shredded.
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Educate employees that hackers may try to trick them into providing
them with dial tone or dialing a number for them. All reports of trouble,
requests for moving extensions, or any other administrative details
associated with the MERLIN LEGEND Communications System should be
handled by one person (the system manager) or within a specified
department. Anyone claiming to be a telephone company representative
should be referred to this person or department.
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System Planning