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Theft of long-distance voice services (“Toll-Fraud”) can occur for small and large businesses alike. Whether your business uses line services attached to phones or a PBX (Private Branch Exchange), it is still vulnerable to Toll-Fraud. Hundreds of thousands of dollars of Toll-Fraud can occur in just days and sometimes hours depending on the size of your company’s telephone system. Businesses that take precautions against it will most often deter the perpetrators, thereby avoiding the cost and hassle of dealing with unauthorized phone system access.
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Businesses that take precautions against toll fraud will most often deter the perpetrators, and thereby avoid the cost and hassle of dealing with unauthorized phone system access.
Change all of your phone system factory default passwords, including voicemail and system access. This should be done often. Every 60-120 days is recommended.
Ask Comcast or your PBX maintenance provider to turn off international calling functionality if your company does not need it. If you have a PBX and require some form of international calling, your system often will allow you to block certain country and city code combinations. Ask your PBX maintenance manager for further details about this functionality.
Comcast Business representatives are instructed to authenticate that a caller is an authorized user before sharing customer proprietary network information. You will receive a Security PIN in the mail within two weeks from installation of your service. The PIN is required to establish online account access. To diminish the chances for unauthorized access to your account, this PIN should be stored securely and shared only with the employees who are authorized users for your account.
Educate your employees. If they receive suspicious calls requesting transfers or passwords, they should redirect the call to the phone system administrator or other knowledgeable individual.
Be sure your phone system's voicemail Call Forward functionality has not been involuntarily activated. If it has, turn it off and change your passwords.
Review your voice service bills each month. Does the call detail show normal calling patterns? If not, be sure to contact your phone system administrator and Comcast.
Review the Call Detail Records from your phone system daily or weekly and look for unauthorized calls. Call Detail Records may be accessed through your online account.
Consider having a phone system security audit done by an independent third party to identify potential vulnerabilities.
Be sure that former employees do not have access to the phone system - either block their service access or change the password settings on the phone system.
If your company needs international calling capabilities and your PBX supports access codes, require the for international calling purposes. If your company doesn’t require international calling capabilities, ask Comcast to remove that functionality from your service.
If the voicemail on your phone system allows out-dialing functionality and your company doesn’t need it, turn it off.
Do a PBX audit with your PBX vendor if you haven’t done so recently.
If you suspect unauthorized activity, restrict access to your PBX to authorized administrators and call Comcast immediately.
Consider PBX lock-down activities such as:
Placing the PBX in a secure room for both business and after hours
Installing intrusion-detection alarms for the PBX room
Storing critical information and passwords securely; avoid displaying them publicly
Providing remote access only to those who need it
Keeping anti-virus protection activated with encryption of voice packets activated
Disabling or restricting unnecessary services or ports
Comcast Business recognizes the potential for Toll-Fraud and strives to minimize the impact to customers should it occur. Nonetheless, as detailed in Comcast Business Terms and Conditions, Comcast Business does not bear responsibility for Toll-Fraud. Your company is responsible for securing its phone system and paying for any usage charges that may occur through fraudulent activity.
Links where you can better educate yourself or report an incident are provided below.
Federal Trade Commission
Federal Communications Commission
Federal Bureau of Investigations
For additional Comcast Business Help & Support, please visit business.comcast.com/help.
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