[VoiceOps] Fraud

Ryan Delgrosso ryandelgrosso at gmail.com
Sat Feb 22 11:47:38 EST 2014

In most cases you will lose this customer. They don't see this as their 
responsibility (i.e. the credit card fraud defense) but the reality is 
their equipment was compromised due to their negligence.

If the customer is reasonable offer them your cost on the damages so its 
just a passthrough. Otherwise you can take them to court or just send 
them to collections.

BTW while many will advocate fraud detection and mitigation systems 
here, its been my experience (we wrote our own fraud system that 
out-performs our upstream carriers by hours) that if you detect fraud on 
a customer like this, and shut it down in minutes, and mitigate what 
could have been thousands of dollars in damage due to their 
mis-configured systems, reducing it to just tens or hundreds they will 
often still fight that amount and deny responsibility. The fraud system 
protects you, and by extension the customer, but the customers don't see 
it that way.


On 02/19/2014 02:09 PM, John Curry wrote:
> I am new to your site. I was looking in the Archives and saw in 
> November 2013 there were some of you who experienced fraud. We had a 
> an Avaya IP Office customers system who got hit pretty bad. The 
> customer is treating the fraudulent calls like credit card fraud and 
> not taking any responsibility. Does anyone have any advice on how to 
> persuade the customer take this issue seriously?  His bill was racked 
> up pretty good.  Strangely and coincidentally Avaya came out with a 
> security bulletin the end of December 2013 on this same issue.  I 
> tried to contact Avaya with no response. It seems as though someone 
> has built a sniffer for the Avaya IP Offices and gleaning their 
> registrations.
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