Appendix A: Customer Support Information
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 hackers frequently use to obtain information that may help
them gain access to your system or voice messaging system.
- When callers ask for assistance in placing outside or long-distance calls,
ask for a callback extension.
- 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.
- Remove the headset and/or handset when the console is not in use.
