Appendix A: Customer Support Information
Detecting Toll Fraud
To detect toll fraud, users and operators should look for the following:
- Lost voice mail messages, mailbox lockout, or altered greetings
- Inability to log into voice mail
- Inability to get an outside line
- Foreign language callers
- Frequent hang-ups
- Touch-Tone sounds
- Caller or employee complaints that the lines are busy
- Increases in internal requests for assistance in making outbound calls
(particularly international calls or requests for dial tone)
- Outsiders trying to obtain sensitive information
- Callers claiming to be the "telephone" company
- Sudden increase in wrong numbers
