SWITCHBOARD TOLL FRAUD

Toll Fraud through operator deception, also referred to as “Social Engineering”, occurs when long distance thieves use clever ruses to obtain switchboard operator assistance in placing long distance calls. Hundreds of thousands of fraudulent toll calls are placed through switchboards each year.

In one common variation, the thieves enter a company’s system either through a local access number or an “800” number. After being transferred to an extension they ask to be transferred back to the operator. Often, they will note the name of the person who answered, engage them in a brief conversation to determine the extension called, apologize for having reached the wrong number, before asking to be transferred back to the operator.

When the call is transferred back to the switchboard operator, it appears to be an internal call. Posing as the employee, the thieves explain to the operator that they are having difficulty dialing out and request assistance. These fraudulent long distance calls are billable back to the agency. Your agency switchboard operator can follow one of the following options to avoid these fraudulent calls:

• Operator Call Back: When requested to provide assistance by dialing an outside number, get the caller’s name and extension. Call the extension back to verify that person made the request and then assist them by making the call.
• Verbal Password Procedures: A verbal password or code could be used within your agency. The caller would have to provide the password before the operator would place the call. This password would be changed frequently and be available through a direct request to the agency head or other designated personnel.
• Verify, Validate and Log All Long Distance Calls. Upon receipt of a telephone bill, the system administrator should forward it to the appropriate managers and supervisors who in turn review their portions of the bill and verify that all calls were related to company business.

Exceptions would be noted and forwarded back to the system administrator for investigation and/or reimbursement through billing the responsible staff member.

In these times of tight budget constraints, it is imperative that agencies review all telecommunication billings for accuracy and fraudulent charges. If you wish to receive copies of your department’s call detail, contact the Division of Communications at 402/471-2761. We can direct you to your agency Communications Coordinator where you can find out what steps may be required to receive this information on a monthly basis.

(This article is taken from the publication, Toll Fraud & Telabuse: A Multibillion Dollar National Problem, written by John J. Haugh, Esq., from Pasha Publications, Inc., 1996.)

How Does Nebraska Use Language Line?

Through Language Line Services, the State of Nebraska has the ability to use over-the-telephone interpretation services to communicate with non-English speaking clients. Below are some interesting statistics on Nebraska’s use of the services for the period of January through June 2002.

Top 5 Languages Requested in 2002:

SPANISH 92.1%

VIETNAMESE 3.1%

ARABIC 1.4%

RUSSIAN 0.6%

BOSNIAN 0.5%

Division of Communications Video Library

Don’t forget that the Division of Communications has a video training library. Agencies may borrow any of the videos for a period of seven working days. Here are some topics that are covered: “Determining Caller Needs”, “From Curt to Courteous”, “Escape from Voice Mail Jail”, and “How to Handle Irate Callers” to name a few. To obtain a complete listing of the videos or to reserve a video, please contact Vicki at (402) 471-2761 or email her at vmcelroy@doc.state.ne.us.

What Are All These Charges on My Bill?

Here is an explanation of recurring charges that may appear on your telecommunications billing.

Federal Access/Subscriber Line Charge: This is a charge set by the FCC to cover part of a local telephone company’s cost of operating and maintaining its local telephone network.

Local Number Portability Charge: This charge allows you to keep your existing telephone number when you change service providers, or where feasible, when you move within the same company’s exchange area.

Nebraska Universal Service Fee: This charge was set by the Nebraska Public Service Commission to provide funds to local exchange carriers (LECs) to assist in the provision of services to high-cost customers.

Telecommunications Dual-Party Relay Service Fee: This is a charge set by the Nebraska Public Service Commission to provide a statewide network to allow communication between hearing-and speech-impaired customers and individuals without such disabilities.

Universal Connectivity Charge: These are charges assessed by the long distance company to support low income consumers, consumers in the high-cost areas, and support for schools, libraries, and rural health care providers.

Please contact the Division of Communications at(402) 471-2761 or on the web and choose the Administration/Customer Service page, if you have any questions about your billing.

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