Toll Fraud Prevention

What is toll fraud?

Toll fraud is the theft of long-distance telephone service. Toll fraud takes many forms. It is particularly prevalent on phone systems that have not been secured. Toll fraud poses a worldwide problem. Fraudsters can easily rack up many of thousands of dollars in long distance charges before you know it’s happening.

How does it occur?

Fraudsters may attack your telephone system by using various techniques that help them guess the passwords for voicemail boxes. Fraudulent operators access your telephone system if your passwords are easy to guess.

Your responsibilities

Costs associated with calls placed on your phone lines are your responsibility, regardless of whether you authorized those calls or not. For this reason, it is imperative that you take steps to protect your company against toll fraud.

How can you protect your voice system?

Be proactive! Take these important steps to protect against toll fraud. If you do not, it is only a matter of time before you become a victim. Following are some general guidelines to protect your company against toll fraud. We encourage you to take due diligence above and beyond what is listed here.

  1. Toll restriction: International locations are the major destination for toll fraud calls. Block all international numbers and only enable calls to those places that you need to call. If possible, setup passwords for long distance calls. If this is a possibility, change the passwords regularly, and especially when an employee has left the company.
  2. General security: Follow best practices for all security, including monitoring resources for vulnerability, maintaining patches and reviewing logs. Consider utilizing standards-based security add-ons where possible.
  3. After-hours calls: Restrict all outbound after-hours calling.
  4. Limit access: Limit system access to authorized personnel only, even during company business hours.
  5. Passwords: Immediately change the default passwords provided with your phone systems, and include password changes as part of your regular maintenance, and when personnel leave your company. Require complex passwords.
  6. Unused mailboxes and phones: Proactively disable mailboxes and remove all access to outgoing employees immediately. This is not only to protect against retaliation from disgruntled former employees, but also against anyone who may obtain that person’s security information.
  7. External transfer: Restrict call forwarding and call transfer features, especially to external numbers. Program your phone system so that extensions can forward only to known numbers, and restrict all others. Never forward a caller to 901 or 90#.
  8. Software patches: Make sure your phone and voicemail systems are up-to-date and that all current patches have been installed.
  9. Monitoring: Monitor calling patterns and usage on a regular, scheduled basis. High costs can be generated in a very short period of time and will continue until action is taken to stop it.
  10. Block Collect Calls: Block the system from accepting reverse charges on telephone calls – opt for a toll-free number instead.
  11. DISA Numbers: Never publish any phone numbers that could provide direct access to your system (DISA). Change your DISA numbers periodically, and issue a different DISA authorization code for all users. Warn users to never write down their authorization codes.
  12. Invalid Access Attempts: Identify invalid access attempts to your DISA and route them to an operator. Implement DISA ports that drop the line when an invalid code is entered and program your PBX to generate an alarm when an unusual number of invalid attempts are made, and to disable the port after a set number of invalid attempts.
  13. Modems: Eliminate three-way calling on all extensions that use modems. Physically disconnect modems that are not in use.
  14. Firewalls: Restrict access to the SIP port(s) on your PBX to only allow SIP traffic from your provider’s IP address, and block it from any other sources.

Or email sales@nutecelectrotel.com for a professional consultation!

 

IP, digital, analog, telco, hosted, on premise, mobility and call centre, opex, capex…

Confused? Nutec can help!

For requirements ranging from basic small and medium telephone systems to full scale enterprise deployments with unified communications and collaboration, our team will design the appropriate end-to-end solution for you. These may include premise-based systems, hosted systems, or a combination of these.

Custom Designed for your Business and Your Budget

  • Our objective is to become a long-term trusted member of your technology team.
  • Not just the right features and solution, but also the right pricing model. More and more customers are wanting flexible monthly pricing models with price certainty and guaranteed service.
  • Technology changes rapidly as we know and by being a part of your team we can help manage and plan for your businesses changing needs.
  • We can offer information on new or different technology and focus on the big picture for your communication.
  • Started in 1977, Nutec Electro Tel, with its group of professionals, offers voice and security technology products and services to clients from Vancouver Island to Newfoundland.
  • Our clients span from small and medium to enterprise organizations.
  • Our solutions continue to fit businesses in education, government, health care, hospitality, manufacturing, commercial and retail.
  • With offices in Calgary, Camrose and Edmonton, augmented by strategic alliances, such as the NEC Dealers Association, across Canada.
  • Nutec Electro Tel can meet clients’ needs from system installations, upgrades, repairs, maintenance and service.
  • Our partnership approach includes a comprehensive support plan including ongoing training, management, governance and call centre expertise.
  • By developing a deeper understanding of our clients’ business, we can offer appropriate solutions in a timely manner.

We take pride in keeping open minds, listening carefully and developing an understanding and appreciation of the culture, strengths and challenges of those with whom we work.

Partnering with Nutec

Nutec understands the Telecommunication technology life cycle and resources required for a flexible Telecom Solution which is easily managed without being an ongoing burden to internal IT resources.

With this in mind, Nutec works with you from design to installation and then through ongoing operation to establish a partnership which will augment your internal management of the system as required.

If you are looking to upgrade any of your business technology systems, require a new system, require a quotation or additional information on our products and services, please contact us now to start the discussion.

Contributed by Trevor Naish

Voice Documentation

Protect your business, your employees, and your customers.

Productivity
Call reporting and recording can be used to monitor productivity as well as misuse of time and phone lines.

Cost Recovery
Some businesses can bill for their specific phone usage. Law firms are great examples of this type of business.

Customer Care
Traffic reports are useful to ensure customer care standards are adequately being met.

Revenue Generation
Phone calls can be tracked to generate revenue. Care facilities are a great example of this type of application.

Quality Control
Record and monitor the quality of calls to ensure that every phone call is being taken care of to your company’s professional customer service standards.

Performance Review
Call Records can be analyzed to improve agent performance and share relevant information with colleagues.

Compliance
Many businesses are required to comply with regulatory requirements regarding sensitive information.

Dispute Resolution
If an issue is to arise between employee and client over the phone, the call record can be easily extracted and analyzed to help resolve the dispute.

Voice documentation is available for analog, digital and VoIP business communications platforms. Integration into your existing telephone system is not only necessary, it is easy to do.

The advantages of using voice documentation are abundantly clear. When documenting all phone-based communications with your customers you can control liability threats, improve employee performance, enhance the quality of your client interactions and develop an archiving tool all in one shot. Voice documentation is a simple way to ensure that your employees feel protected and knowledgeable at all times, enabling them to consistently deliver a better customer experience.

Or email sales@nutecelectrotel.com for a professional consultation!

Contributed by Mike Szakacs

Any business with multiple offices is coping with the increasing cost of inter-company travel. Many are turning to video conferencing as a substitute. The most successful implementations discover this has a positive impact in a number of areas. These may include cost reduction, carbon emissions reduction, improved productivity, speed of decision-making, and employee work-life balance.

Reduced travel expense has often been touted as the major factor in decisions to invest in video conferencing systems. It costs a lot of money and a lot of time to travel to meet people. Imagine that you have to conduct an important meeting for your company with different people who are dispersed over different places in the world, thousands of miles apart. To bring them together around a table, you need to consider and deal with so many hassles: travel expenses, availability of flight seats, visas, availability of participants at the scheduled time, accommodation, food etc.

On the other hand, some say video conferencing can actually be more efficient than regular face-to-face conferences since the meetings often have a defined start and end time with people calling in from different locations, so a more focused discussion and less chitchat is likely. And, the organizing can be done over email or instant messaging.

Since most communication is nonverbal, video conferencing fills a huge gap that has long existed within organizations using audio alone. A video conference helps managers, knowledge workers, salespeople, and customer-service employees to better convey and understand information that is being shared within projects or engagements.

Sample uses for Video Conferencing

  1. Convene impromptu meetings between co-workers.
  2. Utilize video interviews for recruiting.
  3. Enable your IT help desk to remotely diagnose problems.
  4. Empower the sales team with video sales presentations.
  5. Enhance the results of project meetings.
  6. Effectively administer your business remotely.
  7. Use for courtroom testimony of somebody who does not wish to appear face-to-face.

Exploring the options

There are a number of options from which to choose your video conferencing platform.

1.  Web Real Time Communication (WebRTC)

WebRTC enables peer to peer video, audio, and data communication between two web browsers. This allows for video calling, video chat, and peer to peer file sharing entirely in the web browser, with no plugins.

WebRTC is currently supported by Google Chrome, Mozilla Firefox, and Opera

Why WebRTC is so important for Unified Communications! It is an open standard based on HTML5 and JavaScript. … WebRTC enables many different ways of communicating and collaborating including voice, video, data transfers and even screen-sharing.

When face-to-face meetings are not practical, WebRTC may be the best option available for your video communication. It’s easy and quick to setup while retaining the personal touch and keeping your participants engaged. Will this be your next choice?

2. Collaboration Meeting Manager (CMM)

Video is an amazing connection and collaboration tool. Delivering successful objectives in communication and collaboration involves ensuring that users have the right tools to connect when and where they want. An easy to use, reliable and secure service is a key component. Within the service there could be the requirement for audio connections, video conferencing, file sharing, whiteboard, being able to connect with others who may be using other services, and much more.

This sophisticated voice, video and web collaboration solution is integrated within the NEC UNIVERGE 3C software platform. It equips your employees with the tools they require to improve efficiency and stay informed. Further, it lowers spending by reducing the need for travel.

  • Improves teamwork among colleagues in geographically dispersed locations
  • Enables real-time sharing and exchange of information between co-workers and customers
  • Provides quick and easy scheduling and access to meetings
  • Offers a multi-party video-conferencing display to enable viewing of meeting participants
  • Enables the ability to share Microsoft® Office® documents, PDFs, pictures and videos plus more
  • Offers white-boarding collaboration
  • Reduces travel costs through enhanced collaboration capabilities
  • Increases employee efficiency and productivity
  • Operates across premise, cloud or hybrid environments

3. Room-Based Video Conferencing

Room-based video conferencing solutions are usually hardware solutions that are installed, fixed and configured in your boardrooms or meeting rooms.

Room-based video conferencing comprises of an endpoint unit, which communicates over the standards based protocol, H.323, for communication across IP networks. This means that your unit would be compatible to communicate with most other video conferencing solutions on the same protocol.

They require no additional software or hardware, as the codec is the hardware that communicates with other endpoints and transmits video data and signals.

Pros:

  • All-in-one system that does not require additional software or hardware
  • Host a conference directly from your standalone unit
  • Advanced technology which reduces bandwidth usage and stabilizes video transmission

Cons:

  • May require installation or IT management
  • Fixed solution – not portable

Take Action Today

Call Nutec Electro Tel today to discuss your video conferencing options!

PLEASE HOLD

Have you ever called a business, started explaining what you wanted and been put on hold? Then when the reception picked up your line again you had to start at beginning? Sometimes you may have been put on hold multiple times. This is stressful! Stressful for you and the receptionist or person trying to assist you at the other end.

CUSTOMER CENTRIC STRATEGY

Today many businesses are focused on their customer, as they should be. One thought is that the customer wants to be answered by a live voice which is true, but they also want to be helped as quickly as possible in a non-stressful interaction. Answering the same call multiple times, putting callers on hold repeatedly and stressing out both ends of a conversation are not customer centric actions.

IF YOU CAN’T MEASURE IT, YOU CAN’T MANAGE IT

How many calls do you get a day? If you have multiple people answering calls, are they equally efficient? Do you need more staff answering at different times? How much time do callers spend on hold? How many callers hang up before achieving the goal of their call?

CALL CENTRE SOLUTIONS

You don’t have to be an airline to be a call center. If you have people calling your business, you have a call center. Maybe they are calling by email or text. Still a center where these calls are received. You also don’t have to be a large business to use technology in your call centre to improve interactions with your customers or improve conditions for your staff. If you have times of the day with more callers than people to answer the calls you could benefit from a more formal solution.

CUSTOMER CENTRIC TECHNOLOGY

Queuing calls when all your staff are occupied speeds up the actual call. Your staff do not spend time listening to partial requests. On hold messages can give some callers the information they wanted or direct callers to your web page or other service options. Visual displays let secondary or supervisory staff know that there are more calls waiting. Measurement lets you know if you are improving and meeting your goals. Staff are more relaxed because they don’t not hear phones ringing all the time and they are focused, one on one, with each individual call.

TAKE ACTION TODAY

Nutec helps plumbers, IT firms, municipalities, doctors, dentists and help desks with call centre technology, advice and solutions.

Watch this 7 minute video on call centre technology https://www.youtube.com/watch?v=hZlpIi4t5Fc

Call Nutec (800) 898-3336 for a discussion about your call centre.

Submitted by Trevor Naish

Nutec Electro Tel in the Community

On Saturday, May 25, 2019 Nutec Electro Tel participated in the Camrose Open Door Association Charity Golf Tournament. Chris MacKay, Brent Steeves, Myles Steeves, and Erick Preza were our team members at this event!

The Camrose Open Door Association is a regional non-profit organization that offers support services and hope to youth in need between the ages of 11 and 24. The Open Door offers support, effective services, and a safe place for youth in need to grow and transition into successful adulthood, becoming contributing members of the community.

The Cambridge Advanced Learner’s Dictionary & Thesaurus defines “get real!” as a statement used for telling someone that they should try to understand the true facts of a situation and not hope for what is impossible.

WebRTC (Real Time Communications) is now REAL and POSSIBLE! WebRTC is nearly instant with minimal latency. Messages are not stored between transmission and reception, providing a peer-to-peer, rather than broadcasting or multicasting, transmission.

As you scrutinize new technologies such as WebRTC and its capabilities, you may ask, “How will they fit my enterprise?” “Will they live up to the hype?” WebRTC is the latest set of technologies for enterprise communication solutions, connecting between browsers over peer-to-peer connections. It uses Real-Time Protocol to transfer audio and video, offering significant advantages for customers to include real time communication in a wide variety of applications. These include video conferencing, file transfer, chat, or desktop sharing without the need of either internal or external plugins.

nec-webrtcThe NEC SV9100’s InUC (Real-Time Communications) provides highly cost-effective video and collaboration, working seamlessly within your IT environment. SV9100 users are able to quickly set-up audio and video connections between two or more PCs or devices from anywhere with an internet and VPN or LAN connection. This functions via Google Chrome on a PC or Android device for video conferencing, document and screen sharing for up to 32 users (up to 8 participants in each of 4 virtual rooms). It’s ideal for live software demos and presentation slideshows. This facilitates learning and making meaningful connections within a digital work place.

When face-to-face meetings are not practical, WebRTC may be the best option available for your video communication. It’s easy and quick to setup while retaining the personal touch and keeping your participants engaged. Will this be your next choice?

Get Face-to-Face

Video conferencing is a great tool to help boost the return on investment (ROI) in your communications system. Benefits include saving time, resources, and money because you connect face-to-face online without having to leave the office. It is versatile, easy-to-use, and functional. Reduced travel expense has often been touted as the major factor in decisions to invest in video conferencing systems. It costs a lot of money and a lot of time to travel to meet people. Imagine that you have to conduct an important meeting for your company with different people who are dispersed over different places in the world, thousands of miles apart. To bring them together around a table, you need to consider and deal with so many hassles: travel expenses, availability of flight seats, visas, availability of participants at the scheduled time, accommodation, food etc.

On the other hand, some say video conferencing can actually be more efficient than regular face-to-face conferences since the meetings often have a defined start and end time with people calling in from different locations, so a more focused discussion and less chitchat is likely. And, the organizing can be done over email or instant messaging.

Since most communication is nonverbal, video conferencing fills a huge gap that has long existed within organizations using audio alone. A video conference helps managers, knowledge workers, salespeople, and customer-service employees to better convey and understand information that is being shared within projects or engagements.

As sales involves collaboration with customers and a sales team, you can employ video conferencing to support sales activities such as sales presentations, training sessions, and hosting product demos.

Video conferencing has been used to train sales people, interface with customers and close business more quickly. One financial services firm deployed video conferencing to allow their subject matter expert to be in more places more quickly. In the past, he had to travel to each site, make a presentation and then fly home. With video conferencing, he is able to connect more sites together at the same time. This gets his information out more quickly to more people. As a result, revenue has grown and the salesperson has less wear and tear on his body. He stated, “Before video conferencing, I was exhausted. Now I travel less, see more people and close business more quickly.” ~ S. Ann Earon, Ph.D. President, Telemanagement Resources International Inc.

Business TrainingBusinesses today are transforming the way company-wide training is conducted. Company personnel are no longer required to leave the comfort of their homes and offices. By introducing online training through video conferencing, not only are businesses able to drastically reduce the cost of travel but they also see an increase in employee productivity and job satisfaction.

Video via cellular
Mobile video conferencing is the future, and it’s advancing at a tremendous rate. Most video conference systems now enable the use of mobile devices for participating in a video conference, you can have effective visual communication without restrictions on time or place. You can join a video conference from a location outside of the office, while you are on the go, or from your own home using a mobile device. There’s a world of opportunity waiting for you; all you have to do is explore it!

The growing trend to use video calls will continue to change how people interact with one another and overcome some of the past reluctance to choose video conferencing. Today’s youth expect video as an almost default collaboration tool. In a survey by Redshift Research, 75 percent of the young professional respondents say they will not settle for low quality. This expectation results from growing up with technology that continues to improve rapidly.