[Asterisk-Users] Overheard conversation. Comments please !

[Wiley Siler]

The call bridge is the onoy thing that seems suspect.

Can an internal user do a 3-way to an external site?  If so, this could
explain how someone else could hear a conversation but it would mean
that the agent did something really dumb like conference in another
individual who had no access to your companies info. 

Other than something like that, I inclined to think this has to be the
provider.  Have you contacted BT yet?

W


-----Original Message-----
From: asterisk-users-bounces at lists.digium.com
[mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Asterisk
Sent: Thursday, April 14, 2005 12:50 PM
To: Asterisk Users Mailing List - Non-Commercial Discussion
Subject: Re: [Asterisk-Users] Overheard conversation. Comments please !

Many thanks for your help,

I have no idea about the provider. We use BT, which a lot of other
people do.

I must confess that my first thoughts were "It must be a BT problem". 
But a little niggle entered my mind concerning ChanSpy - it was in use
at the time. I just can't think of how this could happen internally.

Julian
Wiley Siler wrote:
> Do you share the same ISDN provider?  Assuming all your VoIP is behind

> a firewall and your only publicly exposed comms are across your ISDN, 
> how could the problem be anywhere but upstream of you and obviously an

> issue with the ISDN provider.  If you do not know where to start then 
> do process of elimination.  Are any of the clients able to bridge 
> calls in any way?  Is this an issue of an agent conferencing in 
> another person over a back PSTN line or something like that?  Just
work through them.
> My first reaction is that this would have to be outside your control 
> if your clients all reside in a secure area.
> 
> W
>  
> 
> -----Original Message-----
> From: asterisk-users-bounces at lists.digium.com
> [mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Asterisk
> Sent: Thursday, April 14, 2005 12:14 PM
> To: Asterisk Users Mailing List - Non-Commercial Discussion
> Subject: [Asterisk-Users] Overheard conversation. Comments please !
> Importance: High
> 
> I've just been informed of a disturbing event at our call center. We 
> run
> 
> 20+ agents taking inbound and outbound calls through the queue system,
> and use chan_spy to monitor ongoing conversations.
> 
> My supervisor received a phone call from another call center (nothing 
> to
> 
> do with us, in fact they are 200 miles away) stating that they 
> overheard
> 
> a conversation between ourselves and one of our customers that we were

> speaking to at the time. He was able to give reference numbers and 
> names, (and financial circumstances) so he obviously did hear this 
> conversation.
> 
> We are running CVS head as of 10 days ago, using TE410p on 32channel 
> ISDN primary line.
> 
> Has anyone else ever heard of something like this happening ? My boss 
> is
> 
> going apeshit talking about the DPA (data protection act) and wants 
> answers like yesterday. Quite frankly, I have no idea on where to 
> start to look for something like this.
> 
> Julian.
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