atcomsystems.ca/forum Forums TDM Business Telephone Systems NEC Telephones & Systems Electra Elite IPK Outdialling Issue

We have a customer with an IPK who had someone access the system from the outside and place some calls to East Timor at around 4am Pacific Time. They have had international dialing removed from their long-distance plan since (as of yesterday) which should resolve that problem, but how is this accomplished and how can it be restricted. The caller is getting the auto-attendant after hours so they are able to do something from there. My guess is that there is some kind of DISA trunk that's been set up and that trunk-to-trunk transfers have been enabled, but there's probably more to it.

Unfortunately I don't know what voice mail model is installed, although I do have the software version, key serial number, driver version and firmware version if any of that is of any help before I roll the truck to the customer site. And more unfortunately I am woefully ignorant of NEC systems, we haven't installed any in many years, before I started working for the company, but at the moment I am the one who has to try to resolve this, or locate a competent tech to refer them to.

Any help/clues would be seriously appreciated!

Typically, this involves invading the voicemail and using either notifications or transfer to connect DID calls to a new number overseas.

Step one is to check all transfer and notifications settings on all mailboxes. This can be done most easily through CoSessions and a laptop.

It can also be done by logging into each individual mailbox, or by logging in as admin and deleting and rebuilding all mailboxes (which will destroy any messages in the mailboxes!) (NOT RECOMMENDED!)

Look for "transfer? Yes--> 9," and change anything of that sort immediately to "transfer? Yes --> X" so that calls to the auto-attendant will be transferred to the extension, not to an outside line.

Also look for notifications to 9,011xxxxxxxxxx or 011xxxxxxxxxx, as these are set up, when a message is received, to notify an overseas phone number that a message was rec'd. Delete these numbers from the notification column entirely.

Then, put a non-obvious passcode on EVERY mailbox (This includes John Q. Curmudgeon that doesn't want to fuss with no passwords), i.e., mailbox 103 should NOT have passcode "103" or "8103" or etc. If a customer insists that he can't have a passcode, make him sign a statement to that effect.

Also change the admin mailbox passcode, and write it down. I usually also install a standard second admin mailbox (EliteMail / Active-voice allows two admin mailboxes) with a standard and not-obvious passcode.

Now your machine is clean.

You may also have had individual extensions set to "call forward all-external" with the East Timor number as a CFA point, but that is rare for an IPK, and would almost necessarily need an inside man.

Thanks for the reply! Now to locate a copy of CoSession, which has proven elusive in my searches. It's a small office, 6 extensions, is it possible to accomplish what you outlined from the keysets?

Thanks again!

Woohoo! Customer found CDs that came with the system and CoSession is on one! My lucky day.

Thanks again!