I need some help please. To paint a picture - I am new to a company, roaming international IT service desk, very basic phone system managed by an external low grade host, existing limited knowledge onsite. Too many questions, nowhere to obtain answers..
My issue is I manage 5 toll free 0800 numbers into a call centre. One 0800 number in particular has an IVR and a roaming group so the termination point varies between 6 different extensions. The basic system in use means I am unable to track a specific call to a specific termination point and the information I can pull only shows the inbound call information such as date, time, duration, number called from and cost of call. I am unable to generate any report showing outbound calls from specific DDIs to marry up the number inbound/outbound to find where it terminates each time.
I have a nuisance caller that is phoning one of my 0800 numbers from a mobile phone at various times of the day and on weekends (we operate Mon - Fri, 8am - 5pm and after that time the 0 option for a human operator is removed and reverts to an after hours message termination message) and is showing that each time the call terminates within the roaming group within my dept, the duration is between 15-27mins. I have nobody in the office at 2.36am (verified by security) so am wondering if this person, who has knowledge of our phone system, has circumvented the system somehow.
1) Internal phone has been redirected to a specific external phone number and the nuisance caller is entering that extn when prompted to be redirected to the same person
2) Nuisance caller follows IVR prompt (>push 1 if you know the extn, >please enter the extn and then press #) but is then able to dial out externally. (I tried this today but was unable to dial externally using our standard 1 for an outside line).
3) Nuisance caller has a mate at Telecom and has hooked up 0800 Follow Me on a virtual extn that does not have a physical phone. Very basic phone system does not allow regular reporting of active extn's hence why it hasn't been captured previously.??
My external low grade host has graciously offered to charge me $5 to have the caller's number blocked but isn't really interested in assisting to resolve the issue. However that may be due to the nuisance caller accounting for 62% of my recent invoice from them. If I block that number, the nuisance caller will simply use a different inbound mobile number so I need to find out how it's happening. Telecom are only able to issue a nuisance warning which may be appropriate in the future however I need to find out how it's happening to avoid it happening again. I have identified the caller so I am not concerned they will be hard to find, I just have no idea what or how they are doing this.
Does anyone have any ideas/suggestions/questions/advice? My company has long used this 0800 number so changing it is not an option. Nor is investing in a more suitable phone management solution at present.