If the called party feels threatened, the calls are illegal. If you admitted that the calling party exists, much less acknowledged that they are a customer of yours, you are probably close to violating your CPNI obligations to the calling party. That'll cost up to $130,000 per incident. Don?t worry, it's capped at $1,300,000, so you should be fine. Luckily, you don't really have to know what to do. You are always free to report what you know to the police and let them take whatever action they deem appropriate. David Hiers CCIE (R/S, V), CISSP ADP Dealer Services 2525 SW 1st Ave. Suite 300W Portland, OR 97201 o: 503-205-4467 f: 503-402-3277 -----Original Message----- From: voiceops-bounces at voiceops.org [mailto:voiceops-bounces at voiceops.org] On Behalf Of anorexicpoodle Sent: Monday, June 21, 2010 6:40 PM To: Carlos Alvarez Cc: voiceops at voiceops.org Subject: Re: [VoiceOps] Handling complaints against customers While IANAL and anything from this point on should be understood to reflect only my meandering experience and not any actual facts; that said, my response to this sort of thing is typically: 1: Is this behavior illegal? 2: Is this behavior forbidden in the TOS? 3: Is this behavior potentially harmful to the network? If the answer to all of those was NO, i would politely tell the complaining party that you are a carrier and do not police the content of the traffic that crosses your network, and their best bet would be to file a complaint with their local police dept and/or pursue the issue by blocking the calls at their carrier (you could of course offer to become their carrier and block the calls :) ) As always since I don't know the exact scope of the infraction its hard to say but thats the general thought process I follow when handling claims of this type. Of course if any of the 3 questions are answered with yes then your course of action should be self-evident. Just remember to take all your local laws and regulations into account before acting at all, and also since you are a voip carrier also consider the local laws where the subscriber and complaining party might be located. -anorexicpoodle On Mon, 2010-06-21 at 18:02 -0700, Carlos Alvarez wrote: We're a small company and haven't run into this before. I just got a complaint that one of our customers has been calling a certain number and hanging up. Other than the obvious, telling the customer to stop it, I'd appreciate any suggestions and thoughts on this. This message and any attachments are intended only for the use of the addressee and may contain information that is privileged and confidential. If the reader of the message is not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any dissemination of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail and delete the message and any attachments from your system.

Ujjval Karihaloo wrote:

This is most likely Phone-phishing, unless your customer is really making these calls.

Someone is probably spoofing their number and making these calls. There is no way for you to track such a thing. The terminating carrier has to trace it to see where the call originated from. We have these incidents, but even Level 3 cannot trace this, since it actually never hit their network.

We verified that they did make several calls. Not as many as the complainant claimed, but a few. They're a SIP trunking customer so I can't ID the specific person, just told them to stop it. -- Carlos Alvarez TelEvolve 602-889-3003

Sounds like you're OK, then. David Hiers CCIE (R/S, V), CISSP ADP Dealer Services 2525 SW 1st Ave. Suite 300W Portland, OR 97201 o: 503-205-4467 f: 503-402-3277 -----Original Message----- From: voiceops-bounces at voiceops.org [mailto:voiceops-bounces at voiceops.org] On Behalf Of Carlos Alvarez Sent: Tuesday, June 22, 2010 8:49 AM Cc: voiceops at voiceops.org Subject: Re: [VoiceOps] Handling complaints against customers Hiers, David wrote:

If the called party feels threatened, the calls are illegal.

If you admitted that the calling party exists, much less acknowledged that they are a customer of yours, you are probably close to violating your CPNI obligations to the calling party. That'll cost up to $130,000 per incident. Don?t worry, it's capped at $1,300,000, so you should be fine.

Don't know what you mean. Admit to who? We were advised by the carrier that provides the DID number for the customer (who would not have been the carrier terminating the outbound call). We've had no dialog with anyone other than our customer, and won't. I'm curious how they got the complaint, and so quickly no less. The calls were Friday and Monday and we were advised in the afternoon on Monday. -- Carlos Alvarez TelEvolve 602-889-3003 _______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops This message and any attachments are intended only for the use of the addressee and may contain information that is privileged and confidential. If the reader of the message is not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any dissemination of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail and delete the message and any attachments from your system.