asterisk users - Apr 2005 - Overheard conversation. Comments please !

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.

Do you have a firewall between * and the internet?

Have you limited the IP address ranges that have access to *

Did you determine if the other call center uses the same telco, may the
telco has an issue.
> -----Original Message-----
> From: asterisk-users-bounces@lists.digium.com [mailto:asterisk-users-
> bounces@lists.digium.com] On Behalf Of Asterisk
> Sent: Thursday, April 14, 2005 1:14 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.
> _______________________________________________
> Asterisk-Users mailing list
> Asterisk-Users@lists.digium.com
> http://lists.digium.com/mailman/listinfo/asterisk-users
> To UNSUBSCRIBE or update options visit:
>    http://lists.digium.com/mailman/listinfo/asterisk-users

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@lists.digium.com
[mailto:asterisk-users-bounces@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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http://lists.digium.com/mailman/listinfo/asterisk-users
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   http://lists.digium.com/mailman/listinfo/asterisk-users

I've actually ran in to something similar. Though luckily it hasn't
happened in a while.

I've gotten at least 4 complaints of an in-progress call all of a sudden
being able to hear (but not speak to) another conversation that is in
progress. I've never been able to track it down, but I'm running 1.0.6
WITHOUT chan_spy, and SPA-2000's with analog phones.

I agree, it is very disturbing, but I'm not 100% sure it is Asterisk
related. 


On Thu, 2005-04-14 at 20:13 +0100, Asterisk wrote:
> 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.
> _______________________________________________
> Asterisk-Users mailing list
> Asterisk-Users@lists.digium.com
> http://lists.digium.com/mailman/listinfo/asterisk-users
> To UNSUBSCRIBE or update options visit:
>    http://lists.digium.com/mailman/listinfo/asterisk-users
-- 
Mike Benoit <ipso@snappymail.ca>
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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@lists.digium.com
[mailto:asterisk-users-bounces@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@lists.digium.com
> [mailto:asterisk-users-bounces@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.
> _______________________________________________
> Asterisk-Users mailing list
> Asterisk-Users@lists.digium.com
> http://lists.digium.com/mailman/listinfo/asterisk-users
> To UNSUBSCRIBE or update options visit:
>    http://lists.digium.com/mailman/listinfo/asterisk-users
> _______________________________________________
> Asterisk-Users mailing list
> Asterisk-Users@lists.digium.com
> http://lists.digium.com/mailman/listinfo/asterisk-users
> To UNSUBSCRIBE or update options visit:
>    http://lists.digium.com/mailman/listinfo/asterisk-users
> 
> 
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   http://lists.digium.com/mailman/listinfo/asterisk-users

On Thu, Apr 14, 2005 at 08:13:51PM +0100, Asterisk
wrote:
> 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.
> _______________________________________________
Not a Telco guru, but I've seen that happen, though it was on an analog line
here in the states at home. They were wet, or something like that, according
to PacBell. We could hear a neighbor (well, they lived probably 500' away,
and
around a corner) and they could hear us. It kept getting worse to the point
that it was like all 4 people were in a conference call. Initiating a new call
didn't help.

Patrick

What kind of voip phone? Is it possible the user conferenced 3 calls
inadvertently? Easy to do on some multi call appearance phones (snom in
particular)
> -----Original Message-----
> From: asterisk-users-bounces@lists.digium.com [mailto:asterisk-users-
> bounces@lists.digium.com] On Behalf Of Asterisk
> Sent: Thursday, April 14, 2005 1:14 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.
> _______________________________________________
> Asterisk-Users mailing list
> Asterisk-Users@lists.digium.com
> http://lists.digium.com/mailman/listinfo/asterisk-users
> To UNSUBSCRIBE or update options visit:
>    http://lists.digium.com/mailman/listinfo/asterisk-users

> -----Original Message-----
> From: asterisk-users-bounces@lists.digium.com [mailto:asterisk-users-
> bounces@lists.digium.com] On Behalf Of Patrick May
> Sent: Thursday, April 14, 2005 1:59 PM
> To: Asterisk Users Mailing List - Non-Commercial Discussion
> Subject: Re: [Asterisk-Users] Overheard conversation. Comments please
!
> 
> On Thu, Apr 14, 2005 at 08:13:51PM +0100, Asterisk wrote:
> > 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.
> > _______________________________________________
> 
> Not a Telco guru, but I've seen that happen, though it was on an
analog
> line
> here in the states at home. They were wet, or something like that,
> according
> to PacBell. We could hear a neighbor (well, they lived probably 500'
away,
> and
> around a corner) and they could hear us. It kept getting worse to the
> point
> that it was like all 4 people were in a conference call. Initiating a
new
> call
> didn't help.
> 
> Patrick
> _______________________________________________
The user stated that the line is PRI ISDN, not likely to be a physical
short as that would take the digital line out, not produce crosstalk,
had to be a switching issues with the telco or *, or user (agent) error.

Exactly.  Time to check the CDR....

W
 

-----Original Message-----
From: asterisk-users-bounces@lists.digium.com
[mailto:asterisk-users-bounces@lists.digium.com] On Behalf Of Damon
Estep
Sent: Thursday, April 14, 2005 1:25 PM
To: Asterisk Users Mailing List - Non-Commercial Discussion
Subject: RE: [Asterisk-Users] Overheard conversation. Comments please !

What kind of voip phone? Is it possible the user conferenced 3 calls
inadvertently? Easy to do on some multi call appearance phones (snom in
particular)
> -----Original Message-----
> From: asterisk-users-bounces@lists.digium.com [mailto:asterisk-users- 
> bounces@lists.digium.com] On Behalf Of Asterisk
> Sent: Thursday, April 14, 2005 1:14 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.
> _______________________________________________
> Asterisk-Users mailing list
> Asterisk-Users@lists.digium.com
> http://lists.digium.com/mailman/listinfo/asterisk-users
> To UNSUBSCRIBE or update options visit:
>    http://lists.digium.com/mailman/listinfo/asterisk-users
_______________________________________________
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http://lists.digium.com/mailman/listinfo/asterisk-users
To UNSUBSCRIBE or update options visit:
   http://lists.digium.com/mailman/listinfo/asterisk-users

Wiley Siler wrote:
> 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
In theory, but no-one has ever done so.
> 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?
I will be doing so tomorrow. Rest assured :)

Julian
> 
> W
>

Good luck!  So far an upstream switching issue is really sounding most
probable.
You should grab the CDRs from that time frame to verify no 3-way and
then tell 
BT when it happened exactly.  Might not tell you squat but worth a try.

W
 

-----Original Message-----
From: asterisk-users-bounces@lists.digium.com
[mailto:asterisk-users-bounces@lists.digium.com] On Behalf Of Asterisk
Sent: Thursday, April 14, 2005 2:41 PM
To: Asterisk Users Mailing List - Non-Commercial Discussion
Subject: Re: [Asterisk-Users] Overheard conversation. Comments please !

Wiley Siler wrote:
> 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
In theory, but no-one has ever done so.
> 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?
I will be doing so tomorrow. Rest assured :)

Julian
> 
> W
> 
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http://lists.digium.com/mailman/listinfo/asterisk-users
To UNSUBSCRIBE or update options visit:
   http://lists.digium.com/mailman/listinfo/asterisk-users

Hello,
I don't think this is an * issue, it was more likely the telecom you  
connect to having some kind of issues. If they hacked your * box, they  
would not likely call you and tell you. Unless they have some reason to  
show you down and they made the call themselves.
l.


In data Thu, 14 Apr 2005 20:13:51 +0100, Asterisk <asterisk@dotr.com> ha  
scritto:
> 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.
-- 
Assum est, versa et manduca.