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: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] 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: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] 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 > [email protected] > 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 > [email protected] > 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 [email protected] 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 [email protected] http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
