How to Identify Fraud Using Call Logs (CDRs)
Call logs, known as call detail records (CDRs), contain vital data that can help uncover fraudulent activities within your phone system. This guide will explain what CDRs are, how to interpret them, and how to use this information to prevent fraud.
Understanding Call Detail Records
When you check your phone history, you typically see basic details like who called, the time, and how long the call lasted. However, full CDRs store far more data, including the call’s route, the device it was made from, and any technical issues that occurred.
Phone companies rely on this data to maintain their networks, but businesses can use it to protect against phone fraud, especially if they operate large or complex phone systems. Fraudsters often target vulnerable VoIP (Voice over Internet Protocol) or landline systems, and CDRs can help detect suspicious behavior before it causes damage.
In this guide, we'll explore how to access CDRs, how to read them, and how to use them to spot fraudulent activities like toll fraud and traffic pumping.
Accessing and Interpreting Call Data
If your business doesn’t host its own phone system, you can usually find your CDRs through the same platform you use to manage your VoIP or call center software. Look for sections like "Call Logs" or "Call History."
Here are some common fields you’ll see in a CDR:
- Caller’s Number: The phone number that initiated the call.
- Receiver’s Number: The number that received the call.
- Date and Time of Call: The exact date and time the call started.
- Length of Call: How long the call lasted.
- Call Type: Whether the call was incoming or outgoing.
- Call Location: The geographical origin of the call.
Administrators or IT personnel may have access to more detailed information, like device details, user data, and error reports. This extra data is valuable for tracking call origins, diagnosing system issues, and identifying unusual call activity that could suggest fraud.
Using Software to Simplify CDR Analysis
With the large amount of information stored in CDRs, manually reviewing them can be overwhelming. This is where modern call center software becomes essential. These tools gather and organize the data, making it easy to identify trends, patterns, or any suspicious anomalies.
The software presents this analysis through simple dashboards or reports, helping businesses monitor call activity, improve customer service, handle billing, and comply with regulatory requirements.
Detecting Fraud Through Call Data
Beyond improving business operations, CDRs are highly effective for fraud detection. By examining call data, you can quickly spot unusual activity that may indicate fraud, such as unexpected increases in call volume or calls to risky destinations.
Here are three common phone fraud schemes and how to identify them using CDRs:
1. Hacking of Business Phone Systems (PBX Fraud)
PBX fraud happens when hackers break into a company’s phone system to make unauthorized, expensive calls. To protect against this, set up alerts that notify you of unusual call patterns, such as large call volumes outside of business hours or to high-cost numbers. Blocking these destinations can prevent significant losses.
2. International Toll Fraud (IRSF)
This scam involves using your phone system to make premium-rate international calls, allowing fraudsters to share in the revenue. CDRs help spot these fraudulent calls by revealing discrepancies between the caller’s location and the call’s origin. Blocking unauthorized numbers and restricting international calling can prevent this type of fraud.
3. Excessive Domestic Call Volume (Traffic Pumping)
Traffic pumping fraud occurs when bad actors inflate call volumes to certain numbers, typically in low-traffic or rural areas, to exploit higher fees. To detect this, look for an unusual number of calls to a specific number, particularly if it’s in a rural area or toll-free. Short-duration calls that fly under the radar may also be a sign of fraud.
Final Thoughts
Call detail records are a critical tool for identifying and preventing phone fraud. By regularly reviewing your CDR data and using software to analyze it, you can protect your business from fraudsters and ensure your phone system runs securely and efficiently.
