General Info - High Risk Process

CallTower High Risk Process

What is it?

To protect our customers from the risk of fraud, CallTower will follow the below process to authenticate customer contacts before making any high risk changes. This is due to the immediate financial and/or business impact that these changes can cause.

Fraud is a widespread issue and communication methods like email, phone, or chat can all easily be spoofed. To avoid the need to authenticate a customer can provide their CPNI code when opening a ticket or use the Support Portal.

What is considered high risk? 

CallTower considers any requests that may cause immediate customer impact high risk. 

Example requests: 

-Forwarding a number

-Updating an MPOC's (Main Point of Contact) account information.

• Updating a phone number
• Updating an email address
• etc. 

-Any CPNI protected information. 

• Info about other admin accounts
• Where numbers are forwarding
• Network topology
• etc. 

What to expect?

If CallTower determines that a request is considered high risk, the agent will reach out to an active MPOC (Main Point of Contact) on the account and require that they confirm the request before continuing the case. This will usually be in the form of an email or a phone call. 

To avoid the need to authenticate a customer can provide their CPNI code when opening a ticket or use the Support Portal.