David Morrow. Preventing PBX Fraud. -basic steps to help secure your PBX. prevention will always be cheaper than cure

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1 David Morrow Preventing PBX Fraud -basic steps to help secure your PBX prevention will always be cheaper than cure

2 Contents 1 About the Guide 3 2 What you need to know 3 3 What you need to Do 6 4 If you think you re a Victim 9 2 FraudFit.com Preventing PBX Fraud

3 1 About the Guide Data held by Action Fraud shows that PBX fraud is the most commonly reported form of cybercrime. Recent reports suggest that criminals are now targeting organisations that may be less aware of the risks, particularly charities and schools, so this guide has been published to raise awareness and provide a resource to help protect them and other vulnerable users. 2 What you need to know 2.1 PBX Background PBX is a telecoms industry term for a switchboard; it s an abbreviation for Private Branch Exchange and is often used interchangeably with PABX (Private Automatic Branch Exchange). Switchboards were originally large pieces of manually operated equipment where operators would physically connect calls by plugging in leads to complete the circuits between callers. Over time, the equipment reduced in size and cost and where PBXs were previously only found in large organisations they are now common. Not only have they reduced in size, they are now predominantly software based, giving rise to the term soft PBX. PBX s can provide a wide variety of features including: Direct Inward System Access (DISA) Voic Remote system management Interactive Voice Response (IVR) systems e.g. Press 1 for Sales, etc. Call forwarding. PBXs initially supported circuit switched traffic, but modern PBXs support multiple technologies, e.g. circuit switched, packet, VoIP, etc. A modern PBX is essentially a computer and it s connected to the internet; it s vulnerable to hacking in the same way as any other computer and its also vulnerable to any weaknesses in the connecting technologies. FraudFit.com Preventing PBX Fraud 3

4 2.2HowdoesPBXFraudwork? In the past, international telecoms services were an expensive commodity and access to free calls was a real commercial opportunity. Most PBX s were supplied by large manufacturers and so hackers used war diallers (which dialled through number ranges sequentially) to identify PBXs and try the manufacturer s default access codes. Hacked PBXs were commonly used for international call selling, for illegally boosting premium rate revenue or to anonymise hacking activity. As the retail cost of telecoms services reduced and telecoms managers became better at countering security risks, the incidence of PBX fraud was reduced, although it never disappeared. Now PBXs have become more affordable and available to organisations without the knowledge or experience of telecoms fraud, the fraud losses have been climbing. Fraud occurs where fraudsters obtain unauthorised access to a PBX and use it to make calls for which the PBX owner will be charged. Fraudsters generally make money from PBX fraud in one of two ways: 1. Re-selling international calls made through the PBX 2. Generating calls to revenue share numbers, including Premium Rate Services in order to collect a share of the revenue. The fraudulent PBX traffic is typically generated at night and/or over a weekend or holiday period when there is little or no system supervision. Sometimes the attack is detected and blocked by the communication service provider but victims may remain unaware of the fraud until they receive an invoice for excessive unauthorised call traffic. 2.3 Who ownstherisk? This can be complicated. Is the PBX owned or leased? Is there an installation/maintenance contract? Do you have more than one communication service provider? Is it a managed service? If so, does this include fraud prevention/detection? Is someone in your organisation responsible for PBX security (and has anybody told them)? 2.4 Methods of Attack Social Engineering this is the process of obtaining information or privileges under false pretences to commit fraud. PBX hackers might call a number within a company and make an excuse to get transferred back to the operator. On doing so, the operator sees the call as an internal call and may be persuaded to give help with dialling an international number. Alternatively, employees may be persuaded to give out access codes and PINs, perhaps by a PBX hacker masquerading as a telecommunications engineer. This information will help the hacker to access the PBX. DISA (Direct Inward Service Access) - this is a feature which allows employees working away from the office to make calls via their company s PBX as if they were in the office. Hackers can take advantage of this feature to make calls to international or premium rate numbers. Massive frauds are possible in a very short time. 4 FraudFit.com Preventing PBX Fraud

5 Voic - PBX hackers may be able to obtain access to the voic system and gain administrator privileges. This will enable them to take control of the system, make high-cost illicit calls, re-record welcome messages and lock out legitimate users. System maintenance and administration ports these ports enable engineers to configure the equipment. This may be remotely or on site via a dedicated terminal or console. Most systems have logical access barriers in the form of a password, PIN, dial back or a combination of these. If the PBX hacker can gain access he may configure the system to provide international lines, seize control of the system or even make the system unusable (e.g. a denial-of-service (DoS) attack). Call forwarding/divert - this is the ability to forward calls to another location (e.g. home or mobile) when the extension user is absent. PBX hackers, having re-configured the system via the maintenance port, can now set up call diverts and/or conference calls remotely. Alternatively, corrupt staff members, contractors or even cleaners could divert an extension (usually in the evening or over a weekend or holiday period) to an international or premium rate number. The extension number can then be sold onwards or exploited directly in a revenue fraud. Automated attendant - as with voic systems, it may bepossible to dial a prefix to obtain an outside line, e.g. PBX hackers dial into an automated attendant service, simply dial 9 for an outside line and can then call externally, including international numbers. IP-PBX attacks these use scanning software to attack the SIP-port of the IP-PBX (port 5060). A UDP-flooder is used to destabilise the PBX in a denial-of-service (DoS) attack which overloads IP- PBX and allows hackers to take control. Those of you familiar with current communication options may regard some of these services as unnecessary and old-fashioned. That doesn t mean they re not provisioned in your PBX and potentially available for exploitation has anyone looked? 2.5 HowBig is theproblem? According to the CFCA 2015 Telecoms Crime Survey, telecoms fraud costs US$38 billion every year; PBX hacking, at 21%, is the biggest problem. This is the UK fraud recorded by Action Fraud: FraudFit.com Preventing PBX Fraud 5

6 Action Fraud records a average annual loss of 4.4 million and losses of 14.8 million since January 2013, however, industry sources suggest this has been significantly under-reported. Most of the victims are in London, and most are companies. However, there have also been several reports from schools, charities and public sector organisations which have fallen victim. It s possible these organisations are being targeted because fraudsters regard them as more vulnerable but there is currently insufficient data to confirm any trends. Nobody is immune. When Scotland Yard s switchboard was compromised, the bill was 620, What you need to Do Basic Steps 1. Since the PBX is now effectively a computer, it makes sense to protect it in the same way as any other important IT equipment, e.g.: Physical security Account management Password protection Secure remote access, etc. 2. Additional countermeasures are described below, however, in practice the most effective measure is to appoint an overall owner who has ultimate security responsibility for the PBX system. This is particularly important when responsibility may be unclear, e.g. who is responsible for fraud prevention when the PBX is not owned but leased, the maintenance is provided by a third party and connectivity supplied by via several different communication service providers? Experience has shown that in the event of a fraud each expects the other to be responsible. 3. Next, disable functionality that is not required and lock down access to ensure those services cannot be re-enabled without system owner authority. If you can t do this yourself, use someone with IT Security skills. 4. Finally, monitor PBX traffic and ensure a timely response to alarms or unusual behaviour. 3.2 Prevention in more detail System Architecture check the system to establish whether the administrative functions are connected to the PBX on dedicated ports or by the same ports which carry voice and data traffic. The system vulnerability can be reduced by configuring to restrict admin functions to dedicated ports. 6 FraudFit.com Preventing PBX Fraud

7 Hardware implement adequate physical security to prevent unauthorised access, e.g.: prevent unauthorized access to telephone cabinets and PBX facilities. Whenever possible, the PBX should be kept in a locked room with restricted access critical hardware components should be locked with anti-tamper devices conduct periodic integrity checks on critical components. Maintenance maintenance procedures are among the most commonly exploited functions in networked systems, and PBX maintenance frequently requires the involvement of outside personnel. In order to minimise vulnerabilities of maintenance features: ensure that remote maintenance access is blocked by default and can only be obtained by requesting local staff to enable the remote maintenance ports install strong two-factor authentication on remote maintenance ports - smart-card based systems or one-time password tokens make it much more difficult for attackers to breach your system s security keep maintenance terminals in a locked, restricted area turn off maintenance features when not needed. Administration as previously stated there should be an overall owner who has ultimate security responsibility for the PBX system; in large organisations, this owner should be supported by system administrators who are responsible for PBX features and users on his/her site. Additional controls include: admin systems should be password protected and the session should be locked out after a specified number of failed attempts. The system should timeout after a specified period of inactivity obtain a specific liaison person in the PBX suppliers to consult on security issues publish a company phone policy which is communicated to all staff unassigned extensions or direct lines should be disconnected. Periodic reviews should be used to identify and disconnected unused lines; unused Freefone numbers should be terminated operate a procedure to remove individual staff functionality when they leave the company. Change the admin passwords when administrators change restrict call forward facility e.g. limit to 6 digits so they can only forward to other internal numbers. if DISA (Direct Inward Service Access/Dial In System Access, etc.) cannot be disabled for business reasons, users should be required to enter a personal authorisation code in addition to the code required to obtain an outside line. The PBX supplier should be available to provide support on the various features to be enabled, disabled or restricted. eliminate the possibility of accessing an outside line by dialling into Automated Attendant or Voice Messaging services - there should be no method of accessing dial tone by dialling into your PBX specify the minimum features/facilities required by a standard user and only provide these services. Additional facilities should be requested in writing and approved by an appropriate manager. FraudFit.com Preventing PBX Fraud 7

8 voic should be PIN protected with, if possible a PIN of 6 or more digits; the PIN must be changed from the default number and should be disabled after a specified number of failed attempts outside normal office hours, your PBX system should be set to night service mode. This offers a restricted service and reduces vulnerability to hackers at night and weekends perform a periodic security audit to confirm the designated controls are operational. Monitoring sophisticated software tools are available to hackers and fraudsters, which enable passwords to be broken and which detect unsecured functions in the switch. So even after all reasonable security procedures have been implemented, there is still a risk of PBX compromise and a need to monitor traffic and events to ensure that any illegal access or system abuse is quickly detected and shut down. Call Logging Systems will monitor traffic on an individual call basis, tracking parameters such as; calling number, destination, time, duration, frequency, etc., and provide reports in a format suitable for fraud analysis. Call logging systems also detect incidents of security significance, such as repeated failed attempts to log in, and repeated short calls. The reports generated should be monitored for any suspicious activity such as: sudden changes in normal calling patterns increase in traffic outside of normal business hours calls made from unused extensions incoming Freefone lines are busier than can be explained increase in calls to international destinations and/or premium rate numbers increase in long duration calls sudden unexplained increase in the use of call forwarding users locked out of voic or changes to voic greetings unexplained changes in system software parameters increase in incoming wrong number calls employees unable to get an outside line A real-time alarm facility is strongly recommended. This alerts a nominated person by SMS or when suspicious calls are occurring. The rules for this reporting can be created and adjusted by the PBX owner. Specific IP-PBX Defence Mechanisms include: Limit the number of call attempts or attempts to register on an extension Blocking of IP address ranges to prohibit connections from internet service providers that are notorious for hosting hacker communities Proper router configuration - a well-configured router will generate an alert from the internal firewall or Intrusion Detection System (IDS) in the event of an attack on an IP-PBX. Keep firewall logs as evidence of attacks. Don t use port 5060 as the default SIP-port of the server. 8 FraudFit.com Preventing PBX Fraud

9 4 If you think you re a Victim 4.1 Stopthe Loss Your first priority is to identify and disable the service(s) being abused. If you re unable to access the administration module, you can follow manufacturer s instructions to power down and/or disconnect the PBX. Contact the fraud team at your communication service provider and notify them of the suspected fraud. Preserve system and firewall logs and any other potential evidence. Note details of what you ve done and when it may be useful later. Make sure you ve implemented appropriate preventive and detective measures before you go live again. 4.2 Report the Fraud Action Fraud is the UK s national reporting centre for fraud and cyber crime and is the recommended way of reporting if you have been defrauded or experienced cyber crime. The reporting tool is here or you can call on

10 Conclusion I hope you found the guide helpful. One last thing - did you also secure your conference calling? About the Author David Morrow FraudFit Ltd Dave has many years of law enforcement, investigation and fraud management experience, including multiple international assignments. He is a recognised telecoms fraud expert and for a number of years chaired the GSM Association workgroup which was responsible for Security & Fraud Risk Assessments. Contact Us

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