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Viewing Fraud Alerts in Siebel Communications (End User)

When a back-office application flags an account for fraud, Siebel Communications receives a fraud alert and fraud alert details.

In the course of investigating fraud, end users review the fraud alert to determine the type of fraud that may have occurred. End users then discuss the fraud alert details, which contain the specific data alleged to be fraudulent, with the customer.

To view a fraud alert

1. Navigate to the Fraud Management screen.
2. In the Fraud Alerts list, click the Alert # field of a fraud alert.

   Some fields in the list are described in the following table.

   Field	Comments
   Alert #	Unique identifier code assigned by the system to each fraud alert.
   Fraud Event	Condition that indicates suspected fraud. The value in this field depends on the value in the Fraud Type field.
   Owner	Primary person assigned to this account for fraud management purposes. This person is responsible for customer follow-up to determine if fraud has taken place.
   Threshold Overflow	Quantity by which the account's threshold level was exceeded.

To view fraud alert details

1. Navigate to the Fraud Management screen.
2. In the Fraud Alerts list, click the Alert # field of a fraud alert.
3. Click the Event Details view tab.

   An Account form appears with the Event Details list beneath it. The Event Details list displays detailed information about the selected alert. This typically consists of the call detail records associated with the suspected fraudulent calls.

   It is possible for certain fraud alerts (for example, Stolen Handset) to have no associated fraud alert details.

   Some fields in the Event Details list are described in the following table.

   Field	Comments
   Charge	Cost of or charges for the service from the Charge dialog box.
   Date/Time	Date and time of the event.
   Length	Length of the service in seconds.
   Number Called	Number dialed in a suspected fraudulent call.
   Number Location	Geographical location of the number dialed in a suspected fraudulent call.
   Rate	The name of the rate plan used to calculate the charge—for example, Peak, Off-Peak, Standard, Economy, or International.