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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 might have occurred. End users then discuss the fraud alert details, which contain the specific data alleged to be fraudulent, with the customer.

Viewing Fraud Alerts

To view a fraud alert, follow this procedure.

To view a fraud alert

1. Navigate to the Fraud Management screen, then the Fraud Alert List view.

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

   Field	Comments
   Fraud Event	Displays the condition that indicates suspected fraud. The value in this field depends on the value in the Fraud Type field.
   Alert #	Displays an alert number that is automatically generated.
   Threshold Overflow	Displays the quantity by which the account's threshold level is exceeded.
   Owner	Displays the primary person assigned to this account for fraud management purposes. This person is responsible for customer follow-up to determine whether fraud occurred.

2. Drill down on the alert number of the fraud alert.

Viewing Fraud Alert Details

To view fraud alert details, follow this procedure.

To view fraud alert details

1. Navigate to the Fraud Management screen, then the Fraud Alert List view.
2. Drill down on the alert number of the 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 information typically includes the call detail records associated with the suspected fraudulent calls. Some fraud alerts (for example, Stolen Handset) might have no associated fraud alert details.

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

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