False Answer Supervision (FAS) occurs when providers terminate
calls fraudulently, resulting in the calling party being overcharged for calls,
or charged for calls that were never completed.
Occurrences of FAS have rapidly increased within the past few
years to become a global industry problem, with the most significant levels of
fraud in regions with high VoIP Termination rates and many competing suppliers.
Combating FAS is significantly complicated by the many carriers reselling
routes from other suppliers, making it difficult to trace the fraud to its
source.
We understands the critical importance of eliminating FAS in order
to maintain high levels of call quality and customer satisfaction. Our stand is
simple: we will not tolerate fraud on our network and are taking proactive
measures to ensure that our partners support and work with us to achieve this
goal.
Types of FAS
FAS can occur in one of three ways:
·
Calls that are not successfully completed but that are billed
anyway.
·
Deliberate rerouting of calls to an automated messaging platform
designed to trick the customer into staying on the line.
·
Premature billing during Post Dial Delay (PDD) or ringing time
prior to when the call is answered by the calling party (frequently due to a
switch misconfiguration – accidental or intentional).
Impact of FAS across the
Value Chain
FAS is a fraud perpetrated against consumers, who are billed for
minutes they did not use, or calls that were never completed.
Consumer complaints about incorrect billing charges impose
financial costs on retail carriers, who must allocate customer service
resources to resolve billing issues. Additionally, FAS can damage brand
perception, as well as lead to lowered customer satisfaction.
Meanwhile, carriers must compete against artificially lowered
prices on routes from suppliers who are engaging in FAS, who use their
fraudulent profits to subsidize below cost-per-minute rates.
FAS Identification and
Remediation process
·
Identification: In this stage, Fault Management (FM) compiles a list of tickets
where confirmed FAS is identified through manual testing. Internal weekly
reviews identify suppliers with increasing FAS faults.
·
Watch List: Those suppliers whose FAS ticket counts increase are added to
this list, which serves as a warning that their performance will now be closely
watched and further penalties applied if the FAS is not corrected. The watch
list affects the supplier’s routing eligibility for the high-quality service
level.
·
Chronic FAS Supplier List: Suppliers, who continue to have a
high incidence of FAS even after being watch listed, are then moved to the next
list. The Chronic FAS Supplier List consists of two incremental stages, with
increasing penalties if service isn’t improved including; A-Z demotion from
service level routing tables, extended removal periods for destinations where
performance is symptomatic of FAS, and limited supplier testing of new routes.
·
Routing Disable: For those suppliers who are still performing poorly, they will
be suspended from use for all routing purposes and may have all commercial
relationships terminated.
Reinstating service
·
Chronic FAS Supplier List removal: If a supplier’s
FAS tickets over the last three months significantly reduces due to improved
FAS prevention on their network and their performance on key network indicators
supports this improvement, the supplier will be placed on the watch list
(subject to other standard criteria).
·
Watch List removal: After being on the watch list for an extensive evaluation period
without an increasing propensity for FAS, a supplier will be reinstated in good
standing.
Denovo Labs understands that operators continue to experience
significant subscriber, application and traffic growth; we offer telecommunications
services that support growth by providing the necessary infrastructure to meet
capacity demands.
Contact us
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