Simplifying Telecom Compliance, One Certificate at a Time

 

In January 2021, Americans received 4 billion robocalls. That equates to almost 1,500 calls every second. Seen from a different angle, every mobile phone in the US received a robocall almost every second day during the month.

What is a robocall?

So, what is a robocall? It is an automated call that delivers a scripted or recorded message. Sometimes these calls are legitimate and legal; most often they are not. At the very least, a large proportion of the calls are annoying spam. However, an ever-increasing number of these calls are scam attempts of one kind or another.  

Fraudulent Intent

In 1995, Clifford Stoll, astronomer, author, and teacher, fobbed off the internet as “a passing fad” in his book “Silicon Snake Oil”. He dismissed e-commerce, suggesting that the lack of personal contact would render it non-viable. He also cited the lack of secure online payment mechanisms.

He could be forgiven for not knowing, at the time, just how spectacularly wrong he would be proven.

In 2010, this topic resurfaced on Boing Boing, a zine founded in 1988 and turned website in 1995. Stoll was quoted as saying “of my many mistakes, flubs, and howlers, few have been as public as my 1995 howler…. Now, whenever I think I know what’s happening, I temper my thoughts: Might be wrong, Cliff….”.

Little would he have known, at the time, the extent to which the internet would grow. He would never have imagined that, less than a quarter of a century later, trillions of dollars would be transacted through the internet annually.

That tens of thousands of e-commerce deals would take place every single day of the year. And that this would continue to grow with no limit in sight.

And, of course, this created a rich picking field for all manner of people with sinister intent. Although fraud was perpetrated via the internet as far back as 1994, the explosive advance in communications technology has facilitated the growth thereof to over $500 billion globally in recent times.

A sizeable portion of these ill-gotten gains come by way of telephone calls.

The Role of VOIP

The internet has given us VoIP (Voice over Internet Protocol). This is a much cheaper, or even free, channel for voice communication. Technological improvement has largely eliminated the quality issues that were experienced in the early days of VoIP. 

It is estimated that, in 2021, the number of VoIP users will reach 3 billion. That is a huge pool of potential victims and a very strong incentive for criminals. Sadly, this has paved the way for more crimes to be committed through telephone calls. And for those crimes to become more and more sophisticated.

VoIP has made it possible for criminals to bombard consumers with these scam calls. Technology has also enabled those criminals to employ ever more stealthy tactics to penetrate the defenses of even the most suspicious consumers.

Stealth measures include presenting false caller-identity information. Numbers and names of callers can now be easily falsified to trick a call recipient into accepting a fraudulent call.

Here a scam, there a scam….

The range and sophistication of phone scams have evolved continuously since the first ones. At first, the scams were executed via fax and elaborate email campaigns. Victims were drawn slowly into a sometimes very credible trap where they had to pass on an amount of money for a handling fee.

An amount of money, usually quite substantial, was paid to the victim. The victim was instructed to remit 90% of the amount to a third party, retaining the 10% as a commission. Within hours of making the onward payment, the received funds would “bounce”, leaving the victim out of pocket.

Pets were sold across the globe and administration or vaccination fees were paid upfront by the client. Only, there was no pet. As soon as you paid the fees, the seller disappeared.

Then, autodiallers and sweatshop-style call centers came along. Suddenly the IRS was on the lookout for you for back taxes, your insurance was expiring and you risked all sorts of misfortune if you did not pay a certain amount immediately. By credit or debit card, right there and then. Even on a Saturday or Sunday afternoon.

Such was the aggression and audacity of the callers. Those victims that did fall for these scams were generally caught unawares. And so intimidated by the caller’s threatening tone, that they offered the card details with a sigh of relief having avoided a financial catastrophe.

These are but two examples. There is a long list of tactics that developed. Many of them are still very common today. The delivery has just become slicker and more and more convincing over time.

Often now, as mentioned earlier, the caller identity is spoofed. In other words, the caller presents a false number to the call recipient. The number would usually be instantly recognizable; that of a public institution like the tax authority or that of a well-known bank or insurance company.

Punchdrunk consumers eventually learn to recognize some of the signs of these scams and start to build their own defenses. The most common mechanism is to simply not take a call when the number is withheld or unfamiliar. This, in itself, carries some risk.

Sometimes the calls may well be legitimate and have the objective of sharing important information or serve to remind a consumer of an upcoming payment or renewal deadline. Failure to respond may initiate some form of late payment or default penalty. Or a policy could lapse, exposing the consumer to uninsured risk.      

Legislated Protection Measures

Several countries have introduced guidelines and limitations to afford some protection to consumers. The legitimate uses of robocalls are regulated in different ways by the authorities in different countries.

For example, in Canada, a consumer can register their numbers on a National Do Not Call List. Callers are obliged to honor this list. In most cases, a consumer’s explicit consent is required before marketing communications are permitted.

There are certain exemptions, though. Robocalls are permitted for political canvassing, charities, and solicitation of subscriptions by newspaper publishers. You may also still legally receive calls from any institution that you have a current relationship with.

In the US, the Telephone Consumer Protection Act of 1991 stipulates the rules for telemarketing and the use of automated communications equipment.

Although telemarketing is permitted, a comprehensive set of guidelines must be adhered to, amongst others:

·         - Marketing calls are only permitted between 8 am and 9 pm local time.

·         - A “Do not Call” list must be maintained by all companies that do telemarketing. This list pertains to the company specifically and lists every subscriber that has asked not to be called. The subscriber’s wish must be honored for five years.

·         - All telemarketers are required to adhere to the National Do Not Call Registry. This is a database of persons who do not wish to receive any marketing calls from anyone.

·        -  All callers are required to provide their name or the name of the organization they represent and an address or telephone number where they can be contacted.

·        -  Automated calls to emergency services, healthcare facilities, medical practitioners’ premises, or mobile phone lines are prohibited. Also prohibited are any calls for which the recipient will be charged.

In addition to these federal regulations and guidelines, each state has or may have supplemental rules.

All of these provisions, and others not listed above, are designed to protect the interests of consumers and protect them from the incessant deluge of fraudulent calls.

Protection by Service Providers

Whilst these regulatory measures afford some protection, it is only really the honest people that allow themselves to be bound by them. Rules do not apply to criminals.

This is why, over and above the protective measures legislated by governments, telephone operators and internet service providers also implement a variety of measures to try and protect their subscribers.

Verizon, for instance, provides tips on how to identify a scam call. Tips such as:

·         - Do not pick calls up from withheld or unknown numbers

·         - Do not share any personal or financial information

·        -  Legitimate callers will never try to pressure you into making a decision or a payment immediately

·        - If the caller purports to represent an organization that you have an existing relationship with, they will know your details. They may need to ask one or two questions to verify your identity

·         - Any request for ID, Social Security, or bank card or account numbers is a scam

·         - A recorded message is very likely spam.

·         - A call that requires you to respond by pressing a button is seeking to confirm that they have reached a valid number. The motive is spam or a scam.

They also advise subscribers not to call back numbers they do not recognize. More often than not these calls are to premium-rate numbers where the scammer earns money at the caller's expense.

Personal measures

All the regulations and the measures and advice provided by service providers are still not adequate for complete consumer security. Consumers have also been implementing apps and habits to protect themselves.

Despite everything, these calls persist. Enough people are still falling for them to make it attractive for the scammers. And the tactics used by the criminals continue to develop unabated and they become more and more sophisticated and credible. 

STIR/SHAKEN

This is why, on December 30^th, 2019, the Telephone Robocall Abuse Criminal Enforcement and Deterrence (TRACED) law was promulgated. One of the objectives of the law is to set a timeline for the implementation of STIR/SHAKEN.

Pursuant to the legislation, the Federal Communications Commission was mandated to report back by the end of 2020 on the progress made with the roll-out of STIR/SHAKEN. The legislation also requires national service providers to complete the implementation of STIR/SHAKEN by the end of June 2021.  Regional service providers have until June 30^th, 2022 to have implemented the technology.

What is STIR/SHAKEN?

STIR is an acronym for Secure Telephony Identity Revisited and SHAKEN stands for Secure Handling of Asserted information using toKENs.

How STIR Works

STIR is a working group set up under the Internet Engineering Task Force. It aims to further the development and implementation of protocols that allow a caller ID to be transmitted via a digitally signed certificate. Further, it allows this caller ID certificate to be checked as it moves through interconnected networks.

When the call eventually reaches the target subscriber, their service provider can verify that the call originated from the number displayed on the caller ID.

The STIR technology has limitations, though.

·         - It cannot block calls or prevent a caller from spoofing a number

·        - It does not analyze call data to identify spam or scam calls

·         - It operates only on VoIP

The fact that STIR only addresses caller ID on the VoIP portion of a call, means it is not a complete end-to-end tool.

When a call originates on VoIP, a Session Initiation Protocol (SIP) header is created that attaches to the call. This SIP header contains, at the very least, the to and from telephone numbers. The STIR technology allows this SIP header to be digitally signed by the service provider.

The signature is in the form of attestation. There are three levels of attestation:

·         Level A – the caller is authentic and has the authority to use the calling number

·         Level B – the number is validated but not the authority of the caller using the number

·         Level C – neither the caller nor the number is authenticated. The service provider only attests to where it received the incoming call.

The attestation is added to the SIP header. This is the assurance that is passed onto the subscriber’s service provider. Whilst a call remains in a VoIP network, the SIP header stays with it as does the digital signature.

The older telephony protocol, Signalling System No. 7 (SS7) is unable to handle the STIR digital signature. Therefore, as soon as a call passes from VoIP to SS7, the caller ID detail remains with the call but the attestation details provided by the digital signature cannot be carried onward. The subscriber, therefore, has no grounds on which to trust the caller ID that is presented.

The other major weakness is that, despite STIR, the caller ID can still be spoofed. The calling identity is caller-initiated and is not necessarily tied to the number of the calling line. As long as a call is navigating through a VoIP network, anyone can add attestation data to the SIP header.

STIR information can be manipulated. Criminals can have their caller ID information signed by a willing VoIP provider even if the provider knows it is false.

To address these weaknesses, the Alliance for Telecommunications Industry Solutions (ATIS), began developing SHAKEN. SHAKEN establishes standards for passing the STIR information through all protocols present in interconnected networks, whether VoIP or SS7.

SHAKEN also introduces standards for inter-protocol call and data handling:

·         adding SIP header information to calls initiated in SS7 networks

·         handling the data for calls that exit these networks into the Plain Old Telephone System (POTS).

This will close the loop and provide integrity of the caller information from the inception of a call to the end. STIR/SHAKEN will introduce authentication and verification services. These will be independent of the service providers.

The simple flow of a call would now look like this:

·         Caller initiates call

·         The originating service provider receives call data and forwards it to an independent authentication service

·         The authentication service issues a certificate confirming the caller's credentials and updates a certificate repository.

·         The call travels through the network, navigating between any number of providers. Certificate information remains intact throughout.

·         When received by the receiving subscriber’s service provider, the certificate is verified.

·         This terminating service provider will compare the received certificate against a known database, the certificate repository.

·         If the caller ID details are verified, the call will be connected to the receiver.

Even the most basic filtering and blocking of calls with harmful intent will go a long way towards stamping out robocalls and protecting consumers from fraudulent calls.

The Secure Telephony Identity Governance Authority (STI-GA) has been established to oversee the activities of every participant in this industry. The authority is represented by service providers across all aspects of the industry and a technical advisory committee.

The STI-GA has been tasked with the establishment of Policy Administrators that assess service providers and approve them to receive tokens and approve the authentication of calls so that they can be exchanged with other participating operators in the network. 

Since the laws have been introduced, the acceptance of STIR/SHAKEN has been surprisingly good. At least 55 carriers in the US alone have registered with the Policy Administrators for approval to sign calls as STIR/SHAKEN authenticated.

At least 15 major operators have confirmed rolling out STIR/SHAKEN in their networks. Once this deployment has been completed, more than two-thirds of telephone numbers in the US will benefit from these measures.

The total success of STIR/SHAKEN is, however, dependent on its adoption globally. A chain is as strong as its weakest link. Just so, robocalls will endure as long as any communications authority fails to stamp them out.