Audit and Assurance

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Auditing IVR and Helpdesk Functions

  • 1.  Auditing IVR and Helpdesk Functions

    Posted 24 days ago
    I am auditing an Helpdesk function for a retail client and the IVR application related to this prcoess.

    Is there any checklist to audit VR and Call recording and closure applications?

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    Suyash Korde
    Manager Audit
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  • 2.  RE: Auditing IVR and Helpdesk Functions

    Online Forum Topic Leader
    Posted 21 days ago
    @Suyash Korde,

    See https://engage.isaca.org/HigherLogic/System/DownloadDocumentFile.ashx?DocumentFileKey=61a7d42e-311e-73d9-0f9a-738ede988741&forceDialog=0

    Have members any other thoughts?

    Best Regards,

    Ian​

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    Ian Cooke
    Audit & Assurance Topic Leader
    ISACA Journal Columnist
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  • 3.  RE: Auditing IVR and Helpdesk Functions

    Posted 21 days ago
    Thank you Ian Cooke, the process risk  drivers will help us think of all possiblities.

    However I was more trying to view from testing viewpoint, how to test an IVR system?  Like auditing a specific system say scada, or an  erp.
    Do we require the call data from the application  or just test physically based on test scenarios?

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    Suyash Korde
    Manager Audit
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  • 4.  RE: Auditing IVR and Helpdesk Functions

    Online Forum Topic Leader
    Posted 20 days ago
    @Suyash Korde,

    Its probably not a helpful answer but this really depends on your perceived risks.  The call data may be required for testing if, for example, there if a risk that the IVR is not functioning as required or personal data is can be derived from same.

    Best Regards,

    Ian​

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    Ian Cooke
    Audit & Assurance Topic Leader
    ISACA Journal Columnist
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  • 5.  RE: Auditing IVR and Helpdesk Functions

    Posted 15 days ago
    Hi Ian

    I figured since this helpdesk /call center uses voip phones the risks of covering voip should be covered
     I found this checklist on auditing voip on isaca website. However few controls in this are technical in nature.
    Could you help us with the test plan / commands/ tools used to check these controls?  I am unable to attach the checklist on this thread. I will email you the same seprately.

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    Suyash Korde
    Manager Audit
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