How to Create and Manage Vishing Campaigns

Our vishing feature can be used to create vishing campaigns that will call your users' phones and play a pre-recorded or text-to-speech message. This message will ask for personal information, such as a PIN or Social Security number. Vishing templates are programmed to expect a specific number of characters in order to track failures. If the user hangs up without entering data, they will pass the vishing test. If the user enters the requested number of digits into their phone, this action will be considered a failure. 

For information about the vishing feature, see the sections below. For information about creating and customizing vishing templates, see our How to Customize and Create Vishing Templates article.

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Vishing Terms of Use
Before You Start Vishing

• Which Countries and Languages Do You Currently Support?
• Does Vishing Work with Extensions?

Local Dialing
Creating a Vishing Campaign
Vishing Tab
Vishing Campaign Results

• What is Considered a Vishing Test Failure?

Vishing Terms of Use

KnowBe4 allows you to test each of your licensed users with vishing calls, up to a maximum of 12 times per year.

Aside from your normal subscription fee, KnowBe4 does not charge for vishing your users. However, domestic or international call rates may apply. KnowBe4 is not liable for any charges incurred by your users as a result of any aspect of this feature. Check with your telephone service provider for more information about the charges you might receive.

By using KnowBe4's vishing service, you agree to these terms of use. 

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Before You Start Vishing

Before you run a vishing test, you will need to add your users' phone numbers to KMSAT. You can add phone numbers in the Phone Number field of our users' profiles.

For users located in the United States, area codes are required for a vishing call to be successful. Our system will be able to determine the phone number of the user and dial correctly based on any of the following formatting options:

• (###) ### ####
• ##########
• ###-###-####
• (###) ###-####

For users located outside the United States, numbers must meet E.164 formatting specifications. These specifications are outlined below:

• A + (plus) sign
• International Country Calling code
• Local Area code
• Local Phone number

Non-U.S. phone numbers that do not meet E.164 standards might be interpreted as U.S. phone numbers or might be dialed incorrectly by our vishing service.

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Which Countries and Languages Do You Currently Support?

Currently, the vishing service provides local area codes for fourteen countries. See a list of supported countries in the Local Dialing section below.

Text-to-speech is supported for the following languages: Catalan (Spain), Chinese (Mandarin, Cantonese, Taiwanese Mandarin), Danish (Denmark), Dutch (Netherlands), English (Australia, Canada, UK, India, United States), Finnish (Finland), French (Canada, France), German (Germany), Italian (Italy), Japanese (Japan), Korean (Korea), Norwegian (Norway), Polish (Poland), Portuguese (Brazil, Portugal), Russian (Russia), Spanish (Spain, Mexico), and Swedish (Sweden).

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Does Vishing Work with Extensions?

For some auto-attendant phone systems, it is possible for vishing calls to reach phone numbers that include extensions. However, this is not currently a supported feature.

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Local Dialing

Vishing includes support for local dialing in the countries and regions listed below.

• Australia
• Belgium
• Brazil
• Canada
• Czech Republic
• France
• Germany
• Great Britain
• Hong Kong
• Japan
• Korea
• Malaysia
• Philippines
• Romania
• Singapore
• Slovak Republic
• South Africa
• United States

Vishing is designed to use the same area code as the user when placing a call. If a number using the same area code is not available, a number with a different area code from the same country or region will be used. 

For countries or regions not listed above, vishing can still be conducted, but the phone call will use a United States phone number.

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Creating a Vishing Campaign

To create a vishing campaign, follow the steps below.

1. From the Vishing tab of the console, click the +Create Vishing Campaign button.
2. Enter a Name for the campaign.
3. Select which users you’d like to vish in the Deliver To field by selecting either All Users or Specific Groups.
4. Use the Start Date field to define the date, time, and time zone you would like to use for this campaign. After the campaign starts, calls will be placed to users randomly, spaced about 20 seconds apart.
5. Select the Calling Period you'd like to use. Use these options to define the time frame when the campaign can initiate calls.
   • You can either send all of the phone calls when the campaign starts or you can space out the calls across a longer period of time.
   • If you choose to send phone calls over time, after the campaign starts your users will be dialed randomly and each call will be placed about 20 seconds apart. Each user will receive one call per vishing campaign.
     

     Note:

     The business days, hours, and time zone will default to the settings you defined in your Account Settings. If needed, you can manually adjust these settings on each campaign.
     
6. Use the first drop-down menu in the Categories field to choose the template categories you’d like to include in your vishing campaign. The first Categories field also includes the different languages to be used in your vishing campaign.
   
7. Use the second drop-down menu in the Categories field to select the vishing template you want to vish your users with. If you would like to randomize the vishing template for your users instead, select either Full Random, which sends a random template to each user, or Random, which sends the same random template to all users.
   
   
   
8. In the Phone Number to Call field, select which number should be used to call your users. This setting will use either the Phone Number field or the Mobile Phone Number field found in your users' profiles. These user profile fields can be imported via CSV, added manually, or synced automatically if you are using user provisioning.
9. If you’re unsure which field is populated in your users' profile, check the Use Alternate Phone If Available checkbox. When this setting is enabled, the system can call an alternate phone number in case the number you selected for the campaign is not populated with a phone number.
   
   Note: You must have the designated phone number field populated with a properly-formatted phone number in each user's profile to successfully vish each user.
   
   
10. Click Create Campaign. After the campaign starts, your users will be dialed randomly and each call will be placed about 20 seconds apart. Each user will receive one call per vishing campaign.

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Vishing Tab

The Vishing tab displays a summary of your vishing call statuses and the Vish-prone Percentage of your vishing campaigns, as well as information about how many campaigns you have, which are active, and which are inactive.

The Campaigns subtab displays list of your vishing campaigns and information about each campaign, such as the groups included in the campaign and the status of the campaign. 

For information about the vishing campaign statuses, see the list below:

• Created: The test has been created but has not started yet.
• Started: The test has started and is in progress.
• Completed: The test has ended.

For information about the results of a specific campaign, see the Vishing Campaign Results section below.

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Vishing Campaign Results

From the Campaigns subtab of the Vishing tab, select an individual vishing campaign name to see the results. In the Campaign Details section, you will see a graph that represents the number of users who failed versus the number of users who passed, along with the current status of the campaign, the overall Vish-prone Percentage, and the start date of the campaign. 

Below this section is a list of all the users included in this campaign. You can use the following filters to get a closer look at how the campaign is going: 

• Scheduled - This filter shows you users who are scheduled to receive a vishing call but have not yet.
• Called - This filter shows you the users who have received vishing calls. This filter includes any user who has been called, regardless of whether or not they failed the vishing attempt.
• Call Failed - This filter shows you users who were called but the vishing attempt was unable to run successfully. 
• Failed - This filter shows you users who failed the vishing test by entering the appropriate number of digits when prompted. For more information on what determines if a user fails a vishing test, please see our What is Considered a Vishing Test Failure? section below.
• Passed - This filter shows you users who passed the vishing test. 

To download a CSV containing your campaign results, click the Download CSV button. To download a list of all users who have failed on any of your vishing campaigns, navigate to the main Campaigns tab and click Download All Vishing Failures.

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What is Considered a Vishing Test Failure?

A user fails your vishing test if they enter the required number of digits for the designated failure step on the template they received. Vishing templates are separated into Say, Play, and Pause. Say or Play steps can prompt the user to enter a specific number of digits. Say or Play steps can also be designated as the failure step on the template. See more about failure steps in this article.

The required number of digits varies on each built-in system template and is specified in the Required Number of Digits to Proceed field in the vishing template. 

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