Hi I’am Michael Wilson with AOL’s Operation Security department, are you familiar with OpSec?
If No: Operations Security is a department that investigates all flaws and problems concerning the PegaReach/Merlin software which is installed on every PC on the AOL internal server.
And the reason you’re receiving this call today is because someone from your terminal has submitted a problems report using the “PROBLEMS” report option located in the upper right hand corner of your PegaReach Main Screen within the past 24 hours
If Yes: Ok sir/ma’am do you see the “PROBLEMS” report option that is located in the upper right hand corner of your PegaReach main screen?
Ok well I am calling in regards to a PROBLEM that was submitted within the past 24 hours using that option from your Terminal. Do you recal ever submitting anything using the problems report option?
If No: Ok it may have been someone from another shift.
Did the consultant that was last at that terminal leave any kind of note, stating any problems they might of had while assisting callers?
Ok well the report that I have right here states that while pulling up a members account the consultant was getting the “Failer To Include” message which froze the PegaReach software and had to exit and re-log into the merlin database.
And just to be sure that the system is running as it should be I would like to run a quick diagnostics test which will only take 1 to 2 minutes of your time.
The diagnostic will test your systems functions and let me know weather they’re properly working.
Heres what we’re going to do.. I want you to type in the following screen name, all information that will appear on your screen is setup for testing, and is generated by America Online’s OpSec department for testing purposes, You will not have to read off any information that you see on your screen, just let me know of any problems that you may experience, I want you to type in the following test name its going to be “asdf@aol.com”.
Ok sir/ma’am did you receive any errors/comments while attemting to pull up this account?
If yes: Ok please tell me the error that you got while pulling up this account.
-Most errors mean you wont get the screen name-
Common Errors/Comments-
- Account is targeted by Social Engineers, Do not reset password/Take action. [at this point you wont get the s/n]
- AOL Productions – [Wont get it]
- 1+1 Account – That just means that the member doesn’t pay for the account, you can get it.
- Name/Addy additions – Yeah you’ll get this.
Ok sir/ma’am at this point do you see the “PASSWORD APPEALS” section located toword the center of your screen?
Ok what I would like you to do is click on “PASSWORD RESET” and that should be the very first option under the password appeals section, and I would like you to try to reset the password to this screen name to a simulation password, we are going to use “AOLTEST“
And I would like for you to let me know if you receive any errors/problems while attempting so. Also, I would like you to read the ending comment off to me.