> ## Documentation Index
> Fetch the complete documentation index at: https://docs.deepblocker.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Frequently asked questions

> Twenty questions security teams ask before and during their first simulated calls, answered from how the product works.

> [accordion] Do the people we call know it is a test?
>
> Not during the call, unless you choose otherwise. A warm-up notice, if you turn it on, sends a short text or email 2 to 30 minutes before the call saying, for example, that their IT team will ring; it does not call it a test. With coaching on, a person who gives the caller what it asked for hears at the end that it was a training exercise. Everyone called must be your own staff, inside the scope your authoriser confirmed. See [Before you test anyone](https://docs.deepblocker.ai/before-you-start.md).

> [accordion] What does the caller say when someone is fooled? (coaching)
>
> Only if coaching is on for the campaign; it is off by default. The attacker stops, and a separate, neutral DeepBlocker voice says: "Hello, this is DeepBlocker. The call you just had was a security training exercise arranged by your company. The caller was not real." It then gives a two or three sentence debrief drawn from the call and hangs up. If the person has an email address on their record, the same debrief and an optional training link follow by email. See [Coaching at the end of a failed call](https://docs.deepblocker.ai/vishing/results/coaching.md).

> [accordion] Can we use our CEO's voice? (executive consent)
>
> Yes, with their recorded consent. **Add an executive voice** emails them a one-use link; they record a consent sentence and about two minutes of speech. They can withdraw at any time through the same link, which deletes the clone and stops every test that uses it. A campaign whose voice has no consent cannot launch. See [Clone an executive's voice with consent](https://docs.deepblocker.ai/vishing/executive-voice-consent.md).

> [accordion] Can staff see their own result?
>
> No. Staff have no login, and results live in your console for your team. The only things a person receives are the warm-up notice, if on, and the coaching reveal plus its email note, if on. See [Every message DeepBlocker sends to your staff](https://docs.deepblocker.ai/vishing/staff-messages.md).

> [accordion] Are names shown in the report? (names in reports)
>
> Not by default. Results and the auditor pack show the person's team instead of their name, and phone numbers are masked. An owner or admin can turn on **Show names in reports** on the Fair testing page. See [Fair testing rules](https://docs.deepblocker.ai/vishing/fair-testing.md).

> [accordion] How long is a typical call and how many minutes does it use?
>
> Each call counts for its real length, measured to the hundredth of a minute, not rounded up. The licence panel on your Account page shows minutes used and minutes left. A licence includes 200, 1,000 or 2,500 minutes a year depending on your size, and a workspace without a licence yet has 5 test minutes. See [How minutes work](https://docs.deepblocker.ai/vishing/minutes.md).

> [accordion] Can we call the same person twice? (cooling-off, calls per quarter)
>
> Yes, unless your Fair testing rules say otherwise. **Cooling-off days** leaves a person alone for a set time after a call from another campaign; **Most calls per quarter** caps how many test calls they get in a rolling 90 days. Both are off until you set them. Retries and later steps of the same campaign are never counted against these limits. See [Fair testing rules](https://docs.deepblocker.ai/vishing/fair-testing.md).

> [accordion] What number shows on their phone? (caller numbers)
>
> One of the caller numbers DeepBlocker has allocated to your workspace, UK or US, which you pick on the **From where and when** step. If none has been allocated, the calling system uses its default number. Ask us for a number in the country you call. See [Your caller numbers](https://docs.deepblocker.ai/vishing/caller-numbers.md).

> [accordion] Can we call outside office hours? (quiet hours, call window)
>
> Every campaign has a call window, 09:00 to 17:00 by default, in the timezone you choose. An immediate campaign waits for that window unless you tick **Call right now, even outside my hours**. Quiet hours on the Fair testing page apply to every campaign and hold a call until they end. See [Schedule, pacing and retries](https://docs.deepblocker.ai/vishing/campaigns/schedule.md).

> [accordion] What if someone reports the call to IT during the test? (report link, Reported verdict)
>
> That is the best result. Your workspace has a public "Report a suspicious call" page; a report that matches one of your test calls within 30 minutes turns that person's verdict into **Reported**, which counts as a pass even if they gave something away first. A report that matches nothing is treated as a possible real attack and emailed to your security contact. See [Read your results](https://docs.deepblocker.ai/vishing/results/overview.md).

> [accordion] Can we stop everything right now? (kill switch)
>
> Yes. Press **Stop all calls** on the Campaigns page. No new call goes out for your workspace; calls already in progress finish on their own. Press **Resume calling** when you are ready, then launch or re-run the campaign. See [Pause, resume, stop everything](https://docs.deepblocker.ai/vishing/controls.md).

> [accordion] Where are the recordings stored and for how long?
>
> Recordings are kept for 90 days and then deleted, under the self-service licence terms. You can play a call's audio from its detail window during that time. For anything else about storage, write to us. See [Support and contact](https://docs.deepblocker.ai/support.md).

> [accordion] Can we export the results for our auditor?
>
> Yes. **Export for auditors** on a campaign's report builds a pack as HTML or a printable PDF, mapped to NIS2, DORA, ISO 27001, PCI DSS, Cyber Essentials, cyber insurance and the Jersey JFSC, with a planned retest date. Names stay hidden unless **Show names in reports** is on, and every export is logged. The pack is evidence that supports these controls, not proof of compliance. See [Export for auditors](https://docs.deepblocker.ai/vishing/results/auditor-pack.md).

> [accordion] What is detector caught?
>
> It says whether DeepBlocker's own deepfake detector would have flagged the cloned voice on that call. **Caught** means it would; **Missed** means it would not; **Not scored** means the call was not run through the detector. A call is caught when its fake score reaches the threshold, 80% by default. See [Read your results](https://docs.deepblocker.ai/vishing/results/overview.md).

> [accordion] Can we run a test against our help desk instead of individuals?
>
> Yes, choose **Help desk test** when you create the campaign. The caller rings one to five help desk numbers pretending to be one of up to 20 employees who agreed to be impersonated, and asks for a reset. The result records what verification the agent did: callback to a number on file, manager approval, a ticket, identity questions, or none. See [Run a help desk test](https://docs.deepblocker.ai/vishing/campaigns/help-desk.md).

> [accordion] Can we test in French or Greek?
>
> The console is in English, French and Greek. Calls can be made in the language you set on the attacker: English, Spanish, French, German, Italian, Portuguese, Dutch, Polish, Russian, Chinese, Japanese, Korean, Hindi or Turkish. Greek is not on the call list. See [Create an attacker](https://docs.deepblocker.ai/vishing/attackers.md).

> [accordion] Can a colleague run campaigns too? (roles)
>
> Yes. An owner or admin invites them by email from the Members tab, as a member or an admin. Every member can build and launch campaigns. Each person sees the campaigns they created, and only the creator can edit, launch or archive theirs. See [Invite your team and roles](https://docs.deepblocker.ai/account/team.md).

> [accordion] What happens when the minutes run out?
>
> Launch is refused and a window titled **Out of red-team minutes** shows your licence, the minutes left and the price of extra minutes. Calls already in progress finish. Email [hello@deepblocker.ai](mailto:hello@deepblocker.ai) to top up or extend; minutes are not bought in the app. See [When you run out](https://docs.deepblocker.ai/vishing/minutes-exhausted.md).

> [accordion] Do you train AI on our calls?
>
> No. Your call audio and cloned voices are not used to train our providers' models. We opt out of model-improvement programmes in our speech-to-text calls and hold the AI providers to their no-training terms. See [Support and contact](https://docs.deepblocker.ai/support.md).

> [accordion] Who do we contact when something goes wrong?
>
> Write to [contact@deepblocker.ai](mailto:contact@deepblocker.ai) with the campaign name and what you saw. Privacy questions go to [privacy@deepblocker.ai](mailto:privacy@deepblocker.ai), and licence or minutes questions to [hello@deepblocker.ai](mailto:hello@deepblocker.ai). See [Support and contact](https://docs.deepblocker.ai/support.md).


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