IT & Security Data Information Technology Risk Management

Securing VoIP and Messaging from the Ground Up

PulseOne

Part Two

In Part One of this series, we explored why secure messaging and VOIP matter, and how communication channels have become one of the most overlooked attack surfaces in modern organizations. Now that we understand why these tools are a critical part of your security posture, it’s time to look at how to strengthen them.

Every business, from enterprise to SMB, relies on voice and messaging platforms to stay connected. But without a proper security foundation, even the most advanced tools can become a liability.

1. Start with Secure Configuration

Misconfigurations are one of the most common causes of communication breaches. To strengthen your VoIP and messaging systems, start with a secure setup that follows vendor best practices:

  • Turn on encryption for both call setup and the call itself, so attackers can’t listen in or intercept data.

  • Shut down old or unused connection types and ports — these are like open doors in your network that attackers can exploit if left unattended.

  • Restrict admin access so only trusted users or locations (like those connected through a secure Virtual Private Network) can make changes to system settings.

  • Use a centralized management tool to apply consistent security settings across all devices and users, preventing gaps that attackers could exploit.

Even one overlooked setting can give attackers a way in to eavesdrop on calls, steal credentials, or disrupt your communications.

2. Strengthen Identity and Access Controls

Insecure authentication is often the bridge between a small mistake and a full-scale breach. To protect your systems:

  • Require multi-factor authentication (MFA) for all communication tools and admin accounts.

  • Integrate Single Sign-On (SSO) so employees can securely access all communication tools with one set of credentials, reducing password fatigue and enforcing consistent identity policies across the organization.

  • Implement role-based access controls (RBAC) so only authorized users can record calls, export messages, or manage integrations.

  • Regularly audit inactive accounts and access tokens to avoid the vulnerability that comes with dormant credentials.

When identity is tightly managed, even if a device or password is compromised, the blast radius stays small.

3. Protect the Data in Transit and at Rest

Your calls, messages, and meeting data are as valuable as your customer records or intellectual property. Protect them accordingly:

  • Use end-to-end encryption wherever possible, especially for sensitive discussions.

  • Verify your vendor’s encryption standards and key management practices. Look for modern, industry-accepted protocols like TLS (Transport Layer Security) for data in transit and AES-256 (Advanced Encryption Standard) for stored data. Avoid tools that rely on outdated or proprietary encryption, which may be easier to break.

  • Avoid storing unencrypted call recordings or chat logs unless required for compliance.

  • Apply data loss prevention (DLP) tools, such as the ones built into Microsoft 365, to detect and block sensitive data leaving communication channels.

Even a single leaked message can contain credentials, contracts, or internal strategy, all useful to an attacker.

4. Monitor and Respond Proactively

Prevention is only half the battle. Continuous monitoring can catch the early signs of compromise before damage spreads:

  • Implement logging and alerting for unusual call patterns, large data exports, or failed login attempts.

  • Use Security Information and Event Management (SIEM) integration — a system that collects, analyzes, and correlates security logs from across your network — to combine communication data with network and endpoint activity. This helps your team detect suspicious behavior, such as unauthorized access attempts or data exfiltration, before they turn into serious breaches.

  • Establish incident response playbooks for communication-related threats like vishing, spoofing, or insider misuse.

Visibility is what turns a silent compromise into a contained event. For example, if an attacker gains access to a VOIP account, strong monitoring could flag unusual call patterns or logins from unexpected locations before any real damage occurs.

5. Embed Security in the Culture

Even the best technology can’t stop an employee from trusting a convincing voice or message. Security awareness is the final layer that holds everything together.

  • Conduct vishing and messaging simulations to train employees in real-world scenarios, encouraging a “verify before you comply” mindset.

  • Regularly update teams on emerging communication-based attack trends.

When employees understand that voice and chat are not inherently trustworthy, they become active participants in defense, not passive targets.

6. Partner with Experts Who Specialize in Secure Communication

Securing communication tools is complex, especially for organizations managing hybrid systems or multiple platforms. PulseOne can:

  • Audit your current VOIP and messaging environments for misconfigurations or data exposure.

  • Implement encryption, access, and monitoring controls aligned with industry standards.

  • Provide ongoing management and compliance support to keep your systems current.

Conclusion: Security Starts with the Conversation

Modern collaboration depends on communication, but that same connectivity introduces new risks. By taking a layered approach that includes configuration, identity, monitoring, and human awareness, organizations can turn voice and messaging from a vulnerability into a secure, reliable backbone for daily operations.

At PulseOne, we help organizations build this foundation the right way, ensuring your tools, policies, and configurations evolve with today’s communication threats. If you’re ready to take the next step in securing how your teams connect, contact PulseOne to get started.

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PulseOne is a business services company delivering information technology IT management solutions to small and mid-sized businesses for over 20 years. In short, we’re your “get IT done” people.

We are passionate about the power of PEOPLE and TECHNOLOGY to transform a company. We are confident we can significantly accelerate your PROGRESS towards your business technology objectives.

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