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EATEL Uses IAM for 24-Hour Targeted Dispatch

Headquartered in Gonzales, Louisiana, EATEL provides local phone service, long distance, Internet, paging, e-commerce, and web development services to businesses and residents throughout the Louisiana area. EATEL serves over 100,000 customers and was recently ranked as the 38th largest telephone company in America by the United States Telecom Association. DPS Telecom has partnered with EATEL since 1994 - providing them with comprehensive network monitoring solutions.

Todd Matherne uses redundant IAMs to monitor EATELs network.
IAMS at work: Todd Matherne uses
redundant IAMs to monitor EATEL's network

Like all Competitive Local Exchange Carriers, EATEL needed fast and reliable network monitoring - especially after hours. Todd Matherne - an NCC System Administrator for EATEL explains, "The problem with our 24 hour answering service was that it could not tell which type of technician to dispatch and to what location. The technician would have to search for what had caused the alarm." Identifying network problems in a swift and accurate manner is vital to repairing the network as quickly as possible - especially if customers are without service.

In addition to sending the technician to the proper site, with the right tools for the job, EATEL also needed alarm escalation and multiple notification types while keeping within budget constraints. These vital alarm monitoring elements make sure that the proper people are being notified of network problems - enabling them to fix any problems as quickly as possible. Todd added "We have always strived to repair service before the customer was inconvenienced one of our biggest concerns is keeping our customers confident in our company."

Since implementing multiple IAMs and other DPS equipment into their network, EATEL has been able to receive instantaneous information as to the status of their network as well as location and nature of any problems that occur.

Todd comments "The [DPS] system took out the stress of having our equipment fail without me knowing about it. It sends a page to a technician with the exact alarm." Todd was also impressed with the reliability of the DPS system. He says, "The DPS system is very dependable. If all the other equipment worked as well as the DPS systems, there would be no need for an alarm system."

In addition to the IAM, EATEL uses DPS' KDA, MAT, BAU, and T/GrafX as part of their alarm monitoring solution.

With an improved user interface, the IAM is a powerful tool that is simple to use. It provides centralized alarm management, alarm filtration, alternate path data interrogation, multiple pager methods, and a host of other powerful features. When asked about working with the IAM, Todd says, "With a small amount of instruction the system is very easy to use."

Todd was equally impressed with DPS as a company, "I am very appreciative of Eric Storm and Rick Dodd who have taken the time to listen to suggestions on their products and are always willing to consider modifications. Many other companies I have dealt with just defend their equipment and say 'this is how it is going to be, work around it!'" He further adds, "Overall, working with all members of the DPS staff has been a great experience."