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Reserve Your Seat TodayHow Louisiana provider achieved instant targeted dispatch for 100,000 customers
| Field | Details |
|---|---|
| Industry | Telecommunications (CLEC) |
| Company Type | Regional phone and Internet provider |
| Geography/Coverage | Louisiana statewide service area |
| Primary Challenge | Couldn't identify dispatch location or type |
| Solution Deployed | Alarm management systems with RTUs |
| Key Result | Instant targeted dispatch with exact details |
| Products Used | T/Mon masters, NetGuardian RTUs, sensors |
EATEL is a Louisiana telecommunications provider headquartered in Gonzales. The company delivers local phone service, long distance, Internet, paging, and e-commerce to over 100,000 customers throughout Louisiana. EATEL was ranked as the 38th largest telephone company in America by the United States Telecom Association.
Like all Competitive Local Exchange Carriers, EATEL needed reliable network monitoring around the clock. Their 24-hour answering service couldn't determine which technician to dispatch or identify the problem location. Technicians had to search for the alarm source after arriving on site, wasting valuable time when customers were without service.
EATEL also needed:
"Our answering service couldn't tell which technician to dispatch and to what location," explains Todd Matherne.
Since 1994, DPS Telecom has partnered with EATEL to provide comprehensive network monitoring solutions. The deployment centers on redundant alarm management systems. These collect data from remote telemetry units throughout EATEL's network, creating a complete view of network health.
The system delivers detailed alarm information directly to technicians. This targeted approach ensures technicians arrive equipped with the appropriate tools and knowledge to resolve issues quickly.
EATEL now receives instant information about their network status, including precise location and nature of any problems. The system dramatically improved their ability to repair service quickly, often before customers experience interruptions.
| Outcome | Description |
|---|---|
| Immediate Alarm Intelligence | Technicians receive exact alarm information immediately |
| Precision Technician Dispatch | Right technician with right tools to correct location |
| Operational Peace of Mind | Eliminated worry about undetected equipment failures |
| Proactive Service Restoration | Repair service before customers notice problems |
"The system took out the stress of having our equipment fail without me knowing about it. It sends a page with the exact alarm."
He adds: "The DPS system is very dependable. If all equipment worked as well, there would be no need for an alarm system."
Todd Matherne, NCC System Administrator, EATEL
| Benefit | Impact |
|---|---|
| 24-Hour Intelligence | Continuous network monitoring without manual intervention or gaps |
| Easy System Operation | Minimal training required for users to become proficient quickly |
| Dependable Performance | Systems deliver reliable operation when your network needs them most |
| Responsive Partnership | Vendor willing to listen to suggestions and consider modifications |
T/Mon Alarm Master Systems Aggregates alarms from all sites for intelligent targeted dispatch.
NetGuardian Remote Telemetry Units Monitors critical equipment and conditions at telecommunications sites.
D-Wire Environmental Sensors Environmental and power sensors that connect to NetGuardian RTUs.
How do you eliminate technician search time when alarms occur?
Alarm management systems identify the exact site, equipment type, and problem nature before dispatch. Technicians receive detailed alarm messages via pager, email, or text that specify what failed and where. This targeted dispatch ensures the right person with the right tools arrives at the correct location.
What happens if your alarm monitoring system fails?
Redundant alarm master deployments ensure continuous monitoring even if one system goes offline. EATEL deployed multiple alarm masters to eliminate single points of failure. RTUs can also send notifications directly if the central system becomes unavailable. This redundant architecture protects against both equipment failures and network connectivity issues, ensuring you always know your network status.
Can alarm systems work with existing 24-hour answering services?
Yes. Alarm systems integrate with answering services, dispatchers, or NOC operations. The system provides detailed information that dispatch personnel relay to technicians, or it bypasses dispatch entirely with direct notification. Many telecommunications providers maintain answering services for customer calls while using alarm systems for network monitoring.
How quickly can technicians receive alarm notifications?
Instantly. Modern alarm systems send notifications within seconds of detecting a problem. Pager alerts, text messages, and email notifications ensure technicians learn about issues immediately, regardless of location. EATEL configured their system to send pages with exact alarm details, allowing technicians to respond immediately without waiting for dispatch calls or additional information requests.
What training is required to operate alarm monitoring systems?
Minimal training gets users operational quickly. "With a small amount of instruction the system is very easy to use," notes Todd Matherne from EATEL. Web-based interfaces and intuitive controls mean most users become proficient without extensive training programs. Network administrators can configure monitoring parameters and notification rules easily.
Stop wasting time searching for network problems. Get instant alarm detail with exact locations so your technicians arrive prepared with the right tools.
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