For Talladega County 9-1-1, countywide consolidation of incoming calls for police, fire departments, EMS and more into a single call center network was only the beginning. The next challenge was how to manage the complex mission-critical network for zero downtime.
According to Talladega County 9-1-1 director Victor Kennedy, “I was happy enough with the monitoring and email alerts our consultant Lee Moore had set up during installation. But I really had no idea of the full potential of WhatsUp Gold.”
After a conversation with John Ward, Talladega County 9-1-1’s account manager at Ipswitch, Kennedy decided it was time to tap into more of the capabilities of the product.
Mike Nyland, WhatsUp Gold Professional Services Consultant, worked onsite at Talladega County 9-1-1 for two days. Nyland adjusted some of the device setups, added SNMP monitoring of the microwave network, and set up reports based on the organization’s detailed emergency response requirements.
Nyland comments, “Talladega County 9-1-1 has extreme mission-critical requirements. Most businesses want to know when something’s been down for 5 minutes or an hour. But with a 9-1-1 center you need to know immediately. WhatsUp Gold ensures that the devices on the network are actually up – or if they’re not, that administrators are notified well before the backup device goes out.”
Kennedy – a communications and IT professional professional since 2001 – ”realized I had only scratched the surface of WhatsUp Gold until we worked with Mike. In just two days we developed a complete strategy with the monitoring and reporting structure to support it. I can’t think of any software I’ve ever worked with that’s come anywhere near to delivering the value we get from WhatsUp Gold.”
In its first year of operation, Talladega County 9-1-1 received 99,000 requests for assistance and managed 252,000 calls without any interruptions.
Nyland says Kennedy’s experience with Professional Services is typical for Ipswitch customers. “Victor could have spent months studying the user manuals and figuring all this out. But his time is more important than that.”