As Dothan Utilities moves to a new software system for its electrical system, it will need customers help to keep it working properly.

Electric Operations Superintendent Chris Phillips said Dothan Utilities has been in the process of implementing an interactive voice response (IVR) system along with an outage management system (OMS) from Milsoft Solutions for a couple of years. He said the IVR system, which allows Dothan Utilities customers to report outages and other issues by responding to menu prompts, is currently running.

The system, however, relies on correct and updated information to work at peak efficiency an area where customers can contribute.

Whats important is the phone number is valid. The system has caller ID and can get the address and account information, Phillips said. That is the responsibility of the customer. They can call 615-3302 to update. Its one of the menu options.

Phillips noted the system can catalog a few different phone numbers for each account. He said many people will use their cell phones as an alternate number.

This is an extreme example, but if you head to your mothers house across town during a power outage, you could list your mothers phone number on the account, Phillips said.

Updated information will be key as the OMS portion is installed in about seven to eight months. The system will be able to handle more calls regarding problems (up to 24 at one time) than is possible through the current system (about 12 to 16).

It will also help Dothan Utilities linemen identify issues more quickly since the system will be able to tell if a litany of calls are related to one singular issue or a variety of problems quickly.

The old-school way (to determine a problem) was to start at the substation and follow the circuit, Phillips said. There could be miles of line to follow.

The system can perform all of these functions as long as customers information is up to date.

Thats the most important piece to the entire project, Phillips said. If the customer calls in and it doesnt recognize the number, it doesnt know where its coming from.

To update the information, call 615-3302. Phillips said the caller will need to know either the phone number or account ID to complete any changes.

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Public's help needed as software upgrades progress - Dothan Eagle