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The CRE Call Tree is the Interactive Voice Response (IVR) system that callers encounter when calling the CRE main number. This article details how the system works and how users get around.
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Flow
For the current call tree, view https://mitprod-my.sharepoint.com/:u:/g/personal/ce2_mit_edu/EXJj9VrbXlpHsHliarrerG4Bs5GNxxG4-tK8JmQD5tiS-A?e=XkLf8q
Background
The phone systems at CRE utilize MIT's voice systems, which is a combination of voip.mit.edu and Zoom Phone. MITvoip is the authoritative directory for all phone numbers; Zoom Phone can be thought of the application run at each branch extension (which is fed from voip.mit.edu). It is probably possible to direct extensions to an application other than Zoom Phone using voip.mit.edu, should we ever desire to do so.
Each branch extension is a phone number within MITvoip/Zoom Phone. This means that the CRE Main Call Tree (Business Hours) is a branch, the CRE Main Call Tree (Off-Hours) is a branch, the CRE Reception Call Group is a branch/number, and so on...
If you wanted to manage the CRE Main Call Tree (Business Hours) branch settings, you would log into Zoom as 617-???-???? and manage the settings under Phone. You can change the IVR options and the greeting prompt recording.
CRE Main Entry Point Number (617-258-5000)
This is the main number listed for the MIT Center for Real Estate. This branch extension does nothing other than forward to either the Business hours or Off-Business hours branch extension.
If the call is made during business hours, the caller will be transferred to Business Hours Greeting Call Tree branch.
If the call is made after business hours, the caller will be transferred to Off-Business Hours Greeting Call Tree branch.
Legacy Phone Number (617-253-4373)
Our legacy phone number, 617-253-4373, should automatically be forwarded to the . This was used on all marketing materials through January 2023.
This branch does nothing other than forward to our current CRE Main Entry Point Number, 617-258-5000.
This phone number should remain in place for at least the next 10-20 years.
Business Hours Greeting Call Tree (617-???-????)
Description
This is the tree callers reach when contacting the CRE Main Entry Point number during business hours.
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To repeat this menu, press #.
Off-Business Hours Greeting Call Tree (617-???-????)
Description
This is the tree callers reach when contacting the CRE Main Entry Point number outside of normal business hours.
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To repeat this menu, press #.
CRE Staff Directory Call Tree (617-???-????)
Description
This is the tree callers reach when contacting the pressing the option for the CRE Staff Directory (Option 4) on the Main CRE Call Tree.
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To repeat this menu, press #.
Reception Call Group (617-???-????)
When a call is forwarded to the reception call group, it should ring the following:
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