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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.

See Historical Context at the bottom of this document to understand why certain decisions were made.

TODOs

1. The Store flowchart diagram needs to be stored in a main CRE storage location (not ce2 personal OneDrive Folder)
2. Update phone numbers once these are assigned (Call Reception Group) - just ring desk phones simultaneously. Joanne and Hannah only.
3. Re-record voice prompts with associated names included - yes, do this per staff meeting. Asked Lacey to do this.
4. Write/Record a shared voicemailbox greeting message - Lacey is on this.
5. Store voicemail recordings in a better location than dropbox.
6. Create shared voicemail box for CRE Reception Group (Assign cre-info@mit.edu email address. Mention in general voicemail box message?
7. Do we have option 9 - MIT Police work for the business hours prompt? - yes, per staff meeting. Asked Lacey to do this.
8. Notify staff CRE Main Number is 617-253-5000 not 258 - mentioned this.
9. ?)
10. Ask Marla how to handle vacations
11. Who handles setting vacation times? : Bettina
12. Expected transition date
13. Set up email inbox for CRE Reception Call Group
14. Store recording voicemail greetings in a better location than Dropbox
15. Transition old phone number to new one

Flowchart

Click the graphic to enlarge it, or visit https://mitprod-my.sharepoint.com/:u:/g/personal/ce2_mit_edu/ESHG39RlI8xFqeyuURDmh94BTsOXvzdJjVw5ppZEnJeqGA?e=ixNAVo

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For Audiovisual Services, Classroom Support, Events, and Catering, press 1 for Karenina Juarez (617-258-5005)
For IT Technical Support, press 2 for Casey Eyring (617-715-4111)
For Finance and Grants Support, press 3 for Constance Giammattei (617-324-7900)
For Communications and Website Support, press 4 for Lacey Cochran (617-324-6673)
For the Fiscal Officer and ProCard Support, press 5 for Cheryl Gillespie (617-258-5673)
For Executive Leadership Assistance, press 6 for Hannah Muhlfelder (617-715-5965)
For the Administrative Officer, press 7 for Bettina Urcuioli (617-715-2623)
For the Front Desk, press 0 for Joanne McHugh (Forwards to Reception Call Group - See Below)

To return to the main menu, press 9 (Forwards to CRE Main Entry Point / 617-258-5000)

To repeat this menu, press #.

Recorded Voice Prompt (Old)

For audiovisual services and classroom support, press 1 (Forwards to Karenina Juarez / 617-258-5005)
For technical support, press 2 (Forwards to Casey Eyring / 617-715-4111)
For finance and grants support, press 3 (Forwards to Constance Giammattei / 617-324-7900)
For events planning and catering, press 4 (Forwards to Karenina Juarez / 617-258-5005)
For communications and website support, press 5 (Forwards to Lacey Cochran / 617-324-6673)
For the fiscal officer and ProCard support, press 6 (Forwards to Cheryl Gillespie / 617-258-5673)
For Executive Leadership Assistance, press 7 (Forwards to Hannah Muhlfelder / 617-715-5965)
For the administrative officer, press 8 (Forwards to Bettina Urcuioli / 617-715-2623)
For the front desk, press 0 (Forwards to Reception Call Group - See Below)

To return to the main menu, press 9 (Forwards to CRE Main Entry Point / 617-258-5000)

To repeat this menu, press #.

Reception Call Group (617-258-5062)

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The MIT Center for Real Estate is closed for winter break. We will reopen on the Tuesday following New Years Day.

Setup Instructions

Call Tree Setup Instructions

TODO - Create instructions on where/how to add these greetings.

Anchor
historical_context historical_context

Historical Context/Workarounds/Decisions

This section is intended to provide you with information regarding decisions that were made. This is especially useful so you don't try to re-attempt something that was already done, only to find out it doesn't work (again!)

Workarounds

1. The CRE Reception Group is set to ring the desk phones for Joanne McHugh + Hannah Muhlfelder only, because as of this writing, Zoom cannot ring an internal user (it doesn't allow the option if you put in the phone number). We are looking into using Zoom Contact Center as an alternative.

Decisions

1. The group decided that we should include the MIT Police as an option for the Business Hours Greeting during a CRE Staff Meeting.
2. Bettina will be responsible for updating vacation dates and times for the CRE Vacation number. This could eventually be assigned to an assistant.
3. Per a CRE Staff Meeting, we decided to include our names as part of the prompts in addition to the "department" we belong to.

 To set these