Introduction
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.
Table of Contents
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TODOs
- Store flowchart diagram in a main CRE storage location (not ce2 personal OneDrive Folder)
- Store voicemail recordings in a better location than dropbox.
- Create shared voicemail box for CRE Reception Group (cre-info@mit.edu?)
- Ask Marla how to handle vacations
- Notify staff that old call tree number nuked
- Notify staff that new call tree is finalized
- Add special instructions section on how voicemail is handled
- Under Zoom Settings > Phone > "Others" > Voicemail & Videomail: Add the individual users. We cannot add Moira groups here unfortunately, these can only be Zoom Accounts.
- Test Call Trees
- Off-hours Call Tree: ALL WORKING
- CRE Staff Directory: Tested 1-3; 1-2 working, 3 need to confirm, 4-9+0: Need to test
- Business Hours Call Tree: Need to test
Flowchart
- Add notes for future followup - check on Zoom Contact Center setup. We should be able to send to an email.
- Add CRE Events Support Line to flowchart
Flowchart
Click the graphic to enlarge it, or visit https://mitprod-my.sharepoint.com/:u:/g/personal/ce2_mit_edu/ESHG39RlI8xFqeyuURDmh94BTsOXvzdJjVw5ppZEnJeqGA?e=ixNAVo
Background
The phone systems at CRE utilize MIT's voip infrastructure, which is a combination of MITvoip and Zoom Phone. MITvoip is the authoritative directory for all phone numbers; You log into MITvoip to view and assign subsystem(s) to each extension, including physical hardware assignments, Zoom Phone assignments, and so forth. If you wanted to assign another application - such as another PBX - it would likely be done through MITvoip (but we don't have anything like this set up).
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If you wanted to manage the CRE Main Call Tree (Business Hours) branch settings, you would log into Zoom as 617-253-5037 and manage the settings under Phone. You can change settings such as IVR options, greeting prompt recordings, and many other settings in here.
Task Owners
- Updating vacation times in VOIP/Zoom: Bettina Urcuioli
- Phone Systems Management: CRE IT
CRE Main Entry Point Number (617-253-5000)
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.
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If the call is made after business hours (before 9am or after 5pm), 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. This was used on all marketing materials through January 2023.
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This phone number should remain in place for at least the next 10-20 years.
Legacy Call Tree Number (617-253-8676)
This is our legacy call tree. We deleted this because we don't think it was used anywhere.
CRE AV Events Support Line (617-258-5571)
This number may be given to lecturers during professional development events. It was configured to simultaneously ring:
- Karenina
- Cooper
If neither of them answer, it goes to a voicemail which includes Casey, Cooper, and Karenina.
Voicemail Greeting (Business Hours)
Thank you for calling the MIT Center for Real Estate, Event Support Line. We are currently unavailable. Please leave a message and someone will return your call as soon as possible. You may also email us at, C R E dash events at M I T dot E D U.
That email address again is C, R, E, dash, E, V, E, N, T, S, at, M, I, T, dot, E, D, U.
Thank you
Voicemail Greeting (Outside Business Hours)
Thank you for calling the MIT Center for Real Estate, Event Support Line. You have reached us outside of normal business hours. Please leave a message and someone will return your call during the next business day. You may also email us at, C R E dash events at M I T dot E D U.
That email address again is C, R, E, dash, E, V, E, N, T, S, at, M, I, T, dot, E, D, U.
Thank you
Recorded Greetings
For now, all recorded greetings/voicemail prompts are stored in the cre-dropbox folder at https://www.dropbox.com/sh/yertiauwli8424c/AACTM5lx-XHgOFXssBLuqMwJa?dl=0
Business Hours Greeting Call Tree (617-253-5037)
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 (617-253-5039)
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 (617-253-5043)
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 (617-258-5062)
When a call is sent to the reception call group, it will ring the following for 45 seconds:
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You have reached the MIT Center for Real Estate General Voice Mailbox. No one is available to take your call right now. Please leave your name, number, and a brief message and someone will return your call as soon as possible. You can also email us at cre-info@mit.edu.
Holiday Closing Greetings
MIT is closed for MIT, state, and federal holidays, which are listed at https://hr.mit.edu/holidays.
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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.Depreciated Phone Numbers
- (617) 253-5917 - Paul Adornato. Currently forwards to main reception call group. Set up via Paul's account.
(617) 715-5965 - Hannah Muhlfelder - She is still working part time, so this voicemail will give a message to press 0 to be connected with Sr. Admin Assistant Panita Rosenberg, or to leave a message for Hannah.
Call Tree Setup Instructions
TODO - Create instructions on where/how to add these greetings.
Zoom Contact Center
Zoom Contact Center is available to DLCs for $560 per license per year. A license is someone that is able to accept calls through the call center.
The Contact Center app allows things like load balanced calling, automatic call routing based on certain parameters, and other functionality.
Other nice features are things like being able to see all calls made, the caller, the disposition (which can automatically feed into service now), etc...
Zoom Call Analytics
Marla believed that the Zoom Phone Power Pack (required for Zoom Settings > Analytics & Reports > Zoom Phone Analytics) might be available to users, but needs to be installed at the administrative level. This might allow end-users to access reports useful to integrate into the CRM.
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