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.
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. 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.
Recorded Voice Prompt
Thank you for calling the MIT Center for Real Estate.
Please choose from the following menu options:
To be connected to the front desk at any time, press 0. (Forwards to Reception Call Group - See Below)
For information on the masters in real estate development program, press 1. (Forwards to Mary Hughes)
For information about professional and online education programs or partnerships, press 2. (Forwards to Paul Adornato / 617-253-5917)
For student career services, press 3. (Forwards to Kelly)
For a CRE staff directory, press 4. (Forwards to CRE Staff Directory Call Tree - see below)
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.
Recorded Voice Prompt
Thank you for calling the MIT Center for Real Estate. Our offices are currently closed. To leave a message and have the appropriate party return your call, please select from the following menu:
If you are locked out of the office, press 9 to be connected to MIT Police. (Forwards to MIT Police Emergency Line / 617-253-1212. Note: MIT Police said it didn't matter if we called emergency or non-emergency line, either was appropriate)
To be connected to the front desk, press 0. (Forwards to Reception Call Group - See Below)
For information on the masters in real estate development program, press 1. (Forwards to Mary Hughes)
For information about professional and online education programs or partnerships, press 2. (Forwards to Paul Adornato / 617-253-5917)
For student career services, press 3. (Forwards to Kelly)
For a CRE staff directory, press 4. (Forwards to CRE Staff Directory Call Tree - see below)
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.
Recorded Voice Prompt
For audiovisual services and classroom support, press 1 (Forwards to Karenina)
For technical support, press 2 (Forwards to Casey)
For finance and grants support, press 3 (Forwards to Constance)
For events planning and catering, press 4 (Forwards to Karenina)
For communications and website support, press 5 (Forwards to Lacey)
For the fiscal officer and ProCard support, press 6 (Forwards to Cheryl)
For Executive Leadership Assistance, press 7 (Forwards to Hannah)
For the administrative officer, press 8 (Forwards to Bettina)
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-???-????)
When a call is forwarded to the reception call group, it should ring the following:
- Joanne McHugh for 15 seconds
- Joanne McHugh, Hannah Muhlfelder for 15 seconds
- Joanne McHugh, Hannah Muhfelder, Mary Hughes for 15 seconds
- Joanne McHugh voicemail box