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.
TODOs
- The flowchart diagram needs to be stored in a main CRE storage location (not ce2 personal OneDrive Folder)
- Update phone numbers once these are assigned
- Re-record voice prompts with associated names included
- Write/Record a shared voicemailbox greeting message
Flowchart
For the most current flowchart, view 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).
Zoom Phone can be thought of as the application run at each branch extension or phone number (which is fed from MITvoip). 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, and so on...
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.
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.
If the call is made during business hours (9am-5pm), the caller will be transferred to Business Hours Greeting Call Tree branch.
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.
This branch does nothing other than forward to our current CRE Main Entry Point Number, 617-253-5000.
This phone number should remain in place for at least the next 10-20 years.
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.
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, press 0 for Joanne McHugh. (Forwards to Reception Call Group - See Below)
For information on the Masters in Real Estate Development Program, press 1 for Mary Hughes. (617-253-8308)
For information about Professional and Online Education Programs or Partnerships, press 2 for Paul Adornato. (617-253-5917)
For Student Career Services, press 3 for Kelly Cameron. (617-258-7458)
For a CRE Staff Directory, press 4. (Forwards to CRE Staff Directory Call Tree / 617-253-5043)
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.
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 for Joanne McHugh. (Forwards to Reception Call Group - See Below)
For information on the Masters in Real Estate Development Program, press 1 for Mary Hughes. (617-253-8308)
For information about Professional and Online Education Programs or Partnerships, press 2 for Paul Adornato. (617-253-5917)
For Student Career Services, press 3 for Kelly Cameron. (617-258-7458)
For a CRE Staff Directory, press 4. (Forwards to CRE Staff Directory Call Tree / 617-253-5043)
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.
Recorded Voice Prompt
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-???-????)
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
- Shared voicemail box, accessible to Joanne + Hannah + Mary
Recorded Voicemail Greeting
TBD