[Sci-tech-public] Fwd: Change to MIT main phone number call handling

[Deborah Fairchild]

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>Date: Wed, 15 Dec 2004 08:22:25 -0500
>To: AAC-aoquery <aac-aoquery at mit.edu>, it-lead at mit.edu
>From: "Allison F. Dolan" <adolan at MIT.EDU>
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>Subject: Change to MIT main phone number call handling
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>To MIT faculty and staff:
>
>This email is a reminder about a change in how Information Services and 
>Technology (IS&T) will be handling calls to the MIT main phone number 
>(617-253-1000), effective next week - Wednesday, December 22.
>
>As many of you are aware, MIT has been successfully using a sophisticated 
>voice response system, known as NameConnector,  which allows callers to 
>say the name of the faculty or staff person they wish to reach, and get 
>connected without operator intervention.
>
>Effective December 22,  callers during business-hours will be routed to 
>the NameConnector first.
>
>This means all callers to 617 253-1000,  x3-1000 or '0', will first hear 
>the NameConnector options, and they will be able to say the name of the 
>person (or department) they want and get connected,  without waiting for 
>an operator.
>
>Of course there will be callers who need to, or would prefer to, talk with 
>a person, and operators will continue to be available during business 
>hours - connecting with the operator will be an option in 
>NameConnector.  NameConnector will also automatically transfer business 
>hours calls to the operator if there is any problem connecting the call.
>
>Since NameConnector has a good deal of flexibility regarding how 
>individuals' names are recorded,  we encourage faculty and staff to verify 
>that NameConnector is set up correctly.  To check your name, call 
>617-452-4111 (x24111) and  follow the prompts.  If you have any problem, 
>please send email to nameconnector at mit.edu, or call x3-3654. Normally we 
>will be able to make updates within 1 business day.
>
>For more information about how you can be represented in NameConnector, as 
>well as other usage tips, including shortcuts for the NameConnector menu, 
>please see
>http://web.mit.edu/ist/services/telecommunications/nameconnector/.
>
>Note: NameConnector can only connect callers to faculty and staff, or 
>departments and residences.  Callers trying to reach a student will need 
>to continue to go through the operator.
>
>We believe this change will improve service for those callers who know who 
>they want, as well as allowing the operators to spend more time with 
>callers who need  assistance.  However, if you have any questions or 
>concerns about the change, please feel free to let me know.
>
>_______________________________________________
>
>Allison F. Dolan
>Director, Telephony Services and IS&T Shared Services
>Information Services & Technology
>MIT  Bldg E19-741
>Cambridge MA 02139-4307
>Phone: (617) 252-1461
>_______________________________________________
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>Aac-aoquery at mit.edu
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Deborah L. Fairchild
Administrative Officer
Program in Science, Technology and Society
E51-185C
dlfair at mit.edu
Phone:  (617) 253-4084
Fax:    (617) 258-8118