Murphy remembered an elderly woman who called because her cat was losing its hair. She wanted to know where in the Medical School she ought to send the cat's fur for analysis.

And Connie has received calls for the dead. "[Callers] says, `I know he's passed on, but do you have his number anyway?'"

During her years as an operator, Jean says, she's become extremely accustomed to certain requests.

"I would like to have a nickel for every time they ask what Harvard's mascot is. It sounds like their making a bet from some bar or something," she says.

Despite the often impatient and mind-boggling requests, Jean still enjoys her work. "I like talking to people. They are always different, and we're always busy."

The Harvard operators run a tight shift from 8 a.m. to midnight on weekdays, and 8 a.m. to 8 p.m. on weekends. Although callers often have to wait for assistance, the operators are trying their hardest to help callers get connected, Murphy says.

"If more people saw how hard they work and how knowledgeable they are," Murphy said, "they'd be more patient with them."

Photo Haibin Jiu