State of Wisconsin Department of Health Services

Release 26-01 February 04, 2026

7.8 Disabling and Enabling Callback

Demo Video

Disabling and Enabling Callback

Local administrators may temporarily disable callback for their line of business. This functionality is located in the Operating Schedule Groups view. When callback is disabled, calls entering the call flow are not offered callback in any of the queues. Calls already in the call flow may still be offered callback.

Note	It is very important that the CallbackClosed_24X7 is added to the correct schedule group. Adding this schedule to the incorrect schedule group results in unintended outcomes, including closing the call center and clearing live calls in queue.

If callback is disabled for the remainder of the day, Income Maintenance (IM) agencies must email Jonelle Brom at Jonelle.brom@dhs.wisconsin.gov and dhsgenesysproject@dhs.wisconsin.gov indicating that your line of business has disabled callback and the reason why it was disabled. 

7.8.1 Disabling Callback

1. Click the Menu button.
2. Click Orchestration, then Routing, and then Operating Schedule Groups.
3. Enter Callback in the Search by name field to filter by the desired schedule.
4. Select the Callback schedule group for your line of business.
   
5. On the Callback Schedule Group page, click the Schedules tab.
6. In the Closed Schedules section search CallbackClosure_24X7 and select that schedule. 
7. Click Save.
   
8. If Callback is disabled for the remainder of the day, Income Maintenance (IM) agencies must email Jonelle Brom at Jonelle.brom@dhs.wisconsin.gov and dhsgenesysproject@dhs.wisconsin.gov indicating that your line of business has disabled callback and the reason why it was disabled.

7.8.2 Enabling Callback

When the call center is ready to begin offering callback again, local administrators must enable callback. 

1. Repeat steps 1-4 above to navigate to the appropriate schedule group. 
2. Click on the trash can next to the 24X7 closed schedule added previously.
3. Click Save.
   

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Publication Number: P-03208